I had a two night award stay there at the end of October where they refused to honor an upgrade award. I made the reservation online and did the upgrade award via the concierge line. The concierge called the hotel and confirmed me into a king ocean suite. On arrival, I was told that I had not been upgraded to an ocean king suite, but rather a studio suite on the third floor of a building near the reservation desk. (Note that the hotel does not have any studio suites in the reservation system for the main hotel, only for the Palmoro House). Oh, and surprise, the elevator for that building was broken and would not be fixed for at least two days!

I was traveling with my wife who currently has some mobility issues and can't climb more than a few steps at a time. After a long discussion with an assistant manager, they finally put us in a large ocean front room. The assistant manager seemed to a big hurry to make sure I got my upgrade back. Seemed rather odd. During this discussion, I discovered that did have another regular king suite available, but would not assign it me. Would not give any reason for this either.

When I received the email for Hyatt asking about how my stay went. I did some complaining. For this, I got a very generic apology that seemed to make light of my concerns. At this point, I was rather unhappy about this and reached out to my concierge. She opened a case and contacted the hotel. She told me I would be hearing from someone on the hotel's executive team within a day. I never heard a word from the hotel. My concierge was very apologetic and seemed surprised. After 3 days, she refunded half the points used for the stay.

Overall, the staff was quite pleasant and the service received was good. Only had breakfast there, but it was quite nice ($70 cap). As someone else noted, they do not have room service. Did not have any problems getting a 4pm checkout.

After this, I definitely would not stay there again.