I wish I had read the review from December detailing all the issues the other traveler had, as our experience was sadly similar. My husband and I don’t mind spending money for a 5 star experience—I literally never think about money spent at a Four Seasons for example because the service is so stellar and absolutely worth it. This place made me constantly irritated we were spending money here. While the room was pretty, it was poorly designed for comfort (flimsy robes, hooks and seating in inconvenient locations) but that wasn’t the most frustrating aspect, which was the overall lack of care and poor guest service. —The hot tub was broken and would not heat up. We had not been informed and walked all the way down in the flimsy robes (and then all the way back up). Spoke to another guest who said she had called and had been waiting for over an hour for someone to show up. —Patio door lock was broken, unable to secure the room. —We had made reservations at the restaurant weeks beforehand. Despite this we were left waiting for over 15 minutes with no staff contact. My husband went to the host stand and was told someone would be right over. No one came. I finally called a restaurant in town for a reservation, Zacatlan (highly recommend), and left without eating so can’t comment on the restaurant. —Called for a pickup, items were still outside our door in the morning —Waited over 25 minutes for a cart to pick us up even after another staff member called again after seeing us standing around outside for so long —Minimal sound proofing. Could hear the guests upstairs tromping around for hours. Could not sleep well as a result. —Sheets were over-starched and scratchy, not soft and luxurious like Auberge properties in California where we have had vastly better experiences —Despite being offered a late checkout and telling the front desk we planned a noon checkout, staff attempted to enter our room around 11am. The only good thing I can say is that the valet and golf cart staff were nice and helpful, the shower was great, and the views are gorgeous. Despite this I would avoid this property which doesn’t come close to a 5 star experience, unfortunately I’ve had better service at a 3 star hotel.
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