The hotel itself is very nice, with spacious and aesthetically well-designed rooms. Unfortunately, the service did not match the quality of the property. The hotel appeared understaffed during the busy 12/28–1/1 period, & while staff were friendly, they often lacked clear answers or seemed overwhelmed.
It also felt like everywhere we turned, someone was complaining about something. The hotel frequently ran out of towels by the pool, there was no toilet paper in the pool bathroom, and ordering drinks poolside was difficult because servers rarely came by. At the rooftop restaurant, multiple menu items were sold out. Breakfast & the coffee spot in the hotel were extremely slow, and when we attempted to order a smoothie, we were told they couldn’t make any at that time.
We also overheard in the lobby that the hotel had overbooked and had to relocate a family to another property. Compensation was not proactively offered, and the guest had to return to the desk to ask for it, which was surprising. The valet and front desk teams also appeared overwhelmed.
Additionally, we were not informed at check-in that beach shuttle reservations must be made the night before to secure a preferred time slot, which can result in needing to Uber. Our room was also not ready until 5:00 PM despite a 4:00 PM check-in time.
On a positive note, the two restaurants directly next to the hotel — Campi and Akira Back — were excellent and highly recommended.
