I stayed here for a few days in September.

I was slightly apprehensive given a few reviews which had pointed out that service was not what one should expect in a luxury hotel. But even my reduced expectations were disappointed!

Check-in seemed to take a long time, longer than it should have, certainly than we wanted after a long flight. The hotel had contacted us the week prior to our arrival asking for our arrival time. Despite everyone else checking in when we were being sent straight to their rooms, we were told our room was not ready (an hour prior to official check-in, and having warned them we were arriving early). Despite booking through a travel agent who advertised an upgraded room, subject to availability the check-in agent said she could not offer that. Asked to see a manager, who looked at the reservation and then offered us a room with a “panoramic” view.

Room had windows on 2 sides, presumably that is why the view was designated a “panoramic” view. But a huge TV completely blocked one of the windows. We asked to have the TV removed so we could enjoy the view and were told no. Also a little small to be considered luxury!

Dining tables far too close together. I couldn’t hear my companion because table next to us were shouting at each other. Again, the following evening other tables almost impinging on our space, made it very uncomfortable. Service was a farce. Not a fan of fried food so was told I could have the salad with grilled chicken. I was given a salad with grated cheese. My vegetarian companion was given a dish with a huge piece of bacon as a garnish. Desert was ordered straight off the menu but had to be sent back 3 times as they got order wrong. Eventually we gave up and just ate what they sent.

Drones – walked down to the beach and saw a drone. We were looking up at it, and it immediately zoomed over. As soon as we raised our phones to take a photo it zoomed away. Few minutes later it came back to inspect us, I raised my phone again and it veered off and went into one of the hotel rooms. When we asked the Concierge about this and raised privacy concerns, we were brushed off.

The account was emailed to us after our stay, and when I questioned various extra charges was given major push back, and our $100 Virtuoso credit was not applied.

Water in a can cost $10. Supposedly the water cans were refillable, but I never saw a refill station during our stay.

Any one of these failings can be excused, but not all, especially at a “luxury” hotel charging $1,500/night. Service either failed or was nonexistent. There was little/no effort made to correct service failings, which was disappointing. The view was spectacular, but the failings in almost all other areas put this hotel low on my list of places to go return.