We stayed for three nights in a $399 a night float studio, described on the website as on the pool deck with a private terrace. The room was small and the carpet was "crunchy" as if it had been wet and dried an number of times. The private terrace was 8ft by 6 ft wi wicker sofas over looking a large blank concrete space with cheap astroturf on it.
The sofas were full of cigarette holes and each morning were hosed down with a strong bleach solution, is meant the cushions were wet all day and couldn't be used and at the terrace smelt like a public toilet. Each day we have to replace the cushions and reset the terrace ourselves - the cleaning teams didn't return to do is.
When we did use our "private" terrace for the first few days we watched engineers and members of staff from the hotel setting up tables, bars for an event just at the end of our terrace - not very private.
On the last day of our honeymoon from 8 am there were people outside our terrace setting up an event - we were blessed with listening to the staff shouting to each other and we caught to catch up on all their personal gossip as they chatted away - again not very private. At 3 pm the event started and 200-300 people in party mode appeared at the end of our private terrace (which had a rope place across the end - not sure if this was to keep us in or them out). They had a great time firing t-shirts out of air canons drinking and eating.
My wife got upset when guest continually approached us to ask if they could join us on our terrace - some didn't bother asking we found one guy happily sat on the terrace chatting on his mobile phone.
So overall really poor. We don't have a problem with the hotel hosting great event but we booked our room 12 months in advance and they knew we were on honeymoon - it wouldn't have taken a genius to work out the two things are not compatible and to have offered us a different room - even a downgrade would've been better!
We spoke to the hotel on the friday and at checkout ultimately they just offered platitudes and seemed to think it was our job to offer them a solution to our dissatisfaction. The guy I spoke to was nice enough but he was more interested in getting a complaining customer out of his lobby than really dealing with the problem. In the end they waived the resort fee and gave us $130 off the bill - but they just didn't get the fact that was inadequate - this was our honeymoon - ultimately they didn't care.
We had various other service issues with unreturned concierge calls and it was a disappointing end to our honeymoon.
I would not stay here, the location is good but use the Hilton or omni - they are in the same place and have proper hotel service standards. Don't get a suite and don't believe the descriptions of the rooms and facilities on the website.
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