TripAdvisor Traveler Rating

Worst customer service from start to finish! If I could give less than 1 star, I would. My family booked a week vacation at this resort and immediately cancelled our stay after 1 night because the customer service was so poor. From the moment we checked-in we were met with arrogance and rudeness by a desk clerk (Daniel B.). He even argued with us about our reservation and was completely unprofessional. We complained to the supervisor who was not accommodating and nothing was done. Don't waste your money at Lopesan and make sure to read the poor reviews. We don't typically leave reviews, but our experience at this resort was so terrible and disappointing on so many levels we had to. There is definitely a culture of rudeness at this resort that makes you feel unvalued as a guest and unwelcome. Go elsewhere!

Luis and Yojanny were the best bartenders of the whole resort!! They are the casino location on the resort, they make the best drinks and are amazing people!

I rarely leave negative reviews, but our experience at this resort was extremely disappointing from start to finish. After check-in, my family waited a long time for our luggage to be delivered to our room. When we finally asked about it, the staff had no idea where it was. They had completely forgotten about it and eventually found our luggage sitting in a cleaning closet. I requested a crib for my one-year-old, and after waiting for hours, I had to go to the front desk twice because they kept forgetting to bring it. One of the most frustrating parts of our stay was trying to make restaurant reservations. During a 5-day stay, we were only able to get one reservation. When I went to the staff for help, I was told they were only there to show me how to use the app, not to assist with reservations. That is not the level of service I would expect when I’m already having trouble using the system. The buffet was another disappointment. The food was often cold, and one day while I was helping my toddler with her food, a waitress cleared my plate without even asking if I was finished. When I told her I was still eating, she seemed annoyed. She had also taken my silverware and ignored my request for more. I ended up getting up myself to find silverware at another table and get more food. The one restaurant reservation we did get wasn’t much better. We ordered our meals, then waited forever for our drinks. Our food arrived, but after that, no one checked on us, offered refills, or asked if we needed anything. We eventually gave up and left. The final straw was our last morning. At 8:00 a.m., hotel staff and security came pounding on our door. It honestly felt like there was some kind of emergency. Instead, they were there because we had a drying rack on the balcony with a towel and swimsuit. The written rules state that items should not be hung on the balcony railing, which we had not done. We were using a drying rack. Even more confusing, it had been there since the first day of our stay, but they waited until the fifth day to make an issue out of it. What surprised me most was the attitude of some of the staff. On multiple occasions, we overheard employees complaining about guests and making negative comments about them. We even heard staff members saying that guests should not speak to them harshly because they do not own the hotel. While I agree that everyone should be treated with respect, hearing employees openly complain about guests is unprofessional and reflects poorly on the hotel’s service culture. Based on our experience, I would not consider this a 5-star hotel. A true 5-star property is not just about the facilities—it is about exceptional service, attention to detail, professionalism, and making guests feel valued. Unfortunately, that was not our experience. The staff often came across as rude, unhelpful, and lacking basic customer service skills. Overall, the resort seemed disorganized, communication was poor, and guest satisfaction did not appear to be a priority. Vacations are supposed to be relaxing, but this experience was frustrating and stressful. Unfortunately, I would not stay here again and cannot recommend it to others.

The resort is beautiful and the pools are amazing. However, the customer service and cleanliness is the worst I have ever seen. Our room had blood on the walls, broken glass on the floor, dirty linens, and the rooms were rarely stocked properly during daily cleaning. We were lucky to get more than one bath towel, forget hand towels or bath matts. The pool area is also littered with empty drinking glasses, staff seem to never come by to pick up empty cups, there was even a day where there were dirty diapers left under some of the chairs, that were visible for hours in a high traffic area and were never picked up. The worst part of the whole resort is the customer service. The first day when we told the front desk of the broken glass and blood in the room we presented them with pictures. The guy said he would follow is to the room as we get to the elevator he gets in first and orders us to push the buttons. We get to the room and he takes the same pictures. Then he doesn't say anything, but gestures with his hand for us to follow him. Again we return to the elevator, he gets in first, tells us to push the floor of the lobby, and then is the first one out. Not a single word spoken, not a single apology. Later that day we received a small liquor bottle with a happy birthday card, yet we're 8 months away from our closest birthday. We could only assume that was their way of apologizing. That was just the first 30 minutes. The rest of our stay was met with unfulfilled drink orders, conflicting directions from staff members, being told we can access one pool to be chased by security saying we can't. Then being directed to their newly opened sister resort next door to again be chased by another security guard. And so much more!

We have just returned from a week at the hotel. The hotel itself is beautiful, room was great, grounds are lovely, beach is fantastic as are the pools but the service varies significantly from staff member to staff member. Overall I would say service is average but we have experienced really great service (Goldfish is the place to go!) and awful service (we walked out of the American restaurant). It’s not just venue specific either in the inari we had one server who was lovely and then another lady who seemed to be offended by our orders! We also visited the English pub which is beautiful but attitude of staff was shocking, but then in the sports bar a stones throw away was great. I sense the hotel knows it has an issue/opportunity (which is great to see) as reception had been highlighted by other reviewers as an issue but we had a good experience and there are lots of surveys we’ve received which lean towards the service side of things. This was not an inexpensive holiday but overall unfortunately we feel our money would have been better spent elsewhere.