TripAdvisor Traveler Rating

I stayed at this resort in 2018, it was great then. NOW in 2026: WORST MOST STRESSFUL VACATION OF MY LIFE!!!!!!!!!!! To start off right when we arrived at the hotel for check-in, the process took over an hour. Disorganized check-in/check-out lines and the staff just picks who they want to help. We booked a king sized bedroom jr. suite. We were given a room with two full sized beds, not even queen sized. The room was dirty and half of the lights were not working. PROBABLY DUE TO THE FACT THAT WE FOUND A TERMITE HOLE IN THE WALL THAT WAS ACTIVELY EXPELLING STUFF FROM THE WALL!!!!!!!!!!! After informing the hotel staff they asked if we wanted to fumigate & continue to stay in that room. ARE YOU KIDDING?! We were able to haggle them into moving us to a new room. They moved us into the "premium" level area of the resort. At first we were very pleased. Only at 5:30 AM on our final day here the bathroom began to FLOOD from the ceiling/room above us. THEY WOULD NOT WAKE UP THE PEOPLE ABOVE US TO FIX THE FLOOD UNTIL 8 AM!!!! INSANITY!!!!!! They offered to move our room AGAIN, 3 hours before we needed to begin our check-out process. P.S. IF YOU HAVE A MEDICAL EMERGENCY ON SITE: GOOD FREAKING LUCK

Great resort with many amenities. The food is a bit different, but we enjoyed trying new foods. My family ranged in age from 18 to 70, and we had something to do each day. The resort has an adults-only pool area and family pools, with many bars at each. We enjoyed the miniature golf and the pirate island water park. This is truly a place for family or just a couple's only trip.

We are actually still staying here because we are booked for several more days. We paid extra for the premium package and our family suite has no working air conditioning, phones, or TV. The shower water backs up and runs into the main bathroom too. The TV has no internet connection for the kids to watch at night. The phones in the room do not work so we have not been able to take advantage of the VIP room service we paid extra for. I’ve requested multiple times to have these things fixed and I keep getting told the problems have been fixed. They even told me someone came to my room while we were at the pool and fixed everything but I had a camera in the room because we’ve had things stolen before and no one came to our room all day. The fridge under the minibar did not work and was replaced shortly after we checked in and the safe also had to be repaired . The place is beautiful but nothing works. The food is not very good either. Tonight we went to the Italian restaurant and my wife ordered a pasta with pesto sauce. It was the exact same thing we got from the lunch buffet earlier that day. We were told tonight that someone would come fix the phones. It’s been 3 hours and no one has come. We’ve also been told that they have a different room for us tomorrow that we can pack everything up and move to. Hopefully that is true and everything works in that room. Will not be staying here again. We are in here sweating like sauna trying to sleep.

The room accommodations were not as advertised. I was there for a wedding and we had events planned. I called the first night after my shower flooded and then the whole front area of the room flooded; Cleaning crew did not come to clean the room until I called..

Overall, our experience was disappointing. The check-in process was extremely long; our family with small children waited over an hour just to receive our room assignments and wristbands. By the time we completed check-in, the buffets had already closed, forcing us to order room service and pay an additional fee. Cleanliness throughout the resort was below expectations. High-traffic areas, including the swim-up bar and common resort spaces, often had garbage accumulating. While the room itself was generally acceptable, the bathroom had several issues, including broken light fixtures with exposed wires and visible mold. The balcony jacuzzi was not functioning during our stay. Although we requested maintenance assistance, we were informed that a technician was unavailable. Service could also be improved. Staff appeared overwhelmed during lunch and dinner periods, resulting in slow and inefficient service. Additional training in guest engagement and hospitality would likely enhance the overall guest experience. Unfortunately, the resort did not meet the standards we expected, and significant improvements are needed in cleanliness, maintenance, efficiency, and customer service.