The positive of this stay was the fantastic room upgrade I was given due to my IHG status, however the rest of the experience left a lot to be desired and probably rates as one of the poorest experiences I have had staying at a Kimpton hotel. The negatives started at check in, with the member of staff insistent that my reservation was for December, so I had to present my phone to prove that I had a current reservation, and it was made in reward nights. This made check in a longer and more stressful experience than it should have been. Had to ask for a Diamond breakfast credit rather than it being offered. Even then, I was left to work out where breakfast was served myself. I was not informed of the hotel facilities, my room number or even where the elevators were! The next morning after a bath, the Jacuzzi started turning on and off by itself. I tried reporting this to the front desk (the same member of staff from the previous day), however it was a more painful interaction than before, with me trying to explain the (simple) issue in a number of ways due to a lack of understanding. This was until another member of staff overheard and said a maintenance engineer would be sent up. The problem did not occur again for the duration of my stay, so I assume it was fixed - although no feedback was given I later discovered that the TV in the bedroom did not work, but did not bother to report as I didn’t want to go through the pain again. On my final day, 2.5 hours before checkout housekeeping entered my room despite the do not disturb sign being active, and I had to shout to them from the bathroom as I was just out of the shower. Finally, charging $9.99 for a litre of water is a bit rich, when you are also charging a $45 daily "amenity fee".

I stayed a night at epic and I must say it was great. From the very beginning to the end I was attended very well and with great manners. I would like to mention Bryan Diaz from valet as he was incredible. Bryan greeted us with a great smile and helped us throughout the stay and was always making sure we were situated with what we needed. He really went out his to provide excellent service for my family and myself. I really appreciate Bryan for the amazing help and I’ll definitely be coming back because of his immaculate service.

Jartiel was one of the best valet I’ve worked with. Extremely respectful and does the best job possible. Our car was picked up and dropped off in great times. When going always look for him on Saturday nights. The valet team as a whole does a great job but his is exceptional

Rocio was top notch! Very professional, friendly and attentive ! Had a great time with friends and family at our rented cabana. Many thanks to Rocio. We will definitely come back and enjoy the Kimpton Epic experience. In large part thanks to Rocio

Always a great stay here, but this one was extra mile-tastic, as I arrived late from a delayed flight, had to pick up a load of stuff from Front Desk and fly again first thing in the morning. The Front Desk team were super helpful and friendly via email in advance, and Guy and Andre helped get everything together and get me into my (lovely) room. All too soon they were there again to help me get shipped out, and Eduardo on the door team got me on my way to the airport with no hassles at all. Top notch service all around, next time I'll stay to experience it for longer!