no Hash browns? :(

Would love to visit🤩

Which hotel next door did you end up with?

❤

How do you book reservations for the different restaurants? I heard you have to wake up at 7am and go there to book it

Better than Cuba? 😅

This channel has clear conflict of interest; they are likely funded by the resort to promote their business. Here is my honest experience from this resort, and I have three different families/guests corroborating my experience: This resort is beautiful, offering lots of really fun excursions for an affordable price. However, 7 out of 10 of their employees have absolutely poor customer service, no respect for personal property, poor punctuality, and little regard to cleanliness. When you make basic requests (e.g. mini-bar to be refilled with bottled water, or for the AC to be turned from 23°C to 22°C, or go to the bar for a drink), they either make you feel like you are inconveniencing them, make you wait for a good amount of time, or be bombarded with solicitations for tips. I told one of the workers personally helping us, his name is Harry, that I am more than happy to give tips, if I have a pleasant experience with the worker-something basic like eye contact, and basic greeting (like good morning). However, 7 out of 10 employees have poor customer service. My main goals for this review are the following. (1) if you are looking to relax and prefer good customer service treatment, this is NOT the place for you. Probably better to go to Cancun. (2) To the managerial and employment team, I am holding you accountable. It is your responsibility to (a) properly train your employees about basic customer service etiquette, and (b) make sure that your employees are properly well compensated so that guests are not coerced, soliticed, or guilted for tips. - When we arrived at the hotel, at 1am, we were tired from our 5+ hour trip from Canada. Still, we patiently waited about an hour at the reception just to get to our room. Even then, they were only prepared to accomodate 2 out of us 3, when they had no problem charging each of the three of us. We used the shuttle that goes around the resort, as our room was at the very end near the beach. The driver was driving really recklessly, causing my friend’s new luggage to fly around and get damaged. The driver did not apologize and made a sound like it was an inconvenience for him. Throughout our 7-day stay, one can say you flip a coin every time a worker (waiter or receptionist or bartender) comes to serve you-and the odds is that 7 out of 10, you get a horrible worker; does not make eye contact, gives off the feeling that they are being coerced to work, and/or they only treat you with basic human manners if you give them a tip before they work with you. We opted for the privilege package, but let me tell you, it does not feel like a privilege at all. Please do not invest your money in this, unless they make changes. They do not take the time to explain the perks of the package and if you ask, they either rush the explanation and again make you feel like you are inconveneincing them. The daily housekeeping is also poor. There were 2 days when they completely skipped our room. Another day, they “attempted” to clean but, to our dismay, it was obvious they did not change the sheets of the beds as there were sand (likely sand coming from the beach) covered up by the blanket. We assume the housekeeping worker simply made the bed without changing the sheets. I spoke with another guest while they were trying to get the housekeeping staff’s attention. They said their room was not cleaned and even when they were asking for help-which they should not-they were met with reluctance of service and made to wait a few hours before anyone came to help them. I understand that there may be a shortage of housekeeping employees, so I am definitely holding the management team of the resort accountable. On our fifth day, I went to the beach where the kayaks are and respectfully asked how much it is to rent a kayak. I was pleasantly surprised to be told that it is “free” and it is a “complementary” part of our package. On my way to the water, a fellow resort guest asked me if it is free and I told him yes. But that other guest expressed his reluctance to go take advantage of the “free kayaks” because the workers have bad attitude and are pushy about receiving tips. I had a pleasant time kayking, but when I got back, a worker named Francisco approached me, stopped me, and attempted to accuse me of stealing the kayak. He expressed that I should have filled out the form, when it was him that I had initially asked when I got there and was told by him that the kayaks are free. They had no problems when I was helping myself with the kayak and life jacket. But when I got back, I was ambushed by Francisco and his colleagues, and they made me really uncomfortable. I have never stolen anything in my life and it was absolutely humiliating that they accused me of stealing a kayak that was not even brand new…Tell me why they were gaslighting me when they were the same people I had asked in the first place! I went to speak with the managerial team and I am not sure if any changes were implemented. They seem to have a dedicated team for damage control… makes sense because most of the staff are horrible. Even their “damage control” staff are horrible. You would discuss and elaborate your concern, and they would repeat it to you with a mocking tone and gaslight you into thinking that your concerns are not valid. On our 7th day, the worker, Francisco did not apologize to me and my friend was not compensated for the damage to his luggage. I also started developing symptoms consistent with throat infection. I went to the physician onsite and they charge $200 USD just for a consultation! As a Canadian, this was of extreme shock to me, having the need to pay for healthcare. Although I acknowledge that I should have paid for health insurance for the trip. Overall, this resort probably offers one of the poorest service in the world.

“Kids, pets, whatever you call your children” 😂