| rev:text
| - Terrible honeymoon experience. My wife and I originally planned to spend 5 nights of our honeymoon at Sanctuary, however, after the first two days, we were uncomfortable staying for the remaining nights.
Pros: the valets and bellmen were excellent. They were very professional, kind, and helpful.
The night we arrived, we ordered the romantic package as we were on our honeymoon. That included a $150 restaurant credit that night, as well as champagne and rose petal turndown. We got in late so we decided to use the $150 for room service. Naturally, we indulged and ordered a few items to try since we would lose out on the majority of the $150 if we did not use it up. Once the food was delivered, the delivery employee made rude comments regarding us ordering too much food, and then again when we ordered desert. We had the spa room, which had an outdoor bath tub. We were supposed to receive tealight candles but upon asking for them, it took 3 trips because the individual didn't bring enough candles, and then matches. We also did not receive the rose petal turndown. I discussed this with the front desk employee, Matthew, and we decided to do the rose petal turndown the following night. That did not happen either. They forgot, again. The following day we asked for ice, as you cannot get ice on your own. We waited 45 minutes, but ice was never brought to us. I spoke with Matthew again later in the day and he apologized and stated he would look into it and have it fixed. About an hour later we received an apology letter for room service as well as a small bottle of desert wine. However, we never received any ice.
The following day, I spoke with Edgar, and expressed our frustrations and the fact that we were uncomfortable returning, and wished to cancel our remaining stay. He was helpful and kind and asked us if we would return another time for another 2 nights. I stated we would consider it and he asked for my email to send an email for the return. It has been over 48 hours and I have yet to receive an email.
Overall, we loved the valet and bellmen staff. Matthew and Edgar also appeared to be helpful and kind. However, they/their team did not follow through on their promises.
Regarding the resort - it looks like the resort was in it's prime about 15 years ago. The spa room was not as nice as pictured, and the romance of the outdoor tub was erased when we could see people at the restaurant eating from our balcony, which meant they could see us too. The resort was also VERY dark. I'm unsure if there was a light restriction that caused this or not. But, the resort is very dark outside at night, and even the rooms have dimmed lighting. It did not appear to be romantic lighting, but more dim, uncomfortable lighting.
PS: the website photographer should get a big raise as the resort looks 100x nicer online than in person.
I wanted to like this resort, but unfortunately, we had a terrible experience that kept getting worse.
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