While the property itself is beautiful, the overall experience did not feel consistently luxury, especially for the price point. True luxury is about anticipation and execution, and that is where this stay fell short.
There were repeated service lapses throughout our visit. Drinks arrived incomplete, an appetizer was forgotten, and our dinner reservations were mishandled twice. Housekeeping was missed one day, and we had to call maintenance to fix the lights in our room. At the pool, service felt limited once settled in, including no proactive towel refreshes or basic upkeep at loungers. These details may seem small individually, but together they detract from a seamless experience.
Although the resort markets itself as family friendly, pool food does not begin until 11 a.m. and drinks until 10 a.m., which does not work well for families with young children who are at the pool early.
We were also surprised by a $3,500 incidental hold. A charge appeared on our folio that was not ours, and staff seemed unclear on the difference between a refund and a reversed credit card charge. Late checkout was initially denied, then granted after the resort acknowledged an error.
Most staff were kind and well intentioned, but service consistency was lacking. This was especially noticeable compared with Susurros del Corazón, Auberge.
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