ONE OF THE WORST HOTEL EXPERIENCES I HAVE EVER HAD — DO NOT WASTE YOUR MONEY!
If I could give this hotel ZERO stars, I would.
This was one of the worst travel experiences I have ever had, and the customer service was even worse. Absolutely NO customer service or understanding of hospitality!
I contacted the hotel before booking specifically to ask about the beach conditions. I was told the beach and water were clear and beautiful. I booked a Deluxe Oceanview room based on that information.
We arrived to a room overlooking a construction dumpster and a beach completely covered in seaweed. Yes, seaweed is natural. That is NOT the issue. The issue is that I specifically asked about the conditions BEFORE booking and was told something completely different. The smell was so awful we could barely sit outside.
Then came the activities department — and this was a complete mess and felt like a scam. Our reservation included a complimentary snorkeling experience. When we asked, we were simply told it was “not available.” No explanation. No alternative. We also wanted to go jet skiing. Instead of simply helping us arrange transportation to their sister property where the activity was available, we were told we would have to sit through an hour-long sales presentation. The hotel could have easily offered transportation and allowed us to use the sister property- especially since this location had no amenities (no kayaks, no paddleboards and a beach you couldnt swim in or enjoy). Instead, it felt like every any solution came with another opportunity to scam us or just sell something.
Then we booked and PAID for a ziplining excursion at the exact price their staff quoted and gave a receipt for almost $350USD. A few hours later, they called our room and said, "we made a mistake and charged you the wrong price.” Rather than honoring the price THEY gave us, which was not less than the website or finding a solution, they simply cancelled our excursion. No discussion.
I spoke with the manager on duty, who acknowledged that it wasn't handled correctly — and then did absolutely nothing about it or followed up with us once in the following days.
The “all-inclusive” experience was another huge disappointment and lie. We were told there were three restaurants, but only ONE was open during our four-day stay. So apparently “all-inclusive” means eating at the same restaurant for breakfast, lunch and dinner every day. The dinner (Italian) was so bad we left the resort and paid to eat in town every night.
Even getting a simple drink was ridiculous. I asked two different bar staff members for iced tea. Both told me they didn't have any. While I was standing there, another server walked out carrying two iced teas for another guest.
At that point, it was truly unbelievable this level of service was normal at a "luxury" resort.
This wasn't about one bad meal, some seaweed, or one employee making a mistake. It was a pattern of misleading information, unavailable or cancelled activities, poor service, lack of accountability, and absolutely no effort to take care of the customer.
I paid for a Deluxe Oceanview, all-inclusive experience and received a dumpster view, an unbearable-smelling beach, terrible food, limited dining, a complimentary snorkeling experience we were told we couldn't use, a paid excursion that was cancelled because of THEIR pricing mistake, contradictory information, and management that couldn't be bothered to actually resolve anything.
I left feeling like we had been completely misled and taken advantage of.
DO NOT BOOK THIS HOTEL BASED ON THE PICTURES OR WHAT THEY TELL YOU BEFORE YOU ARRIVE. Ask exactly what your room overlooks, which restaurants are actually open, what the beach REALLY looks like, and get every activity and included amenity confirmed in writing.
Spend your money where you actually feel like a valued guest.
