宫殿式池畔体验

2026-11-08

Extremely Disappointing Experience Deleted Reviews and a Complete Lack of Professionalism and Accountability What makes this experience even more unacceptable is the fact that every time I try to post a review about my experience on the hotel’s website, my reviews are deleted. Instead of taking my concerns seriously and providing an explanation, the hotel seems more interested in hiding negative feedback than resolving the issue. I stayed at this hotel from August 1st to August 16th, 2026, in one of its large luxury suites. This was my fourth consecutive year as a guest at this hotel, which makes this experience even more disappointing. Shortly after checking out, I realized that I had left my extremely valuable Chanel wallet, made of genuine crocodile leather, inside the locked safe in my suite. I immediately contacted the hotel, clearly explaining exactly where I had left it. To my disbelief, their response was simply that they knew nothing about it and that the wallet was not there. How can such a valuable personal belonging, left inside a locked safe in a luxury hotel, simply disappear without any explanation? No meaningful assistance, no convincing explanation, and no apparent effort to properly investigate the situation. Not even a simple apology was offered, which should be the minimum level of courtesy shown to a guest. After spending 15 days in a luxury suite and being a loyal guest for four consecutive years, I expected far more professionalism, responsibility, and respect. What disappoints me most is not only the disappearance of a personal belonging of considerable value, but also the hotel’s indifference and the deletion of my reviews instead of providing a serious and transparent response. I am not accusing anyone without evidence, but I find this treatment absolutely unacceptable. Deleting negative reviews does not change what happened. On the contrary, it raises even more questions about the hotel’s transparency and accountability. True luxury is not measured by high prices or expensive suites, but by security, trust, and the way guests are treated when something goes wrong. This experience has completely destroyed the trust I had built over four consecutive years. Extremely disappointed by the disappearance of my valuable wallet and, above all, by the hotel’s lack of professionalism, transparency, and accountability.

2026-11-06

Absolute joyful experience. This is our 5th time in this amazing hotel. I can’t begin to describe what an incredible service they gave us. The hospitality, room cleaning and the staff are truly outstanding. Our suite was serviced 3 times a day. Breakfast is wonderfully served overlooking the beautiful golf course. We loved every minute of it and we always come back. I would like to recognize Tony at the reception and Yolanda at the breakfast who made our stay more special. Thank you to all the staff including the valet guys 🙏

2026-11-05

A wonderful breakfast with excellent service. We were served with incredible kindness and professionalism by Elena, Yolanda Urios, Juan Rivas, Sean, and Sonia.