4/10 Poor
Brendan
Traveled with partner
Nov 19, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
VIP Experience Did Not Match What Was Advertised
We booked the VIP package through Expedia, and unfortunately the stay did not meet the standards we expected. The resort itself is pleasant and our upgraded room was nice, but the level of service, especially the assigned VIP butler, was far below what was advertised.
Our butler, Yajahira, contacted us several times the first night for minor things, but on the day of our hibachi reservation (when she told us she would walk us there), she did not call or follow up at all. She later claimed she was “waiting at the photo station,” which we had never been shown. Because of this miscommunication, we had to ask staff around the property for directions, arrived a few minutes late, and our seats were given away. When we explained the situation, her response was simply, “It’s not my fault.” We did not meet her in person until that moment, which is not the level of service expected with a VIP booking.
Additional issues affected our stay:
• A constant sewer smell in the bathroom
• Cross-contamination at the breakfast buffet with shared spoons
• Very limited snack bar options if you don’t eat beef
• The 20% spa discount we were told we had did not apply at checkout
• Massage therapist noticed a reaction to the scrub and removed it silently before telling us
Overall, the resort has potential, but the VIP experience, communication, and service quality did not match what was promised when booking through Expedia VIP. We hope the pr
Brendan
Stayed 2 nights in Nov 2025
