Eilan Hotel & Spa

Good resort for a week long stay in SA, good gym and spa facilities which we used throughout the stay, comfortable room, ability to get food at the cafe and outside restaurants, housekeeping is sometimes slow so we had to carry our own garbage out but it’s fine due to the discounted RCI room, valet service for cars was perfect, the only drawback is getting to the hotel from the highway is confusing because of number of frontage roads that do not have proper indicators like number or additional qualifiers!

The resort had way more to offer than we even imagined or understood from descriptions and photos online. I will just address the matter that a number of other reviews have commented on - the required valet parking. Yes, it is not ideal to pay almost $40 per day but the site is not setup for visitors to easily park and access their room (especially with summer temps). There was one occasion where we had to wait longer than what seemed reasonable for our car to be brought up to leave the resort and on a number of occasions dropoff was backed up but as long as you left keys in vehicle and let valet know, all was well. The resort as a whole is beautiful and well cared for. Our room was beautifully appointed and in tremendous condition. Being July, the hotel did have a funky smell in the halls and somewhat in the rooms. I know other resorts work specifically on scents to keep common spaces welcoming and this may be something for the hotel to look into. Maybe it would have a light impact on room scent. The hotel rooms were also very quiet aside from the setup of having an ice machine in the main hallway on a number of floors. Maybe ideal to ask to not be on a floor with an ice machine. The pool was clean and lovely everyday. Chairs were ordered, there was no regular garbage or plant litter on pool deck or in pool. The temp was absolutely perfect as well. Pool food and drinks were above par for a resort but the prices sort of reflected this. We had a cabana one day but not necessary as there are a number of areas to find shade on the pool deck. We also loved the huge fitness area (very clean and nice/new equipment). Nearby coffee shop was handy and a nice walk in the AM (30 Grind). We will be back!

We loved it! Absolutely beautiful! Staff were wonderful. Room clean, comfortable and quiet. Restaurant and cafe were very good. Pool area gorgeous. Easy travel to all the sites.

Mandated valet for $29-39 a day. I was there a week. On day 5, my car was broken into. Passenger side window was broken out. This is while valet had possession of my car for a service that was mandated andI had no way a cost of $39 a day. I had no way of securing my vehicle. Hell, I didn't even know where my car was. I made a claim so they could cover the damages that happened under their care. Claimed DENIED!! So basically you are forced to pay for a service where they can passes responsibility back onto you. Valet workers said this has been a problem but nothing has been done to fix this. STAY HOME or go someplace else

When we checked in there was a line. When it was our turn, the person did not thank us for our patience, apologize for the wait, etc. She already had an attitude and when I handed her my license and credit card, she was unable to find our reservation. She took both my license and credit card around the back behind a partition for several minutes. While she was gone, I searched my email to find the confirmation. Upon her return, she handed me back my id and cc and said that the person behind the partition needed to make our reservation by hand. When I tried to show her my reservation confirmation from RCI, she finally offered an explanation that the reservation was not pushed through. Still, no apology - just told us to take a seat and it would be another 10 minutes wait. She never offered water, asked if we needed anything, etc. It was at least a 15-minute wait and had we not already paid the RCI fees we would have just found a nearby hotel. She called to us across the lobby and again did not offer an apology or a thank you for our patience which was gone at this point. When we got to our room, it was one of the worst rooms at the "resort" - no view unless you count the roof and staff only access, and one door down from the VERY loud ice machine. They sent a "welcome" text to which I let them know we did not feel welcome and that we were given one of the worst rooms. The front desk director Shelby responded but given our short trip and we were already pressed for time to attend what we were in town for, I did not further elaborate. The next day, we were sent a text asking to rate our stay on a 1-5 scale. I generously replied with a 3 because of the valet staff and the sales desk. The front desk supervisor said they were glad to hear that!? In what industry is 3 acceptable unless you are striving for mediocrity. I replied that we would wait until check out the next day to tell them about our poor experience. Shelby replied again with a text that started off “Hello Ms. Staley – as I said…”. I found her tone to be very condescending and she had no clue why we were there, what we were doing, etc that we didn’t want to discuss it – not that it was ANY of her business. I told her AGAIN that we’d make our grievances known at check out. She said she would be there and happy to help when we liked. We checked out at 10am per the resort policy. When we asked for Shelby, the staff said that she would not be in until AFTER 10. It was clear that she had no interest or intention of speaking with us. And we have no interest or intention of returning or becoming members.