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The check-in process was completely lacking. I stood outside for over an hour emailing calling and trying to get lit in the door. It says the front office is open, but you have to know how to get in the door. Apparently you have to use the keypad and click on one of the options that was available. But nowhere was that in the directions and the phone number to call the reception area was not taking phone calls and no one ever responded to my emails so I spent almost 2 hours standing outside until other people came along and let me in. Absolutely ridiculous!

Here is a review based on your experience: Expectation vs. Reality (Saved by a True Angel named Ana!) Let’s be honest: at nearly $700 for two nights, your expectations naturally run high. First things first, a quick public service announcement for fellow travelers: whoever took the photos for their website deserves an Oscar for Best Visual Effects! They are masterfully crafted with special staging, so don't expect to walk straight into a polished brochure photo—the actual hotel is quite a different story. If I were rating the hotel solely on the reality check versus what’s advertised, it would barely stretch to a 3-star review. The location itself is undeniably gorgeous, but the gap between the website photos and real life was definitely disappointing. However, enter Ana! Ana works at the hotel and single-handedly saved our stay. She went above and beyond—doing the absolute impossible—to make sure our trip was nothing short of perfect. On a scale of 0 to 10, Ana easily scores a 20! When you bundle the hotel experience with the extraordinary 5-star service provided by Ana, the overall experience climbs up to a solid 4.5 out of 5. Go for the beautiful location and Ana’s exceptional hospitality, but just remember to leave the picture-perfect expectations at the door!

The staff was super helpful, I will stay here again.

Terrific staff and amenities. The woman who handled our check in was superb. The thermal pools and views are spectacular. What a relaxing place. Possibly the best breakfast I have ever seen included in your stay. I can’t wait to come back.

Walking distances to main plazas, port and train stations. AC was great. The whole staff was very friendly.

Great hotel , clean, friendly and helpful staff, beautiful view, breakfast need a little more variety.