There are several checkpoints when getting into the property so it feels safe. Property is beautiful, lots of walking, and all of the nature/landscaping are gorgeous. Pools and hot tubss are great, although the one with the jumping rock is freezing. We found a heated pool after our 2nd day and stayed there. Kids club is amazing, our daughter used it twice and loved it. I accidentally left my phone there when signing her in and when i came back for it, it had been turned in to lost and found and security brought it back to me. All of the staff we encountered were very nice, friendly and helpful.
Our room was bad--everything was old and it had a horrible mold smell, and a smell coming from the pipes. All of the paper that we had in the room was moist from the mold/moisture. Beds were made daily, trash taken and new towels brought but the floor was never cleaned and the tables were dirty/never wiped down before we got there. We called reception several times, once for more drinks for the room and once for transportation, and they never arrived. The food is very mediocre and options limited. We mostly had breakfast at the restaurant where the main lobby is. Buffet is very small and options limited. Lunch was also buffet style at hacienda, and they have steak and chicken they can grill for you. For dinner, restaurants usually dont answer the phone and you have to make reservations through the concierge, if there is space. There is no beach to swim, so pools are your only options.