We get around 9:00pm on Friday. When we entered to the room we were surprised because the room was disorganized, with plates and food around the room and smells with humidity. They gave us another room, that was ok and smells clean. In the morning we went to Castillo Restaurant to have breakfast. Was a buffet breakfast and was ok. Then we went to the beach pool and the river pool. The beach pool was ridiculously cool. The river pool was dirty. If you want you can rent a raft. We prefer not to. When I was with my kids walking through the pool we were hurt from the people using the raft, with the raft, with their arms, etc. We decide to return to the room, I was not feeling good. At 11:30am I started calling room service to ask for a pizza. The phone at my room was not working appropriately so I use my cellular phone. When calling indicates the extension was occupied. I continue calling for 20 minutes so then I decide to call the lobby (customer service) and Lizmar answer the phone I tell her I was trying to reach room service and how many times I tried, so maybe they have problems with the extension. She just forward the call to the same place. After 1 hour trying room service and lobby I had no choice but to go to the restaurant. They told me they are having problems with the extension that I need to call front desk. I told them I was doing that for an hour. The waiter said I am sorry. I went to the lobby and the man there just said I am sorry I will give you late check out. We stay at the room. The pizza was delicious and has a good price. At night we went outside to have dinner. My husband stays with us from Saturday to Sunday. He can't sleep because he feel itchy and that his bed was not clean. My kids also don't feel good. I tried to use the blower but was broke. At 9:00am we were doing check-out thinking to return to our house.