Our family has stayed at this resort around thanksgiving for four years in a row now. We are a large and diverse group and while we all have had some complaints over the years, the resort has always worked well overall, especially for those of us with kids.
This year was an exception. Everyone in our party was disappointed with this visit. I will list the low points:
Front desk service was slow and blasé. We were always made to feel as if we were imposing on them.
In this day and age having wifi in only a small part of the lobby is unacceptable. In order to utilize wifi I would have to walk 5 minutes to the lobby, wait another ten minutes for front desk staff to help, then pay $5.00 for every 15 minutes of service. 5 stars?
The pool is cold. There is no hot tub other than a lukewarm one in the spa separated by sexes. There is a jacuzzi in the center of the pool. It's actually colder than the pool itself. 5 Stars?
In our previous stays we found that most of the staff was friendly, with some notable exceptions that were easily avoided. This year we found that several key staff members were downright surly. Example: On my first visit to the beachfront bar, the bartenders at the beach bar actually insulted me in Spanish assuming I didn't understand them. So my choice the rest of the trip was to go back to these jerks or to wait 30-45 minutes for a waitress on the beach. 5 stars?
On previous visits we were allowed to seat ourselves in the buffet. This allowed us to stick with friendly, helpful waiters. Some of these guys are really great. This time around they insisted on seating us every time which often resulted in getting slow, mildly rude waiters. Expecting timely delivery of coffee is not asking a lot, but some of these guys seemed really bothered by it.
The food is ok overall, pretty basic Pre-cooked buffet fare with some nice exceptions. What is really lacking is variety. It's all the same food all the time. The restaurants offer a small break from this with the entrees, but the side dishes and desserts are exactly what's in the buffet night after night.
What else? Like so many other reviewers, our room did not have the bed configuration promised. The beds are hard and getting a foam pad or extra blanket is a major hassle. Several areas reeked of sewage. We were driven in a luggage cart through a cloud of fumigation.
To top it all off, nearly everyone in our party got sick. We talked to many, many other people staying there who were also sick. We also overheard many people at the front desk and restaurants talking of sick family members. Clearly something was going on. What was the hotel response? Depended on who you asked. One guy claimed that he had heard nothing about people getting sick, a bald faced lie. The hotel doctor said there was a flu epidemic going around the hotel. Another person at the front desk said the epidemic was affecting the entire peninsula. My guess? It was the food. Some of our party became ill within 24 hours of arrival.
The beach is wonderful, some of the staff is great, the grounds are beautiful, the animals are cool, and some of the food is pretty good. There are enough positives about this place to have kept us coming back, but next year well find somewhere else to spend our money.