TripAdvisor Traveler Rating

I have some food restrictions. Garcia Mgr, Chef Arturo, and one more chef whose name escapes me, & Lucas (our preferred server) @Spice were fabulous as were Raul @Pelicano, Manuel & Eduardo @Asiana, Reyes & Chef Isaac @Barefoot. Great job!

We had a wonderful time at this resort for my friend’s 50th birthday! The entertainment team was so much fun, especially Daniel! Every staff member we encountered was polite and welcoming. Fun activities, great drinks, good vibes!!!!!!!

This resort was a Hilton when I stayed. Was the best all inclusive resort I’ve experienced. The service was five star. The staff always had a way of recognition 10/5 rule (as a hotelier) they would touch their heart with a little head bow in passing. The rooms are awesome, the entertainment daily throughout the day indoors and out. The foam party was a blast but the nightly entertainment was so enjoyable. Layout of the property and the choice for dinning are excellent. Let’s not leave out the location if you don’t like to travel and stay on resort you’re right next to the best local shopping and dining offsite for walking distance. We booked excursions via concierge service. Regardless of brand I’m sure the service is same.

I wasnt happy when I arrived there and initially left a bad review but they worked really hard to make our stay better. Thanks to the managers kevin and especially Jose. Jose personally went above and beyond to insure we enjoyed our stay.

I stayed at this property from June 20–24 with three friends across three rooms, and unfortunately, our experience was filled with repeated disappointments from start to finish. To begin, I originally booked the hotel under the impression it was a Hilton. Just one week before arrival, I discovered (via an email that landed in my junk folder) that the hotel had rebranded to a Hyatt. No direct outreach from the hotel staff, including my assigned e-concierge, was made to inform me of this significant change. I spent over 20 minutes in a panic trying to find my reservation, only to find out online that the branding had changed. This is not how I expected my first Hyatt experience to begin. Three weeks before arrival, I had emailed requesting that our three rooms be on the same floor and next to each other, and that a birthday amenity be placed in the room with two guests. Upon arrival, I was told I’d have to pay $160 to be close to my friends—something that could’ve easily been clarified in advance. It felt like a money grab, especially since I had communicated our needs well in advance. Despite letting both the e-concierge and front desk know we were celebrating a birthday (even visible on my partner’s passport), no thoughtful gesture or complimentary upgrade was offered—only a charge. The issues didn’t stop there: One of our group’s keycards didn’t work and she had to wait for a bellman to retrieve a new one—extremely frustrating after a long travel day. The birthday amenity was delivered to the wrong room, completely ruining the surprise. Though a new one was sent, the moment was lost. During a poolside event, a staff member named Emilio spoke to me rudely, telling me I couldn’t sit on a tanning chair near a cabana. Instead of offering rental info or guidance, I was scolded in a very unprofessional tone. The daytime F&B concierge was dismissive and unhelpful when we tried to adjust a reservation. Oddly enough, when we walked to the restaurant ourselves, they were able to accommodate us without issue. My friend got locked inside her shower—naked—and had to wait for staff to get her out. While the front desk acknowledged this and promised to send an amenity, nothing ever came. On our last day, we spotted a roach in one of our rooms. We weren’t able to snap a photo before it ran off, but it was disturbing, nonetheless. Lastly, the room jacuzzis didn’t work, adding yet another layer of frustration. We spent over $3,000 on what was meant to be a relaxing and celebratory trip, but the lack of communication, poor service, and cascading issues made it anything but enjoyable. While I always try to highlight the positive, this stay left very little room for praise. I reached out privately to give the property a chance to address these concerns before sharing publicly, but the only response I received was a generic offer to extend a “free upgrade” for a future stay—something I do not accept as sufficient. I cannot recommend this hotel and will be choosing other brands for future travel.