I will NEVER book with luxury retreats again. Their staff could not have messed things up for our family ANY more. When we left, we thought we had everything booked and taken care of. When we got to our Villa, we found out otherwise. They failed to turn in allergy information to the chef. They failed to provide the correct items on our stocking list. They failed to book transportation to ANY of our excursions, didn't give us addresses to our excursions, so we ended up missing our excursions, and then they REFUSED to give our money back. We had to spend hours of time on our vacation,(when we should have been enjoying the beach) FIGHTING and ARGUING with staff members to get them to return our money and fix THEIR mistakes. They wouldn't ever take responsibility for their mistakes, calling them "miscommunications". (Emailing the staff member in charge of organizing everything for you saying "can you please set up transportation " and the staff member saying "yes! ill take care of it", getting there, and you have NO transportation, is NOT a miscommunication.) The original staff member, that was supposed to be booking all of our excursions of us messed them up completely. We told her we wanted private excursions, and she would send us links to book them ourselves. We did. We got to Mexico, to later find out NOTHING she sent us was private. BUT when we booked a sunset sail for $86, she emailed and told us to cancel it, because it wasn't private, and gave us a link to book a $500 private sale. Now that the trip is over, we feel VERY ripped out of money. We didn't get to do a lot of things we really wanted to do because of their mistakes.
I am human, and realize mistakes happen. BUT the way they handled their mistakes was inexcusable. They were argumentative, told me I was wrong (even though I had the emails to prove everything I was talking about), and I had to spend HOURS on my vacation dealing with them, instead of enjoying myself.
They turned our vacation into a stressful headache. NEVER AGAIN