We recently stayed at Opal Sol for our 31st anniversary, and unfortunately, our experience was overshadowed by an issue with the valet service. While the front desk check-in process and the overall facilities were outstanding—easily deserving of a 5-star rating—the valet situation significantly diminished our stay.
After dropping off our Porsche GT3 RS with valet, we witnessed another hotel guest opening the passenger door of our vehicle and conversing with the valet staff, who did nothing to stop it. The front desk staff stepped in to address the situation, but by then, the damage was done. My wife felt uncomfortable and that her privacy had been violated. While I convinced her to stay the night, the incident completely altered the mood of what had been, up until that point, a special and memorable anniversary celebration.
Guests pay a premium for a luxury property like Opal Sol for three key reasons: location, cleanliness/service, and experience. The experience begins the moment a guest chooses the hotel, and more importantly, when they arrive on the property. Unfortunately, the valet staff failed to uphold the standards of security and professionalism expected at a high-end resort.
We shared our concerns with management and received a generic, templated response assuring us the issue would be addressed, but no specific corrective actions were outlined.