TripAdvisor Traveler Rating

This was the WORST hotel I have visited in my life. The first room when we arrived, had mold in multiple places, had a horrible smell and was filthy. The AC was not working properly. The next room was not much better. We constantly had to request towels, pillows and sheets to be changed because they were dirty and had a horrible smell. Plates and glasses were dirty. The food quality was terrible. The service was horrible. The staff was evasive and very unattentive. This hotel should close to reorganize their operations. DO NOT STAY HERE! ??????

The experience in general is great however we originally had the romance priveledged room. Package and value seems good, but the bathroom was totally outdated and to me somewhat dirty. After we advised our air Canada vacations rep, we changed our room to one level lower. All has been great since. Restaurants: we booked for a la carte for our nights here. As part of the romance package we were entitled to a dinner on the beach. That was crazy good. Also did Asian and Japanese a la carte restaurants, all was 5 star. We did the steakhouse last night and was at best just ok. Service was good but food was not hot and had flap steak and was like rubber.

We stayed here from 25/0526 for 2 weeks in privilege room and we absolutely loved it! Room 1621 , room was lovely , air-conditioning working amazing with a ceiling fan on 24/7. We didn't really do the swimming pool or any trips , we just spent our days on the beach under the thatched umbrellas , pure chill out bar and beach bar where we had lovely service even before we tipped the staff, shout out to irreale in pure chill out bar where he gave amazing polite service, we only went to the main restaurant on couple of occasions for lunch as we had pizza and pancakes most days, brilliant service from all those guys too. Little tip grab a couple of bread rolls from breakfast and feed the fish in the sea! It was amazing having all Little tropical fish swimming around and after a few days saw lots doing it too! Was a great topic of conversation,.just want to point out to that the building works going on isn't putting a dampener on our holiday either walked passed twice a day every day and no bother at all, this resort is cashless so just need for tipping ,we gave $1 some of time and occasionally upped to $5 or $10 , the a la carte restaurant's were lovely too especially the Japanese one as we visited 3 times in 2 weeks! We also gave the cleaning girls extra tipping as some days we came back to our room to find 2, 6pack of el presidente lager in our mini bar and my husband loved that. Also we saw a few rain storms while there n I tell you when I say rain! Crickey i mean monsoon style storms but handy to know there is big umbrellas in rooms too along with hair dryer , iron and ironing board too x we loved our visit and will return x cant wait ! See you next year!

Let’s start with a positive, most of the bar staff are lovely, particularly at the pool bar. I should also add I am currently staying here and have another 6 nights to go. Now for reality. The first room we were in the air conditioning didn’t work, the shower barely sprayed due to blocked nodules, and the window was broken with the handle not attached at all so couldn’t be closed. First person we reported it to told us it would be sorted. We had to go back to guest services who told me everything had been fixed - it had not and the lovely man I spoke to changed our room. Towels in the room are a bit hit or miss with us either having loads or none. All good for a few days. Then the hotel gets busy so there are no sunloungers, fine we can go to the beach - but that is covered in cigarette butts. Then there are no pool towels available. As you can tell, it’s not going well. Then we come onto the ‘value add service’ of being able to play pool in the sports bar, air hockey etc. that’s great if the token machines are working, and when you can get tokens the pool tables rarely dispense any balls and when they do at least one is always missing. At $5 a game that seems a bit unreasonable to me so off I pop to guest services who tell me it isn’t their problem as it is a ‘value add service. Overall, this hotel advertises itself as 5*, it is far from that and their lack of desire to reach a 3* standard for customer service issues only compounds it.

I’d like to start with a warning………Bit of a read but important things to note if you decide to go here. We made a big mistake of not checking all equipment in our room as soon as we arrived and letting the bell boy leave. Our TV was broken/smashed but not noticeable until it was turned on. When we reported this to the main desk, our report was ignored. We reported again to guest services who then implied we had damaged it and questioned why we had not reported it sooner. They told me this was very serious and I needed to get representation. I travelled with TUI and my rep was not available - A rep for another travel company was helping to calm me down due to a panic attack and told me "they do this to people all the time" There then followed 5 days of stress and worry while the hotel "investigated" during which time I had no communication from the hotel and my rep was unable to get a response. I didn’t know if I would be charged for the TV, arrested, asked to leave or not allowed to leave. It caused me great distress and made me want to go home. Eventually after 5 days I got a message from my rep to say investigation was complete and TV would be replaced. No apology offered, no explanation and no communication from the hotel. Even then it took a further 2 days before the TV was eventually replaced. We also had water dripping through the ceiling in the bathroom. This was reported multiple times and equally ignored. It got worse as the week went on - even housekeeping started to lay a towel down on the floor each day to soak up the water. It was a dangerous situation as the floor was very slippery. On our last day we were offered a massage by way of compensation for the leak, but didn't have time to have them so accepted a $100 voucher to spend in the shop. My advice would be turn on all equipment and check each area before the bell boy leaves so you have evidence of damage on arrival and don't have to go through the stress of trying to prove otherwise. Aside from that, in general this hotel is rundown and old. The décor in the room is scuffed and damaged but if you consider you are just sleeping there its probably fine for you. The shower is very small, you can’t stand and stretch out arms, if you bend over to pick up shower gel from the floor you will turn off the shower! Restaurants were easy to book and we managed to try each of them during our stay. • Steakhouse – OK but food was cold • Tapas – not great, we had the beef, it was very overcooked and dry • Japanese – nice, a good show but not something you would do more than once • Italian – This was the best. Food was amazing, hot and good variety. Staff were very attentive and helpful. • Main Buffet – OK but a bit repetitive. However my husband picked up what was listed as pork only to find he had a half a pig snout on his plate • Pool snack bars – These were great. Pizza, Crepes and toasted sandwiches. All good and nice staff serving you. • Bars – all were good with different selections at each. Only 2 served coffee through, and the main buffets only serve coffee in the morning. (as far as we know) Location is good, right on a sandy beach, pool is good and a decent size. Pool sunbeds were impossible to find after about 8am and any with shade were gone by around 7am. Even though the hotel has notices not to “reserve” this is not policed and we saw many times where beds had towels on but no people for the entire day. We stuck with the beach beds which were rarely reserved with lots of shade and the sea was lovely and warm so we mostly stayed there. This hotel has a real lack of communication and organisation when it comes to following through on things. Aside from the TV and water leak, we booked a bell boy to collect our luggage on leaving as we had my disabled mother with us who has Alzheimer’s. This was booked for 11.30am but no-one arrived. Phone in our room was not working so at 11.45 I walked up to reception to be told no booking was listed. This meant we either had to try and drag our luggage up ourselves along with my mother and her walker or wait and be late for checkout. I spoke with guest services who told me I couldn’t be late to check out so to leave 1 person in the room to wait for the bell boy and have another person from each room (we had 3) to go and check out. This meant leaving my mother on her own, when I ran back to the room she was outside, very confused and about to wander off! Overall, we would not visit this hotel again and would not recommend it. But in fairness, if we didn’t have the stress of the TV and water issue my thoughts would be it was the same as any other DR hotel and you can never truly expect to get 4T (TUI Rating) accommodation or service in this part of the world without paying an absolute fortune.