We stayed at this resort in July for a wedding, and our experience was horrible. We arrived at the…read morewedding party, and from the moment we checked in, there was no overview of the amenities. We were told to find everything on the app. They also tried to get us to attend a "breakfast" at their higher-end section of the resort, claiming it wasn't a timeshare meeting but merely a chance to show us around. However, when we declined the friendly attitude of the "guest service" rep changed.
Throughout the week, we noticed that the staff was not friendly; often, they wouldn't make eye contact or even speak to us. Often it would be something as simple as us asking politely for a coffee cup for breakfast and they would just walk away, grab a mug return with it sit it down, and then walk away with no words spoken.
The air conditioning in the hotel broke down for a day and a half, and they offered no solutions, displaying an attitude of indifference. We frequently missed housekeeping service, and on the day before we left, we spotted the housekeeper in our room after 5 PM. When we offered to leave and come back later, she tracked us down in the hallway and insinuated she was off the following day. She asked if we liked how she had been cleaning our room, which came across as her asking for a tip. My husband ended up tipping her, and then she walked away.
Our balcony was covered in bird poop so we were unable to sit out there and enjoy the view.
On our floor, there was a leak in the ceiling, and their solution was simply to place a bucket underneath it. Consequently, for the whole week, there was a bucket in the middle of the hallway.
Moreover, we often saw security personnel hiding on our floor. They frequently positioned themselves on window sills, watching TV since our floor wasn't busy and was closer to the end.
The hotel itself needs repairs and a thorough cleaning. It is advertised as a 5-star hotel, and I have no idea how that is even possible. Everything seemed old and outdated, especially the rooms and bathrooms, and the only set of elevators had holes and cracks throughout.
The food was just okay, with only buffet service available in the morning. Room service ends at 10 PM, and breakfast is not offered through room service.
The pool area is nice, but guests receive only one towel per person via a card. If you lose the card or if the towel gets taken, there is a $25 fee. The pool bar was average, but they often served certain people ahead of others. My husband would wait 10-15 minutes for a drink while watching others get served immediately.
Overall, I wouldn't recommend this place to anyone, and I definitely won't return. The old, outdated building and rude staff made our stay disappointing, and the fact that we couldn't wait to leave speaks volumes.