First, the positives! The service was fantastic, the property was beautiful, and the staff went above and beyond in many ways. The food was generally very good, although the meat, particularly the beef, was frequently overcooked. The breakfast omelets were phenomenal when available! We also loved the guacamole, but unfortunately, its availability was inconsistent. While the resort itself is beautiful, the lack of enjoyable beach access was disappointing.
We were at the resort for seven nights to attend a wedding, and I cannot say enough about Anna, the wedding planner, who did an OUTSTANDING job! Because of Hurricane Simon, the wedding had to be moved from Saturday to Friday, and Anna managed to coordinate that significant change in just a few hours. I was incredibly impressed by her professionalism, flexibility, and ability to make it happen. The resort deserves tremendous credit for accommodating such a last-minute change. Given the many modifications and reductions to the original wedding experience, I sincerely hope the bride and groom receive a meaningful adjustment to their wedding costs.
Where the resort fell short was in keeping guests entertained, particularly during the hurricane.
I completely understand that Hurricane Simon created extraordinary circumstances and that outdoor activities had to be limited for everyone's safety. However, this was an opportunity for the entertainment team to get creative and provide enjoyable indoor alternatives. Unfortunately, that largely didn't happen.
The resort offered some games at the bar, but there were so many additional activities that could have been organized! For example, Casino Night was held after the hurricane, demonstrating that the resort had the resources to offer it. Why not organize something similar when guests were confined indoors? Karaoke was offered only once during our seven-night stay. Trivia contests, silly competitions, ice or fruit carving demonstrations, interactive games, and other creative activities could have made a tremendous difference.
Even when the weather permitted outdoor activities, pool entertainment was limited. Other than noon water aerobics and two ice bath sessions, I saw very little organized activity. The Gamer Room should have been open much longer hours, rather than opening at 1 p.m. or sometimes not opening at all. The kids' room could also have provided more opportunities for families to enjoy activities together.
Guests don't expect a resort to control the weather, but they do appreciate a resort that makes an extra effort to create enjoyable experiences when circumstances are difficult. Unfortunately, we frequently found ourselves with very little to do.
On the positive side, the resort did an excellent job adapting its food service during the hurricane. Moving the breakfast and lunch buffets into the conference room was a smart decision and was handled very efficiently. Dinner selections were significantly reduced, which was understandable given the circumstances.
My greatest disappointment, however, was how the resort handled guests who were stranded because of canceled flights.
Guests had no control over the hurricane or the resulting travel disruptions. Many simply needed one additional night of accommodations until they could leave. Rather than offering a reasonable, compassionate extension rate, the resort quoted an extraordinarily high price to stay another night.
This was an enormous missed opportunity to demonstrate hospitality and goodwill.
With dining options significantly reduced, alcohol service unavailable, entertainment limited, and arriving guests likely affected by the same travel disruptions, this would have been the perfect opportunity to offer stranded guests a reasonable rate — perhaps even a discounted one.
Instead, the extension rate was so excessive that we chose to move to another hotel rather than remain at the resort.
That decision left a much more negative impression than any inconvenience caused by the hurricane itself.
A hurricane is beyond a resort's control. How a resort treats its guests during and after that hurricane is entirely within its control.
This is a beautiful property with wonderful employees, and there were moments when the staff truly shined. Unfortunately, the lack of creative entertainment and, especially, the pricing offered to stranded guests overshadowed much of the goodwill the resort had earned.
I hope management takes this feedback seriously because the difference between a good resort and an exceptional one is often how it responds when things don't go according to plan.
