We had a negative experience with this hotel from the very first day because of a supervisor named Eliana. She consistently had a poor attitude towards us and was dismissive when speaking to us. Asking simple questions of her was treated as if it were a burden.
When we checked in, she did not give us the QR codes we needed, which created delays when we tried to enter into the lobby through security. She provided us with a different room number from what the security team had, which created confusion and increased our stress levels.
The shuttle service was poorly ran. There was a schedule posted, however it was not adhered to. One morning we received information that we would not see a shuttle for hours and to go eat breakfast instead. We had just finished breakfast when we were told the shuttle arrived. The next day we were given conflicting information again. When we requested a beach rope pickup, which they advertised as a service, we were told it was not available because six people already booked the shuttle ! So we missed going to the beach. Our room was fairly clean, but the bathroom was not acceptable. The drain continually clogged, and the toilet seat was discolored and had visible stains on it. Overall, the poor communication and lack of professionalism from Eliana made for a very disappointing and frustrating experience during our stay at this hotel.
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