This was our second time vacationing at this property in less than a year and I’m sad to say that it has been a disappointing experience.
In short, upon realizing that our first room had AC issues, we went to the front desk to change our rooms. We approached Kevin at the front desk for assistance. Near the end, Kevin mumbled something in Spanish, to which my gf understood. She told me that Kevin had insulted me using profanity that I won’t repeat here.
This was essentially the most unprofessional act of customer service we’ve experienced. It was as insulting as it was unwarranted. Insulting a guest, not to mention to their face, should not be acceptable at such a property.
We ultimately left and informed our butler, who helped bring it to the manager's attention. The next day, we spoke to the manager, Gustavo, about the incident. He informed us that Kevin admitted to using the profanity but claimed it was directed at his coworker. This seemed like a convenient excuse. Regardless of who he directed the insult to, is someone who openly insults guests or coworkers really suited for this kind of position?
We had been so excited to return to this resort but this experience has ultimately soured our perception of it.
I do want to shout out our butler Chan who was the most memorable part of our stay. He was attentive, friendly, and helpful, I would say that he was half the reason that our stay was great. Joy, the chef, was also very accommodating towards our allergies.