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"We arrived quite late, after walking along the beach to enjoy a beautiful sunset. By the time we reached the hotel, it was dark, and we quickly checked into a room. On the way up, we agreed that reception staff are incredibly important in shaping a guest’s experience. Unfortunately, the man at the front desk was dry and unwelcoming, and his energy left us uneasy—even as we climbed a gorgeous staircase surrounded by fine furnishings and paintings. Our last hotels had left us with such positive...