This resort, unfortunately, is just not worthy of 5 stars. There wasn't any one particular issue or problem, but many little things that added up during our 10 nights to warrant a disappointing stay. It is just lacking that certain something that wouldn't matter if the hotel was less than 4 stars. Especially considering the price.
Check-in was chaotic. We arrived after the 3pm time, but still had to wait for an hour (with many other guests) while rooms were prepared. I heard others complaining after long flights.
In our room, the fixtures and fittings were shabby (not even chic) and a bit outdated. Yes, they are ultimately glorified beach huts, but we've stayed in similar properties in Asia, and around the world, that managed to fit doors properly, provided a safe (had to request) and bathrobes, and had a floor that didn't bounce when you walked.
In such a resort, you expect the room to be cleaned properly. The bedding wasn't changed for 5 days, and the bathroom was not exactly spotless.
One of the pools was under (major site) construction, but we were only informed of this 2 weeks before arriving, so there was no opportunity to book elsewhere.
The staff aren't very guest-focused - they seem to be more there for themselves (although Burton is fantastic). Bad weather knocks out the wifi. Lobby toilets were filthy. I could go on...but some positives: grounds are nice, it's quiet (away from the main drag) but close enough to restaurants, and the wildlife is plentiful.