"The location and design of this hotel is incredible. It’s only fault is how many rules management requires the staff to enforce. The staff are incredibly kind and the only challen
1) When we arrived, I was informed that I could not check in because I did not have my physical ID with me. At first I thought they were joking because a picture of your ID works everywhere now except airports of course. No explanation for why the rule exists, just pointing to a message that was sent to guests beforehand. Luckily I had a friend in Medellin to bring my passport to another hotel location for verification. However we were required to wait 2 hours for this to happy. My fault for not reading the message, but regardless a sub par check-in experience after travelling 2.5 hours. Offer a free drink or something trivial.
2) Next was the rules at the restaurant. Want to sit at one or the tables with a better view and fireplace? There’s a min spend commitment. I get the concept but the restaurant was completely empty and we were only 2 people. Use a situation like this where there is no incremental cost to offer something as an opportunity to delight guests.
3) Finally, walk too far with a pool towel and a security guard will remind you that you are carrying contraband. It’s a resort, let people move freely and be comfortable if they need to dry off walking to the room. It’s a small thing but k"
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