10/10 Excellent
Yosmery
Traveled with partner, Traveled with pets
Jul 8, 2025
Disliked: Cleanliness, amenities, property conditions & facilities
I booked a non–all-inclusive stay, but a week before my trip, I received an email saying the resort would be transitioning to an all-inclusive model. When I checked in, the front desk (Maximiliano) confirmed my package was now all-inclusive, and all outlets on the property treated it as such.
However, on the second day, the pool bar said they couldn’t verify our package. We were pulled out of the pool, still wet, and walked to the front desk in a humiliating manner. The same employee admitted their mistake and initially offered to waive the first day's charges, letting us begin paying the all-inclusive rate moving forward. After speaking with management, he reversed this and told us we were responsible for everything—even though it was their error.
We were offered only a 20% discount. To avoid more stress and embarrassment, we paid for the all-inclusive package—but were still charged three additional unexplained fees.
Beyond the billing issue, the resort was poorly maintained: dirty puddles on the grounds, no pool towels, stained cushions, and disorganized pool furniture. Staff seemed confused and uninterested, and restaurant service was slow and unwelcoming.
Worst of all, no manager ever came to speak with us. This experience completely overshadowed our vacation. I would not recommend this property to anyone.
Yosmery
Stayed 2 nights in Jul 2025