"The hotel itself was absolutely beautiful, and the room was clean, comfortable, and visually impressive. The bed was very comfortable, the shower had hot water consistently, and overall the property had a high-end appearance. While the shower pressure could have been stronger, the accommodations themselves were enjoyable.
Unfortunately, the service experience did not match the quality of the hotel. Throughout my entire stay, there was only one staff member at the very end of my trip who spoke English. Communication was extremely difficult during my stay, which made several situations frustrating and stressful.
I was also disappointed by the attitude and lack of friendliness from the reception and staff members overall. For a hotel of this caliber, I expected a much more welcoming and hospitable environment.
Additionally, I was surprised that there was no elevator available. I traveled with several heavy bags, including a large speaker that I used almost daily, and having to carry everything up and down the stairs was very difficult.
Another issue occurred when I was told I may be charged extra for a towel that had makeup on it. I had to use a translator to help explain and defend the situation in order to avoid additional charges, which was uncomfortable and unnecessary.
That said, I do want to recognize Sergio, my server, who was very kind, polite, and friendly throughout my stay. I also appreciated the gentleman who initially helped bring my luggage to the room."
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