“Horrible stay. Amazed this resort is rated so high!”
Our trip was Nov 24 - Dec 1. Paid in advance to updgrade to a junior suite with a king bed, ocean view. Arrived around 7:30 p.m. on Sat. the 24th and although there were three people at the desk, they were taking so long to try to upsell room upgrades that after waiting for THIRTY minutes my boyfriend asked the concierge for a manager to get us checked in. Once the Manager came to the front, she told us she didn't have a room with a king bed available. I showed her my reservation and said that was what I had paid for, and her response was, "Well, that's just a preference - it's not guaranteed. You can check tomorrow to see if they have a room with a king available." She did not apologize or offer to help in the arrange for a room change in the morning. She even made a point to tell us that a room still may not be available the next day. After 12 hours of travel, we were too exhausted to do anything but get to our room. The concierge took us to the fifth floor and to our "ocean view room" which was two double beds overlooking the kids mini-golf area and reeked of mold. I told him we requested ocean view, and he pointed to the corner of the balcony and said, "There is the ocean."
The next morning we had to wait for a room, but one did become available by noon. Never an apology or credit to our account for the previous nights experience. We paid the upgraded price for our mini-golf, moldy room. The view from the second room was great, however as soon as we looked down off the balcony we saw construction helmets. The entire ocean side of the resort was being resurfaced and we soon realized that construction was going to be a normal thing here. Every day we were there they started by 8:00 a.m. with their jackhammers, and even when the crew finished after the sun had set, a different one was welding near the pool through the midnight hours. The sparks and fire created by the welders lit up our room like fireworks. We had to use the chair to hold the curtains down over the balcony door just so we could cover the light to sleep.
A glimpse of a normal day and the noise by the pool: http://youtu.be/x65ux97Ph08
The food at the both buffets is horrible. By the third night we were eating out and calling for pizza because we couldn't take it anymore. The alcohol seems to be water in a labeled bottle because even after four tequila shots I couldn't get a buzz (and my tolerance is not that high!) We had a margarita at Xcaret and that made me buzzed, but not even a day of them at the resort would.
With the exception of the bartenders at the lobby bar and the employees at the buffet, the staff needs to learn better customer service. The employees at the front desk and pool area were rude on multiple occasions.
The 24 hour snack bar is so bad, I recommend you stay far, far away. Hamburgers and hot dogs sit in their own nasty juices all day and they don't have any garbage cans around so it is always a mess.
We had ants in our room twice; we had to call three times to get them taken care of because nothing is a hurry over there. Even after they were out of the living area of the room, they were still in the bathroom through our stay. The morning we left we were greeted by a cockroach the size of a silver dollar on our balcony. Lovely.
The beach is bad as well. Not kid friendly as there is about a six foot wall you must get down before you can get to the ocean. It is incredibly rocky so I recommend water shoes or you will cut your feet. You need to walk to the other resorts to be able to walk in right from the beach.
I would never return to this hotel, nor recommend it.
If you are looking for a resort that doesn't respond to customer's needs in a timely fashion, has construction loud enough all day long that it is hard to relax and horrible food, then this is your place. If you are looking for a five star (even FOUR star) go elsewhere.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.