TripAdvisor Traveler Rating

Horrible experience. The sargassum was thick, smelled like strong rotten eggs, and made the beach impossible to access. There was no attempt to clean the beach, however, neighboring resort Naia had cleaned their beach, there was no sargassum, and no stench. The building near the pool area was being pressure washed with scaffolding blocking one entry to the main hotel building. More frustrating was the loud sound at the pool, the only usable outdoor space. One pool bartender was rude, the other pool bartender seemed irritated when I asked for a towel from the towel storage area behind him. However, the worse issue was finding that the fire alarm had been pulled/permanently disabled inside the room. When talking to the manager we found that he talked over us, was rude and argumentative, and he shared that they would give no refunds for our three nights. We left and went to another resort within 90 minutes of arrival.

This place is awful. Way overpriced. The marina rooms are across the street from the resort, nowhere near a pool or any other resort amenities. Smells like a cattle farm but worse. Literally unbearable. The beach cannot be used due to their inability to clean it. Rooms are unsecure, doors don’t lock, safes are not provided as they claim. DO NOT WASTE YOUR TIME OR MONEY ON THIS PLACE, YOU WILL REGRET IT!

Hotel merits not more than 3 stars in an average hotel in Spain. If you ordered continental breakfast you are not allowed to stay at the garden restaurant. the rooms are not cleaned during the day. we had two days no house keeping until 5 pm . if you want to speak to the GM the reply is : he's at a meeting the hotel does disappear from the small leading hotels of the world or being renovated and change of management please do not book that hotel

After experiencing the sister resort at Ka’ana, we were a little disappointed with Itz’ana. Not as well organized and housekeeping was not great - only came to our villa around 4 to 5 pm after we had requested a cleaning and was not ideal since we were trying to get ready for dinner. Concierge services were not as well organized as Ka’ana. Food was great and service was faster overall. We recommend 1981 restaurant and Mare at Turtle Inn for dinner.

I decided to book this resort to get away from the large amounts of foot traffic in San Pedro. Unfortunately, my experience left me in tears and very uncomfortable during my (non-refundable) stay. As soon as I reached this "resort," I was met with discrimination. As a Black solo traveler, the person at the front desk seemed eager to avoid me and be stand-offish. I felt my check-in process was different from those of other guests who checked in right before me and right after me. I was left seated in a hot lobby area long after my room was ready, after watching other guests check right in and be escorted to their rooms (these guests happened to be all Caucasian). > The Resort - is not as advertised. The room was OLD and RUN DOWN. From dirty curtains barely hanging on, cracked ceilings, walls, and a LEAKING bathroom sink NO ONE FIXED. I was disappointed with the entire accommodation. I requested the sink in the room be fixed, maintenance came.... did not fix the sink... made some weird excuse as to fixing the "cold water handle" on the left sink.... I did not even know it was not working..... ONLY to then find that the right side of the sink had no working cold water ... this also went unfixed. I spent an entire week with water dripping onto the bathroom floor... a contaminated mess due to there being MOLD also in the area where the leak originated. In my initial service request, I stated the sink was leaking, and there was MOLD present; this was overlooked, and they offered me no real solution. Also, on my very first day, I asked the same front desk rep (who was behaving in a discriminatory manner) to remove all of the contents of the hotel rooms SMALL fridge, so I could accommodate my own personal items, and she gave nothing but attitude and rudeness. > The food - this "resort" has a pool bar, a restaurant, and a lounge bar (this was open upon request, but who would want to sit in this HOT no AC area by themselves?) The pool and the restaurant share menus and the same kitchen, which was unexpected as I dined for lunch in the restaurant and was given a pool menu... even as I sat in the restaurant to eat, they provided me with old and sketchy plastic cupware as if I was sitting in the pool area. I was taken aback. The food itself was FLAVORLESS and bland. Everything I ate at this resort upset me. The quality of the food was so poor that you would have thought I was eating off a day-old buffet. Seemingly the type of food you would find at a lack-luster all-inclusive resort. Each meal was met with mandatory gratuities and taxes. I found that if you had the same server from a previous meal and "if" you tipped them, they tried a little harder on your next dining experience. (I do not particularly appreciate this type of dining experience, especially when the food was AWFUL each and every time. One day, while sitting at the actual pool, I ordered Shrimp Tacos and Corn - this made me sick to my stomach, and I lost an entire vacation evening. - At dinner on my second night, I thought I found a good food option (the beef pasta); however, halfway into the dish, I was disgusted when I came upon the membrane of whatever meat was used inside the dish. This almost sent me over the edge; thankfully, a family dining in the bar area turned the night around. The hotel shuttle to the neighboring village was great; however, during my stay, they only operated one shuttle for however many guests were on the resort. This was an inconvenience when booking dinners or activities, as sometimes the schedule of the shuttle did not align. > The beach - this was MAN-MADE, the beach is a CLIFF. You need to hop down to get into the water and hope and pray you don't fall when trying to climb out of this pit. Pitiful excuse for a resort beach. > Housekeeping - although very efficient, there were no DND signs provided, and during the time I was not feeling well after eating at the pool... a housekeeper - in my opinion - tried to break into my room. banging on the door trying to gain entry or trying to open the sliding door of the room, waking me out of my sleep. Or when I passed a housekeeper in the morning and said, "Room 8 does not need service," I would come back to the room, and it was indeed serviced. They took my personal towel and replaced it with the stained towels they use on the property. > Room service - on the only instance I ordered room service, due to not feeling well enough to go to dine in the restaurant or off the property, I was left in tears. I called as instructed to place an order, and I was then told to text my order to the same number. Okay. I sent my order via text, only to receive an incomplete and small portion size for the large price tag attached. I gathered the strength to walk to the front desk to address the issue, and I was met by the manager accusing me of making up the discrimination I experienced by the front desk woman (after I left a Google review of my experience). The Kitchen remade the salad I ordered, and the lettuce was wilted and soggy. > The bartenders - they were all very friendly but lacked experience and skill to make the simplest of drinks. Outside of the rosemary signature cocktail they offered, every drink was disgusting. Basic margaritas were off-tasting, and the inability to Google ingredients for drinks guest suggest lacked, and they literally threw anything into a cup and served it. >> As an African American, female, EXPERIENCED Solo traveler, this was the worst vacation I have ever had in my 30 years of life.