This trip did not meet our expectations, primarily due to the level of customer service we experienced.
Our incoming flight was delayed, resulting in a late arrival and check-in. Unfortunately, during the check-in process, several key items were overlooked, which significantly disrupted our vacation plans while traveling with an infant and a two-year-old.
- Room service was not enabled, and it took an additional day and a half for it to become available on our TV.
- I was unable to make restaurant reservations due to a system issue, which limited our dining options to the buffet restaurant only.
- I had to visit the lobby multiple times to address these problems.
- The restaurant staff was not particularly helpful. For instance, when we inquired about infant food at the explore table, we were informed that it was unavailable, yet we discovered it the following morning. This inconsistency was frustrating and indicated a lack of willingness to assist.
- Additionally, we were not informed about the personal concierge service until the last day of our stay, which we accidentally learned about while visiting the Gazebo to ask a simple question.
- To compound our experience, when we inquired about the concierge service, we were drawn into a marketing and sales presentation that consumed several hours of our time. Despite finalizing paperwork, we were later informed that the villa we were interested in was unavailable, which felt misleading.