We were unfortunately less than impressed with our stay and would not recommend this resort. We chose the butler option expecting an enhanced experience, but it didn’t deliver on its promises.
Check-in was unwelcoming, and the staff seemed bothered by the fact that we had children in our group. On the first night, we couldn’t get dinner reservations because our butler wasn’t available until the next day. Once he arrived, he secured a reservation at Tori, which was underwhelming except for the tartare.
From day one, we requested the steakhouse, but it never happened. By day three, the only option we were offered was a 9:30pm reservation—completely unrealistic for a group with children. The next night, no effort was made, and we were sent to Mangú, which we had already eaten at multiple times for lunch, trying to avoid the repetitive buffet.
On our final night, we met other guests who had no butler service and still managed to dine at the steakhouse their first night. That confirmed how poorly we were managed. When we raised our concerns with customer service, no one seemed to care. To top it off, our butler texted us at 5:40pm with a 6:00pm dinner reservation—again, not practical with kids.
We were also supposed to receive a $200 credit for our room and $90 toward the spa, but we were never informed about either during our stay. Our complimentary bottle of wine arrived the night before we were leaving—too little, too late.
The overall service was unfriendly,