4/10 Fair
Jan 21, 2023
Property is stunning but service highly lacking
So much to say about this property but I’ll try to keep it brief. The property itself is stunning and beautiful but the service and customer service is very much lacking: there were several times where I asked for a drink and waited an hour and got nothing. The people at the front desk were the opposite of helpful. My reservation was supposed to come with a $250 resort credit (none given, they gave me some coupons that were unusable by a solo traveler) a free room upgrade, and a late check out. None of that was offered and they gave me a hard time with all of it and didn’t honor it even after I emailed them proof that it was what was listed on the reservation. After an hour discussion, they finally agreed to give me an upgrade for a couple nights but the room they offered was not any better than the one I had. While I have worked in hospitality and usually the customer is always right, I had the opposite of that experience here with most of the front desk staff. They also overcharged me at the end of the stay even though checkout took 30 min and despite emailing them, they told me I was wrong and didn’t offer any type of refund. The food was mostly mediocre but the Mexican Food was great! Other highlights include the parties and activities and rooms. Some of the wait staff were great, others were terrible. Overall, I’d consider paying a little more next time to go to one of the other all-inclusive resorts in the area with better service and more well-trained staff.
Verified traveler
4-night trip
Verified Hotels.com guest review
