So let me tell you about my experience, less than one a star to start with. I have booked Casa Palapa which is supposed to be the best villa on the property with 27,000 sq feet 5 bedrooms, private beach access and all the lovely amenities. So I was like why not, $21,800 for 4 nights. I have arrived on the 14th of August around 7-8pm to the front of the property, got greeted by the lovely highly professional security guard "being sarcastic". I got off the car as the guard is not letting us in, so I was trying to talk to the guy explaining that I have a reservation under my name for Casa Palapa but he kept brushing me off as if I didn't have a reservation so I kept asking the guy to let me in so I can get to the reception and when I walked in, he grabs me and starts pushing me and attacking me. Keeping it short and mellow, I ran in towards the reception to get to know that apparently they have checked in two random people to the villa which is under my name and that I have paid almost $22,000 for. However; it took them 3 hrs to fix the situation and have those randoms get off the property.
I left the first night for dinner and then when I'm coming back around 11:30, the security guy again won't allow me to go back in and had to wait 30 mins to what's app the manager so he can talk to him. The funny thing is that apparently im not allowed to get any visitors to my villa unless I want to pay an additional $175 per each visitor, I have asked them for something in writing but the shadiness keeps going and going... Next morning, I felt like having breakfast off the property so while I was leaving the property, again I got stopped and kept hostage against my will while they are claiming that I need to provide a piece of paper from the reception so I can get off. It keeps on getting more and more crazy, now apparently I felt like I was in jail.
I have booked a private chef for Sunday and have shared with the management that I will be hosting a private late lunch for around 15 guests, everything was perfectly fine and going smooth till most of the food & beverage went missing. Apparently the hotel staff has taken it thinking it was theirs so they took 2-3k dollars worth and kept me and my guests wondering what the heck happened. This is the most shady people, unprofessional, disrespectful bunch of thugs. They have stopped my guests from coming in that same night knowing that I had already shared with them that im hosting a private event.
Last night before checkout, I have went out of the property for dinner and when Im coming back, I got stopped again from entering the premises and the security got so violent that got sticks out on us. I will be attaching videos and pics for your amusement
Day of the check out, I have forced to pay $5,300 extra for unknown charges. When asked for a final folio or invoices, they have said that the department needed isn't working that day. keep in mind, the day of the check out was Tuesday and not a weekend. So I ended up paying that so I can be able to make it to my flight.
Since then I have talked to Lucero, the general manager of the property. She was very apologetic and promised to make it up and to provide me with the invoices and the folio, but nothing till now. It has been one week exact and she hasn't done anything, other than providing false promises. I will be attaching the message thread history between both of us for your entertainment. At this point, I will be contacting Marriot directly since this is a bonvoy property and will take it from there.
I have been to more than 600 hotel properties world wide and I haven't experienced anything close to such a horrible, disgusting, unprofessional, abusive experience. The majority of the staff are more of thugs rather than have a proper communication and service, such people shouldn't be in the hospitality business coz they know nothing about what it means.
I will be attaching bunch of videos and pics for your entertainment read more