Disappointing for a “Five-Star” Resort
The devil is in the details, and this hotel missed many. The room had odd design flaws (like a toilet light switch on the opposite wall), only one nightstand, and uncomfortable pillows. Service was far from five-star — it took three calls and four hours just to get water delivered, and staff often seemed unattentive or overwhelmed, especially at the beach and buffet where drink service was minimal.
More troubling, I was harassed by a bartender. Though I reported it and the complaint was acknowledged, no meaningful follow-up occurred. Guest relations dismissed it as a “language misunderstanding” — which is unacceptable, especially as a native Spanish speaker.
The food was hit or miss, with inconsistent quality and limited dessert options, though mimosas and specialty drinks were available all day, which was a nice touch. The lobster bisque at the steakhouse was outstanding — one of the few memorable highlights.
On a positive note, the hotel was clean and the facilities were fine, just not exceptional.
Overall, this was my most disappointing all-inclusive experience. For a resort that markets itself as luxury, the lack of attention to detail, poor service, and weak response to serious concerns made it feel like a 3.5 star stay at best