You only get one honeymoon and I wish we would have chose literally anywhere but here. 10 days in “paradise” turned into 4 enjoyable days and then something literally breaking every single day. By the end of our stay we have experienced times with no cold water, our toilet not flushing, non working elevators, door being broken/key cards not working, balcony rails that are nearly falling off, whirlpool jets that splash water all over the bathroom floor, and the list goes on.
We got a corner honeymoon suite but it was a disaster. Large cracks in the wall, some sticky substance all over our door, creaky cabinet doors, loud banging or pounding EVERY morning.
We have gone to restaurants that didn’t have the AC on (or if it was on, it was barely working) which caused me to get heat sickness.
Other restaurants will change how much they allow you to order from day to day or waiter to waiter. And the portions are very small and often have ingredients on them that were not stated on the menu.
We had a candle lit dinner on the beach and when we got back to our suite it was very nice of them to have rose petals on the bed and a message spelt out “I love you”, but when I went to the bathroom and couldn’t flush the toilet or wash my hands because there was no cold water, it completely ruined the entire night.
When we scheduled massages we were told they were at noon, then 1pm, then when we showed up they said they were at 4pm. They were able to get us in a 1 after I complained, and the massages were wonderful. That is one area I will not complain about.
You can put the “Do Not Disturb” sign on your room door, but they will just call you to ask if you need anything anyway. Do they not understand the meaning of “Do Not Disturb?” Every time we would pick up the phone they couldn’t hear us because of a faulty connection. If something breaks you have to go down and talk to them because they rarely if ever answer the phone.
They expect you to use the hotels app to request room service, contact the concierge, even ask for ice to be brought to your room. The app rarely works as it crashes constantly and you have to put in your request typically 4-6 times before it finally goes through. Ive had entire days where the bottom menu wouldn’t appear on the app, which is where you do all of your requests from. And you can’t call the concierge because they won’t pick up, so you have to walk down to the lobby, hoping the elevator will work or not close between you, in order to put in a request.
Finally during the last 2 days they turned off the elevator because the doors were closing on people and causing injury, but they didn’t put an out of order sign up. So you had to use the service elevator and walk through the gym in order to get to the main floor. I would have used the stairs, but there were no signs for where they were located and I didn’t have the patience to deal with it.
We have complained multiple times, day after day as things have gone wrong and to get compensation they expect you to sign a waiver that states you cannot get any further compensation, do a charge-back, leave a bad review, etc. They started with offering free massages and then offering us $300 the next day as more things went wrong, but I refuse to sign away my rights. I stated that asking us to sign away our rights was against the “Fair Credit Billing Act” and we were told that only applied in American. Well sir, my Mastercard is issued in America and you are trying to make me waive my rights as a U.S. citizen.
The next day our toilet stopped working and then the next our room keys were deactivated and they couldn’t reprogram them due to a “system outage”, so we were locked out of our room for multiple hours. The day of our departure we yet again had no cold water and had to attempt to shower in scorching hot water.
Before leaving we asked for a copy of the damage report for our room and all of the issues we have responded, and as expected they would not provide it for us.
When we left they asked for our credit card again, even though they had it on file. They wouldn’t let us leave without checking out so I wrote “refused to let us leave without credit card” as my signature and the manager ended up coming up and finally let us leave. My assumption is he was just sick of us complaining and wanted us to leave.
I will note that the first few days I had every expectation to leave a 5 star review, which then turned to a 4, then 3, and finally a 1 star review because this has been one of the worst experiences of our lives. The concierge did make an effort to fix our initial complaints about the room, which they did very timely. But after they fixed those issues multiple more raised day by day. We literally spent more time talking with our concierge and waiting around in our room to have things fixed then we did enjoying our stay.
Amazing resort and holiday!
(Solihull, United Kingdom)
Jul 01, 2022
Arrived for check in to be greeted by friendly staff and a glass of champagne. Check in was quick and we were taken to our room via the shuttle. The rooms are large, clean and have all amenities needed. The grounds are absolutely stunning! The beach is on the small side but still beautiful and great for snorkeling. There was some seaweed but the staff work so hard day and night to clear this. Went to concierge on first morning and booked our restaurants in advance. Had no problem getting reservations. I must say the food in the al a carte restaurants is the best I've ever had in an AI and I've been to quite a few luxurious places. Klay Talay and the Gourmet pub were our favourites and Driftwood for lunch but can honestly say we didn't have a bad meal. The staff make this a five star resort! They are so lovely and work so hard! My standouts were Alfonso and Nelson who were so attentive and polite. We enjoyed the fire show on the beach and would recommend booking a table (with a bottle) through the concierge to be at the front with a guaranteed view and also close to the water. Our minibar was restocked each day and the room was left spotless by housekeeping, very impressed. Naay Spa is also a must! The hydro experience and couples massage was amazing. Tip: the spa ladies doing the rounds on the beach and around the resort give a better price for the treatments than just turning up. There are a few different bars and pools and we never had a problem getting a lounger or a bali bed. However, if you want the main activity pool you have to get up early. This resort suits everyone, if you want to chill, then you can do so but there are also lots of activities like water/beach volleyball, tequila tasting, event nights, coconut painting, bingo, table tennis and much more! Kayaks also available for free on the beach. Plenty of beach towels available in the boxes at the beach and pool. We saw lots of wildlife which was wonderful and the monkey even joined us for breakfast one morning! If you want a beautiful resort, good food and drinks and staff who make you feel like nothing is too much then this is the place to visit! Can't fault a thing and would go back
Luis is the best
Jun 29, 2022
Luis and jesus made our days at the infinity pool! His entertainment was unreal! The pool volleyball is really fun with luis, his super happy, all the peoples are happy with your work, the foam party is fantastic
Jun 29, 2022
Luis and Jesus are the best team in the pool with your music, there are very funny with all the people, Luis is the best with the music.
The activities in the pool are fantastic, the best vacations mexico
The best hotel
(Playa del Carmen, Mexico)
Jun 29, 2022
Luis and Jesus is the best team in the pool.
Congratulations for your work in the pool, the activities black Jack, pool volleyball, the movie trivia, the song trivi, in the infinito pool we have the best drinks