I would have rated everything at 5, because most everything was excellent. However, the horrible experience at check-in and how rude and unhelpful the front desk staff was, ruined the first day of our trip. It really seemed like Hery and Luz were enjoying being nasty. The fact that Expedia messed up the reservation didn't help either, but they did not want to assist at all without a lot of extra prompting. It was a very stressful and upsetting start to what was supposed to be a wonderful, relaxing vacation.
The rest of the staff and service at the hotel, was all great, from room service to spa to all restaurant staff. Everyone was very nice and accommodating. They are all helping to make the rest of our trip amazing.