I had booked a standard room, however I ended up upgrading to one of their casitas for an additional $500 or so a night. I stayed there for a night as a “Valentines” get away with my girlfriend. “ The supervisor was focused more about the money than the guest experience. I have been staying here for 10 years, countless times, and have spent so much at the tables, dining and spa and that’s what I get. After dinner I went back to the front desk and the interaction with the supervisor which I won’t even put his name here on blast, was the worse ever! He told me he couldn’t do anything for me but remove my resort fee of $25 because “ technically only VIPS book those casitas.” I felt so embarrassed and little when he told me that. I went over to Cielo for dinner and I still had no call. I went to speak to them in person and the agent said the supervisor wasn’t available so he would call me. Should i had known it was a handicap room, I would have never upgraded ! Upon checking in, I called the front desk to inform them and the agent said a supervisor would be in touch soon.
