TripAdvisor Traveler Rating

I exchanged my PREMIUM timeshare for this supposedly premium resort. Exchanging is why I bought into the timeshare system. I have exchanged many times and this was a nightmare. We were dropped off at the front of the resort. Our baggage was immediately taken and we were given two vouchers for those. Bags went off somewhere. I said that I needed to check in. A golf cart arrived and we were told to get in so we did. We were taken to the Diamond Lounge - - a small room with a few tables, a small buffet a bar and bathroom. I went to the bathroom and the toilet seat was broken. Oh well, I thought, this is not my room here. I then went to the table where they seated us and ordered a glass of champagne. That was delivered. I then looked at the buffet table and picked up cheese and crackers. A very rude woman came over and said loudly, YOU DON'T BELONG HERE!" I said, that I was brought to this location and all I want is to check in. She then went off and go someone else. This person said that I needed to go through their spiel because I was not a member there. I explained to them that I exchanged my timeshare for theirs and I did not have to go through their spiel. They then said, you cannot stay here. I said, take me to the front desk. Golf cart again I went to what looked like a check-in counter. There I was met by (I didn't know at the time) a fellow by the name of Diego that said, "Don't worry! I'll take care of you!" I said, all I want to do is check in. He go someone at this check-in place to give me my room. Again, a golf cart was ordered and we TRIED to find our luggage! The vouchers that were given to us did not match any of their luggage because the person that took our luggage did not put any tags on them. We finally found them! We get to our building and we are on the second floor. The entrance to this building is dirty and unkempt. The cart guy carried our luggage up the stairs. We get into our room.... TOTALLY UNACCEPTABLE. The Best Western where we left the car in Richmond, VA looked better! Remember, this is supposedly a premium resort. The wall were stucco and large pieces missing. I was to be put into a Junior Suite with two queen beds. This had one king size bed. We opened the drapes and our room overlooked a trashy alley and a maintenance building. Now I am getting very upset. The cart guy took me back to "check-in" while my friend stayed with the luggage. The check-in guy asked me who I was working with. Now, I am suspicious of who this Diego is and what is in store. I said Diego and the check-in guy called him. I was then moved into another building where the view overlooked their lazy river and had two queen beds.... very acceptable but still not what I am used to with my home resorts. Diego makes our first night restaurant reservations. I asked for him to make them for everyday so that we could plan around the times each day. He said he couldn't but he assured me that he would take care of me. Next day, I texted to ask time/place for our dinner reservation. He responded with both. The following day.... no response so I found someone that would make a reservation but when they found out that I hadn't gone through the spiel he said that he couldn't make the reservation but Diego could. This is where I found out that Diego was one of the Diamond salesmen! I was persistent and went to someone that I guess that did not know what they were supposed to do and they made me a reservation for the next two nights. The area is pretty with many pools, lots of seating around the pools and the beach. The drinks are typical of an all-inclusive resort - - weak. The service staff doesn't seem to enjoy what they are doing. They begrudgingly serve with an attitude. Speaking of all-inclusive.... on the resort's website it says that if you don't pay your all-inclusive fee fifteen days in advance then they have the option of cancelling your reservation. It also says that the price per day can change without letting you know. My all-inclusive went fro $149 - $169 per day. This is way too much for this resort. Why.... Restaurants - Zen - Japanese style serving - - chop, chop, chop with a show - FOOD inedible. My friend and I sat with a family of six and they left before the entertainer was done serving the meats/vegetables. The meats could not be cut with a knife. Rio - Brazilian steak house - FOOD - inedible. Again, the meat was so tough one could not cut nor eat it. Marche - no reservations needed and open for breakfast and dinner. Breakfasts were your typical many stations with anything you wanted. I don't like buffets but this one was very good for breakfast. Fresh eggs any way you wanted them, Spanish breakfasts, English breakfasts, pastry station, fruit station, etc. We did not eat dinner here. Each night was a theme such as Italian, Mediterranean, etc. Grazie - Italian - Only fettuccini & spaghetti were served and only a meat sauce (bolognese or alfredo). I ordered the fish which was supposed to be Mahi Mahi with a caper sauce. The fish was more like swordfish - - steak consistency. The fish had large bones and was very dry. It was served with stewed tomatoes and large capers just on the top but not enough sauce to make the fish less dry. We asked for a side of pasta but the only thing they can do is give you another meal with that pasta so a large platter comes out. The tiramisu was very good even though it was not what one is used to seeing. Oceanside - This restaurant is a buffet for lunch and al a carte for dinner. Dinner here was outstanding! The very first dinner that we have had that was actually good. I had the raw tuna and avocado appetizer. Both the tuna and avocado were cut into small cutes and served over lettuce. It was fresh and delicious. For dinner I ordered mahi-mahi again... yes, I was willing to give it another try. It was light, flaky and delicious. Beach - - This is a small gathering of people on the beach. I presume it is for Diamond members only but for some reason, we were booked. The setting is lovely overlooking the sea with white tablecloths, flowers and a buffet of fresh fruit, vegetables, etc. I stayed away from all the meats except the grilled shrimp skewer. This was a delicious meal and the ambiance was just what you want at a beach resort. Why a 2 rating - - The day 1 experience; Food was poor overall - - either very good or bad and no in-between; The walk from the room to the restaurants, shops and customer service was very long. My friend had a problem with walking it. If you have any issues at all with walking a lot, this resort is not for you. Activities each day were only on their app so if you could not get a good reception then one did not know about them. Entertainment was at 9:00 at night and I am an early riser and an early to bed person so I did not experience them.

Started great and was great, till a situation at the end. No help from anyone including guest services/manager. Checked out but had 3 hrs to stay at resort till picked up. Armbands cut of as they do. When i asked for a slip of paper so we cn stay on resort till pick up time, they said no as i owed 10.00 us money. Showed me the bill, i know it was not our, 2 seniors who ate together and never had a red bull. Bill said 1 guest at a resaurant bought it. Someone must have charged it to our room. After one hour trying to explain to all i was sen to, i just paid the bill so we could stay on the resort and get on the bus. This is just and fyi and glad it was not a huge amount. Other than that, beach chairs best i have ever seen, most staff great. Beach perfect. Food great

Gary, mateo, and Omar was the best Infiniti pool bartenders ever. Greatest people ever. I would recommend this place and the people are just excellent. Make sure to come here.

We had the private cabana experience for 2 days out of our 7 - and would highly recommend. I’m not sure what else to say. Amazing.

My husband and I went with some friends to celebrate our anniversaries and it was the perfect trip!! Great weather, yummy food and amazing butler service from our butlers David & Anthony!! Absolutely recommend it!!