The beach was nice. But the hotel was awful. We wanted to only stay for 1 night and they will not let us book only 1 room. They even told us to go check-in at the other resort instead (how rude!). Granted there's 8 of us with kids, we undestood. The only room available was Room 1, the family room. The second we walked in, it smelled like sewer and the sheets looked dirty. Since it was the only available room, we had them clean it again, it smelled better afterwards throughout the night, but smelled like sewer again in the morning. Also for some reason, the AC was not cold enough, in fact it was warm. It was about 2am when we discovered it. When we checked out at 6am the next day, we asked for a discount because of the uncomfortable AC but the front desk didn't want to give it to us. In fact, she wanted to charge us extra for the kids. The other front desk staff told us kids were free when we checked in and now they wanted to charge us! I was frustrated. The other issue was that one of the workers checked the AC and confirmed that it was in fact warm yet the front desk didn't want to recognize it. SHe wanted us to notify them at the time (at 2am!) and said that they could've changed the AC. I then ask, "you will change the AC at 2am while everyone is sleeping?" and she said "yes!". Are you seriously out of your mind? Even worse is she was so adamant about that answer and didn't bother to apologize. If they can't give a discount, then fine! But at least admit to your fault, make sure the complain is heard by management, and do something to correct it in the future. That's Customer Service 101!! I was so frustrated by their front desk staff. I will never stay at this resort anymore and will tell all my family as well. The worst customer service I've ever dealt with. Check in at the other resort next door instead.
If you really want to stay here, I suggest staying at one of their newer buildings. I recommend you...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.