2/10 Terrible
Maria Mon Kay
Traveled with partner
Oct 6, 2025
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
Worst all-inclusive vacation I've ever experience. Booked this resort because of the Orbitz VIP access guarantee. We arrived at the resort and checked in, were quickly driven to our room via golf cart. When we got to the room, we realized only the hall light worked, and none of the other lights worked. We tried calling front desk to inquire, but the phone lines also were not working. We ended up having to walk all the way back to front desk to be told that there was an ongoing power outage. We interacted with several staff members from the time of arrival to the time we arrived at our room and not one staff member informed us of the power outage, until we came back asking for answers. We checked in at 3pm, the power did not return until 10:30pm. We showered in the dark with our cell phone flashlights. We had hot water the first night, then proceeded to have NO hot water for the rest of our 5 nights. Each night required us to call down to front desk, wait another hour before they could rectify the situation before we could shower for bed. Our last night, we called front desk at 10:30pm and was asked if we were sure there was an issue as no one else in our building had reported an issue "in the last 27 minutes." We were repeatedly told that the hot water should return in 20 minutes, despite MULTIPLE calls to follow up. We eventually demanded a room change at 12:45am and was not moved until nearly an hour later. Not once did any staff members apologize for the inconvenience.
Maria Mon Kay
Stayed 5 nights in Sep 2025