While this property undoubtedly possesses an appealing aesthetic, several significant operational and service shortcomings unfortunately overshadowed our experience, which I hope you will address.
Our arrival experience set an immediate and disappointing tone. We reached the hotel shortly after 1:00 PM, and though we understood that the standard check-in time was 3:00 PM and appreciated being able to leave our luggage, the subsequent delays were highly inconvenient, especially as we were traveling with two young children after a lengthy flight. Upon our return at 3:30 PM, we were informed that our room was still not ready and were asked to wait an additional 15 minutes. This brief delay extended considerably, and we ultimately did not receive the keys to our room until closer to 5:00 PM, nearly two hours past the stated check-in time. This prolonged wait, with tired children, was a challenging and unwelcome start to our vacation.
A major concern throughout our stay was the complete absence of housekeeping service. Over the course of our five days, our room was never once cleaned. When I proactively approached the front desk to request service, a staff member eventually came to our room hours later, only to stand outside and inquire if I had garbage. I was then handed a garbage bag and expected to empty the bin myself, which is far below the expected standard of a full-service hotel.
Our dining experiences also presented inconsistencies. The breakfast buffet, unfortunately, w
