The hotel is behind a mountain, which means the only way in and out is with their transfers in 4x4, that are absurdly expensive. There is a 3 min path through the forest to a point where a tricycle can pick you up, but you need to call them ahead. The description in booking is not accurate, there is no 6 min walking to el nido, it is more 15 min tricycle + 3 min walking. I would have loved to know this in advance, we travel with kids and would have gone for an easier option. The premium villas are up the mountain, you need to go by funicular, which sometimes is not working due to maintenance issues, then you have to get a car up to your villa, both things you should plan ahead, the funicular operator is not always there, neither the cars. Also the funicular is not working early in the morning. The breakfast is supposed to start at 6 am, which is a reasonable hour if you are planning to go to a tour, but the 3 days that we went at that time, not everything was ready. They picked us up from the airport with a pick up, the luggage was behind in the open and arrived completely covered in dust, the butler tried to clean it but it wasn’t easy. There are several things in the villa that weren’t working properly, like hair dryer, really bad smell in the toilet, dirt in the curtains… but those were small issues, the main issue we had is that in our last night our rooms were full of bugs, they were everywhere and it was impossible to sleep like that with bugs crawling over us, so we moved to a much smaller villa down the mountain and they gave us a discount due to the downgrade. The discount was nice and the staff did their best with the situation, but we lost more than 1 hour trying to kill the bugs to sleep there and also in the morning we had to review all the clothes in the luggage and remove the dead bugs after the fumigation. The pool toilets are out of order and you need to go to a first floor. In summary I don’t think the above is acceptable in a 5 starts hotel with the price they have. The tours were absurdly expensive, but I can’t tell if they were nice because we outsourced.
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