TripAdvisor Traveler Rating

I rarely write reviews this long, but travelers deserve to know exactly what they’re walking into. Check-in: Pure Chaos From the moment we arrived, it was clear this resort had no idea how to operate a hotel. There was what looked like a traditional front desk, fully staffed, but those people weren’t even handling hotel check-ins. Instead, guests were directed to several office desks scattered throughout the lobby. It felt more like waiting at the DMV than checking into a supposedly upscale all-inclusive resort. We completed our paperwork and were initially told our room would be ready at 2:30 p.m. That quickly became 3:00 p.m., which is the standard check-in time, so we weren’t overly concerned. Jorge, one of the employees, gave us access to the Preferred Lounge and restaurant while we waited, along with glasses of what can only be described as some of the worst champagne I’ve ever tasted. Food Before Check-in Since only one restaurant was open, we headed there for lunch. It was an outdoor buffet serving cold, picked-over food that looked like it had been sitting for hours. There are several other restaurants on the property, but none of them open until 6:00 p.m., leaving newly arrived guests with one disappointing option. A Hotel With No Rooms Things really fell apart at 3:00 p.m. There were…no rooms. Jorge appeared completely overwhelmed, frantically calling housekeeping on his personal cellphone while simultaneously typing away on a computer. It became obvious there was no functioning communication system between housekeeping and the front desk. To make matters worse, the power went out. When it came back on, Jorge continued typing even though his computer monitor remained completely blank. Guests continued arriving. Guests who were checking out simply walked to the desk, dropped off their room keys, announced their room number, and walked away. Yet somehow the resort still couldn’t determine which rooms were available. We asked to speak with a manager. We were told every manager was in a meeting. As the lobby filled with increasingly frustrated guests who had paid thousands of dollars for their vacations, management was nowhere to be found. No one apologized. No one offered updates. No complimentary drinks. No explanation. Nothing. By approximately 4:45 p.m.—nearly two hours after the official check-in time—rooms finally started becoming available. The Room…Eventually We had booked Preferred accommodations but were assigned a room on the fifth floor. Only then did a manager finally appear to explain that the elevator serving the fifth floor was out of service. Not temporarily. For the remainder of our stay. The lobby is on the third floor, meaning guests had to climb two additional flights of stairs in sweltering heat every single time they returned to their rooms. This wasn’t just inconvenient—it was unacceptable. My roommate has a documented disability and is medically unable to climb stairs. Yet the resort knowingly assigned us to a floor that required stair access. The room itself wasn’t much better. * Television didn’t work. * Telephone didn’t work. * Basic amenities were lacking. After the first night, we requested—and thankfully received—a room on the third floor. Unfortunately, the phone in that room didn’t work either. The complimentary bottle of champagne that had been placed in our original room was never replaced, despite us leaving the unopened bottle behind. Because the phones didn’t work, every request—for towels, robes, room service, or anything else—required physically walking back to the front desk so someone there could make the call on our behalf. There seemed to be absolutely no urgency to repair anything. Housekeeping That Didn’t Housekeep Every single day we had to hunt down clean towels. Housekeeping routinely failed to remove dirty towels from the floor while also failing to replace them with clean ones. This happened repeatedly throughout our stay. “Preferred” Means…Lower Expectations We paid extra for the Preferred package. The Preferred Lounge was one of the biggest disappointments of the trip. Sparse snacks. Cold food. Very little selection. Nothing remotely “premium.” The Most Disturbing Experience The lowest point of our stay involved a medical emergency at the Preferred pool. A member of our group required immediate assistance. We asked staff for help. Not once. Not twice. Three separate times. The initial response? “Can you pay for it?” We assured them payment was not an issue. They still did nothing. Only after asking a third time did someone finally send a lifeguard with a wheelchair. When someone is experiencing a medical emergency, the first response should never be a discussion about payment. Every minute matters. That incident alone would prevent me from ever returning. A Troubling Observation at Checkout Throughout the week we watched guest after guest check out by simply placing their room key on the desk, stating their room number, and walking away. No paperwork. No verification. No exit pass. However, when it came time for Black American guests—including myself—to leave, we were required to obtain a paper clearance card proving we had paid our bill before security would allow us to exit the property. I did not observe this requirement being imposed on non-Black American guests checking out under the exact same circumstances. Perhaps there is another explanation. Perhaps not. I can only report what I personally witnessed. Final Thoughts This resort advertises itself as a luxury all-inclusive experience. What we experienced instead was: * A completely dysfunctional check-in process. * Management that disappeared during a guest crisis. * Broken elevators left unrepaired for an entire stay. * Rooms with non-functioning phones and televisions. * Poor housekeeping. * Disappointing food. * A “Preferred” upgrade that added little value. * An alarming response to a medical emergency. * Checkout procedures that, at minimum, appeared inconsistent depending on the guest. Vacations are expensive. People save for months—sometimes years—to take trips like this. This resort failed at nearly every opportunity to provide even basic hospitality. I cannot recommend it, and I certainly would never return.

Amazing location, good food, beautiful resort in need of some repair and urgent need of entertainment. what is this resort have and I like to give a 5 star for that, is that if you get there before 3 pm you can live the luggage with them and go eat sit at the bar and they serve you and also when you live you can give the room and still use the facility. That make me fill like they value my bussines even if some thinks are not perfect

Edward, Madeline and Ruben!!! Excellent!!! Thank you for the Class A customer service and attention. You were the highlight of our girls trip @ Dreams Panama. 23 Deep and they didn’t miss a beat.

Loved the staff and preferred services.

The staff go above and beyond to make your stay even better! Keep in mind that this is more of a relaxing resort than a party resort. We visited during the low season, so everything felt peaceful and comfortable. They have three à la carte restaurants—French, Italian, and seafood—and every meal we had was delicious and beautifully presented. The rooms were very clean and comfortable, and the pool was large, clean, and well maintained. The cleanliness throughout the entire resort was outstanding. The beach was not in suitable condition for swimming during our stay, but we were still able to enjoy the complimentary kayaking included with the resort (about 20 minutes), which was a lot of fun. The cocktails were good. While the menu wasn't extensive, the bartenders were happy to prepare drinks that weren't listed if you asked. There were plenty of activities to enjoy, including dance classes, kayaking, beach volleyball, archery, and other outdoor activities, so there was always something to do if you wanted to stay active. A special thank you to the staff members who made our stay even more memorable: Jack Córdoba and Jorge at the front desk, Stephany at the omelet station, Erik (Bar Manager), Héctor our waiter, Laureana at the lobby bar, Geraldine from the activities team, Carlos from parking, and Melissa at the coffee shop. Their friendliness and outstanding service truly made a difference. The resort is conveniently located about 40 minutes from the airport. The only downside for us was the Wi-Fi, which wasn't very reliable. Overall, we had a wonderful experience and would definitely come back. If you're looking for a peaceful getaway with excellent service, great food, and a relaxing atmosphere, this is the perfect place.