TripAdvisor Traveler Rating

Everyone at the hotel was so nice and welcoming. I cannot wait to comeback again. The workers are the nicest people you will ever meet they are the best at hospitality and special shoutout to alexei for being the absolute best and nicest worker I 100% would come back again just because of the welcoming environment

On our family vacation Alexei was very helpful in assisting my family with their day to day needs as well as just making sure we had an amazing entertainment experience on the resort. He has a wonderful customer service personality, and every time he would see us out and about he would check in to see how we were doing. A 5 star employee for a 5 star place!!

So I thought I would write this review while we are still here. Let me start of by saying that this is not a five star property. With that being said, I want to give the biggest shout out to Fatima. She is the only person here that has tried to make our stay enjoyable, she is absolutely amazing and truly understands what families need while traveling. This review is from a single parent traveling with a kid, so splitting up for us (to get food etc) is not an option. My biggest problem was that outside of Fatima, the service is practically nonexistent. The property is huge and you do a lot of walking, bring comfortable shoes. We averaged out between 20,000 - 25,000 steps a day. The golf cart situation is crazy and at some point you give up because unless you are in the lobby, they don’t stop (they are full by the time they get to our stop). There are no pointers for direction and nobody stops to help and point you in the right direction. So we spent the first few days wondering around. The app is not accurate with which restaurants are open or closed. The food is good when it’s good. My biggest problem is that you have to walk to get food, which sometimes is not as easy when traveling alone with a kid. If you want food between 4:30-6 pm, your option is about 15-20 min walk, and with kids you just can’t control when they get hungry. By this point the pizza is closed and the beach cafe stops making fries etc and can only offer chips and queso. They do a pool side special, which is only out for about an hour. The buffet the other night refused to make him a cheese pizza, as they were only making specialty pizza, when I asked if he can get some cereal, response was that it’s only available for breakfast. He literally only had French fries for dinner from the burger place. Both burger place and taco places are really good. We only tried the Italian restaurant, which was good, as reservations are hard to get and at a certain point I just didn’t want to deal with it. The buffet is just okay, the sushi is amazing and that has been my go to meal for dinner. Drinks are blah and you can tell the alcohol that is used is not the best. The rooms are dated where we stayed, building 54, I had to call 3 times to get the AC temp lowered and the room is still musty. You don’t get any other amenities besides shampoo, lotion, shower gel, hand soap and lotion. All feel very diluted, and this is the first resort that I felt like I should have brought my own shampoo to. Our shower gel container broke on day one and has not been fixed. Servicing of the rooms is very bare. They do clean up, but there is nothing fancy going on. I would bring fabreze, as to me the pillows smell. No snacks available, you would have to upgrade. Do not worry about the chairs, staff does an amazing job in making sure you get a chair, just ask a pool concierge and they will take care of it. We booked the swimming with the dolphins through the tour by the pool and it was the highlight of the trip. Totally worth it! Here is my biggest problem: nobody cares. I got a pretty deep cut at the pool by where the kids party is when I was bringing my son to that. I told a staff member, as I was bleeding insanely, and as I left the trail of blood behind me, he gave me 1 bandaid and said that is all he can give me. That was it. There was no care taken in checking the pool, no follow up, nothing. All I was told is that if I need more bandaids they are available for purchase at the pharmacy. We were at Secrets a few months back, and when we had a similar issue, the lifeguard was checking on us 3 times a day and changing the wound dressing, including coming up to the room to do it after we came back from dinner. The response here just floored me. Overall, would I come back here? Not for the money I spent and all the extras they want you to pay for.

We visited as a family of 10 with 4 room reservations, 3 doubles and a king. Upon check in, everyone was assigned a king room and when we showed our confirmation indicating that doubles were booked we were told that the hotel was full and there was nothing that could be done aside from bringing a twin bed roller to the rooms. The staff suggested that my travel agent messed up the reservation despite me showing my confirmation. The staff members were also rude to us when we requested the rooms we booked. They showed me their reservation screen to tell me that my travel agent should have included in the notes that we need two double beds despite the reservation saying "DOUBLE" . The screen they showed me listed personal information of all the guests of the hotel which is a violation of their privacy. My travel agent called the hotel all week and the hotel claimed they offered my family to move to new rooms when they did not. The only comment that was made was to my sister who was asked if she liked her upgrade. She responded by saying she didn't even get the room she booked, neverminded an upgrade. Because we traveled as a group of 10, we called one week prior to arrival to see if we could make dinner reservations because we knew it would be difficult to accommodate the night we arrived. We were told by the hotel that it wouldn't be an issue when we arrived and they do not accept requests in advance. Guess what, it was an issue. I was told by several concierge that no reservations were available all week but miraculously they opened up when i spoke to the hotel manager after wasting an unnecessary amount of time trying with the concierge. The property is very dated and trying to get a chair at the pool will make you feel like you are in the hunger games. If you travel here plan to wake up at 6:30 am to get a seat at the pool and bring personal items to put on top of your towels because people will discard your towels and take your seats. We saw several arguments over this. There's no free nightly entertainment aside from a fire show on the beach which will infest your lungs with diesel fuel. You have to pay for the show at the main theatre or waste your time on a timeshare tour in order to get seats. Positives - The kids loved the water slides and wave pool. The fitness center is the most modern part of the property. The service and experience at the steakhouse was spectacular. I'm sure the hotel management will respond with some generic customer service response but please don't believe it is genuine. We did speak in person on several occasions and they did nothing to help with the rooms aside from secure dinner reservations which was also an argument when it shouldn't have been.

!!!!! Pepe made all our activities great and fun for whole family!! Will return!!!!!!!! Drinks and food at all locations were delicious. Super clean beaches. Very safe and easy to do excitations. Taxi made it comfortable to be with. We will return.