The property and rooms are beautiful but manage your expectations when it comes to service. Here is a snapshot of our experience to explain why.
Check-in/out: Had our worst check-in experience ever here. Valet directed us to the "front desk" which is actually a collection of sofas and coffee tables. I appreciate the cool, relaxed concept, except there was no line or way to manage who should be helped next. To make a very long story short, after 15 minutes of basically being ignored I essentially demanded someone help us (others waiting thanked me as they were also being ignored or made to wait for unreasonably long periods of time). Once someone finally came to check us in we were told our room was not ready which I understand as it was 3:45pm and check-in was at 4pm. We were told our room would be ready by 4:30pm and that we would receive a text as soon as it was ready. Went to the bar for some drinks and at 5:45pm after hearing nothing from them, I returned to the front desk. Turns out our room was ready they just forgot to send the text.
We had to leave at 5:45am on our departure day which the hotel knew as they had intentionally left our car in front of the valet the night before. The morning of, the valet was at his post and handed my husband the keys to the car but then went back to his podium and stood there while we loaded our luggage into the car. Yes, I can load my own luggage but at a luxury property I would expect someone would at least offer to assist. As for the front "desk," there was no one to be found at 5:45am so I was not able to review and close our folio prior to leaving. When I received the final folio that afternoon I noticed that we had been charged for parking which, with Inspirato, is complimentary and the person who checked-us in confirmed. It took me calling the hotel asking them to refund the charges and send me an updated folio twice before it was done.
Room: Our room was beautiful, spacious, and had amazing ocean views! Furnishings and decor were comfortable and perfect for the location. The shower in the bathroom was amazing as it looked right out over the water. Loved that there was a filtered water station in the room along with glasses and pitcher. Only complaint about the room is that the lighting in the wardrobe area, where the only full length mirror is, is very dim making it difficult to see in the drawers and of course check your outfit out before you leave. :) Housekeeping and turndown attendants were all great.
Amenity: We were at the hotel for my birthday and some colleagues sent me an amenity of prosecco and chocolates delivered to the room on my birthday. Seemed so lovely however the next morning my husband tells me that it was odd that they gave us prosecco because my colleagues had specifically told him they ordered the "Champagne" package because it came with a bottle of champagne they knew I liked. He texted my colleague and she confirmed that she had paid for the champagne package, not the prosecco. When we asked the hotel about it they said "Oh, gosh, our mistake. Would you like us to send you the champagne also." YES! I would like the champagne that my colleagues paid for which is $60 more than the prosecco that was delivered. Not sure if this was truly a mistake or if the hotel thought that I would never know exactly what was ordered so they'd send the cheap stuff and make a little extra profit.
Food & Beverage: The quality of the food and beverage was great. We literally dined at every restaurant, including at the beach, multiple times and never had anything but positive things to say about the food. The issue really lies with the service standards and lack of training of the staff. The best service we actually received was at the beach/Sandbox and from the bartenders at Welina Terrace who were amazing. Aside from that the staff seemed very green. Things like not noticing that a place setting is missing it's napkin and silverware, having to ask multiple times for water refills, waiting literally 18 minutes to get a cup of black coffee at breakfast were all issues we encountered. We dined at 1 Kitchen on my birthday and told the server we were not in a rush and we would like our courses spaced out which he acknowledged but as soon as they cleared the appetizer our salads and entrees were delivered at the exact same time. Most of these things are not a big deal however definitely don't live up to the service standards I expect when paying prices comparable to Rosewood or Montage.
Beach/Pool: On the days that it's crowded you better get up early and go throw your beach bag on a chair so that you have somewhere to sit. On our first morning we went out to the pool around 10:30am and there were very few people out there however almost all of the chairs had been "reserved" with people's things. When asking the attendants for somewhere to sit they respond, "yeah, we're pretty busy, if you can find a chair I'll bring you towels." The next day we decided to sit on the beach which is all daybed seating and requires a bed cover before placing towels. When we asked the attendant if he could set one up he placed the cover on, dropped the towels in a pile on the bed and said "there you go." I had to stop him and ask if he could please put the umbrella up. Outside of the poor service the pool area and beach are beautiful and the beach has some great snorkeling. Side note, there were TONS of kids there so if splashing, yelling kids bother you, this likely wouldn't be super relaxing.
Spa: Although there are limited facilities at the spa (steam and sauna only) the spa is very nice and the treatments were AMAZING! My husband and I both did various spa rituals twice during our stay and they were some of the best we've ever had. Spa gets 5+ stars!
Bottom line: The property, rooms, spa, and actual quality of food and beverage were great. The lack of attention to detail and spotty service definitely left me feeling like I did not receive the experience which I paid for. I hate to say it because I love the property but next time we will likely stick with our tried and true Rosewood, Montage, Four Seasons. If service improves significantly we may give it another try