“Super lindo”

“I’ve been coming to this location since it was a Sheraton, maybe 20 years ago, and an owner since the Westinwas built. I usually come to this resort in March and October. This has been, by far the worst vacation I’ve ever had at a Starwoods (former) property. Other owners I’ve talked to during my stay the past 2 weeks have confirmed my own perceptions, that the resort has slipped substantially since the takeover by Marriott Bonvoy and is no longer one I would recommend and will not return to. This is very unfortunate due to the great friends I’ve made there that remember my name every time I come back. Due to Covid, I didn't expect it to be business as usual here and I understand the impact Covid has had on the resort leading to turnover in staff and changes in amenity availability due to social distancing requirements, but I expected it to be the same helpful, friendly environment Westin had always provided here for me and my family. In some respects it is, but in most cases it is not. Hurricane Delta certainly didn't help, but in an emergency situation the resort did the best they could and kept us safe. They get 5 stars for that, but everything else is a zero to one star. Specifically what I’ve found here is a severe lack in communication (especially emergency communication) inadequate customer service and a heavy-handed approach in customer relations. For example, they sent a manager and a security guard to escort me from the pool when they said it was closed but I saw no evidence of signage. There wasn't one on the path from the rooms to the pool, none on the ladder I used to climb down into the water and certainly not one on the pool bar counter where I sat down. I was supposed to divine that the pool was closed, because in their words, “I’m the only one in it” This is only one example of many of poor communication and a heavy-handed approach to customers. Certainly not the resort I remember. I can tell you there there are shining stars there by the name of William, Felipe, Joaquin and Jorge at the pool bar and Christian in sales. To make up for my poor experience here, Christian from sales told me he would bring some great mexican coffee to me this morning when he came to work that I could take home. He had a flat tire and had to cancel his work day, but he came to the resort after it was fixed, knocked on my door and handed me the coffee. I was overwhelmed by his gesture which makes it hard to write this review, the first one I’ve ever written. I’m happy to talk to others and share my other specific experiences.”