Shortly before the pandemic, I reserved the whole property for Nov 2020. When the pandemic happened, we weren’t sure what the future would hold so we requested to cancel our reservation and the hotel refused. They now appear to allow cancellations up to 30 days out. The only option they offered us was to change the dates, so we pushed to Nov 2021 and hoped for the best. Leading up to the trip, my cohost and I spent many hours planning the details with the hotel butler. He was very responsive on text and phone, made recommendations, created itineraries, etc. On the day of our arrival, my cohost and I had flight trouble, and most of our friends ended up arriving before us. We started getting confusing texts from our guests, which said that they’d been moved to another property. I texted the butler to ask what was going on and that’s how I learned that the street had electrical damage and they’d moved us to the sister property - Casa de Alba. It was just as nice of a property, but unfortunately only had 7 rooms (we paid for 13 rooms). We planned for everyone to have private rooms, but with this change, the only choice we were left with was for several people to share rooms, which was not ideal. It was also very disappointing that no one from the hotel communicated this massive change to us, and we had to find out from our guests. Additionally, upon our arrival, the staff was very confused and unaware of many of the details that we had spent months prearranging. We tried calling the butler for help and to clarify things, and his response was to yell at us. He felt that we should just be happy to be there, despite these issues. Eventually we had to hang up the phone and chose to limit our interaction with him for the rest of the trip. Fortunately the GM, Thomas, was there in person and was unbelievably helpful. He quickly started fixing things and by the next morning he had everything under control and back on track. He’s truly the best. We proceeded to have a very nice stay at Casa de Alba because of Thomas. The entire staff was also awesome and incredibly helpful throughout. The only negative was that there was barely any hot water for showers. In the end, the only compensation we received for the hotel switch was a comped breakfast and a few free drinks. We had a great time, but are disappointed that they didn’t do more to compensate us for the fact that we paid for 5 more rooms than we received. Despite the rocky start, Casa de Alba was very nice.