"would advise caution before booking this resort. Although the property looks attractive and initially creates a positive impression, our overall experience was disappointing.
The main issues concerned hygiene, food quality, maintenance, and customer service. The buffet restaurant often lacked cleanliness, with dirty plates, animals roaming around the dining area, and food that was frequently served at incorrect temperatures or appeared stale. This was well below the standard we expected from a resort of this category.
Our room also had several problems, including an unpleasant odor, poorly functioning air conditioning, and a broken bathtub drain. Despite reporting the drain issue multiple times and receiving repeated assurances that it would be fixed, no repairs were ever carried out, nor were we offered an alternative room.
Service throughout the resort was inconsistent. Many staff members appeared unfriendly and unhelpful, particularly toward guests who did not speak Spanish. Our Customer Experience Specialist, Carlos Enrique, was intended to assist with guest concerns, but several issues were not properly followed up on, and responses to messages were often delayed, making it difficult to resolve problems during our stay."
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