Overall, our stay was pleasant, but there were a few issues that negatively affected our experience.
The airport transfer to the resort was a major disappointment. The car was in very poor condition, with a moldy smell, trash left inside the vehicle, and none of the seatbelts were functioning. We also had to wait a long time for the driver to arrive. It felt unprofessional and more like a random ride service rather than a hotel-arranged transfer, which did not feel safe or appropriate for a hotel of this standard.
We were also very disappointed with the restaurant Grotto, which felt like a scam. It was recommended by the hotel that we change our plans and visit on a specific evening when a buffet was being offered, which raised our expectations but unfortunately made the experience even more disappointing. The service was essentially nonexistent.
We had to clear our own table, fetch our own water when moving tables, and even though we repeatedly tried to get the staff’s attention to order more drinks, we received no service at all, despite a service charge always being included. We shared this feedback at the reception, and the following day the manager followed up with us, apologized, and acknowledged the situation.