TripAdvisor Traveler Rating

A nice venue with serious staff issues. At breakfast they mixed up and forgot orders, concierge didn’t arrange one of the 2 expensive private activities that we booked with the hotel. Our transfer to the airport was also forgotten by the concierge and we had to re-book it. Still there was a mix-up and our driver left for the airport with other guests. Our invoice at the check out included extra 1000 USD for the breakfast we already pre-paid and the price for one of the activities was doubled. So check your invoices carefully.

This hotel is shabby chic, with emphasis on the shabby. The location is amazing. The grounds and pool and restaurants are gorgeous and the staff is very friendly. The rooms are very much in need of updating. My room had rugs with water stains from what looks like flooding into the room, the curtains were dirty, the walls were dirty in places, the water pressure in the shower was non-existent, the screens to the balcony were torn, and I had to kill three roaches during a four night stay. To get my room serviced I had to text the front desk to ask, and the housekeeper did not clean the entire room. I know this because there was a roach leg on the floor for the whole stay. The WiFi was very weak unless you were at the main building; I basically had to turn wifi off to get my phone data to work. There was construction directly outside my room on my last full day from 930 am until I complained at 3pm. Honestly not what I would expect for a luxury hotel. It’s cute, but not worth the price of the rooms.

Horrible in every way. Rooms flooded and had no wifi, consierge was rude and offered no assistance, food service was terrible

Had a great experience here. From the pickup at the airport and everything in between. The entire staff was friendly and very accommodating. Grounds were clean and manicured accentuating the natural beauty. And a special shout out to Mark in the bar and restaurants who made my entire visit special. He was a wealth of local knowledge and made you feel at home. I will be back. Cheers

Itz'ana is a beautiful spot on the water. JD at the bar went above and beyond to put the Green Bay Packers v. Chicago Bears game on for us. The bar staff is exceptional, being interesting, helpful and fun. They make great drinks, too. The pool is lovely! Although we had a few service issues at check-in and a few other experiences, the manager went above and beyond to make everything perfect! We also used the spa for massages. Also fantastic