I reserved 2 oceanfront rooms at the resort, and requested that the rooms be on the 3rd floor and be close to one another. I called the day before my arrival to confirm whether my requests had been granted. The hotel would not provide me any information at all.
When I reached there, I was told that there are no oceanfront rooms on the 3rd floor. Why didn't they tell me that earlier? And that they don't have 2 rooms close to one another. We were given 1 room on the ground floor (aka 1st floor) and the other on the first floor (aka 2nd floor). The ocean is not visible from the ground floor room, and barely visible, in the distance, from the first floor room. By any definition, these are NOT oceanfront rooms. I don't like to be cheated but that is how I felt then, and still feel the same way. So be careful if you decide to stay there.
In any case, we were already there and I asked to see if we could be together on the same floor. The receptionist said no. Later on, Jose Cepero made a pretense of checking whether something else was available. Oh no, nothing else was available even though the occupancy could not have been more than 25% on that Wednesday. He offered to change the rooms on Thursday but no one contacted me. I sent him a text on the cell phone number that he gave me but he did not respond.
The rooms themselves are outstanding, and the service is very good in general. But I am not happy being treated the way I was.
There are two people you should definitely fire and may be some others. The front desk receptionist, Erica, was awful. If you look at some of the TripAdvisor reviews, you will find her mentioned there too. Receptionists are not the only ones to blame; usually it is their boss. I would fire Jose Cepero, the front office manager. Until you do that, I don't think the reviews will improve.
