Although the resort is gorgeous, our casita (no. 5) was a dump. It was dirty and run-down, and it smelled like sewage. There was thick dust on the front of the bathroom cabinet and debris on the side. The furniture, doors, and walls were beat up throughout the room.
I booked a casita to enjoy the sunset on the patio, but the door to the patio was broken, and the patio chairs were situated next to a noisy outdoor fan surrounded by an ugly rusty enclosure.
Unfortunately, we didn't notice these defects until after having an early Thanksgiving buffet (disappointing) and then using the heated pool, which was the best part of the stay. By the time we went to shower and change, we were too tired to ask to change rooms, especially because we were only there one night.
When we checked out, we told the woman at the front desk about all of the shortcomings and complained it wasn't worth the roughly $400 price tag. She said there wasn't much she could do since we paid in advance but offered to take $20 off the previous night's bar bill -- what a slap in the face! My husband complained, so she also took off the $40 "resort fee."
The staff here was pleasant and as helpful as they could be, but it's clear management gives them no agency to provide great customer service. I will never stay here again, and I posted on my Facebook page to let others know how horrible it was.