TripAdvisor Traveler Rating

entertainment much better than at other resorts, pools great for kids and quieter areas for adults. Food is average, I wish there were healthier options

We went for a girls trip and had a great time! We had a room in the colonial and as per previous reviews there was a strong musty smell throughout the rooms and pillows. I have asthma so it was not good for me but we were able to upgrade to a room first thing in the morning in the family selection area for a very reasonable price and the room was gorgeous! It also gave us access to all 4 resorts on site as well as the spa and another buffet & restaurants it is definitely worth it!!! Juan & Cesar were our onsite butlers and they were fantastic, they were efficient, attentive and ensured our trip ran smoothly. They also had all of our a la carte meals booked the first day and ensured we had transportation whenever we needed it! The resort was very clean everywhere you went and they have an amazing selections at the buffets and a large number of a la carte restaurants to choose from as well as many beautiful pools (we pool hopped everyday :)) all with a different vibe as well so you can choose what ur in the mood for quiet, stunning vistas, family, adults only, more social with swim up bars and music etc add in the varying nightly shows and attractions (all of which were amazing! My favorite was the fire show at the white party) and you will never be bored. There is literally something for everyone! The wildlife was also fantastic from the flamingos that greet you every morning to the iguanas, birds etc I even got to see the monkey he ran right past me outside of my room which was one of the greatest moments of my life! Whether you’re looking for fun, romance or relaxation this is a great resort and I would definitely go back.

Everything about the resort is first class and attention to detail is wonderful. The rooms are great and the service throughout the resort is outstanding. On arrival I had some mobility issues and without any stress I was allocated a more suitable room that was adapted and this has made life much simpler and now we are able to relax and enjoy this wonderful place. All of the staff are attentive but I have to give a shout out to Yuritzi on the concierge desk, she is very understanding and speaks great English and truly organised our room change so it wasn’t stressful and made it easy for us. The concierge desk have been able to book us the restaurant’s of our choice and again nothing is too much trouble for them. Still here in resort and enjoying everything and relaxing in this peaceful oasis of fabulous flora and fauna. I can recommend to all age groups, families, friends, couple’s etc.

Dinner at Adelita was awesome. Juan provided great service. Try the bunuelos. Fantastic. All the other restaurants on site were also very memorable. Highly recommend to Go see Freddie at Churchhills. Fantastic service and drinks are even better. Thanks Freddie. Drinks of the day were great.

I’d like to start this out with I don’t write reviews but I believe there was enough unprofessionalism and not being truthful to justify the review On April 10, 2024 my girlfriend and I came back to our room (1745hrs), we had not been in the room since 1000hrs as we were at the pool. My girlfriend was getting ready at the sink when she began feeling water splash on her from above and looked up. There was water coming out of the seams in the ceiling. We immediately call the front desk and maintenance comes, as you will see in the photos ( there is a video but can’t upload it) there was a large amount of water and black mold found on the back of the ceiling tile. This shows to me the damage to the ceiling is not new as black mold doesn’t form over night (correct me if I’m wrong). It is obvious a pipe broke some time ago. We spoke to Carlos at the front desk who said he had to wait for the maintenance report before providing any options. We had previously purchased tickets for CHIC, which we were to attend at 1930hrs and were now less than an hour away from needing to be at. We explained we needed to change the CHIC tickets as we had no place to get ready at which time Carlos informed us we could not move CHIC and but he would provide us another room to get ready in. We were provided a new room one floor above in the same building to get ready and Carlos stated we could return to the front desk after the show and he would have an out come for us. At this point I felt the need to explain how black mold water splashing on my girlfriend was unacceptable and would like to speak to a manager. Carlos stated his manager was in a meeting. ( again this was roughly 1820hrs) After our show we returned to the front desk at 2230hrs. Carlos stated he needed to wait for another report from the concierge, who were now closed. This would be the second report he needed (1. Maintenance staff report 2. Concierge report). I then again asked if I could speak to the manager and he stated the manager had left but would be back in the morning. Carlos told us we could move into the new room for the night, but no help was provided in moving our belongings. The next morning (April 11, 2024) we returned to the front desk and spoke with Alexa who identified herself as the supervisor. I explained our situation and she stated there was nothing for reports on our file/ room. I then showed her the pictures/video I have attached and she asked for me to send the evidence to her in an email; which I did. Alexa then picked up the phone and spoke with a person maximum 2min; she came back and said she will offer us $100, this could be used at the spa (not for massages) or credit to the resort. Personally I don’t believe the totality of the situation was taken into consideration; black mold water splashing onto my girlfriend. I again asked Alexa if I could speak to the manager and she stated no they were not there. Alexa sent me a message in WhatsApp and stated she would have her manager contact me in WhatsApp once she finished her report. This would be the 3rd report that was to be completed on the incident. (Side note was at the show “Bravo” on the evening of April 11, 2024 and the ceiling started leaking an astronomical amount. The show was canceled within five minutes of us being there and the hostess informed us we would not be charged) It is now April 16th, 2024 and upon check out, the manger NEVER did reach out nor try to speak to me. When we did go to check out it was Carlos and Alexa at the front desk. Carlos stated we had to pay for our “CHIC show” and the “Bravo show”, we informed both of them that the show got canceled due to water pouring through the roof and all over have the restaurant. We got a blank stare from both as if “ who cares”. My girlfriend then informed them that the hostess informed us we would not be charged. Alexa snapped back with “who said you wouldn’t be charged”. I informed her it would make no sense to be charged for something that we did not receive, but that we were told we wouldn’t be charged. Carlos then went to the concierge and came back to inform they didn’t have our room number included with the Bravo incident. A concierge finally came over and after a brief conversation with a very agitated Alexa and disagreeing Carlos they decided to charge us $90USD instead of the $150USD for CHIC and Bravo tickets. The above two incidences shows the unprofessional front desk staff. The obvious untruthfulness about reports being created and managers not being available. Additionally once the incident was brought forward to someone who identifies themselves as a supervisor, they again don’t take the situation seriously and allow the opportunity to speak to a manager. I believe we were given the run around and just given soft answers/ $100 to stop the conversation and the staff did not want to deal with the severity of the situation. The Palladium Representatives also did not return conversations from our Travel Agent.