I really wanted to give this place a great review, however things didn't quite work out. Sharing my experience, we booked our stay and included the round trip airport transportation service. We arrived at the airport, after 15 minutes of waiting with no transportation personnel I called the hotel. I waited on the phone for 15 minutes, I provided the reservation name and the receptionist states there is no reservation with this name. After providing the confirmation number the reservation magically appeared. The solution to the transportation issue was get a taxi to the hotel and we will not charge you this service. Fine we got a taxi and arrived to the hotel, the staff apologized and check us in stating they upgraded our room at no charge. I thought this would make my experience better. During my stay i asked for late check out, they never had a clear answer and continued advising me to ask at a different time. Finally they said they could only accommodate 1 extra hour, otherwise it would be a $65 charge. Ive never had an issue with a 2 hr late check out in any other hotel in mexico even in the most prestige properties. Fast forward to check out date, staff was wanting to charge the transportation fee, we explained and showed him the amount we should pay for without transportation fee. He stated he fixed it and was still lowkey trying to charge half of that service. Manager was called and was also trying to over charge, at the end they proceeded to charge the correct amount but both the staff and manager were showing they were upset and the tone of voice and gestures changed towards us. I've worked in customer service for over 15 years and they definitely need to get their act together. Quite honestly they gave me a vibe they do this very often, so becareful and double check how much you are being charged. The 3 stars are for the hotel itself, it is beautiful with a nice view. Los olivos restaurant the service was amazing and also the pool and pool bar employees were great. Front desk staff and manager need to level up to the rest of the staff.