"I stayed in the Tower Suite from October 21 to November 1 on an all-inclusive package, and the people made the trip. Karen, the housekeeper, always greeted me with a smile and a great attitude, and her positive energy made the room feel welcoming every day. Jenny, the hostess, understood right away that I was on vacation and wanted no worries. She was approachable and consistent, with the same warm attitude from my first day to my last. Both are a credit to the property.
The suite itself gave me no issues at all. The location was ideal, just steps from the pool and the beach. Café Havana was a highlight. I enjoyed every meal, and the restaurant is a real testament to the quality of the hotel. I also used the laundry service, which was a little pricey but prompt.
My one disappointment was billing. Although my stay was all-inclusive, my family was prompted to pay a balance each time we left the restaurant. At checkout, I was told I had incidentals to pay. When I asked reception to look into it, she made a quick call and I was told the amount was small and that I should just pay it. I would have appreciated an itemized breakdown and a clear explanation of how all-inclusive guests are charged. A concern like this deserves to be heard, whatever the amount. Frankly, both the billing issue and how it was handled would make me reconsider staying here again.
The staff, the setting, and the food are excellent. Clearer billing and a better response to guest concerns would make this a"
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