The terrace room we received wasn’t cleaned nor Sanitized. One of my beds had sheets that were not changed. The entire floor in every part of the room was full of hair (bathroom, cups, even walls). When we called reception, we were told the supervisor had to check it, but she never made it to the room. We felt uncomfortable because it was obvious the that if the room wasn’t cleaned then it wasn’t sanitized. We tried calling reception again but they didn’t answer. We ended up taking our luggage and leaving the room especially because of covid. When we got downstairs there were 2 people available and not doing anything. Then the receptionist was rude and tried to lie about the general manager’s availability. They offered to show us 2 other rooms and we settled for one that to say the least it had new sheets but the floor still had hair all over. We asked if it could be swept and mopped before giving it to us. Then when we went into the room we caught 2 cockroaches in the bathroom. To top it off the receptionist would not provide an additional key so that we could explore and come back individually. It was a double room and we were only give 1 key for three people. It should have been at least 2 keys. The general manager had to be called and he was the one to apologize and provide the additional key. Overall, my two nights all inclusive at $422 (using my Expedia discount) was not worth the risk nor the 4 star hotel luxury experience that was advertised.