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My wife and I came back after 7 years to this resort expecting some changes, but nothing substantial. We were in for a big shock!
First, the poor directions on meeting transportation to the resort led to confusion and multiple phone calls. At no point in the email documentation did it state, “look for someone holding a sign with a yellow shirt and blue pants”. We were told that someone would be waiting for us with a sign with our names on it, that did not happen. The trip was already off to a bad start.
Upon arrival to the resort, we were booked from Wednesday through Sunday but told we would need move rooms Saturday night for another guest coming in. Why wasn’t this worked out prior to our arrival? Why did it make sense for us to pack up our things for 1 night and the explanation was it was for someone with a timeshare. So off the bat, the resort takes greater care of their timeshare guest than other guest.
Additionally during checkin, we were told we need to reserve dinner reservations at the 2 onsite restaurants but that 1 was already booked multiple days during our stay. It took multiple conversations, over 2 days, to correct this issue. The first night we went to the Mexican restaurant and previously we had enjoyed the grilled lobster tail but that wasn’t an option. I, myself, am not a picky eater and will try about anything and ordered the queso dip with local sausage. When the plate arrived it looked like it had been painted onto the plate and I could not penetrate the dip to even try it.
Most meals we would order room service, which was a roll of the dice as to what was expected. I don’t think I’ve ever seen Chicken Parmesan with pesto sauce on the noodles. Also, check your bill when you leave. We had a room service attendant give himself a tip after we paid him cash for delivering our food.
The Haven Bar, which was our favorite part of the resort the first time wasn’t open and never served food. Why advertise it if it’s not open? The resort should be upfront and honest about what’s open and not. To include the beach, which wasn’t open while we were there. The only people we saw on the beach were workers, since they closed it to guest.
Every time we called to speak with a manager, we were told there was no manager on site but expect a phone call. Which never came.
The resort shifts blame to other people and flat out lies to guest. We ended up leaving 2 nights early and the resort manager, Sebastian, told my wife they would refund us the money for those nights. Now the resort is back tracking saying that was never said, even though we have it recorded since we felt like this would happen.
I would never go back to this resort or a resort operated by this company. Once they sold to Holiday Inn Vacations it seems to have gone downhill.
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