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Needs house keeping to do a better job

1. Friendly staff but somewhat inexperienced The hotel’s check-in time was 3 p.m., so I left my luggage and went out for a late meal. When I returned around 4 p.m., I was told the room was not yet ready. Strangely, the printed slip showed that my room had been changed from the 10th floor to the 8th floor. It felt as though my original room had been given to someone else and I was reassigned to a room that wasn’t prepared. After waiting about 15 minutes, I finally went to the room, but the key didn’t work. It turned out the key hadn’t been registered properly, so I had to get new ones. The problems didn’t end there—by 10 p.m. I realized the air conditioning wasn’t cooling properly, so I reported the issue and was moved to another room. The staff were kind enough, but overall their handling felt inexperienced. 2. Clean hotel but inconvenient due to construction The facility on the beach side in front of the hotel was under construction, which meant direct access from the lobby to the beach was blocked. If I were the manager, I would have created a temporary passage, but instead it was completely closed off, forcing guests to exit the hotel and walk around the wall to reach the beach. On top of that, the beach itself was poorly maintained. Even during construction, I believe the beach should still be managed. The room itself was clean, with tiled floors that made it easy to use after water activities without worrying about dripping water.

We booked a Laguna Suite and really liked the room, spacious at 66 sqm, soft and comfortable bed, and a balcony with a partial ocean view in the morning and a relaxing city view at night. The king‑bed request was granted, and the staff who assisted us before arrival were very professional and polite in their emails. However, our early check‑in request wasn’t accommodated. We arrived at 10 AM, but the earliest possible check‑in offered was 12 PM unless we paid an additional fee. I understand policies, but it would have been nice if they extended a small courtesy, especially since we were celebrating our 1st wedding anniversary. That’s another thing, no one acknowledged our anniversary at all. Even a simple “Happy Anniversary” would have made a difference. We’ve experienced more attentiveness in restaurants around Guam, so we expected at least a small gesture from a resort in the hospitality industry. We also had repeated issues with our room key. Three times, after long days of shopping or sightseeing, we couldn’t access our room and my husband had to go down to the front desk to fix it. It was inconvenient and frustrating, though eventually resolved. On the positive side, we enjoyed the swimming pools and the overall view around the property. The resort has great potential, and with more attention to special occasions and guest convenience, the experience could be even better.

This is my 3rd stay. That should be enough. There are other hotels but my family likes Leo for the condos and space to have a gathering with guests.

Older property, but clean with a helpful staff.