2/10 Terrible
Catherine
Dec 15, 2025
I want to begin by acknowledging Christy and Jonathan, who were truly wonderful. Their customer service, professionalism, and willingness to accommodate us were the best part of this stay. They were kind, attentive, and clearly tried to help as much as possible. Unfortunately, the hotel itself does not meet expectations, especially considering the luxury prices being charged. We initially booked a swim-up pool room, but upon arrival the room had a strong sewage odor and was clearly not suitable for guests. Staff immediately acknowledged the issue, and we were moved. After viewing two other rooms, we decided to upgrade to the penthouse in hopes of resolving the problems. While the penthouse offered a beautiful view, several issues followed. The lighting did not work properly, and maintenance was requested around 9:00 p.m. on Friday. No one arrived until the next morning, and the issue was not fully resolved. Shortly after, the electrical outlets stopped working as well. We left for the evening, and when we returned, nothing had been repaired. Instead, we were provided with long extension cords to power lights and devices throughout the penthouse, which is unacceptable for a space marketed as luxury. Although staff were consistently apologetic and friendly, there were no effective solutions or meaningful attempts to correct the ongoing issues. This is not a luxury hotel, despite charging luxury rates. While the staff deserves recognition, the property itself is poorly mainta
Catherine
Stayed 2 nights in Dec 2025
