If you want a great vacation and good service, this resort may not be for you.
I was misled by the good reviews on Google Maps and the high scores on Expedia. My partner and I chose this vacation to celebrate our anniversary, and two of our friends joined us. The service at check-in was not very helpful: the receptionist gave us a map but couldn’t properly explain the layout of the resort.
We were then escorted to our room by golf cart, where we had booked a “pool view suite.” Unfortunately, the suite was in terrible condition. There were marks on the walls and ceiling, black marks or mold on the mirror, scratches all over the balcony windows, a clogged sink, and a door lock that didn’t work. (I will attach photos of all of this.)
Because this was a special occasion for us, I went back to reception to request another room. I spoke with Noris, who was not very helpful. He only offered to “upgrade” us to a swim-up pool room for an extra $140 per night—which seemed absurd, since we just wanted the same type of suite in better, cleaner condition. Reception refused to help further. They did offer to fix the door, and a maintenance person came but couldn’t really repair it. Instead, he used force to lift the door handle so it would catch at the right height and lock. But the next day, we had the same issue. Not what you expect from a 5-star hotel.
Aside from the room issues, the beach was covered in seaweed. While I understand that’s not the hotel’s fault, they could have at le
