Dear ddvt8558, We really appreciate that you have taken your time to share your comments about our property through TripAdvisor community. For us is a pleasure to know that you enjoyed our wonderful Spa and our pools. On the one hand we would like to apologize for any inconvenience you have experience during your stay with us. Your opinion is our continuous reference to improve, for this reason we appreciate that you have helped us to identify these areas of opportunities, your specific observations are welcome, we will share your review with the rest of our Directive Team so that we all can take immediate measures to solve all the aspects not so positive that you have mentioned above on your review. Please accept our most sincere apologies for the mishaps that could have affected your stay. We deeply regret not being able to exceed your expectations regarding service., we have taken note the all improvements area you have mentioned above to take the necessary measures to give all our client our best service. Our main goal is to convert customers into fans, once again, we regret not being able to be fulfill your expectations regarding service, for us will be a pleasure if you give us the opportunity of reverse your impressions about the service in our property.