When I checked in I was helped by Chavoun and immediately received my personal concierge of Kyle right after. Before I even reached Jamaica, I spoke with Renee and she was very helpful and welcoming and warm. I appreciated all three of them my entire stay. But on the last day when they weren’t there, it wasn’t in my favor. I paid for a soaking tub view, which cost more than a regular room of this already expensive hotel, and I didn’t even get to use it. When I wanted to use it the water wouldn’t get hot no matter which way I turned it and when I called the front desk at night, Christmas Eve to be exact, the woman running the front desk hung up on me and then when I called back she told me she couldn’t hear me and I would have to walk down to the front. At that point I had use my phone multiple times and Kyle came in to check that it worked and I could call the front desk. The next morning I called and requested to have it come looked at so that I could use the bath before I left because I paid for it. Nobody ever came or called me and I had to check out and when I explained it to them at the front desk there was zero resolution. This place has great staff, a nice walkout beach, a cool deck, nice activities and good food. Denardo really helped me with my order at night and made me some great food. I was just so turned off by having to pay that much extra for a tub that I couldn’t use and they didn’t even offer me so much as a drink coupon even though the drinks are free.