Beautiful Resort & Dining, but Concierge Service Fell Short
This was our first international trip with our 6-month-old baby, so I had high expectations after doing extensive research. We stayed four nights with my husband and parents, booking two rooms in June 2025. The resort is stunning—spacious rooms, beautiful pools, and truly excellent dining.
The food and service at most restaurants exceeded expectations. Loto at the sister resort and Velas 10’s tomahawk steak are must-tries. We also loved Frida, Lucca, and Sen Lin (though I found the sauces a bit heavy in Sen Lin). We often walked in right when restaurants opened, even after being told they were fully booked—this worked especially well for Velas 10. The restaurant staff were fantastic, and we happily tipped throughout our stay. Thank you so much, especially to the staff at Frida and Lucca. I also loved the café—they thoughtfully packed to-go sandwiches for our departure.
Lunch at Azul and Cabrilla was less impressive, but we only tried each once. Food is ok but service is disappointing. We mostly chose poolside dining or in-room service, both consistently delicious and convenient.
The Kids Club was another highlight. Although our baby was too young to attend, we often saw the warm, energetic staff engaging with children—everyone looked happy and well cared for.
We also enjoyed the spa and hydrotherapy circuit (“water ceremony”), which was fun and relaxing, even at an extra cost.
Unfortunately, our experience with our concierge, Christian, was disappointing especially in comparison to other high end resorts we stayed with a private butler service. While he escorted us to our rooms and shared the activity schedule everyday through WhatsApp, his service felt passive and lacked initiative. We ended up booking most restaurants ourselves or doing walk-ins except Autor, Loto, and Lucca. Upon arrival, our room had only a crib and lacked expected baby items, which were delivered only after we asked. Fortunately, the resort offers many complimentary baby amenities—but only if you know to request them. I was glad I’d done my research.
Booking the signature restaurant, Autor, was frustrating. Our emails before arrival went unanswered. I requested two more times at and after check in. We then were told it was fully booked and required reservations 15 days in advance by Christian-something that should be clearly communicated online or at arrival. Only after escalating did Christian secure two seatings. The meal was enjoyable, though not way more impressive than other restaurants.
Christian also entered our room despite a “Do Not Disturb” sign one day to bring items I requested, which felt intrusive. Housekeeping was inconsistent—even when we removed the DND sign while out, the room was sometimes left untouched. The minibar was refilled only once, and I had to repeatedly follow up. When housekeeping did come, the service was good—it was just frustrating to have to chase it down.
I regret tipping Christian $60 on the first day after our arrival, assuming it would ensure better service. We also tipped pool staff regularly ($2–$5), but service there was inconsistent too—likely because we went between 3–5 p.m., near closing time, when staff were less available.
Another issue was the lack of orientation. We received little introduction to the resort or nearby activities. I had to rely on my own research to navigate dining options and amenities. While we were happy staying on-site with our baby, more guidance on local attractions or excursions would have been appreciated.
In summary, we truly enjoyed the resort’s food, rooms, and relaxed atmosphere, but the concierge experience and some service inconsistencies fell short. I wish I could give five stars, but due to these gaps—especially with our concierge—I’m giving 3 stars. I’d still recommend the resort for its dining and ambiance, but hope to see...
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