From arrival, we felt unwelcome. Staff could not find our reservation, and the front desk was cold and uninviting. Dinner reservations were made for us without input and could not be changed. Our experience with Fabiola Florez was especially disappointing. Her tone and demeanor felt dismissive and unprofessional, setting a negative tone for our stay.
The food was the worst part of the resort. Buffets were cold, watery, and low quality with very few edible options. Food throughout the resort tasted the same and was consistently poor. Room service was also disappointing, including cold pasta with unmelted cheese and underwhelming desserts. Only Pepsi products were offered throughout the entire resort.
Our first room felt dirty, outdated, and cramped. The sink would not drain. The drain had rust or dirt all in it. Very gross! Several electrical outlets were burned and did not work, with visible black scorch marks that appeared to be from some type of fire. There were no working outlets near the bed, making it difficult to charge devices. My husband, who has back issues, could not plug in his heating pad where needed. The hallways were dark and often wet.
After the first night, we requested a room change and had to pack up ourselves after a full day at the beach, with no assistance or luggage cart. The process was frustrating, and the phone in our new room never worked despite reporting it multiple times.
Communication was difficult, as many staff members do not speak English well, and the TV had little to no English programming or captions. We repeatedly asked about water activities, but no one could provide clear information on snorkeling, boat trips, or jet skis. Many activities advertised in photos (slides, go-karts, bowling) cost extra. We had to walk the beach to the pier to find out information on beach activities since the resort could give no information, and we were told water activities were canceled due to wind, yet we saw boats operating later that day. The ocean is very rocky, making the beach difficult to enjoy even with water shoes.
Pool and beach service was slow, and poolside food was another cold, poor quality buffet. Overall, poor cleanliness, bad food, misleading amenities, communication issues, and unhelpful staff made this one of the worst resort experiences. We would not return or recommend this resort. Also, beware there are a lot of fake reviews on here! I wouldn't trust all these positive reviews on the food unless they aren't used to real food. read more
