"STAFF: Upon arrival, we were instantly greeted by the friendly staff. We arrived hours prior to check-in, and were able to access El Mercado to eat. After a long flight, we definitely appreciated this. Communication is exclusively WhatsApp, so it’s important to be comfortable with this. When it was time for check-in, the property did not miss a beat with letting us know. We were instantly contacted by our butler, Jose Miguel, who walked us through the process. He was there every step of the way and asked us what our plans weee for the duration of the day. He knew what we were interested in, and didn’t miss a beat with making our dinner reservations. Jose was very attentive and checked on us frequently. We were also celebrating our son’s birthday and he helped us with a door banner as well.
ROOM: Our room was the garden view, and we were looking forward to a seating area on the balcony. Instead, there were 2 chairs and a tub so that threw us off a bit. We also experienced a running toilet, which was addressed by the staff. The bathroom and toilet floor would constantly get flooded from the shower, so we had to put towels on the ground to assure no slipping. It is very important to keep the doors closed at all times to avoid condensation. The room gets very moist due to humidity (obviously).
POOL: We had excursions booked each day of our stay, so we were off property and did not access the pools. However, we learned that you might have to supply your own tubes."