Let me be very clear—I was upgraded to a beautiful oceanfront suite. As a self-professed hotel snob, I expect perfection, or at least competence dressed as luxury.
Unfortunately, the illusion cracked quickly.
The beach furniture looked like it needed a touch of Jesus, a Shake Shack renovation budget, and an exorcism. Weathered, neglected, and tired—much like the overall attention to detail.
The service was excellent… right up until I was literally bitten by bugs. That experience alone would have warranted empathy and professionalism. Instead, I was met with Susana, the manager, whose behavior was shockingly gross, dismissive, and downright mean. She embodies exactly who should not be in the customer service industry. If hospitality is about care, she missed the memo entirely.