The physical resort is beautiful. The amenities are so that there is no reason to leave the property with the exception of shopping. Plenty to do. The check in and check out personnel were friendly, helpful and genuine. Unfortunately, the remaining services were unacceptable. Our reservation was made three months prior to our stay. Our specific room reservation was not honored due to over booking. Despite the numerous direct emails from the hotel over 3 months, no email stated our rsvp could not be honored. We found out when we walked into our room. Front desk later said 3 comp drinks were added to our room to compensate. Not sure how that equates.After check in, we thought it was hotel concierge to tell us the hotel had a welcome packet for us (realized it was timeshare rep when they brought out tablet with 7 night offer). At the pool grill, no wait staff waited on us. We stopped waitress who brought us menus, said she would bring our beverages but never returned. We were auto charged 20% gratuity to place own order at bar and pick up own order (like a fast food restaurant). Our room came with 2 wash cloths (we rsvp more than 2 ppl). We requested more items from housekeeping, received message of time delivery but no delivery. Everyone had to use with hand towels and towels. Returned to room on last day, & my husband’s bag had been gone through. How do we know? The person’s clothing tore in the bag’s zipper. Trip reason: 50th bday..highly disappointed.
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