The following comments were our experience during our stay and hope you can take the time to read and implement some improvements. This is a constructive criticism.
Overall, Need to train the staff to be friendly and courteous with the guests. They either need training and/or are overwhelmed with long work hours. They appear to be tired.
Front desk:
No map given at check in and/or guidance from the front desk personnel.
Restaurant(s):
Lobster bisque soup was a big disappointment. It was more like a caldo de pescado instead.
Staff attitude - need training
Racquets/ Sports activities:
Tennis court in bad conditions and lack of a tennis professional and tennis shop to shop for outfits/apparel, demo racquets, hats, bags, balls, drinks, etc…
Thank God- Andre “Coco” was available to help me and even played with me. Thank you so much Coco for making me feel welcome.
Upon my check in arrival (4:30 pm) we went to the cafeteria and was told it was close. The staff even made an effort to close the sliding window in our faces. Imagine flying for hours and arriving with an empty stomach to learn it was close. Not a good feeling. 😡
The Restaurant Reservation coupons system is antiquated. Need to upgrade the reservation system instead of having to turn in a coupon. Allow guests to make reservations online, via an app or with wristbands. Perhaps, when making a reservation the system can block you if you have made more than two reservations.
Same goes with the Towel coupons. Provide the towels if your guests are showing the wristbands. Who does remember to carry a card to turn in at the end of the stay? It makes the hotel look cheap.
The Spanior restaurant have our experience the last night of our stay. The salomillo steak was nicely season and tender. Kuddos to Daniela the server was outstanding.
Music system on the theater needs to be upgraded. It is hard to hear the performance.
When activities are done have multiple Trolleys ready to move the guests in between the shows. The wait period was a bit too long.
Hot water issue- first night we didn’t have hot water and went to bed without taking a shower. When I called the front desk, we were told that staff was working on it and couldn’t provide a time when it will be repaired. Again, short attitude over the telephone.
It was the first time of any vacation we have taken that we wanted to go home ahead of time. Overall, it was not a good experience.
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