Ok, they have to work on checking into the hotel! We arrived at the hotel and were whisked into the Reception area (Hotel Lobby) no attempt to get us a drink or anything - no welcome and no reception at all! Then they tried to rush through check-in. If you read the online blab at Delta Luxury Vacations (which is how we booked) you get the idea that you are in for a VIP experience. Yes, we flew First Class and we had a ride to the hotel in a Luxury Private Car (no signage by our driver at airport, just had to stumble our way to the Delta desk) and then after arriving the hotel things got really rough. We were whisked into the lobby and rushed through check in. I booked the Jr. Deluxe Suite online based on the pictures of the rooms that were shown. When I asked which picture (yes, I printed copies of the online pix) did our room look like, the desk reception guy says "Neither one - these are upgrades". So we ask him to explain all the upgrades, which he attempts to do in a few sentences, told us about "Vouchers" we will get with the Jr. Deluxe Suite, but not with the upgrades and blah, blah, blah. Totally confusing - and the Vouchers aren't worth the paper they are printed on - plus the girl at the "Voucher" desk is surly! Long story short - we go to our assigned room and it's a dump. The bed is broken and rocks back and forth when sat upon (didn't even lay on it), no Beer in fridge as promised (don't even care about the beer, but if it's is advertised as such - then it's expected!) There was no "fresh fruit plate upon arrival" as promised and the bathroom was dirty. Called the desk to complained and spent the next few hours looking at a variety of rooms. Mostly dumps. We ended up paying extra dollars for the "Reserve" room and it was worth it! Ada at the Reserve Concierge desk in building 39 was so very nice! Our room there was spotless (thanks to the hotel crew) with a big jetted tub and a comfortable clean bed. Beautiful Orchid in the living room and Gorgeous Bird of Paradise blossom in the double-sink bathroom. Loved it! Other great points: Maiker Ramirez (Mikey, Mikey in the house) at the Reserve Beach was amazing! Such a great personality and always attentive to us. Juan Carlos at Reserve reception helped get us back to the airport in a beautiful ride. The grounds crew is amazing. The meticulously maintained grounds sat this place are straight out of a tropical dream! SOOOO...please be advised: don't even think about the Jr. Deluxe Suite! The rooms are dumpy and dark and old. Go with the Reserve Room (or go for the gusto and get the "Royal" room) at the very least and enjoy your stay at this Tropical Paradise! P.S. The food at Vento is the best! I give it 5-stars!
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