"We were very excited about our stay here to celebrate our birthday/anniversary. Usually when we do book a trip to celebrate something special, it is acknowledged and we are greeted with some type of room decoration or complimentary champagne. We took the time to notify the hotel prior and were told it would be added to the notes of our booking. Upon arriving we received nothing and to make matters worse it wasn’t even acknowledged. We even opted to upgrade our booking to a swimout on the adults only side from the Grand family side. We spent an extra $800 to upgrade and I honestly feel like we were robbed. The resort overall was not that busy and the experience was not up to par. We got no additional amenities, not even a credit towards entering the spa. We complained that the AC in our room was malfunctioning. They told us a maintenance worker will come to the room to look at it, yet all they did was sent a fan to the room. The AC was not cold at all. Also, power went out for atleast 3 hours in the night. We got no apologies whatsoever and not one word was said about the electricity being out for that long. This experience was honestly the worst we’ve had and we’ve traveled to numerous islands across the Caribbean. One positive remark I have to say, will be towards Ms Primrose in the food market, Jodie Macaroni at the pool snack bar and Lacey on the Omelette station, exceeded customer service expectations!!! They were honestly the only highlight of this stay."
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