Please note that this review will be all over the place, cause as I think of it I am going to write it Okay - First off we made our own fun as usual, my family of four went me, dad, sister and brother for mom's day long weekend to celebrate her life. We have been going for the last three years and we decided this year to go somewhere else. I found this place on line and I thought "WOW", read the reviews, and was so excited to go to a resort without children to relax and have fun. Let's get straight to the FACTS: We get to the hotel, get checked in which was awkward as they told us they were going to change our rooms the next day (the first room we had was much better than the 2nd room), we are still not sure why we had to switch. The room was pretty, spacious, unfortunately both beds were horrendously lumpy as were the pillows, we did not get hardly any sleep, and our backs were so bad when we got up. We felt because we did not have a ocean or pool view (literally looking out at the public parking lot in both rooms) the hot tub seats in both rooms faced the balcony not the TV, so the pictures you are seeing on their website are from ocean or pool view suites. My suggestion to the hotel would be for the rooms where the balcony is facing the public parking lot or the lobby is have the seats in the hot tub facing the TV.
The Bellboy moved our luggage the next day to the new room, good thing we happen to come check out the room to make sure our luggage made it safely and it did, but lo and behold the maid was just starting to clean the room from the last people, she almost made the bed with the used (eco) sheets thinking the former vacationers were staying, for a good half hour we kept trying to tell her that we need clean sheets as this is our new room, we had about three-four cleaning people trying to understand us. I just feel at a five star hotel all employees should know the basics of every language that frequents this resort, cause that was not the only time that happened, i.e. a waitress in the lobby could not tell us where the restroom was, "bathroom?", "ladies room", etc. I found it myself . . . I know it's "Bano", I should have known that, but good thing my sister was there cause she didn't not know either, so it made me feel better ; )
The pools were very small and cold and very disappointing the pictures shown in the website are not the pictures of the actual pools (probably from a different Real property), the pictures were very misleading as this is the area we mostly hang out at the most so we really were hoping for that infinity pool (no infinity pool). Service at the bars were good, but the waiters were not very good unless you were in the "special crowd" you know the ones who have money to spend, spend and spend. Don't get me wrong we are awesome tippers; we come from a family of customer service experience. The day before we left we sat at the pool as usual and I had spilled a Mojito and the limes and mint were all over the ground, I rinsed it off, but the limes and mint were still in the same spot the next day, making us assume they did not clean the area the day/night before or morning of.
Weddings every day, even two on some days . . . right in the middle of where everyone walks around in their bathing suits, felt weird going thru, but there was no other way.
There was one walkway that was so small (if you are really heavy, you would have a hard time getting through and I am not kidding) unfortunately that is the only way to this area. Unless you were told or your room was on that side of the resort (ocean view) you miss a whole section of the resort, which included a really small (quiet) pool, cafe and restaurant (which had good food).The restaurants that we went to were good but the service was awful especially the Pelicano. Because you don't make any meal reservations there was always a long wait to get a table. All bars were good, service at the bar, not when sitting down and giving order to waitress, especially ones that don't speak English. Pro - All top shelf liquor, BUT you had to ask for it as it was always hidden.
Pro sort of - 5 minutes to downtown, three drinks and bottled water cost $34.00 US; how much do you shop? . . .
Beach was VERY stinky and rocky and not fun to go in, but we did because it was warmer than the pool, the weather was great, but it was very windy. We didn't walk the beach like normal as it was too crowded with the public.
I truly believe we did not get the five star service that we paid for and think one of the main (not only) reason has much to do with us continuously bypassing the area where you book tours, excursions, timeshares (even tho they don't call it that) and being the experienced travelers we are we knew what we wanted to do before we got there, NOTHING!
The shows were disgusting, every night it was about some little girl getting raped or sacrificed and they were dirty (I mean literally filthy) and appalling.
My family and I work very hard like most people who go on vacation, we like to be treated like royalty (especially after the money we spend), that is why we choose an all-inclusive. I truly think the honeymooners, the wedding parties and the ocean or pool view suites receive the treatment that should be required to all guests and feel this way because we spoke to many of them and they were telling us all this wonderful stuff they were experiencing there and we were a little confused thinking they may not be staying at the same hotel as we were, but they were.
I personally have been to Mexico (my favorite place to go) at least if not more than 15 times, every trip at an all-inclusive and this by far was the WORST experience that I have had in all those years. This is the first one that I did not learn any names of the employees/entertainers which is one of my favorite things to do. We were never asked to participate in any pool games or not one employee really tried to engage us., We are definitely not a shy family, I believe we very friendly. We did meet two families that we fell in love with and will be keeping in contact with, the one couple thought it was alright and the family felt the same as we did.
I agree with zgirlla, this place is unprofessional, rude and unaccommodating. I can't stress enough over how disappointed we all were.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC