First of all, I shared this info with the manager prior to leaving incase they weee not already aware. That said, This hotel should be rated closer to a 2-star for service. I am not a picky traveler at all, and have low standards, and the service was just terrible. To get into the standard breakfast buffet-be prepared to wait in a line for 30 minutes EVERY morning. If there is a line, why would you not get more staff to help seat people? Or, simply add more tables to accommodate more people. The fact that there is a line daily and the hotel is comfortable with that speaks volumes about the level of service. Never in my life have I seen a line to enter a buffet, much less a 30 minute wait. Also, why would there be a cafe, but never an attendant present in the morning when it’s prime time for people to get coffee? Half the time there was a huge line waiting at the coffee bar and nobody there working. Also, the workers had no idea what an espresso shot was. Some would say they don’t have espressos, 30 minutes later someone else was making them…
Lastly, it seems like the staff rarely spoke English. I understand it’s Mexico, but it really becomes a problem when they are constantly bringing you the wrong order and drinks because they don’t understand you. At a hotel this expensive, I’d expect that the staff can understand English. Many times they were confused about the time events start, everywhere you go there is conflicting answers. This is frustrating when trying to plan.