Such a beautiful property, great authentic food with a large variety, amazing parks, face to face service was great, amazing drinks and bar staff. Bar staff are very attentive and always made sure you had a drink in your hand. Jazmine was the absolute greatest! The spa is also breathtaking!
With that being said I did have a couple issues. I was told that my room had a butler and that I would be contacted via WhatsApp. That did not happen until my last full day.
My biggest issue was that I was offered and upgrade for $200 a night which was discounted to $100 for a “jump room”. I was told the room sat on a river and I could jump in from my room. I took the upgrade and was escorted to my room by Luis, who was great. He showed me the room and showed me the open balcony/platform that I could jump from and the stairs to get back up. Long story short I spent two days going back and forth as to whether I’m allowed to jump or not after being corrected by a life guard. I was told by two managers and housekeeper that I could jump, I was told by another manager and two life guards that I could not jump.
I wanted a refund since I paid for something that I did not get, and I did not want to go back and forth anymore. They refused to refund me and said I could jump and needed to sign a release form, this was on my last full day. I was given a private car to the airport and a free upgrade on my next visit.
