Latitude 15 Degrees

The place looks beautiful, but the service on Friday evening, January 2, was abysmal. After reception, there seemed to be no hospitality staff around. When someone eventually served me, it took far too long, if service came at all, and the waiter was rude when I paid. Having seen reviews describing similar problems over several years, I have to say “disappointing” barely covers it.

This was my second visit and the service was still horrible. I had to ask for a menu more than twice while the waiter got distracted and served people who arrived later. I ended up ordering a drink directly from the bar. Food and sauce were carried in the waiter's hands, with no courtesy, and I didn't receive the sauce until I asked. The waiters seem to prioritize people of a certain “race.” Please hire new staff or train the current team in hospitality. I could write a whole book about my disappointment, but the customer service was simply awful.

The location is excellent, the design is stylish, and the extra services are very good. It was convenient to eat or relax before or after the spa. I booked manicures and pedicures for my sister-in-law and me, but our treatments were surprisingly different. The foot massage, cleaning, scrub, and moisturizing were satisfactory, though my therapist seemed rushed. I didn't raise it then because I just wanted a pleasant day out with her. My appointment was at 3 pm, and I wasn't sure why that time was offered when the staff seemed to finish at 5. Maybe I should have checked first, but the last parts of my treatment felt hurried. I didn't get the nail color I'd requested: there was one coat of it, then a similar shade because they said the original was running out. I should have been asked before they changed it. There was no top coat on my hands or feet, and my cuticles weren't done. The disposable slippers went on while the polish was still far from dry, smudging my toes. The touch-up was quick and careless. For the price, the result disappointed me, and it felt like we were being hurried out at 5. If you go, I'd avoid a 3 pm booking and make sure your therapist has time to finish properly.

The pools are lovely, and the atmosphere feels calm and inviting. The food is good, too. What really makes a difference is how warmly reception and other staff greet you. They make you feel pampered.