There was nothing special to give you a wow experience to make you want to come back or to even refer to anyone. On the last night and that morning the water was cold in the shower and even in the sink . The food was poor especially the little things that count like the nacho cheese on the snack bar was very watered down. Food is a big experience for me and there was nothing special about any of the restaurants. I usually don't do reviews but I had to this time. Sorry but this is one Resort I would not come back to
Disappointing for our 5th anniversary trip
Sep 13, 2023
This resort does a lot of things really well. However, the things they don’t do well significantly weighed on us during our trip. The customer service could use some serious improvement. There were several problems we had that the resort just couldn’t handle in a professional way. First, when we arrived they had communicated to us that we needed to send them our booking confirmation through email (why, I have no idea). I sent the booking 10 times over the course of about 30 minutes and they couldn’t access it. The lady helping us spoke no English.. (none at all. I don’t know why she’s working the reception desk). She was rude and acted like it was our fault, even though it was clearly a problem on their end. Eventually, she took my wife’s phone to try to do it herself, and turned on our cellular data (which we had turned off so as not to incur international roaming charges). I don’t know why she thought that would help, since we were connected to the hotel wifi and that wasn’t the problem. We were charged for a full day of usage, even though we didn’t need it and didn’t use it. She then denied doing this, when it was obvious she had.
The other main, unfortunate problem was that I needed a doctor mid-way through the trip for a painful ear issue. The resort called their on-call doctor and he came to help. After he had finished, it turned out he only took cash (it’s 2023, just set-up apple-pay on your phone?) We didn’t have enough cash on hand since we were only at the resort for four days, so I went to the lobby to inquire about taking cash out. They told me that their ATM was broken and that the nearest ATM was in the city (20-30 min away) and that I would need to go with the doctor to take cash out, pay him and then find my own way back. I couldn’t believe it. What a ridiculous, outrageous thing to tell a paying customer to do at your resort, where your ATM is broken. The doctor was also rude and super unprofessional, doing nothing to try to help the situation other than by demanding “you need to pay me. Pay me now. You need to pay me.” It was nightmarish and incredibly embarrassing on both his part and the resorts.
Ultimately, I think you can totally have a good time here. Like I said, they do a lot right, but you’re sort of rolling the dice because of how mixed the staff friendliness and professionalism is. If you’re booking this resort through Westjet, it’s most definitely not worth the total price that they charge. I wouldn’t pay more than $1350 CAD (1000 USD) per person to stay here for 5 days (flight included).
I just want to end this review by saying that the following staff were simply amazing and were instrumental in salvaging our trip.
Samir - poolside server/bartender
Guitran - bartender
Rico - bartender
Cesar - bartender
Jorge - El Pescador server
Sep 11, 2023
Provide more equipment to borrow for beach activities (like snorkeling gear).
Provide more member services to inquire about future vacation trips
Improve the quality of the food provided. One restaurant was great (Pescador?). The food at the other restuaurants was average to good, more spice and seasonings were needed.
Sep 02, 2023
Service has been amazing especially Jairo and Jovani! The staff was super welcoming and they made sure our stay was incredible! Our drinks were never left empty and we always had a smile on our faces thanks to these amazing people. We will be returning!
Sep 02, 2023
Had a wonderful experience at this resort this week, Shout out to Jairo and the entire pool bar team for going the extra mile and making our week that much better! Did not have a single moment with Jairo asking if I need another drink or food.