Tldr; great pool area, but definitely not ready to compete with Rosewood/Banyan and probably not ready to be open at all.

Arrived yesterday at 3:30pm. Check-in time is listed as 3pm. Room was not ready and staff was unsure when it would be available. We were offered to buy lunch at the beach, which seemed odd given the time of day, but we had a drink and guac while we waited. At 5pm, we still hadn't heard from our host - 2 hours past check-in time - still no comms about the room availability.

We found her at 5:30pm but she said the door lock wasn't working. At 6pm, we finally received our reserved room category - a beach area suite with plunge pool. Unfortunately, the floor was soaking wet (humidity?) and worse was what we discovered when our 4 year old was jumping on the bed. There were 10+ exposed nails sticking out of the headboard. Thankfully nobody was hurt, but I'm confused as to how this room passed inspection. I sent a video to our host and we waited outside the room to be picked up. This took another hour.

The rooms director arrived and acknowledged the safety issue but said she was still working to find us a room. This is surprising given that the resort is at 40% capacity. They clearly don't have all the rooms fully renovated. We were moved (and downgraded) to a studio unit with plunge pool. On a positive note, our unit is one of few with the in-ground design. But it's not a suite and it's much too small for our family of 4.

After 20+ years of constant travel, I can count on one hand the number of times I've complained at a hotel. I'm uncomfortable doing so and roll my eyes when I hear others "asking for freebies", but this situation feels different. The first day of our trip was completely ruined. The late room availability was an inconvenience, but the exposed nails could have injured my child and represent a much more serious issue. The lack of communication and service recovery is particularly surprising given the hotel's "luxury" status.

What would you recommend?


There were at least 10 of these across the length of the headboard. Mostly hidden behind the pillows. How did housekeeping make this bed and deem it safe for guests?!




Sargassum in the mornings, but they do a good job of cleaning it up.