From the moment we arrived, it was anything but relaxing.
Check-in was an infuriating ordeal. Despite booking and paying for the previous night to ensure we had a room upon our 7:30 AM arrival, we were still denied access. I had communicated twice in advance to confirm this arrangement, yet the staff at the front desk seemed completely unaware—and frankly, uninterested. While I understand they weren’t the ones I spoke with, the lack of accountability was frustrating.
When we were finally given a room, it wasn’t even in the hotel we booked. No one informed us we had been placed in a sister hotel next door, leaving us confused about where we were or how to access the amenities. It wasn’t until later that afternoon that we were moved to the room we had actually paid for.
We tried to shake off the rough start and enjoy our trip, but the issues kept piling up. The in-room phone didn’t work—a serious safety concern. I couldn’t call for basic requests, let alone in case of an emergency. The QR code provided for assistance didn’t work either. I even left a note in Spanish for housekeeping asking if they could look into it. Nothing was done. I had to physically walk to the front desk each time I needed something, which was especially difficult since I use a cane. Even then, the Concierge was dismissive and unhelpful.
Private events hosted by the resort made it impossible to rest. One wedding was so loud that our bed vibrated for hours