While the property itself—set in a stunning location with spacious, clean villas—is truly impressive, my experience at this 5-star hotel was far from what I expected given the price and reputation. Unfortunately, the lack of attention to guest service and poor communication overshadowed what could have been a much more enjoyable stay. Despite multiple attempts to reach the hotel via both email and WhatsApp, I received no responses to my inquiries before and during my stay. In the hospitality industry, prompt and effective communication is key, but the hotel staff completely failed in this regard, leaving me frustrated and unsure of the details of my booking.
For a special occasion, I requested a birthday cake to be delivered when having breakfast. Not only was the delivery late—well beyond the promised time—but when it finally arrived at the villa, there was an error in the message written on the plate. These small yet significant touches were completely mishandled, and it felt like no effort was made to make the celebration feel personal or special.
At a luxury property, this level of disorganization is simply not acceptable. While the villas are spacious and well-maintained, and the surrounding area is gorgeous, the service falls far short of what you'd expect from a 5-star hotel. For the price, the overall experience doesn't justify the cost, and I left feeling that the hotel could not live up to its premium branding.
