Just completed a stay here over the holiday weekend. We enjoyed our stay in October so much that we couldn't wait to be back. Overall it was a great stay, though the weather turned out to not be great due to a storm on the west coast of southern mexico.

Some service/hospitality issues came up early on.

First, during check-in the FD handed me a letter saying I was upgraded to the grand suite and explaining glob/prive benefits. But then backpedaled saying it was "subject to availability". She said we were getting upgraded to an ocean view room w/ club access. Fine, I booked the partial ocean view (non-club access, I'm a glob) via Prive with a confirmed upgrade to full ocean view room. I figured we were just moved to the club level floor, which I was ok with as long as we had the ocean view room we were promised. Turned out it was a partial ocean view. I check the app, and practically every room type is shown as available for my entire stay. I call FD and explain that we'd like the ocean view room we were confirmed to, she says no availability but she can get us moved to a grand suite the next day, and our suite would have priority for housekeeping once the guest checked out. We were tired from our travel day and after dinner I realized I was better off letting it go as I was in the room I originally booked.

This was fine until the power went out on our floor. Then the next morning our drain was slow to drain due to a clog. So I again decided to confront the FD personally and inquire about the promise made. The FD agent confirmed our move the suite and promised we'd have our room by dinner time and we would receive an email when our room was ready. After we came back on property from dinner, no email in sight, I again went to the FD. This was the 4th agent we had interacted with at this point who finally seemed to know what to do. We were handed our new key cards and our luggage was moved promptly.

After this fiasco we managed to have a great time despite the weather. The food and drink off 5th avenue is still as great as ever. The property was as impressive the second time around as the first.

Due to booking via Prive we had access to the breakfast buffet at La Cocina, which was decent. Their egg station had a decent selection and their spread covered pretty much any diet. However, we still enjoyed the minimalism and calm of the grand club and preferred to eat there for breakfast. Not sure on the occupancy, but due to the intermittent rain showers, La Cocina was busy the morning we chose to go. The grand club was also great in the evenings after dinner for some cocktails and dessert. See image for grand club occupancy on a Wednesday night.





The grand suite was excellent. If I was traveling with children, the suite would be worth every penny due to the large amount of space and the view. The standard rooms bathrooms use up too much space to share it with children. We were given the southernmost suite in the bridge, which I was happy with due to the complaints from the beach club that bleeds noise into the northernmost suites.


We will definitely be back again, though I feel no rush to return after the service issues we encountered.