4/10 Poor
Sean
Dec 12, 2025
Liked: Cleanliness, staff & service, amenities
Our West Bay room smelled damp/musty so we were surprised to read that the resort had been upgraded as recently as 2022 (we heard another couple mention the same smell in their room too).
The low-light of the trip was when we got trapped in the elevator - a lift that had been put back in service from a couple of days out of service already. With the cart stuck halfway in-between floors, a maintenance team member attended quickly (kudos) but then forcing the doors open (and having to fight to hold them there as they kept trying to close on us) whilst we had to vault out in what was a very unsafe situation (lucky we are young/fit enough to do so quickly but that is not the point). There is clearly a distinct lack of management processes to account for such customer incidents as there was no follow-up with us to address it even after we later decided to mention it to concierge (who informed management at the time) and despite us supposedly being a "Tender Loving Care" room (our rep had no knowledge of the incident a few nights later when they made first contact on night 7 of 9). We're generally pretty low-profile / low maintenance so don't encourage much attention but this feels like an incident that would be addressed at a high-end resort that values it's guests, especially when we were celebrating our engagement! Unsurprisingly we got our steps in using the stairs up and down to the 4th floor every day after that!
Sean
Stayed 9 nights in Nov 2025
