TripAdvisor Traveler Rating

We had an extremely negative experience at this hotel while traveling with a baby. During our baby’s first year, we traveled to five different countries and stayed at multiple hotels, and this was by far the least accommodating and least understanding place we have encountered. The problems started the moment we arrived. After an overnight flight with a baby, we were immediately approached by a salesperson who kept us sitting in the lobby for almost an hour, trying to sell hotel services. We were exhausted and clearly not in a position to listen, yet there was no consideration for our situation, only pressure to sit through the presentation. Before booking, we specifically called the hotel to explain that we would be traveling with frozen breast milk and would need both a fridge and a freezer. We were assured this would not be a problem. Upon arrival, we reminded the staff immediately, but no one made any real effort to help. The only suggestion was to use ice from the ice machine. The refrigerator in the room was also not functioning properly and stayed at room temperature. Guest services was unhelpful, even when we escalated to senior management. I asked them to freeze our ice packs at least, but when they were returned, they were barely cold and clearly not frozen. As a result, I had to throw away two liters of breast milk. After losing the breast milk, we asked for a kettle so we could prepare formula. The hotel did not provide one and offered no alternative solution. I had to go out and buy one myself. The room door was extremely squeaky. During the baby’s naps, we had to leave and re-enter through the back door and climb through bushes just to avoid waking him. Maintenance came but was unable to fix the issue. The bathroom faucet was very difficult to use. Either it would not turn on at all, or it would suddenly release a strong stream of water. Maintenance came again and did nothing. The sound insulation in the rooms is very poor. Any door opening or closing in the building is clearly audible, and even quiet conversations outside the room wake you up. It was nearly impossible for the baby, or us, to sleep properly. On the day we arrived, there was hair on the floor from previous guests and stained bedding, which raised serious concerns about cleanliness. Housekeeping did not clean the room daily unless we called and requested it, and even then, it took about two hours for someone to arrive. The food was extremely salty across multiple meals. The drinks were poorly made. I tried a piña colada at two different bars, and both tasted unpleasant, almost like soap. The cocktails appear to be made with very low-quality alcohol and were difficult to drink. We also tried the reservation-only restaurants. The steakhouse could not properly prepare ribs, which were so tough they could not be cut. The Japanese restaurant served dishes that were overwhelmingly salty, and the fried ice cream tasted old and had a shell that was impossible to break through. You are also limited to only three restaurant reservations per stay, and despite the restaurants often being half empty, they refused additional reservations. The local animals during the day were fine and not aggressive. However, after dark, raccoons come out around the property, which felt unsettling, especially while traveling with a baby. Overall, this hotel showed very little concern for guest comfort, safety, or basic hospitality, especially for families traveling with infants.

We were a family of 30. this is a great family resort. launch to do this resort is fairly small compared to others. We have been to which keeps family closer. Not much walkout.g needed. A big thank you out to Angello at Customer service. He assisted with many of us for our phone apps, internet, booking our individual at a cards.

We stayed in room 436, and unfortunately the experience was far from what we expected. When we arrived, the very first thing we saw was feces left in the toilet (photo attached). It is hard to believe a room marked as “cleaned” could be delivered in that condition. The shower was clogged and the shower head was leaking, sending water everywhere. On the food side, there are basically only two buffets right next to each other, which is quite disappointing for a resort of this level — but we “signed” for that, so we accepted it. The animation team is excellent and really the main positive point of the stay. We were also very disappointed by the Japanese restaurant Ayami. In other resorts, this type of restaurant usually offers a lively show and interaction for families. Here, there was no show, no animation, no atmosphere, and it honestly felt like a training service. The kids were really looking forward to it and came out disappointed. Where the resort completely failed is customer service. We asked for only one single favor: access to the Bloved restaurant so we could vary the food a little. No room change, no upgrade — just this gesture. Instead, we were told we had to pay 360 USD for it. A few days later, we checked online and discovered that the full Privileged package costs only about 100 USD more for the entire week when booking directly. So guests booking online pay far less than what existing guests already onsite are asked to pay for the same thing. If you still choose this hotel, at least book the Privileged package from the beginning, especially for food options, otherwise you will likely be disappointed. Cleanliness issues, maintenance problems, a very poor customer service experience. Animation team: great. Everything else: well below expectations.

This is a great family resort. We were 30 people travelling together from different locations. I would like to point out Angello at customer service as he was awesome. I would definitely return.

Paid for a privileged premium room. Was put in a standard room. Front desk told me the resort was busy and nothing they could do. Food selection and quality is low. Resort itself is old and run down and not worth the cost. Better resorts for equal cost. You will regret booking here