I almost never leave negative reviews, but after reading so many glowing ones before booking, I feel like I owe future guests an honest perspective. We chose this resort because it’s considered one of Hyatt’s flagship luxury properties. We also redeemed a huge number of World of Hyatt points to stay here because we thought it would be an unforgettable experience. Looking back, I deeply regret using them. Those points could have gone toward several incredible stays elsewhere, and I left wishing I’d saved them. Our first impression wasn’t great. The arrival process was confusing, no one was at valet, and two staff members walked right past us without acknowledging us or offering help. After check-in, we were simply handed a map instead of being shown to our room or even given a quick orientation. For a resort charging over $2,000 a night, it felt surprisingly impersonal. The biggest disappointment was the pool. We spent over eight hours at the pool and pool bar over two days. Not once did a server, bartender, or pool attendant come over to ask if we needed anything. Meanwhile, I watched staff regularly check on other guests throughout the day. Whether intentional or not, we consistently felt overlooked. The pool area also wasn’t being maintained. Dirty towels, dishes, and glasses sat around for hours—long enough for ants to show up. We ended up clearing our own chairs and putting up our own umbrella while staff members watched without offering to help. Then there were the towels. Before going to the pool, I even called the front desk to make sure towels would be available. When we got there, there weren’t any. I asked at least five different employees for towels. Three simply told me they were out. No one offered another solution, and no one ever followed up. Over two hours later, we still didn’t have towels, even though I watched another couple have some brought to them. Eventually, a whole bag of towels finally showed up around 7:30 p.m. The drinks at the pool bar were honestly pretty underwhelming, and every time I ordered it felt like I was inconveniencing the bartenders. On the positive side, the food was genuinely good—especially the chips, salsa, and guacamole. Dinner at The Sur House was another letdown. We had an 8:45 reservation (the only available even though we were overnight guests) but weren’t seated until around 9:20. No apology. No acknowledgment of the delay. Nothing. The appetizers were great, but the entrées and desserts were just okay, especially the steak. After dinner, we asked both our server and the host to call a shuttle back to our room because the gravel paths were rough in heels. We were assured several would be waiting outside. There weren’t any. After standing outside in the cold, we went back in and found staff who seemed unsure what to do. Eventually, I had to text the concierge myself because six guests were waiting for transportation. Fifteen minutes later, a regular passenger vehicle showed up instead of
