Here is our honest review....
Arrived at check-in early for the day at 11, we know check-in is later in the day so expected some wait. Was told to come back at 2 to get a room, at 2 we were told to come back at 3, at 3 we were told to come back later. We headed to the spa for a bit, where the folks were FABULOUS!. Silva and Anna in the Spa were awesome! At 5 we headed back again to the front desk, and finally got a room. We had asked to have bags delivered as soon as room was available, bags still sitting there. Was told our bags would be delivered soon and we headed to the room, tired from traveling since 4 am. No bags after 30 mins, finally go bags ourself. Guy sees my friend grabbing her bag and comes over and carries the other one while my friend carries her own upstairs and all. We asked about a room upgrade, was told none available that day, but come back tomorrow and we could upgrade for the last 2 nights. Go back tomorrow, and of course told sorry, come back tomorrow. Day 2 woke up to no hot water and had to take a cold shower. The maintenance guy did come and at least look at and fix.
Day 2 and 3 we reserved a Bali bed. Was told servers would be by to get drinks for us, that happened 1 time over the 2 days and we spent literally the entire day there. Day 1 our bed broke, we reported it and the guy said I will tell them but I don´t know if they will come look at it, they never came. Day 2 all the beds had towels, we asked 3 times and literally never got towels. This was the 1 time we got to order a drink and have it delivered, but that was around 11 and no one stopped again by the time we left around 4:30. Just felt very let down after you pay to rent and get zero service and zero of the things promised.
Food....it is edible at best. We ate at Ritaś Taco a couple of times, it just wasn't very good. However, the servers were amazing! We at Latinos the first night and the food was just not good, again, the service was great. We ate a couple of times in The Beach House. You have to order all meals except breakfast, it is the only buffet. It was hit or miss, some things were just ok and some were bad. We ate Italian the last night and it was fine. We had arrived back from an excursion around 9, The Beach House was already closed, and was told the kitchen closed at 10 but they did let us in the restaurant and provided great service @ 9:30. The meal times were not very flexible to seems for island times. The servers were wonderful in the restaurants except for 1 meal. Jorge in the Beach House was always good to us!
The best part of the resort, is that is did have a good beach. The guys cleaned it in the mornings and it was good size and water was nice. It has serval pools but we only used one and it was a weird depth, like really shallow. The swim up bar, you can´t actually reach the bar from the bar stools. But all the pools were clean. All of the landscape was well taken care of and beautiful.
The cleaning services were good. Overall, I would not return to this report. It is a small resort and we liked that. It had to be at less than 50% occupied, so it was frustrating to not be able to get served. The first night in the Latino restaurant there were 3 couples in the entire place. The road to get to the resort was absolutely terrible. It had the biggest holes and the vans had to drive so slow, but the holes were so deep the van was hitting bottom, and our excursion van the driver actually knocked the bumper off and had to get out and work on it. It wasn't the drivers fault, the holes were hard to see with several inches of water covering the road. One driver said at times the road is actually impossible to travel down after rain.
This is my first experience with so many negative experiences, we travel a lot, read all the reviews and feel like overall we are easy to please. We have never left so unsatisfied with a resort. We expressed all of our concerns to the resort but there was no interest in addressing any of the things. My friend even listened to the timeshare talk, and said she actually really would like to buy in, but this is the only experience we have had with this brand and because it was so bad she couldn't see herself buying in without experiencing better service.
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