The front desk staff could use additional training on customer service. There were minor hassles dealing with them. I had pre-paid for our room, but the girl at the desk when we arrived didn't notice and tried to get me to pay again, and it took some pack and forth for her to realize I had paid. Then when we were leaving, the guy tried to make me pay an extra $50 for our daughter's extra bed, though I had paid for that as part of the original rate, and it again took a while and me pulling out my printed emailed and him making several phone calls to someone (manager?) til it was resolved. Then I paid my balance, with a credit card, and a few minutes later when I was literally walking out the door, he said he "forgot" to charge the 5% fee for using a credit card, so I had to go back and pay more. It was just like $3, but a better run place would have just written it off. It's a shame because everything else about the place was great, but I left with a negative feeling because dealing with this desk attendant was such a hassle.
One more thing--could be positive or negative--the bathroom at least in our suite was "open concept," that is, there were no doors/separation between the bathroom/toilet and the sleeping area. This might be a challenge depending on who's in your party and your privacy preferences!!
The rooms and decor throughout the place is phenomenal. It felt like we were living in a Zanzibari palace. We had the Spice Suite which was very cool and had a little extra bed perfect for our daughter. The restaurant was very good, nicely prepared, reasonably prices, and full of local flavor; our few meals there were the best we had in 8 days on the island. The location is fantastic--on a pedestrian street one block from the water and Forhodani Park/Gardens and within walking distance of everything (though I wish I had known it was on a pedestrian street--you can't drive up to the door, so be ready to park a ways away and carry/pull your bags through narrow alleys to get to the hotel). The park has a nice playground that we took our daughter to a few times.