Overall, a beautiful hotel, delicious food and wonderful staff but the Royal Level needs some tweaks. It’s a huge hotel with lots of options but we weren’t guided as to how it all worked, with regards to the Royal Level, half board etc.
We didn’t get our Royal Level check in experience, or Welcome Drink, as the desk was closed and no follow up the next day either which would have been nice.
They need to sort the music at the RL pool - some days there was none, some days it went from radio, to playlists, some days rock!? When there was none, you’re left with the sound of constant bouncing balls from the games courts next to it as a soundtrack!
I noticed they had staff going round the Plaza pool telling guests what was going on/events etc. This didn’t happen at the RL pool.
They should offer a small snacks menu at the RL pool to elevate the experience.
The Spa was also severely understaffed and problematic to book. Appointments were changed, slots were juggled. The treatments themselves, when we finally got them, were great, as were the therapists, but for a hotel of that size, they need to have more staff there - we were restricted as to what we could actually have due to time constraints and available therapist skills, making their extensive spa menu pointless.
Shout out to the awesome Hilary who hosted the RL restaurant. Wonderful smile and always helpful. Also the enthusiastic Cristobal who headed a few activities we went on.
