Like every resort, there are good things and bad. I will try to share both, but I want to start by saying this is the first time I have ever considered walking away after the first few minutes. We stuck it out because I had some things to do in the area, but we still regret our choice.
Lets start with the good. The Dining Staff is exceptional, from cooks to bus people. All of them were helpful, friendly, professional, and well trained. We enjoyed the food every meal. The service staff were quick and responsive, and they do remember your preferences after a couple of days. Nelson and Guillito (sp?) were the first people at the resort to actually interact with us and they were very helpful. Those two are probably the reason we stayed.
We must also commend Lucy, who worked to arrange tours. Although she started with offering the standard fare, she was receptive to some custom tours and new things we wanted to do. She was interested in learning about different activities and anxious to help us. We learned a lot about life outside the resort walls from talking to Lucy.
I also want to state that I think the grounds and exterior spaces are well-kept. The resort has been around a while, but the grounds crew keep it looking sharp. The plantings and lawns are well-cared for. Building exteriors are still very pretty.
However... the bad impressions came from the reception staff, housekeeping, and overall poor maintenance of the interiors. We were greeted at check-in with complete indifference. They spoke as little as possible and handed us the envelope of things we would need (towel card, remote for tv, and inadequate map). We were handed off to a bellman who whisked us away by golf cart to our room with no time for questions. Along the way there were some quick finger points of where the pool is and somewhere in the area are towels, another point was to the spa, and I think that was the extent of our resort orientation. The room was opened, lights and air turned on, and the bellman left. We didn't have time to look around or ask questions before he was gone (and it nobody could have heard a question over the roar of that air handler).
As we looked around I was at first reminded of my college dormitory room 40 years ago (not the nice ones they have now). The furniture was small but adequate, with many coats of paint (and some grime). The entryway ceiling was bulging downward from having too much condensation on it for too long... and shortly after it began dripping on the floor. The bath was cracked and chipped and painted with porcelain cover-up. The toilet seat was broken (bolt missing). The toilet was one of those that you have to flush on average three times to actually get anything to go down. The drain adjustment for the sink came off in my hand. There was one of those handy pull-out clothes lines above the tub, except that the dirty line was just hanging down broken. Upon further inspection I could see the base was dirty too, didn't retract at all, and had been taped at some point. The room overall was not clean (floor, walls, counter tops). It needed scrubbing and paint. The fire-extinguisher case outside our room was unencumbered by contents. Hallway walls were riddled with stickers.
I found my way back to reception because I wanted to get the lock for the built-in safe (really, all-inclusive but I have to pay for the lock?). I informed them of the room condition and asked to have someone look at the issues. While they called maintenance, a man named Wilson came up and told us to follow him for a tour... but reception trumped that by telling us to wait at our room for maintenance. We went back to the room and briefly a housekeeper and maintenance man showed up. Maintenance came equipped to fix the toilet seat with... a plunger. We showed them our concerns, which by then included the growing pool of water leaking from the air conditioner. We were told to wait in the room for the maintenance guy's return. When he came back he had a toilet bolt and a brand new clothesline still in the package. We waited on the balcony while he worked and were only aware of his completion when we heard the door close. Upon inspection we found the toilet seat was repaired. There was no new clothesline up, but he had tied a new end on the old one and stretched the filthy grimy line across and attached it. Line was still awful, and it still did not retract into the dirty taped up base. No other repairs were attempted.
Back at reception Wilson found us again and wanted to give us that tour. We were anxious to do so, because by that point we still didn't even know where to eat and were getting hungry. He led us twenty-feet across the lobby and handed us off to a time-share salesman. We never saw Wilson again. Timeshare guy didn't bother us too long after we told him we wanted to leave the resort. He did offer advice that our experience was not too unusual and he usually tells guests to just go back and demand to see a different room until we found one that is acceptable.
A short time later we wandered aimlessly into the buffet dining area and met people who actually know what the hospitality business is about. In other words, when they saw two tourists who obviously didn't know what to do or where to go they stepped up with a friendly smile and offered to show us their dining room. They were obviously proud of their dining staff and prepared foods and they made us feel welcome for the first time. Throughout the week we were continually impressed by the customer service of Nelson and the whole staff. I wish I could remember other names, but the man named something like Guillito was great to see every day. Our language skills and his never quite synced... but it didn't stop him from trying. His great big smile was all that was necessary in most cases. Really, the dining staff at this resort should be commended for their customer service skills. I worked in hospitality in the US for over 34 years and I wish I could have hired most of them.
So a recap... I don't think the reception staff has any concern for welcoming guests or helping them in any way. I did not get the impression that they care about the condition of the guest rooms (cleaning or maintenance). The resort was at a very low occupancy during our stay, so why in the world would they put us in their worst room? My guess is it wasn't the worst. Sad. Dining staff was fantastic, exterior grounds was beautiful, and Lucy in the tour arrangement area was a delight to work with.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.