TripAdvisor Traveler Rating

We had a wonderful week long stay at the resort. Juan Carlos butler took care of all of our needs. We had an amazing bartender Omar! We absolutely loved the server we bonded with yuly mateo, she is a gem of a human, very friendly, went above and beyond for my family. Shes an asset to the buffet area for sure.

Honestly, a great experience. Our group of 22 had the best week. Thank you. Juan Carlos Butler was exceptional at making sure we all had the best experience.

The only good thing I have to say about this resort is the ocean and beach. Would never recommend to stay here. Service terrible Staff miserable Food (buffet and snack bars ) terrible Good luck trying to get a reservation at the restaurants. Very outdated Worst check in experience I have ever had, and we travel a lot.

Very disappointing experience. The food made me sick with nausea and diarrhea, which significantly impacted my stay. This should not happen at any resort, let alone one that presents itself as high-end. Not recommended.

We have stayed at this resort six times since 2019, which makes this review particularly disappointing to write. Over the years, we have noticed a steady decline, and this visit confirmed that the current standard is no longer acceptable for us. We understand this is a four-star resort, but we expect basic functionality. Our room (3437) did not meet that standard on arrival. We were assigned a room with: A very loud and ultimately broken air conditioning unit A broken toilet seat (later repaired) A non-functional phone Because the phone did not work, every attempt to get help had to be done in person. On our first night, only the night desk clerk was available, and no meaningful assistance was provided. We spent our first night in a hot room, unable to sleep. The following day, we were repeatedly told to come back later and, at one point, were told directly that a room change would not be possible. After nearly two days and many attempts to resolve the issue—including attempts to escalate to our travel representative and management—nothing changed. What finally triggered action was not the hotel’s process, but our own intervention. My husband attempted to access the air conditioning unit out of frustration, which prompted escalation. A maintenance supervisor arrived within minutes and repaired the unit in under an hour. That moment made it clear that the issue was fixable all along—it simply was not being addressed. Had we not intervened, we believe this situation would have remained unresolved. This highlights two serious failures: Rooms are being assigned without proper inspection Guest issues are not handled with urgency or ownership We also spoke with other guests experiencing similar air conditioning issues. Additional observations: There is significantly less shade than in previous years, creating a highly competitive and uncomfortable poolside experience Housekeeping staff were pleasant and maintained cleanliness, but maintenance reporting is clearly lacking I do want to highlight that the restaurant staff were excellent. Fabio, Fucundo, and Teodoro provided outstanding service, particularly around severe food allergies We have returned to this resort many times, but based on this experience and the overall decline since 2019, we will not be returning. This situation was preventable and reflects broader operational issues.