We wanted to like Itz'ana more than we did. The hotel itself is absolutely beautiful and stunning with a perfect setting. The bartenders and wait staff were so friendly and great.
But something was missing. First off, I think the front desk and concierge need more help or more resources. Pretty much everything we asked for they seemed like they wanted to help but the hotel couldn't (like an early breakfast because we had to get on the road early, or recommendations for dinner or a spa in town.)
Also, the really cool bar they are famous for was closed
for construction while we were there. I know construction can be unavoidable, but some locals in town told us the bar is like never open anymore because of staffing issues.
One final gripe, the massages cost upward of $200 for 90 minutes. That's more expensive than NYC, SF, and LA. I simply cannot understand why they would be so expensive, especially since the massage room is just a converted hotel room.