4/10 Poor
Melinda
Travelled with partner
Mar 20, 2023
The beach was beautiful and I enjoyed the outside bar with the swings. The staff was very friendly and the drinks were great!
Unfortunately, we had a lot of problems with our rooms. Our first room had mildew/mold and after we moved out of it we saw someone else was staying in it. Our second room had ants and a broken tv. After telling our personal concierge about the issues, they offered to move us to another room. One of the rooms they offered to us was the same room that we had just come from with the mildew/mold! After asking to talk to the manager, they agreed to move us to a renovated room. After walking into the room, we realized there was a missing ceiling tile and reported it to the concierge and bellboy. We reported it three more times and it did not get fixed the entire stay. The air conditioner in the room would not stay on and the coffee maker was missing the water trough (which we also reported and never received one).
Our personal concierge was to set up room service for us before we went on our tour one early morning. It did not get set up.
Before leaving, we spoke to the manager Paco about receiving a credit for all of the issues we have had. He only offered us an upgraded room for our next stay or to pay for our candlelight dinner. He said that was all they could do since we booked through Expedia and because he just found out about all of the problems on the last day. That was untrue because I had been reporting issues on the app throughout our stay.