The service at this property was beyond excellent. The pool, gift shop, and wait staff went above and beyond my expectations. The exceptional staff members included:
Pepe and Francisco at the the restaurant, Yvonne at the gift shop who shopped for a sun shirt for my daughter, and Pablo at the dive shop.
The food was also excellent.
The real drawback at the hotel was the noise at night from the properties surrounding the hotel. The music was SO INCREDIBLY LOUD and being inside the rooms seemed to amplify it. Instead of addressing the issue, the hotel passive aggressively left ear plugs on the night table. The music was so loud on the edge of the property that the water in my glass was vibrating. I asked the first night if this happened every night, the reply was that “it only happens on the weekends.” Two days later when the noise was at a crescendo, I requested to move our room. The front desk staff was condescending and acted as if it were an unreasonable request. At the end of our stay, I was told by the butler that our late checkout was no longer viable because “we moved rooms.” Later, I showed the front desk staff our letter of guaranteed late check out and was granted a check out at 2:00. The noise would have been so much easier to tolerate had I known about the noise at the start of our stay. An explanation of the ear plugs and an acknowledgment of the noise at night would have gone a long way.