8/10 Good
Priscilla
30 Dec 2022
Liked: Cleanliness, property conditions & facilities
Pre-arrival experience was horrible, to the point where I was going to cancel my reservation. I contacted the hotel over 10 times via Expedia, website, email, WhatsApp, and Instagram to receive confirmation for my seaplane transfer and I didn’t receive a response until the 3rd Instagram message where their social media team had the hotel contact me. It’s very concerning that a luxury hotel would have such poor communication prior to arrival. That said, once I got in the island, the customer service was generally good. Some staff members were a little pushy on the services that charged additional fees which was a bit irritating but it didn’t ruin the trip. The property is stunning—it’s straight out of a postcard. There’s tons of activities (both free and with charge). They also do a fantastic job at keeping the hotel free of unwanted critters. You’d think in a beach with a jungle in the center that they’d have more rodents but nary one was seen. The water in the bathroom ran yellow/brown twice but the staff were very quick to fix it. Flaws and all, I would recommend this hotel.