“We went for a wedding and had so many issues. Check in took over 3 hours, rooms we had reserved were not available. Fir a new hotel things were falling apart. Literally saw the stairs break in 4 different spots during our stay, rooms even on the 3rd floor had water leaking. Food was ok but you never knew what restaurants were actually open. The day report might say Italian but then you go to Italian and it was not open go to seafood, Buffett only open fir breakfast and I was surprised that it was serve yourself VS them serving you items especially during Covid. Everyone touching the same tongs, containers etc ( only place I felt hit taking Covid precautions). No food available at pool or beach so it was a long wait for lunch. Snack shop had a huge hole in the ceiling. Beach was terrible. 46 in our group and not one of ya swam in it. They have rivers flowing on both sides of the resort to drain the mangroves dumping black thick substance into the swim area. Same mangroves with alligators etc. Zip line takes hours as it takes a long time to get someone hooked up and then they have to bring the harness back to the top. Lazy river was fun but not heated so it was freezing. Floors really slick in the main areas, we saw atleast 10 people fall and 3 in our group actually hurt. We had the presidential suite and the room had a lot of issues, the outside lights didn’t work and neither did our pool. Also no butler as told, no turn down etc. Spoke to 4 different managers throughout our stay and none really cared. We had a total of 12 maintenance people in our room during a 7 day stay, we wanted the bigger room for our group and pool to avoid being around as many people and Covid precautions . On a Positive the staff at the pool was great, the restaurant employees did a great job as well. They are limited in how they can help though. We had a friend who is a big guy ask for an extra appetizer and they denied him, they let him order another entree but then didn’t bring it all. Pools are great and we spent most our time there, no night time activity except for karaoke in the lobby every night. No mini bottles of alcohol in your room (Covid, not sure how individual bottles make a difference), overall not a great experience and as a group we all have agreed we would have gone somewhere else. On a scale of 1-10 I would rate a 6. After working with our travel agent the hotel is giving us a few comp nights to try and show us what they can do. I appreciate the offer and will change my review if the next experience is better. Hotel didn’t want to offer anything but for the amount of money we paid for 8 nights in a presidential site you would think they would have even offered a massage while we were there. At this time if I had to make a recommendation I would look elsewhere. It is also in the middle of nowhere if you want to go to Cancun it is $160 for a shuttle. Again the waitstaff is great and so our the pools so if that is all you really care about then this is fine.”

“This hotel is in the middle of no where the pictures on their website are very deceiving. As we were driving up to the hotel I thought we were in a war zone we were so disappointed. The rooms are just ok and very hot on the inside. Forget the beach terrible. The staff is excellent also food is very good. this is not a five-star hotel I would give it a three at best. Of course this is just my opinion. We did not stay there we left went to a different hotel.”