Selectum Luxury Resort

It's a wonderful location for a vacation in luxury and amusement. Quality is over than expectation and staff is gorgeous & positive. Special thanks to Catalina at guest relations, for her professional & sincere attention and a hospitality that makes you feel valued. We're looking forward to meet again!

Good food and the rooms are big enough and were clean.

I would like to start by saying that this is a beautiful resort with many positive aspects. The property is impressive, the facilities are good, and we have genuinely enjoyed many parts of our stay.

Unfortunately, the way Reception handled a very reasonable concern completely overshadowed the positive aspects of the resort and is the main reason for my low rating.

We specifically booked a Sea Side View room. When we entered the room, we were extremely disappointed by the view. A huge part of the actual view is dominated by an active construction site, heavy machinery, an unfinished building, and a barren dirt area. Yes, the sea is technically visible, but it occupies only a relatively small part of the overall view.

I raised this issue with Guest Relations and showed them the actual view from our room. To their credit, the Guest Relations representative clearly understood my concern and personally accompanied me to Reception to discuss the situation.

This is where the real disappointment began.

After seeing the exact same view with their own eyes, the Reception staff simply told me:

“This is a Sea Side View room.”

That was it.

I was not told that the hotel was fully booked. I was not told that there were no alternative rooms available. I was not offered any solution. I was not even given a simple apology or expression of regret.

Instead, the response was essentially: the sea is visible, therefore this is a Sea Side View room, and the matter is closed.

I completely understand that the hotel may technically classify the room as Sea Side View because the sea can be seen. But that is not the point.

The issue is the hotel's interpretation of what a Sea Side View should reasonably mean.

When a guest books a Sea Side View room, it is entirely reasonable to expect the sea to be a meaningful and visually dominant part of the view — not for the majority of the view to be occupied by an active construction site.

In my opinion, presenting a room with such a view as an acceptable Sea Side View is extremely unfair to guests. The fact that a small portion of the sea can technically be seen should not be used as the sole justification to dismiss a legitimate concern about a view dominated by construction.

What disappointed me even more was not simply the view itself, but the complete lack of empathy and responsibility shown by Reception.

When a guest raises a genuine concern about the actual view of a booked room category, and a Guest Relations representative considers the concern reasonable enough to personally accompany the guest to Reception, the minimum expected response from a luxury resort is to listen, show understanding, offer an apology, and, if possible, try to find a solution.

Instead, I received none of these.

A simple “We are sorry that the view did not meet your expectations” would have made a difference. Explaining that the hotel was fully booked would at least have shown that the situation had been considered. But simply looking at the exact same construction site and saying “This is a Sea Side View room” felt dismissive and disrespectful.

I want to emphasize that my low rating is not because this is a bad resort. It is not. The resort itself has many qualities and could be an excellent destination.

My low rating is because I booked a Sea Side View room, received a view that I found highly disappointing and dominated by an active construction site, and when I raised the issue, my concern was effectively dismissed without an apology, without empathy, and without any attempt to find a solution.

I would therefore appreciate a direct answer from management, rather than a standard response about guest satisfaction:

Do you genuinely consider it reasonable to present a room as a “Sea Side View” when the majority of the actual view is dominated by an active construction site, heavy machinery, an unfinished building, and a barren dirt area?

And more importantly:

When a guest raises this concern and a Guest Relations representative considers it reasonable enough to personally accompany the guest to Reception, is it really acceptable for the Reception's only response to be that the room is technically a Sea Side View and that nothing will be done?

I believe these are fair questions.

The resort may be beautiful, but a beautiful resort is not enough to justify a luxury experience when a legitimate guest concern is handled with such a dismissive, unfair, and irresponsible attitude.