Very disappointing experience, especially for a hotel that looks so beautiful. The lobby and pool give you the feeling of being in Hawaii, but unfortunately, the service and room conditions don’t match the appearance.

We requested a rollaway bed for our family, and although the front-desk employee initially agreed to help, housekeeping later called my wife, rudely refused, and hung up on her. We eventually had to switch rooms and towers, which was a huge hassle with kids and luggage.

Our room keys repeatedly failed to work at the parking gates, leaving me running back and forth to the lobby, even in the rain, while cars honked behind me. I was also told I might have to pay $15 to exit, despite being told parking was free. Make sure your keys work for the parking gates!

The bathrooms are extremely small, and the thin walls let you hear other guests, children yelling, and strange noises from the pipes. If you’re looking for a peaceful night’s sleep, think twice before booking here.

The only reason I’m giving two stars instead of one is because of a front-desk employee who genuinely tried to help us. I don’t remember his name, but he was working Friday, October 9, around 7 p.m., at the far-right corner of the reception desk as you enter the lobby. There were two male employees there, and he was the stockier of the two. He was polite, apologetic, and repeatedly tried contacting housekeeping to resolve our situation. I hope management recognizes his effort because he was the one positive part of our experience.

Overall, a beautiful resort with disappointing service, frustrating parking issues, and uncomfortable rooms. Without that employee’s effort, this would have been a one-star review.

An Exceptional Stay from Check-In to Brunch

We had an absolutely wonderful stay last weekend! From the moment we arrived, the service was exceptional. Emily checked us in and could not have been more polite, friendly, and welcoming. She greeted us with a smile, clearly explained how to find our room, and made sure we knew where to park. Ana also came out to greet us and took the time to chat with my husband while I completed the check-in process—a thoughtful touch that made us feel genuinely welcome.
We stayed in the Palm Tower, and our room was fantastic. The location was ideal, the view was gorgeous, and the amenities were very nice. The bed was especially comfortable, which made it easy to relax and enjoy our getaway. The elevator was a little slow, but honestly, it was such a minor detail that we did not mind.
The following morning, we met family for brunch at Arlo, the on-site restaurant, and the meal was delicious. Marxs, our waiter, was terrific. Although the food took a little longer than we expected, he checked on us regularly and made sure we had everything we needed throughout the meal. His attentive service helped make brunch a truly enjoyable experience.
Every team member we encountered was friendly, helpful, and welcoming. Between the beautiful room, gorgeous view, comfortable accommodations, delicious brunch, and outstanding hospitality, this was a memorable stay from beginning to end. We will definitely be back and would highly recommend this hotel!