the service and food of the restaurant were not even close to the level of the facilities. i hate it when i ask for something simple like bottled water and they look at me like they are tired and pissed off and say no we dont serve water. the hotel is very new so many simple things like a do not disturb sign they have yet to provide, when i asked for water to drink in the restaurant they said they dont have water. I had to ask again. breakfast is too simple for a place that charges this much. no desk in room. internet is very very slow, so slow they might as well not even provide it.

the place looks great ands the rooms are big and comfy.

Stayed in May 2024

The transportation inside was slow

The staff was excelente

Stayed in May 2024

Naio is a unique destination. It is located in Palomino and is a perfect balance between comfort and nature.  The staff is well trained. They are all very nice and professional and always willing to go the extra mile. For example, the manager overheard that my pregnant wife was craving for eggs Benedict and even though they were not on the menu he went out of his way and the next morning they surprised her with eggs Benedict.  Managers are always on sight making sure everything is running smoothly and it shows.  Rooms are not only tastefully designed but overly comfortable. The small details that are usually missing from hotels are taken care of: rooms with total darkness, the sheets, pillows and towels, the soap and shampoo are all top quality.  You must try the coconut lemonade. It's the best we have had.  Lighting and decor in all the hotel is just flawless. You feel all the time you are staying somewhere special.  Naio is a special place and highly recommended.

Stayed in April 2024

it was perfect

great

Stayed in April 2024

I absolutely recommend this hotel. The view its amazing. We couldn't believe a place in the middle of the jungle could be so comfortable. Everyone was very nice with us! The food its very good at the restaurant, (not the best) but we could also cook in our villa. Its just like you see it in the pictures! Feels like paradise.

Stayed in April 2024

Could improve customer service, but not bad.

Amazing spot to share with family and friends!

Stayed in April 2024

Breakfast was not very good … not much choice , everything was in the heat example cheese milk etc . Very basic for a hotel this expensive. No water available on premises at a reasonable price .No drinkable water in the room , we had to go in town to get some . They didn’t offer any for breakfast or diner . At the price of the hotel we should have free water accessible . No map to get around the complex . We got lost often . Missing alot of work to make it a great hotel . They should charge alot less…

Team was great and always smiling , location is great . Complex with different pools is amazing . Villas are beautiful! Lunch and diner was great ! Good choice on the menu .

Stayed in April 2024

Misrepresentation of Room: Booked a room with ocean views, but was assigned a room with no views. Unfulfilled Requests: Out of four requested amenities, only one was provided.(no iron, no hair dryer, no extra towels and pillows) Delayed Check-In: Waited an extended period for check-in as the room was not ready upon arrival. Lack of Basic Amenities: Room lacked essential amenities such as a minibar, hot water, and functional furnishings. Broken Furniture: Chairs in the room were broken and unusable. Limited Supplies: Absence of basic supplies like bottle water, ice, and toiletries. Non-Operational Spa and Gym: Both the spa and gym facilities were not operational during the stay. Poor Dining Experience: Prolonged waits for service and cold, subpar meals at the hotel restaurant. Staff Incompetence: Staff displayed a lack of knowledge regarding menu prices and availability of items. Resource Mismanagement: Scarcity of refreshments like ice and cola, indicating poor inventory management. Lack of Privacy and Security: Public restroom doors lacked locks or handles, and personal information was improperly shared via WhatsApp. Overall Lack of Professionalism: Staff and management demonstrated a lack of professionalism throughout the stay.

Nada

Stayed in March 2024

Unfortunately we encountered several issues during our stay: - Since the hotel was brand new, they had not yet finished the spa, gym and tennis court even though those were advertised when we booked. Unfortunately, we were not informed about this prior to our arrival. - For most days there was no hot water or no water (and electricity) at all for several hours, which again we weren’t informed about in time either. Even worse, on several days the water coming out of the tabs in our room was brown. After contacting reception, we were informed about sediments in the water. The first time it happened, they offered us to change rooms, however sadly, it happened again several times after that and the staff didn’t really do anything about it or did not even reply to our messages. One day, even the water in the pool was full of dirty water. - The reception offered a WhatsApp service via which we could contact them in case we needed anything which seemed very handy. However, on multiple occasions we only got a response several hours late or not at all, which was very inconvenient, for example when our door code to enter the room stopped working. - Overall, while most of the staff was friendly, they were disorganised and not very attentive or helpful, at least not at a level that can be expected from a luxury hotel like this. Also, they were rather slow even though the hotel was nowhere near fully booked - except when it came to signing checks, then everything went very quickly all of a sudden. - For breakfast, there was only a very limited choice of three breakfasts with different kinds of eggs and fruits as well as coffee from the pot. At this type of hotel and the price per night, a higher variety can be expected. There was also never any drinking water available for free.

The hotel property is located beautifully on Palomino beach with direct access to the beach. There is plenty of space with numerous daybed, three large pools, two restaurants and one separate bar. The property itself has many paths winding through a jungle-like environment. The rooms are mostly spacious with private pools and very comfortable. Overall, it’s a great place to relax and enjoy the beach!

Stayed in March 2024

The was only cold water in the shower during the whole stay. Also sometimes no electricity, no water at all, no wifi. As the hotel had just opened we were very understanding. It would’ve been nice to get a small gesture of compensation for the inconvenience for it though. What really bothered us though was the service. Unfortunately, the staff overall was not very welcoming or friendly. We had to ask for towels for the beach, info regarding surfing or a car to pick us up several times and oftentimes simply never heard back. As that happened so many times throughout our visit, we ended up feeling not comfortable and not very welcomed. In case they manage to improve their service a lot, then it’s definitely a beautiful place worth visiting!

Great location directly at the beach. Beautiful interior design. I loved the fact that they used mainly natural materials. Also the food was amazing! It was so beautiful waking up to the sound of the waves in the morning and to the beautiful beach view.

Stayed in March 2024

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Stayed in May 2024

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Stayed in May 2024

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Stayed in April 2024

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Stayed in April 2024

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Stayed in April 2024

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Stayed in May 2024