Cadillac Hotel & Beach Club, Autograph Collection

The happy hour at the restaurant was great, and the restaurant and lobby bar staff were very nice. Management listened when I explained the problems, but did the bare minimum to help. As a platinum elite member, I can't see the value of the status if management won't make things right. For the price, this was a complete disappointment. The updated rooms were poorly maintained and dirty, with stained towels and robes, grime throughout, and dirty balcony furniture. The bathroom sink didn't drain properly and the toilet wouldn't flush. The roof air conditioning made the walls vibrate, and reception didn't use common sense about returning calls with updates, so I couldn't sleep through the night. Staff also didn't explain what the resort fee covered or how to use it. The beach ran out of towels, but only said so after I asked. During multiple nights, the promised daily hand fruit bowl for platinum members never appeared, so I'm not sure what I was paying for. The pool order was wrong the first time, and many room service items weren't available. I've had cleaner, better service at a Courtyard Marriott, let alone an Autograph Collection.

I had to check out early because of a death in my family, and then realized I'd left something very important in the safe. They said they could send it overnight by FedEx to my new hotel. I gave my credit card and paid, but it didn't arrive for three days. When I called, it took an atrocious phone process to reach anyone. The concierge said the package was still at the hotel because I hadn't called FedEx to request pickup. They blamed me and said I'd have to pay again, request it again, and arrange the pickup myself. I did all that, and they still didn't handle it properly. At check-in I was given a handicap room. I understand they were sold out, but it had no closet for my dresses and no bathroom counter space. It backed onto an alley where reverse beeping went on at all hours. The room was freezing, and after several language barriers I was told the entire hotel has no heat. There was no body wash or lotion, the coffee machine was broken, and when I tried to order room service by phone they couldn't understand me. Stay somewhere else nearby where they'll treat you better and have heat or blankets and coffee.

We finally got our day room at 4pm, even though we had to leave at 6pm. We had booked it months earlier, with a 10am arrival, but it still wasn't ready at 11am. At 1pm we were still waiting by the pool. The hotel pool was full, so we tried the cabana pool. All the beds were taken, and the available cabana cost $250. After hearing our troubles, JuJu gave us the cabana for free. That was lovely of her and more than the hotel did. I hope she gets promoted. Sahri, our waitress, was also lovely and couldn't do enough for us. The food, a club sandwich, was nice. If you're booking a day room, be wary: you can't count on getting one. JuJu and sahri raised my view of the place, while the receptionist could learn from them. If the room had been ready, I'd have given five stars for service. I wouldn't book here for a day room.

The manager canceled our reservation and refunded the room without any trouble, which was a plus. The lobby is nicely decorated and welcoming, but the rest of the hotel is in poor shape. The corridor smelled of smoke, and the room and hotel had a musty, mildew smell. Carpets need a thorough cleaning, the room decor is old and battered, and there were marks on the walls and bathroom grout. The place felt grubby, sticky, and unsanitary. The beach towel we got on the pool deck had a large brown stain. The deck needs attention too, with peeling paint and stained walls. This isn't a four-star hotel and doesn't deserve the Marriott Autograph designation. It should be closed and renovated.