TripAdvisor Traveler Rating

I wanted to take a minute to say how much we have appreciated Jose’s service this week. He was our server a few times at the Tex Mex restaurant and one afternoon at the bar. He pairs such attention to detail, anticipated what we needed and was always smiling and checking in on us. He is excellent at his job and was one of the highlights of our stay! Thanks Jose!

We loved dinner at steak house restaurant with our waiter Carlos. He made us feel so special and the food was the best on the resort

The service in the star pool was amazing especially by Yeraly. Always helping us and taking care of us non stop. Very helpful. Overall was a great experience

Overall our stay was just okay. Some good moments and some very low lows. We were a group of four couples staying at our second resort. Pros - There were some great individuals working there. First, being Star Class we had an agent, Daniel who was great. He took care of of everything for us day one. He would often been seen around the resort checking on us. Next, Jonathan at the pool was amazing. He learned our names quickly and went out of his way to say speak to us. He learned what each of us liked to drink and made suggestions about what we should try. He was genuine in his interest in wanting to know us. Carlos the sommelier was very helpful. His goal was to upsell and he did just that but in a reasonable manner. We appreciate his suggestions and assistance. Spa attendants Michelle and Luis provided consistently great service. They were helpful and accommodating! Jessica and Odelila were great and I wish I would have gotten one more massage before leaving. Hydrotherapy was so relaxing and a great way to start the day. Most servers at the restaurants were great. Daniel at Tex Mex was our favorite. Excellent service and recommendations. He moved quickly with the rest of the team and was patient with our groups. The entertainment team at the pool were a pretty fun bunch. Cons- Not necessarily PH’s fault but the website said prepay and I assumed the money had come out already but after further review it hadn’t. That caused unnecessary confusion on my part and one other couple. The rooms are all on steep hills. If you have any physical challenges you’ll have to wait for a shuttle. They can pretty frequently. It’s easier to walk down than walk up. The rooms are da bit dated and not as polished as the pictures. The mini bar was filled inconsistently. Sometimes we got M&Ms and popcorn other times only plantain chips. Housekeeping was good in our room HOWEVER, one couple had money stolen out of their room. Someone rifled through their bags and took a couple of hundred dollars they had set aside for tips. Another couple had lizards in their room due to a screen missing in their shower. They also had a foul smell by their building. Lastly, by our room there weren’t a lot of lights. It was difficult to get in our room without using the light from a cell phone. My group made the stay work for us as we didn’t let it rain on our parade. I’m disappointed as I often stay with Marriott and Royalton properties. This was by far the worst experience I’ve had. I would only recommend it for families looking for a n easy getaway.

I've never written a review before, but don't waste your money at PH. The food is terrible, the hotel is very isolated, and if you want to go out, don't leave less than $240 for a shuttle bus, because they don't offer any other option. Really bad place.