As previous reviewers have commented, the facilities at this resort are 5-star but it is somewhat let down by poor customer service. We had a number of issues with the valet parking - the staff there were unhelpful and discourteous and really didnt seem inclined to work for the whopping $30/day guests pay to use their service. We also had a problem with room service - we were told it would take 30 minutes to arrive and it actually took an hour, and arrived cold. This charge was refunded but that is not really the point. Housekeeping was also a problem - they didnt replenish our toiletries, coffee or water and didnt clean our bathtub. These problems were only rectified after several calls. Finally, one of our roomkeys didnt work for the duration of our stay. When I went to the desk to have this fixed, there was a huge line of people waiting to check in. I went to the President's Club desk since I am a member, and was basically told to get back in line. When I told them I couldn't get into my room they offered to fetch security to gain access - hardly a sensible solution. I returned to the desk later that day to get a new key and it took all of five seconds for them to recode it - something they could have done earlier on.
The biggest issue I have with the hotel is that they were decidedly unapologetic about all of these problems. We were not made to feel that they really cared about them. The person I dealt with concerning the defective room key claimed to be a hotel manager (a Mr Pierri) but certainly didn't work to make us feel that he really was interested in our concerns.
Overall, given the wide range of luxury hotels available to choose from in South Florida, I would be unlikely to return to this one purely because of the poor customer service experience.










