This is an amazing, historic hotel. It was a splurge, but worth it. So why only 3 stars?
There was a complete lack of transparency on pricing.
We wanted to order room service. No menu, you have to go on-line. We went on-line. No prices. If you order a hamburger the price will be a surprise.
We wanted to book time in the spa. You have to go on-line. We went on-line. No prices. If you order a massage the price will be a surprise.
I complained about this lack of transparency to the front desk. They looked me in the eye and with a straight face told me they couldnt put the price on-line because it was subject to change.
When they dont publish the price, they insulted my wallet.
When they tried to tell me the website couldnt keep up with changing prices they insulted my intelligence.
Go check this yourself on their website. I hope this is out of date and they now provide price information on food and amenities. As it is, I felt they did not respect me as a customer.

I want to warn anyone planning to stay here during a holiday. Be sure to double-check that you receive the exact room you reserved because that was not my experience.

I specifically booked a king room in the Views section for three guests. When I checked in, I was given a different room and was told it was an “upgrade” because it had a balcony. However, the room I originally reserved also had a balcony—the difference was that it was located in the Views section, which was the main reason I booked it.

On top of that, the front desk tried to charge me for a rollaway bed for the third guest, even though my reservation was clearly for three people. Instead of addressing my concern, they repeatedly insisted that I should be happy with the room they gave me and kept calling it an upgrade. It felt like they were trying to convince me that I was getting something better rather than acknowledging that I did not receive the room I had reserved.

The staff remained polite, but the way this situation was handled was disappointing. If you choose to stay here, especially during busy holiday periods, make sure you confirm your room type and location before arriving and don’t hesitate to speak up if what you’re given doesn’t match your reservation.

Definitely not a "luxury" hotel. I booked (and paid for) a room in the Victorian building, they told me when I got there the room was unavailable and put me in the modern Cabanas building. Even that room wasnt ready for another 1.5 hours after check-in time, and they did a very poor job communicating.

The "room service" came in a plastic container with a plastic knife and fork in a paper bag. All the prestige of a McDonalds Door Dash, for the price of a white-linen tablecloth dinner.

There was a wedding out front and not only could I not use valet, they had me exit and then come back in after circling the property.

They did get me resort credit, but because I booked on here I have no itemized folio and cant even tell if the credit was applied properly due to all the fees and costs tacked on in general.

So, between the valet being completely overrun, the room I paid for not being available, the waiting 1.5 hours for the new room, and the "McDonalds" level room service... yeah, I couldve done better at a motel that costs 1/10 the price.