TripAdvisor Traveler Rating

Well, where do we even start? Our big 5-0 birthday celebration at [Resort Name] turned out to be a rollercoaster of letdowns. Three families, loads of excitement, but man, were we in for a bumpy ride. Here's the lowdown on what went wrong: AC Nightmare: The air conditioning in our room was a total flop from the get-go. We shelled out for the fancy platinum package, but it felt more like a sauna in there. Despite begging the staff to fix it, nada. We ended up switching rooms, but guess what? Same story. It was like they were trying to cook us alive. Dodgy Beds: Ever slept on a hideaway bed that feels like you're camping on springs? Yeah, it wasn't the highlight of our trip. We complained to anyone who'd listen, but nothing changed. Even after talking to the managers, we were stuck with a lumpy disaster. Grumpy Staff: You'd think working at a resort would be all smiles, right? Not here. The staff looked like they'd rather be anywhere else. And to top it off, half of them couldn't speak a word of English. Trying to get anything sorted was like pulling teeth. Gross Jacuzzi: So, we thought we'd treat ourselves to a soak in the Jacuzzi. Big mistake. The drain was clogged with more hair than a barber's floor. It was enough to put us off hot tubs for life. Birthday Bust: We booked a fancy dinner at El Gaucho to celebrate, but the staff couldn't seem to remember it was a special occasion. We had to remind them three times! It was like they couldn't care less. Overall, our all-inclusive vacay was a major letdown. From the broken promises to the shoddy service, it's safe to say we won't be rushing back anytime soon.

I have great experience with Rafael Bautista he help me to be a part of the club very professional, helpful and made us feel very comfortable.

This is our fifth day here and I kind of lost it! We are going to be here for another 7 days! It’s Beautiful resort with nice grounds and exotic birds and terrible service including room cleaning! If you want something you need to pay on a side to get something done. Very inconsistent service even after leaving tips “daily “ our room was not cleaned properly. One day we had no towels next day floor had dirt marks all over next day there were pillows with no linens! You call front desk and they say we will send someone over - never happens! I was told over the phone what do you want so I told him about the issue and he hang up on me! Really? I paid two grand a person for this mess?? At the main buffet they wipe tables with some stinky cloth and when you sit down at the table it smells like pee. Everything is broken and stained. Bathroom doors can kill you by opening! This place needs major help. Managers should take a better look at this. We will not return or recommend this place.

A great resort that my family and myself have enjoyed our stay for a week back in April. Many dining , shopping , pool, entertainment options all the way. A protected sanctuary with a lot of birds & turtles . Spacious rooms with a king bed and a sofa bed that opens and is good for 2 adults easily with a spacious balcony . You need to book in advance if you would like to dine in a specialty restaurant , overall i would say food quality was ok , service good , we love the Teppanyaki restaurant , and mostly the Seafood and the paella seafood platter that is a must to try ! But we found the Focaccia and Japanese restaurant's offerings to be just ok . Our favorite spot for coffee and crepes was CAPPUCCINO, thanks to all the friendly staff that works in this beautiful cafe. If you don't speak Spanish , many staff speak or understand English ,but sometimes you might end up getting wrong items especially when calling from the room asking for extra amenities but overall we got our requests within an hour from the ask. We have spent 90% of our time on the main pool , where many events and parties take place , we loved the Foam party ! The resort is huge and it might take you at least 3 days to discover all of its spots and offerings and directions . Buffet resto was good , breakfast has a lot to offer but mostly we loved the bakery & fruits / crepes stations. In the evening you can ask for ice cream as well . Tuesday & Wednesday are normally quieter than the other days, on weekends you might wait long at every station in order to grap stuff from the buffet . Few details that the staff could improve on : 1- Check the container of the humidifier as it was full in our room and i had to empty it in order for it to keep functioning. 2- Housekeeping tends to add a lot of conditioner mini bottles of amenities but not the shower gel & Shampoo, there should be a set standard of how many bottles of each should be at every refill. 3- To consider opening the main restaurant buffet for breakfast at 6.30 am instead of 7 am , aside the fact that the Pub opens buffet at 6 am but it is very limited just some cold cuts and fruits and few bakeries , you would win better loyalty from your guests and they will value the fact of opening earlier the main buffet resto , you can see that from the queues that wait for restaurant's opening early (Except Tuesday & Wednesday ). 4- The disco idea inside the main hall is great , but music is too loud and many customers did leave because of that , consider improving the sound system that could help. 5- Consider a place to sell snacks close to the beach earlier than Mid day , for example my kids were in the pool since 7 am and got hungry by 11 am , went to the food truck to get them fries only until the buffet opens at 12.30 but even food truck said they open by 12 only , why not 11 am for example ? We would recommend this resort to our families and friends no doubt. Keep up good work,

Not sure why the Hotel allow gusts who have not paid for Platinum to use the Platinum areas on the Beach and the Pool? Pretty easy to identify, with different colour towels and wristbands.. Maybe consider this before paying for your upgrade.