Everything was exceptional

There were several issues that didn’t reflect a true five-star experience, and I believe the hotel’s rating is overrated. Cleanliness was below expectations, and the rooms design lacked privacy — the bathroom and toilet opened directly into the room, with the sink placed openly without separation. We visited in June, and unlike Cancun where seaweed is cleaned daily, here it was left untouched, causing a strong odor. There was no cell signal, and the hotel Wi-Fi kept disconnecting. Food and beverage prices were also unreasonably high for the level of service offered.

Food could use improvement

Everything is perfect

This is the first time I’ve ever given such a low rating to a hotel, and I do so with great regret. Let me explain why: two credit cards were stolen from us, which we had placed in our backpacks and which never left our hotel room. These were company credit cards that we wouldn’t have used during our vacation. Therefore, the only people who had access to the room, apart from us, were the housekeeping staff—the only ones responsible for what happened. Moreover, at check-in, we were explicitly told to be careful with our belongings and to always store everything in the safe, including our laptop, and never leave anything in the room. This suggests that the management is already aware of such issues in their establishment. In fact, we followed this advice—except for the credit cards, which were outside our wallets. However, we never would have imagined feeling unsafe inside our room in a luxury hotel. Result: Around 1,000 euros in transactions were charged to one of our credit cards after our departure. When we contacted the management and promptly sent them our bank statements, not only did they do nothing to resolve the issue or provide any explanation, but they even demanded the name of the receptionist who had warned us about possible thefts in the rooms—so they could take action against him. This is outrageous! Two weeks have passed. They told us they would investigate, but in the meantime, we are the ones who have been left at a loss. Other downsides: a large room but poorly furnished (there’s no proper wardrobe or dresser to store clothes—the existing one is ridiculous, small, and smells like old wood; there’s no desk; the beds are uncomfortable, and the pillows are terrible—I woke up with a stiff neck every morning, and they don’t offer any alternative pillows upon request). The service is not always up to standard (we complained multiple times to the manager about the staff’s slow service). Breakfast starts at 8:00 AM, but at 8:30, the waiters are

Nothing

Wifi could be better ( connection was lost every few minutes )

None

everything was perfect!

Nothing

Nothing