We were visiting after peak season and there didn't seem to be a lot of other guests. Staff were friendly but seemed a bit bored and unmotivated at times.
The facilities could be better maintained. The shower drained very slowly and the TV setup was hardly usable and looked jumbled together.
There seemed to be a rule to never replenish consumables in the bathroom leaving us to have to ask when we ran out and the shower didn't seem to be part of the cleaning routine.
Overall, we would have considered everything satisfactory if not for the fact that the airport transfer was stuffed up and they just didn't care. We had them book the transfer with Evergreen (same owner I believe) for our early morning flight and paid for it via the hotel. The transfer never turned up and the security guard had no idea what to do about it.
We ended up having to flag down a local bus which wasn't easy this early and pay a second time. Our attempts via email to recover the cost for the transfer were first ignored, on follow-up the general manager told us (via email) that the accounts department would refund the amount. The amount was never refunded and further follow-ups were ignored again.
Given that they had booked the transfer on our behalf (and with what seems to be a sister company), we feel that they were responsible to handle the refund for us.
Had it not been for this bad parting experience, we probably would have given higher ratings.