TripAdvisor Traveler Rating

Staff couldn't speak English very well, to the point where it was difficult to make yourself understood. It was difficult to order drinks, it was difficult to ask what was in the food. Food was often not labelled correctly, if at all. We found that the entertainment staff started to avoid us as they couldn't tell us what events were being put on other than pool games. One particular member of staff, Belkis, was downright rude, told us we didn't have a table while crossing our names out on her list. When challenged about this, with guest services present, she rolled her eyes, sighed a lot and proceeded to talk about us to other members of staff and point at us. Highly unprofessional. We were there for the World Cup and the English fans were treated differently to the Mexican, Argentinian, Brazilian and Colombian fans. They were allowed to bring additional chairs into the sports bar, when the English fans tried to, we were threatened with security. When England had an early kick off, the bar was closed. When Argentina kicked off at the same time the following week, the bar was open and staffed. Food in the buffet restaurant was probably the worst we have experienced (we have been to the Caribbean several times), and was poorly labelled, so if you have allergies or intolerances you will struggle. The bookable restaurants were good, if you can make yourself understood. Avoid this hotel.

The hotel was really nice with good food. The was stadf was also really friendly and the room big and clean. The relaxing at the beach was also really nice. Caramleo was really attentive and nice.

Our stay at the hotel has been wonderful. The animation team is super nice and fun and entertains us a lot. We were at the silent party and it was great. We love the spaghetti boy. His laugh seems super funny and fun. The super loving Gigi is always aware that we don't miss anything. The restaurants are crazy, the hotel has a variety of food and restaurants to enjoy with the family, the girls from the bars are super attentive, we hope to return soon.

Stayed for 11 nights with Tui, the hotel was generally OK but alas it didn’t live up to its name. The rooms were comfortable and a reasonable size. The main buffet restaurant was a bit repetitive so we opted for the A La Carte options, most of which were good, however in the Mexican the main course was served before we had finished the starter and the desert whilst we were still eating our main. The Japanese is entertaining and good fun. Overall we were disappointed at the shortage of serving utensils, encouraging diners to use their hands. On two afternoons we returned to our room after 4:30pm to find that it hadn’t been cleaned and made up, disappointing as we were out by 9 am, so plenty of time. On another afternoon we were without any water for over an hour, guest services or front desk, didn’t answer the phone when we tried to contact them which added to the frustration. The fire alarm in our block was activated at 2:00am in the morning, we were in the process of evacuating when security informed us that all was OK, unfortunately there was no follow up or explanation from management. A number of vehicles operate around the site, golf carts transporting baggage, guests and staff plus a number of maintenance vehicles, you need to remain alert and take evasive action as they appear to have priority. There were many near misses especially with many children running around. It was Sargassum season but the cleanup crews worked hard to keep the beaches clear of the weed. We tried to walk out the dock one evening after dinner only to be told quite abruptly by security that it was closed. There was clearly a private dinner taking place at the end, we couldn’t understand why we weren’t able to go half way. In general we felt that the Spanish speaking guests were given priority over the English speaking, some staff were friendly and welcoming whilst others seemed disengaged and unhappy which impacted the customer experience. The hotel has potential, I hope this feedback is seen as constructive and an opportunity to improve.

Just arrived home from 2 weeks stay, mixed review, gardens very well kept, beach had sargassum but staff worked to clear it each day, other than that beach lovely. Rooms- had all that was needed, air con very noisy, cleaned daily however on 4 days we had to call and ask room to be cleaned, also at times rooms not cleaned until after 5pm, which is not ideal. We had to move drawers to access the only socket in the bedroom. Showers were hit and miss for hot water and water pressure. Mini fridges were supposed to be restocked daily this didn’t always happen and when asking for this to be sorted took ages and many calls. We had 2 rooms as a family of four and both safes in the rooms were broken/would not lock, they were repaired when reported. Food - at various points all 4 of us were unwell with tummy issues, food was never hot, left out for hours and not labelled correctly, not a lot of variety or choice all variation on the same theme. The bookable restaurants were not much better, Mexican very bland no flavour, one dish raw chicken, Italian waited an hour for starters, Japanese, basically stir fry with potential for cross contamination. Pools - all pools were dirty and very poorly maintained, broken steps still in use, crumbling pool edges, little shade and few parasols, broken sun loungers. Staff and Service- majority of guests appeared to be from central/South America and were always served before we were at bars and restaurants, we were often ignored our order was taken then drinks never materialised. Some good staff sadly rude and disinterested staff outnumbered the good. We asked for a taxi to be booked and they wanted to book it for us but wanted us to pay for journey both ways at a total cost of $70, we booked Uber ourselves for a total of $22. There are constantly people trying to sell tours on the beach, by the pool, at entrance to bars, reception they were everywhere. No air con in restaurants or bar areas, very loud constantly, when we wanted a quiet drink went to bar near beach as it should have been open until 11pm, but every time it was shut by 9pm. All issues reported were dealt with poorly however daily calls from concierge became tiring as if you said they was an issue they hung up on you and turned your phone off.