Vakantie en citytrip naar Sabana Basora

First I'd like to say I never write reviews. I also never complain about staff but this was so frustrating I had to. Our first impression of the resort was positive until we got into our room. The dressers were damaged, we found stains on the bed, we were given a room with zero views, and the pools close at 8pm. We were too tired and it was our honeymoon so we went to bed instead of complaining to the staff at the end of the night. This is basically a apartment at a retirement facility. Which is fine if that's how they market it. The next day we stayed at another hotel which was amazing. When we went back to get all our stuff the entire apartment room smelled of fresh paint........... We then contacted Expedia which is by chat only, how crazy is that. The chat kept dropping they kept asking for information which made me which to email which caused the chat to end...just horrible customer service. The customer service people never took the time to read or even look to see what had happened previously. Expedia customer service told us to wait before we turn in our wristband which Divi Golf used against us to not refund us until the waistband was turned in. We left Divi Golf and stayed at other resorts and ended up only getting refunded 1600 of the 3800 originally charged. Just a horrible experience. The manager at Divi Golf didn't even ask what the problem was or if there was anything they could do.... in the end we ate 2 meals and stayed 1 night for 2200.... what a ripoff

A very special shout-out to Shon at the front desk! We had a complicated and very stressful issue with our reservation that was not caused by the hotel. Shon was absolutely wonderful throughout the entire situation. He remained calm, patient and genuinely kind while I tried to find a solution. At one point I became emotional because I felt completely stuck and the amount of money involved was significant. Shon didn’t dismiss the situation or simply tell me there was nothing he could do. He listened, showed genuine empathy and kept trying to help. He told me he couldn’t promise anything, but went back to speak with his supervisor one more time to see if there was anything they could do for us. He eventually came back with a solution that made a huge difference. What impressed both me and my friend most was how human and understanding he was. He made me feel heard and treated me with kindness and respect during a very stressful moment. This is exactly the kind of person you want at the front desk of a hotel. Great hospitality isn’t only about beautiful rooms and good service when everything goes smoothly.. it’s about how you treat your guests when something goes wrong. Shon absolutely understood that. Secrets Baby Beach, please make sure Shon gets the recognition he deserves. He is an absolute asset to your team. ❤️