Facilities and food

The A/C of my room stopped working. It took long, long time until someone came to fix it. The person who came to fix it mentioned that "it happens very often, because the system is defective". When I checked in, despite leaving in deposit my VISA credit card, the hotel charged upfront the total stay of 3 nights plus a 15% tip on the total including taxes! Not only that: they charged upfront $855 for "extras" arguing that it was just a "deposit". (VISA paid thar amount to the hotel and debited my account) When I checked out, and requested the refund of the balance of the "deposit" the front desk staff was very unfriendly and rude and argued that they didn't receive the funds corresponding to the "deposit". Despite the fact that I showed them the details of the payment online of my account they wouldn't accept the situation They charged again my VISA card for the extras. After long discussion and with the intervention of the hotel's manager, I obtained a letter stating that they will "check" with their accounting department if they received the funds of the "deposit " and if so, they will refund the corresponding amount. To be noted that the debit submitted by the hotel was in Mexican Pesos and VISA debited my account in US$. Therefore, when the hotel credits the amount I will certainly loose on the rate of exchange. I am a world traveler and this never happened to me before. It is unacceptable that a 5 star hotel threat its guests like this! I will never return to this hotel !

Service was amazing. The room was fantastic and I couldn't ask for anything better. The cleaning staff was outstanding! The bartenders at Spice Market were excellent. The arrival and exit services were professional and top notch!

Room service for breakfast arrived cold but was corrected by the hotel. Can't order food from the snack bar at Mario Canario and take it to eat in our room. You have to order room service or eat it there. Our heated pool broke the second night and was fixed but the amount of time needed to heat up was too late in the evening to use. This was also corrected at checkout by the hotel.

new! beautiful. clean. great staff. great food. great location. smart tv and Bluetooth in room sound system was a nice surprise and easy to use.

rooms were mostly quite but we heard a lot of hallway noise. need better insulation on the doors. spice market food was not as good as the other restaurants.

all it was beautiful

it’s a really nice place , full of luxury . The food was great!

the valet parking stole my tag from my car

beautiful property

- the staff asked us for our room number every where we went. in a 5 star resort it should be done once for breakfast. - no proper heating in the restaurants, with the outside temperatures, it was absolutely freezing and you had to eat with your coat on (inside) and a blanket.

Best in class service, incredible food and wonderful fscilities

the pool wasn’t filled the day we arrived, and it was a big reason for our booking.

Nice pool area.

Service was hopeless and we had a massive problem being refunded money i had paid in cash. They were still harassing me two weeks after our return...overpriced and over confident in how brilliant they are...it is more expensive than a Club Suite in the Shangri La Singapore, and sadly nowhere near as good. A really disappointing stay on what should have been a fabulous 70th birthday.

everthing

food and drinks were a bit pricey

Great Hotel, will visit again soon

every thing

that the bars close to early

Richard was incredibly helpful and accesible. Stephanie also did a great job at check in /out.

The pool was gorgeous but a bit slippery and water could be a bit warmer.

everyone is so kind and welcoming

everything was absolutely beautiful

Everything was amazing!!!

One of the best hotels I've ever been. And I travelled the world for leisure and business. Service, food, facilities...10/10

Beautiful rooms with wooden floors and lots of attention to detail, fantastic pool area, friendly and attentive staff, delicious breakfast, quiet location.