After a long day of traveling we arrive tired around 7pm, ate, looked around and went to bed. The 7am phone call really wasn't what we hoped to recieve especially since our brains were on Pacific time. A time share phone call to join their hotel which we are already members of. The lady said she had our welcome packet and map of the hotel and to come down. So we did and she was with people so we asked the 3 other people there if they could give us the map and we'd be on our way. We were told no that only she could give us our packet. We waited over 20 minutes she never once even acknowledged us. We left bored and really didn't need whatever they had for us. Wouldn't you know it they called again the next morning at 7am AGAIN. It was a different person this time and we called in and said we were not interested in meeting with them they said okay. So of course they called again at the crack of dawn. We unplugged our phone the evening before but the maid plugged it back in. The next day we were gone for hours at a Xpu-Ha which we LOVED and when we returned we had 6 messages. We went down again to end this and at first no one would help us but we held firm that someone is going to enter in the computer that we are not attending the meeting and stop calling. Finally a guy helped us and purely to talk to us about a timeshare sales meeting, we asked why would we go when we are already members he told us that they added new things to our membership and the only way we can find out what is to attend. ??
When it came to the food we had several places to choose from but not one stood out until we went to Xpu-Ha. The oriental food rest. at Aventura had great appitizers but horrible main courses. One place we were only the 4th table sat in the place and it took 1 1/2 hours for our food to arrive and it was steak with no seasoning on it, all cuts seemed to be the same.
So we tried the massages they were known for. Got the aroma massage for 80 min. for $189 usd. Hmmm...at the start they rubbed their hands together and held near my face and that was it for the aroma therapy and I love massages can't get a bad one in my mind but this time I found myself bored and looking at the clock. All they did was rub my skin no real massaging at all. I told them my neck was sore from traveling and I don't even remember them touching my neck.
We love to order room service especially when it is included in the all inclusive pkg even if only for chocolate cake. They offer a room service for breakfast if you fill out a card with what you want they will deliver at the time requested, so we did and the first time it was great but then they didn't give us a new card for the next time so we tracked one down and did it again and this time they never showed up we waited an exxtra hour before calling and they said they came and we didn't answer. Well we know that isn't true we were up an hour before our time by an early morning call from the hotel.
The hotel has two lobby's North and South we were in the south lobby and asked for a cab, they said go to the North lobby. We asked if they could have it just come to this lobby which is where they always drop us off at and they guy said no we can't and gave us a weird look for even asking. Not once did anyone in the South lobby offer any sort of help during our stay.
Now for our room, we asked for ocean view which online said most have. Well that isn't exactly true. The suites have ocean view the other rooms have a partial view if you look sideways. The rooms were old, broken wood on door jams just kind of worn down. Our maid service gave us towels everyday but didn't even pick up the soap wrapper from the shower since it wasn't in the garbage I suppose. It was there the entire week. The other resorts made towel animals to display on the bed but not here, no little extras at all. The flower they give the women upon arrival still sat dead and wilted over in the vase when we were leaving. Sometimes we didn't get turn down service and they would leave a message saying we locked the door, which is odd since we were out the entire day at other hotels.
The reason we joined with Palace Resorts was b/c of the exceptional service, clean hotels, great food and locations. But if we had been at this hotel prior to joining we never would have. It is true you can go to other resorts if you want to catch the early morning shuttle at 8:50am which is first come first serve & only to the resorts North of you. We preferred going to Xpu-Ha which was South of us so we had to pay for a cab each time. It was well worth it and most of the people we met there were actually staying at our hotel as well but didn't care for it as much. Xpu-Ha has the nicest most helpful people you will ever meet.
We were in the south lobby buying gifts and went to the front desk to see if they would tell us when our shuttle will be picking us up for the airport and he replies I don't go to the North lobby, so we asked what is it you do here in the south lobby he replied Information and we kind of looked at him then he went to the computer and asked us our room # and said go see the girl at the desk adjacent to his. Of course she told us to ask our travel agent..?? We explained that we booked through them and she reluctantly made a call to someone and told us our shuttle takes us the airport 5 1/2 hours prior to our flight.
So at checkout we had to pay our spa bill which we had some spa money gift card so we gave that to the front desk and they said what is this and asked a co employee who said we don't take this go to the spa, so we go to the spa and they tell us they don't handle payment go back downstairs and try the the spa store so we did and she said no no no go to the spa receptionist and she pointed about 50 feet from the front desk where we started. Each thing at the hotel seemed to be a small battle b/c no one really wanted to help.
It wasn't a bad experience it just wasn't what we were used to after staying at their other locations, we would give this hotel 2 1/2 stars out of 5 for the scenary. We made our trip great ourselves. I do feel the price was extremely way too high for what was received. At Moon Palace I felt it was a fair price.


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