Group of 8, all with swim up rooms at the family side. Got to lobby, no welcome drinks, no one welcomed us. Just stood in line and waited. Got to the room, very disappointed. Room smelled moldy, was dirty and when I opened door to swim up, it was gross. Pool was extremely cloudy, dirty, cups floating in the water, diapers near the water and used beer cans. Looked as if they never cleaned. So upset n disappointed, I went and complained for the group. Told them we would leave if not taken care of. Met Braudilio from Guest Services. He was amazing and told me he would help us to make sure we were happy. We were told to give them a few hours. We arrived at 330pm, only thing open was burger shack. Place was disgusting and food was really bad. We changed and went to the big pool and enjoyed our time. Went back to lobby and Braudilio informed us we were getting upgraded to adult only side. What a difference. Rooms were still smelly but we dealt with it. Throughout the trip, Braudilio kept checking with us, got us restaurant reservations, tours, and was very helpful. At Market Place met Yeico Sanchez. He took care of us for breakfast and lunch every day. He was amazing, always smiling, took very good care of us. Yeico will be a friend for a very long time. Excellent service. Wish hotel had 10 of him. At the poolside bar was David and Angel. They were great. The drinks were amazing, went out of their way to make sure we had coconut water and passion fruit juice for our drinks. Thanks
Reviewed on Aug 7, 2022