TripAdvisor Traveler Rating

We stayed 10 days and it was great but let me list the pros and cons. At first they had us on the left side of the resort, I believe 2411 and I awoke 2 nights to the neighboring resort’s garbage truck at midnight for over an hour. It was very loud, and I took a video and showed management as I think they should complain, and thankfully moved us to the other side the next day. Also the other neg was the food was often warm at best, but was tasty. Now for the pros, the staff and the cleanliness, one of the cleanest we have been to. Carmen from the buffet was a sweetie, Raphael and Oscar amazing bartenders, Payola from the activities was a sweetie and Elerandor from the dining was great, and really do many others. Never went hungry, never had to stand in line or wait too long for anything, and always found a lounge chair. The adult pool was great for whale watching, and La Comer just up the hill for all your needs. Also found a $40US massage a block up the road which was great. We would go back, as the staff are special, and great place if you just want to relax!

Staff was great. Paula in entertainment is the best. Location of resort is good and clean. A la carte booking was a problem. Cappuccino was good but broken after 2 days so missed that.

Starting upon arrival - TUI reservation was not present. Called on own expense to verify booking. Front desk clerk did not want to cooperate. Poor service throughout stay: restaurant reservation app not working, sent back and forth by staff between restaurant and front desk; again front desk didn't want to make a call. Asked for GM to response on second day of stay - did not get in touch with us throughout the stay, although been informed by his staff multiple times. No recognition of birthday. Bar staff asked for tip before serving. Witnessed steeling (forgotten mobile phone on other table where people already left) restaurant employee and reported to restaurant manager. Felt unsafe during the rest of the stay. Poor food quality in one of the restaurants. Was lectured by restaurant manager upon arriving 10 min past the reserved time, that they can't serve anymore (new years eve (!) with set menu and a full restaurant ongoing been served); then was shown table and asked to seat anyway (?), but felt really mistreated and therefore went to buffet restaurant. Witnessed other guest of group who consumed drugs and was freaking out by the pool area - hotel staff did look after, but never called emergency service. How can they leave somebody by themselves for hours at night (around 10pm) by the pool /beach? Again, felt really unsafe after that. What, if somebody has a serious health condition - does the staff look and leaves the guest alone also? Upon check out I asked the same front desk clerk again for GM (who promised that GM would get back to me the first time (5 days earlier) and also questioned him why he did not try to reach me like he said - his answer was that he couldn't find me. And it didn't come to his mind, that he could've left a message in the room or something?!? Finally GM showed and we told him every detail. He was listening and also excused the poor service, however nothing else happened. We ware back 48 hrs. and still no written statement or follow up on all the details we reported.

Room was clean. Renovated recently Ac was excellent Buffet was decent but their hot items were always old. Veg and fruit are super fresh and omelette station is excellent Staff are very genuine, very nice The entertainment staff are fantastic Pool was clean, price was decent as we just used Wyndham points. Smaller location but we absolutely loved it. Huge beach but no swimming.

My wife and I had a very good time and Mr Fortino is very nice and friendly and always ready to help, Highly recommended hotel grand Decameron