While the property itself is spacious, clean, and visually appealing, our overall stay was significantly impacted by poor customer service and a lack of communication.
Excursion Handling & Cancellation Policy
The hotel originally rescheduled our pre-booked rafting trip once, which we accommodated. However, when asked to reschedule a second time, the new time conflicted with our plans. While the hotel permitted the cancellation of the excursion, they refused to allow us to cancel our room reservation—despite the issue originating on their end. Furthermore, my subsequent request for resort credit or a room upgrade to offset this inconvenience went completely unaddressed.
Check-in Experience
On the day of arrival, we received an email stating that no staff would be present for check-in and that our key would be left attached to the office door. While functionally fine, it lacked the professionalism expected of a guest property.
Unexpected Facility Closures
Following a long day of travel, we planned to dine at the on-site café, only to find it closed. We were given no prior notice of this closure, forcing us to drive elsewhere for meal options.
Regrettably, it felt as though our family's experience was disregarded due to the private staff event occurring that day. I hope this feedback—which I have also shared directly with management—helps improve communication and service standards for future guests.