TripAdvisor Traveler Rating

This is the worst hotel I ever stayed in my life. The front desk manager Jakelynn was completely rude and unprofessional during the check in process. Clearly there was a mistake with the reservation and even a week before arriving the correct reservation was supplied to Bryan De Leon and instead of cancelling one of the reservations they just kept two just to be sneaky and collect more money. This hotel is not welcoming to Black people or Americans. The front desk agent who claimed she was a manager Jakelynn was rude and kept saying she will call Bryan and put him on the phone but never did instead called someone and spoke in Spanish. Then another guest who was from Spain spoke with me during the pool and stated they had an issue their reservation and another person in their group made a reservation but the hotel cancelled it without penalty and offered them an upgrade. Instead I was charged for two reservations. The only difference between myself and them was the color of our skin and our nationalities. Then at check-in I mentioned we were there for my daughter’s birthday which was 8/12/26 they said they would set something up in the room. Didn’t happen just set up to steal food. Then for her birthday I tried to get her ice cream because I was told there was an ice cream machine. The hotel staff led me on a hunt to find it then when I messaged the hotel their response was initially rude then they tried to fix it once I sent pictures in real time of me going to the so called places that would have it. When they did activities someone would walk up to and in English ask if your child wants to participate in a game then during the game say everything in Spanish leaving your child confused on what to do. Why not have the same person who spoke in English get on the mic and translate or better yet why even bother to invite a hotel guest’s child to participate in a game to just stand there and look confused. The cleaning lady stole our just purchased food out of our room but left all the other snacks and food in the room. The 3 restaurants outside of the buffet only one of them is good (CAPE NAO). The other two had terrible service and food. The food ordered was a well done steak twice it came back rare this was “The Grill” then at the Italian restaurant the waiter got everyone’s food mixed up and the kids food came out last instead of altogether. And the steak ordered there came out rare with blood coming out then when it came back it was burnt and unedible. This hotel only has a handful of exceptional staff who are Omar, Nelson, Rafael(manager) , a female hostess at Cape Nao on 8/13 around 10pm with a white shirt I forgot her name and the chef Lawrence at Cape Nao restaurant. If for some reason you end up booking here only the Cape Nao restaurant is worth the money and the best waiters to ask for are Omar and Nelson. If you run into any issues the only manager that’s kind and efficient is Rafael. The front desk agent Jakelynn is a nightmare and needs training on etiquette & business. Good business would of been cancelling the wrong reservation without penalty and instead having us pay to upgrade. My sister has 1million followers and best friends with CardiB they could of had good promo. Mind you it was her food that was stolen and her food that came out rare multiple times.

Eric at casa Nostra was great! Attentive and helped celebrate our daughters birthday early

The best service the best restorant Italian at Melia Casa resort !!! Special thank you for Alfredo Abigel and Rene !!!! The best service ever !!!!

Have to say that this all inclusive has surpassed my expectations. It feels small at first but for my small son and teenage daughter turned out to be the perfect combination. The rooms are good but who comes to stay in a room right? The beach is perfect for the kiddos. However the only downside is that the pool this time of the year remains HOT so it is not refreshing if you’re trying to cool off. Now here is where we have surpassed expectations. The staff everywhere have been welcoming and forthcoming to assist with a smile on their face. And the best part has to be the food! The buffet for breakfast is delightful! The other restaurants are great shout out to Nelson in the Mediterranean restaurant great service and attitude. But Casa Nostra takes the cake. THE FOOD! The food is insanely good and I come from NY. So I know my food, huge shout out to Rene, Fernanda and Luis the chef. WOW great great job. Food is immaculate here. We would gladly come back here just for this restaurant. Thanks again for the hospitality.

They charged me more at check-in. The check-in person M.J. was rude and unwelcoming. She did nit explain any of my "Level Privileges." I never received towel cards. And my room was wrong. But the rest of the service staff was amazing. The servers are world class.