This hotel is a 2.5 star. Period. I'll be fair in the review to give you a good idea why you should not stay here and instead stay at Irotama next door or somewhere else:
The good: the food. Whoever is cooking is the redeemable quality of this hotel. Both restaurant and room service food was well cooked and delicious. The spa service was also exceptional. Being at the spa felt like being in a different hotel.
The bad: Uff, so many. Painfully slow check-in, no recognition of Hhonor members, rooms not ready, reservation names not appearing in the system, no towels in the pool, no drinks available at the bar, no food available in the pool, damaged security box, no one answers the phone at reception, they ran out of towels, breakfast was incredibly disorganized, had to find a server to ask for eggs, hotel guests can't walk in the path front of the hotel (huh? That makes no sense) and elevators are packed and slow. It seems like small things, but these little details make a stay exceptional or horrible. You will be annoyed at some point during day one of your vacation; I guarantee it.
The ugly: service is horrendous. If there were a harsher word, I would use it. The lack of training, procedures, and knowledge is evident. You will ask someone to help you, and they will forget about it two seconds later. Asking for coffee 4 times, eggs 4 times, and towels 4 times will be your experience here.
The ridiculous: I've never been in a hotel that ran out of butter.