Initial Impressions:
The dining staff were friendly, but the reception lacked warmth and customer service. I was disappointed that they don’t offer a welcome drink (even water or juice would be fine) and require you to borrow an iron for just 40 minutes. This felt particularly frustrating given the price of $3k for 5 days. Additionally, we only received two towels for a room meant for three people, and there was no coffee maker unless you booked a junior suite. Overall, this did not feel like a 4-star experience.
Incident & Discrimination:
The real issue arose with an incident involving my 3-year-old son. While he was resting at the beach, I went to get him food from the food court. I was rudely told by a staff member that feeding him outside the food court was not allowed. Despite my efforts to comply, I was reprimanded multiple times by different staff members, which felt like harassment.
After this experience, I discovered that Expedia had reduced their rates to $130 per night from the $274 I paid. When I raised this with the General Manager, Mr. Lora, on the 28th, I was still waiting for a price adjustment. Although they offered a VIP upgrade as compensation, it was frustrating to find that guests in that section were allowed to eat at the beach—contradicting their previous reasons for denying me.
Additionally, we lost hot water in all our rooms, and the cleaning crew left a bottle of bleach in a room with a 3-year-old, which could have been dangerous.