Ideal place for quiet staycation. The place is beautiful.
Service was slow and staff came across as inexperienced. Lobby staff told me my room wasn’t ready at 3pm but he can’t promise me a timing and I should just wait for his phone call. Waiters kept informing me they weren’t the one on duty, he need to tell his colleague, need to go to the bar counter to pay etc. The concierge wasn’t sure whether the Cliff was pet-friendly… first said no, then said yes, and when we showed up, it turned out the main dining area wasn’t, and the area in front of the bar was, but only had bar bites and drinks. Scanning the QR code in the room to request for more water and pillows seemed like a redundant endeavour, since I had to call 45min later when nothing arrived (the person I spoke with didn’t seem to even have noted the online request). The pillow menu was also redundant cos I asked for an ergonomic pillow and a firm pillow and got two soft pillows.
In summary, impeccable hardware but incompetent software. I’d suggest more training in hospitality (impressions count ultimately), doing away with unnecessary shenanigans (why have a QR code in the room when clearly no one checks who orders anything), and simple enhancements that are sustainable (like since you went thru the trouble of putting together a furkid basket of goodies, why don’t just add a piece of paper detailing which eateries are pet-friendly or pet-friendly with conditions so that your concierge doesn’t need to scramble?)