We made and paid for our reservation through hotwire in advance but when we tried to check in, we had to wait almost 4 hours for them to try to find our reservation- which they never did. They required me to email them our hotwire confirmation but the internet was down the entire time we were there so i couldn't even do that until we left. Property looked nice whil we were waiting, so we weren't too concerned. We had booked and paid for an ocean view room. Instead, we were given a very small room at the back of the property overlooking construction and garbage. Several hotel employees said this happens to people every day at this hotel. They tell everyone they will have an ocean view room and charge you more for it and then when you check in, suddenly it's not available. The employees we talked to said people are angry all the time because the hotel lies to get people to book here. While we were here 2 days, we heard countless arguments with the front desk and guests because of the same issues.
The website said the rooms had safes, but our room did not. We asked many times each day for a safe and were told everything from "there are no safes" to "we are installing one in your room shortly." We never did receive the safe (that the hotel listings said were in every room). The owner even promised us he had one coming and that it would be installed first thing in the morning. Never happened.
The worst part? They offered to let us keep our stuff in the managers safe. Great option! Except that they decided to make an envelope to give us to hold our stuff - and they made that envelope from another hotel guests PASSPORT copy. Then they gave us that to take with us. That has to be against some law. We are going to contact that US gentleman when we get back to the states to let the poor guy know about the security issue! When we checked out and they gave us all of our belongings from their safe, they also tried to give us someone else's wallet! Unbelievable!
We had 2 coffee cups un our room but no coffee maker (also promised in the hotel listing) and the hand towels hadn't been changed from the last guest and were dirty and used. The room we booked was not what we got and the staff didn't seem to care or just had no power to help fix the situation.
It's unfortunate, because the location is great and the pool is nice. But with all of the problems and significant security issues, we absolutely wouldn't recommend the place.
The bright spot??? Stephen who runs the "Monkey Tours" operation there. He was fabulous. He doesn't even work for the hotel and yet, he tried his hardest to help remedy our situation. We took his kayak and snorkeling tour and it was super fun!!! Yay for Stephen!
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