4/10 Poor
Alexis
Traveled with family and small children
Mar 19, 2026
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
This hotel is completely disorganized and poorly managed, and my experience with their manager, Genesis, was unacceptable. Upon arriving at 6am, a staff member offered me early check-in for a cash payment due to supposed issues with their credit card system. I was told my booked room wasn’t available but that I’d be placed in another room with the agreement that I could check out late. I accepted in good faith.
Fast forward to checkout day, suddenly none of that mattered. The front desk refused to honor the late checkout and hid behind ‘hotel discretion.’ When I asked to speak to a manager, Genesis came out aggressively, accused me of lying, and showed zero interest in resolving the situation. No professionalism, no accountability, just attitude.
What’s worse is that even a simple request to call the spa to adjust my appointment was flat-out refused. It was clear that guest service is selective and entirely dependent on the membership level you are. If you’re not part of their preferred clientele, don’t expect to be treated with respect. And if you show up without a membership, may the force be with you.
I’m not a difficult guest, but this was beyond unacceptable. Between the lack of integrity, poor communication, and hostile management, this place is not worth your time or money. Do yourself a favor and book literally anywhere else. Their sister resort which I also had access to is next door and much better. I assume Grand Cana is where they send their defunct managers.
Alexis
Stayed 3 nights in Mar 2026
