6/10 Okay
Laura J, Woodhaven
Travelled with family, Travelled with group
18 Nov 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The property is amazing. However, the staff needs to be retrained. In fact, I should have reached out to customer service sooner.
Staff - the front desk staff needs to be retrained. We had multiple issues with them. For starters, I booked a resort view room with double beds, which clearly states it sleeps 4. The fees say we would need to pay $25 per additional person. This was fine with us, as expedia does not let you change the guest count when booking packes. 2 of us were coming from NY, 1 from Nashville, and 1 from Houston. Before arriving, I contacted the hotel to let them know we would be 4, and I was told this $25 per person fee was only valid for children under the age of 18. This was not clearly stated in the additional fees. We were forced to upgrade our room to an apt for an additional $150 a night.
The housekeepers, towel attendants, and bell hop (the best) were all truly amazing.
Location- second to none. The beach is gorgeous, so many great restaurants around there. Do not sleep on Hemingway. We traveled to Willemstad but had much better food on the Mambo Beach strip. Easy shopping options and so many excursions available to book from within the hotel. There is also an avis next door if you want to explore on your own.
Hotel- the hotel, the rooms, the pool, and the restaurants were all gorgeous. Truly beautiful picturesque surrounding.
Our issues seem to all go down to the front desk. Once they fix these issues, this place will be spectacular.
Laura J
Stayed 3 nights in Nov 2024