TripAdvisor Traveler Rating

Don’t book here until they have opened. Have a reservation made four months ago for a visit in December. In mid September they cancel that. I am a Live Aqua member and was called by someone ill prepared to offer reasonable alternatives. He clearly knew little of what is available with Live Aqua or in Punta Cana for the same week. When he was questioned about specifics of resorts that were not owned by Posados he knew almost nothing but still was trying to sell their product. And then had the audacity to send an email completely absolving Live Aqua Residence Club of any responsibility with the quality of this product they were offering as an alternative as a result of their poor management. This included a property in Mexico owned by Posadas that one would hope they had complete control over the experience and resort fees. Requested to speak with a member of management and promptly all further communications have been ended on their part. We had considered upgrading our membership with Live Aqua in the next six months or so but that clearly will not be happening. How such a supposed upscale organization can handle their members this way especially when they are owned by one of the biggest hospitality companies in Mexico is beyond me. How Mexican law allows a company to act this way is also surprising to me. We will be staying with this company again because we own within their timeshare but it is highly unlikely that we will expand that ownership and definitely not recommending their product in the future. We were

Incredibly bad customer service! We were supposed to stay during the holidays and we received a call 2 weeks ago stating that the hotel would not be ready. They only proposed to postpone our trip to after January 31st or to go to Mexico. However our flights are already booked and this changes will make us incur at a minimum $2k or $3k more in expenses and after excalating the issue (many calls and emails) it took them 3 or 4 weeks to confirm that they will not compensate us. I would definitely not recommend going to this resort or one of their resorts