Extremely bad customer service
Reviewed 17 October, 2021
My reservation was canceled by the hotel supposedly because it will undergo some renovations. To obtain my money back I was required to send my credit card statement, my chequing account statement, copy of my ID. I tried to contact the hotel manager several times and was told he was in a meeting. The meeting most have lasted for over 2 weeks because he never got back to me.
I don't understand why the hotel wouldn't return my deposit without all those documents. In 40 years I have been traveling I never experienced such a policy.
If I would be you, I wouldn't stay in a hotel with such policy and bad customer service.
It took them over 2 weeks for them to deposit my money after sending all the required documents.
At the end, even though it caused me a lot of aggravation i am happy i will not stay at the hotel since I have received very bad comments from people that have stayed there.
Reviewed 4 May, 2021
This place is potentially a paradise. There are many things that are amazing, but sadly they are overshadowed by some bad and ugly things and even some common mistakes.
- Architecture is superb. Construction by and on the mountain is special.
- Breathtaking views.
- Good idea of heated private pools at every room (but poor execution, will talk about this later).
- So relaxing massage.
- Sunday brunch was 10/10.
- Most staff members try hard to deliver an amazing service.
- Check-in and check-out took forever. Very oldfashion policies such as an exit pass to be handled to bell boys... this was normal in 1995, not 2021.
- Heated pools + no AC at rooms is a stupid combination. The room will be so warm that you will barely be able to sleep. Their solution was to put a lousy ventilator. Sad.
- Mattresses are very standard quality.
- Pool area looks more than tired. Stained and broken pieces at simple sight.
- In the hall of our room, there were a dozen of dirty dishes and cups from other guests room service. They remained there for 24 hours since we arrived until we left. This isn't somehting you expected at the prices you are paying.
- As many other said, overall the place is completely overpriced.
Probably this hotel had its golden era, and it might be greatagain if they renew some areas and keep the facilities and service up to today's standars... at least if they are willing to keep charging that high for staying there.
Very good, potential to be extraordinary
Reviewed 3 May, 2021
Location is amazing, great views and awesome facilities. Pricey but really good amenities. Was worth it because of the tub in the room to avoid COVID.
What would make it more awesome: better food quality. Veru spicy and greasy food and need to improve cooking methods (I.e. Overcooked fish, under cooked paella, among others) Better service, waiters and food service is super slow. Inconsistent housemaid service had to ask 3 times for towel changes in the room, on the day previous to our last we had to ask for housemaid service as they didn't send anyone to our room. To top it up, we went for breakfast at 7 am (opening hours as per their menu) and they were mopping the floors and told us to come back at 8am.
Not a Sanctuary, Overpriced!
Reviewed 15 December, 2020
The concept of the hotel is lovely. The grounds are beautiful. But this hotel is definitely way overpriced for the services you get. While the customer service is acceptable, I was actually more stressed at this resort than an all inclusive one in Cancun. Unfortunately, my stay included about 2 crying babies and 6 children running around the grounds yelling "what the eff"! On top of crying babies, the parents decided it was a great idea to play Baby Shark on high volume while the resorts own music was playing. A resort like this should either not accept children or have a completely separate area for families. I was more stressed out trying to get away from crying children and unruly children than relaxing. In addition, the rooms have no AC. So if you want to hang out in your room during the day, you better like the sauna experience. It is not worth paying over $200+ a night for this resort which doesn't even include free breakfast. At that price, I want something better. Sadly, I won't be going back nor referring to any of my friends. One positive thing I will say is that they do follow all safety procedures in the time of Covid-19.
A place that is a poem, with good appetizers but not a tasty breakfast
Reviewed 11 December, 2019
Despite it is an expensive place, you will love it. I loved the ideas of the owner, the way he achieved a great harmonious coexistence of the nature and the construction. I have french fries and guacamole as appetizers and they were really good. But I was disappointed when I have red chilaquiles, because they were mediocre and flavorless. Even though, it is a must to visit this incredible place!