We had booked and paid for the beach suite months in advance. We were 15 minutes into the check-in process I could tell something was wrong. A young girl came back and asked for our voucher. Another 10 minutes later, she tells us our ocean suite is ready. When we told her we had booked the beach suite (2 times larger and more expensive), she again went back to the front desk. Another 10 minutes later, she tells us that the reservation had not been made correctly by Expedia and our room was not available. She was willing to give us the ocean suite and reimburse the difference. We refused. Then she said the penthouse was available at 4 times the cost of our room! Obviously, this option did not suite us as well. She left again and came back with the manager, who tried to switch us to another Alila hotel. To make a long story short, we ended up getting our room after waiting about 1 1/2 hours (how? I really don't know). It felt like they tried to give us a cheaper room, hoping we wouldn't notice.
The rest of our stay was great. The restaurant has a great view, the food was good, the room big and comfortable. And they did offer free transport to the airport. But the initial welcoming left a sour taste.More
- Free Wifi