TripAdvisor Traveler Rating

My family paid a lot of money to stay in this all inclusive resort. The first thing that happened was when we arrived. There was a service fee of $15 per person per day that we found out about when we checked in. The front desk told us it was listed on expedia, but we just saw service fee. We had no idea what the amount would be. So we had to pay an extra $270 when we arrived. The reason we didn’t know about it was blamed on Expedia. Next, our room was not ready upon check in, so we arrived early at the resort from our flight and had to wait additional time. Everything went relatively well after that until we tried to sleep. Our room was right next to the public access road to the beach and people were loud yelling there until late into the night and again early in the morning. You can hear everything people are saying outside of your room. We understand that is a public area but it was just very loud and made it difficult to sleep. The next night we woke up to some sort of construction at 2:30 in the morning and we had to be up at 6:30 am to leave for an excursion. It looks like someone was shoveling dirt out of a truck onto the beach for an hour in the middle of the night because we saw a mound of brown sand/dirt the next day. It was loud banging sounds and men yelling. After this we asked if there was any way we could change rooms and they accommodated us and found us a room to move to the next evening which was very nice. However that evening we found mouse droppings on our bed and floor. We told the front office we needed to be moved that night and showed them the pictures of the feces. They then told us it was lizard poop, then they said it could have been in the ceiling and fell down to our bed. We paid too much money on this resort to brush poop off our bed and sleep there, so we asked if we could be moved that night. They got us into another room but then we still had to move our stuff there, then into our other room change the next day. They were not apologetic but tried to blame the issue on other things. We packed up our room and the next day went to the beach and when we checked on if our new room was ready they said yes, but they didn’t take our stuff to it like they said they would. So we told them they had offered to move our stuff and they eventually did. It’s been a lot of hassle for a resort that has such a high rating. We expected a higher level of care and effort. We have one more day here, so hopefully our last day is better.

Wonderful jungle setting, amazing views, pools, delicious food, and the sweetest waiters. Just the mosquitos are a problem and the unreliable WiFi in our room. Beautiful place. The city is on the corner and the beach has the softest sand..

Relaximg place. Good food. Close to a nice area. Clean. Is the style that i like not big buildings just small huts with beautiful garden. The people is very gentle too —————////////—————————- ——————————/—-2-22-11122212—————————————-

Love this hotel! Do not hesitate to book :) Everyone at the hotel is very friendly and helpful. The food and service is incredible, couldn’t ask for a better way to celebrate my 30th birthday!!!!! The white beaches definitely are wonderful!

This was an excellent resort! We went for a friend's wedding and hurricane Beryl hit nearby. The resort has a generator, so we had power (AC!) the whole time and staff made sure the restaurant was open for all meals, even breakfast in pouring rain. Also the offsite wedding venue was closed because of the hurricane, so this resort hosted the wedding and reception on very little notice and it was beautiful and the food was delicious. My husband and I are vegan and the server and chef at the onsite restaurant Las Olas, Manuel and Juan, came up with special creative breakfasts for us every day! I've never eaten so many veggies at breakfast! They were delicious and it was so kind of them to go out of their way to make sure we had something filling rather than just letting us eat fruit and toast from the buffet. Also, be sure to try the special spiced Mayan coffee!