I came to this hotel with my wife as a last trip before we have our first baby. We were booked as Hyatt Globalist Guest of Honor, which came with some nice perks like daily drink vouchers and breakfast, which was nice. We arrived a few hours early, and waited in a long line to check in. We were told somebody would call us when our room was ready, which nobody did. We had to wait in another long check in line just to get into our room. The front desk is extremely busy at all hours of the day with long lines of people. It feels like a factory, with no personal touch. There is no phone number to reach them either for any help throughout your stay. It's always back to the long line with all the people arriving to check in. Throughout our stay, we had many interactions with staff, most of who were rude and impatient. This was shocking and disappointing, especially for such an expensive hotel. The service was very subpar. From guest services, to concierge, to servers, bartenders and lifeguards, our interactions with the hotel staff were overwhelmingly unpleasant. Most of these people would make it look like interacting with guests was a massive inconvenience for them, and we rarely saw a smile. We did encounter some of the kind, pleasant staff we are used to from other hotels. But they were few and far between.
That being said, we did enjoy a lot about our stay. We loved the jazz bar, the band, and our bartender Demetrius! That guy deserves a metal! The room was nice and comfortable, and we enjoyed the balcony. The pools and beach were nice, and there was surprisingly good snorkeling right outside the hotel. The coral is all gone or dead, but I saw plenty of fish, several sea turtles, eagle rays, and even a family of four squid! The water is stunningly blue, and the visibility is excellent.
Overall, it's a pretty nice hotel, but they really need to improve their customer service. They also need to fix the check-in counter and process. 4 or 5 people at the front desk for a hotel with nearly 2000 rooms is not nearly enough, and it makes the guests feel like objects on a poorly run assembly line.