TripAdvisor Traveler Rating

My family and I had a wonderful time. There were a few issues with our nest swim up suite, but they accommodated us and gave us a better onewith no charge. The food was decent, but the hospitality was wonderful.

This is our fourth Karisma Resort and by far the worst. The resort is worn down a bit. Service is a hit or miss but mostly miss most of the time. Very limited food options, they were out of some items at all restaurants. No issues getting any reservations due to being a Karisma member. Very limited on alcohol as well. They were out of Gin most of the time. They did say there are going to renovate sometime soon but won’t find out if service and resort will improve since we won’t be coming back. We will be going to another Karisma resort we haven’t been to in January 2027 and hope it will be better.

I can honestly say with absolute certainty that this is the worst hotel I've ever stayed at. We arrived and got accosted by our concierge telling me I was getting discounts for things, which obviously who doesn't take a discount that's offered? Sounds good then when I was leaving he said he'd see me at the promotion event tomorrow, which I asked what is that and was told it's free blah blah, looked it up after, it's to do with getting a time share, I wouldn't take a time share here if it was free. I told him no I'd rather pay than listen to a marketing spiel about this kip. Then we went to get lunch which is frankly inedible. The buffet was open my child said the pizza tasted like feet and I can confirm, it did in fact taste like feet! I honestly lived on bread rolls and rice and I am not a fussy eater, the food is cold and hard. We tried the Asian one night, it was ok-ish but we ordered and the food was with us in 2 minutes so obviously not made to order and this is not good enough for a 5 star hotel at this price. The Italian was disgusting. My personal highlight of the trip (sarcasm incoming) was having food at the water park bar, my chicken wrap had mold on it! I showed the man who gave it to me, literally green mold spots all over it and he shrugged, I told him no, not acceptable and he shrugged again so I left it and walked off without eating. I also had an upset stomach after eating at the buffet, it was not pleasant. The rooms are frankly run down and I can't believe anyone would consider this a 5 star hotel, on a good day I'd say 2 star..the shower had a layer of grime when we walked in, there is a broken door outside every room, the balcony was filthy as was the pool we paid for. Our bathroom stank of cabbage, it was so bad we had to leave the back door open when we were there. The coffee maker was not cleaned before we arrived, I wanted a tea and the water came out dark brown and it smelled, it also would stop randomly then fill up and overflow and when I added water into it, there was a literal build up of dirt in it. The staff are rude and openly laugh at customers, which happened in one of the shops, they actually asked me after laughing do I speak Spanish because they realised I knew what they were doing and then continued to laugh. The only thing I enjoyed was the gym and even then the gym is outdated, gym hours are good though! We had a massage at the spa and that was the highlight of the trip. If you are expecting to meet characters, you won't unless it's paid for, that was the only thing my kid enjoyed and was happy and smiling at..the best thing I can say about this place is our stay was short ..I really mean this for anyone considering this place, DO NOT BOOK unless you like overpriced kips with inedible food.

I DO NOT RECOMMEND THIS RESORT. Unfortunately, our experience was extremely disappointing. Between my room and my mom’s room, we saw four roaches total, which is completely unacceptable. At one point, I also asked for my bed to be remade because there was a wet stain on it, and I was told that the ceiling leaks. That alone was shocking. The food was disgusting. The quality was terrible, there were limited options, and several restaurants were closed during our stay. When you’re traveling with children, having decent and accessible food options is extremely important, and this resort did not provide that. The resort also does not offer nearly enough flexibility for families. The swim-out pool closed at 7 PM, while the water park and most activities closed at 5 PM. To get to the activities or water park, you have to wait for golf carts. If you don’t speak Spanish, communication can be difficult, and we experienced waits of 20+ minutes just to get to the water park, only to arrive and have nowhere to sit. A lot of the activities were limited to children ages 4–12, and the clubhouse was for ages 3+. My son was 2, so there were very few activities available for him. What makes the situation even more frustrating is that I reached out to management about our experience, and it has now been two weeks without a proper response or resolution. Between the roaches, leaking ceiling, wet bedding, disgusting food, limited hours, transportation issues, lack of activities for younger children, and management’s lack of response, this was absolutely not the vacation experience we expected or paid for. I will never return to this resort, and I would not recommend it to families—especially those traveling with young children.

The staff was very rude the food is disgusting. The housekeeper hide items out of my suitcase I found a pair of my shoes under the sink shoes that I never removed from my suitcase but I was confused to how they put out of my suitcase and under the sink after returning home I realized that a Gucci pocket was removed out of my suitcase that I never took out of my suitcase to wear while I was at the resort. So before anyone goes note that the housekeeper go through your belonging and steal my bag I just brought in may and it cost $1100,00 and the have not tried to help me recover my pocketbook. That the housekeeper is now wearing as her own or she could have sold it by now that I realize it went missing. Very scared to come back and go to jail because someone stole from me. None of us enjoyed ourselves. This is my bag that was stolen if anyone sees a housekeeper sporting this no it’s mine