The stay was super great. The rooms were nice and clean and the beaches were so clean. The staff was very nice and friendly, the al a carte restaurants were rlly good. The activities staff were amazing especially Dana from entertainer and it was super fun to do the daily poolside activities.

Love the entertainment! Jairo was amazing and so much fun! Louis had our drinks coming back to back and the food is amazing! No complaints and very safe!

My husband surprised me with a vacation here for my birthday. We checked in late on a Saturday we were able to walk into a restaurant and get seated with in 30 min ( there were many tables open but they wouldn’t seat us till 9:30) mind you we have two little kids with us screaming. But not there fault. The room was very nice. Phone in room did not work I complained multiple times for them to fix it but I ended up fixing it myself( we needed this for room service) My husband used a service they suggested to have flowers and balloons set up in the room for my birthday it was very cute! Food overall was good we ate at the buffet for breakfast, lunches we just grabbed light bites and dinners we had Italian, steak and Asian. One of the places made us pretty sick but the over all taste was good and service was very good at all the establishments. The concierge tried selling us on sitting through some upgrade time share thing so beware. We dodged this. Beaches were very clean and all the facilities were so nice. The only thing this place lacked on was entertainment during the day!

I booked this trip with my daughter for a quick getaway and booked a junior swim up suite for 4 nights through Expedia. Words cannot describe how frustrated I am with our experience. We took the first flight out of our hometown airport hoping to spend the entire first afternoon in the sun. That did not happen because our room was supposed to be ready no later than 3pm the day of check in. We got the run around after I refused to take two twin beds that we were being offered by the front desk so I feel like I was “black listed” by the front desk team as a result. It took hours to get our room despite having a butler (whom was not able to effectively execute on any request I had for her). It wasn’t until a concierge manager noticed us waiting in the lobby and commented how long we were waiting did we get our room. He took matters into his own hands and personally walked us to our room and I was so grateful. He apologized for the room check in issues but I got no real explanation as to what happened. As an Expedia member I was told early check in would be an option- again didn’t happen for us. My room wasn’t cleaned for two days and I was told it was as because I didn’t ask for it to be cleaned by pushing the button near the front door. Had my check in experience been handled properly I would have known this button needed to be switched on. The front desk team continued to be an issue during my entire trip. I asked for change multiple times at various points during my trip (small amounts breaking a $20 or $40) and I was told no change was available only to watch another hotel guest ask for the same thing right after me and be given change. I then asked the front desk if the hotel had an ATM machine and was told by a female agent that it was broken and she advised me to ask the bellhop about a local ATM in town. I let her know I was annoyed by this response and found the ATM myself which was fully functional. (Insert eye roll) If you’re traveling to this hotel, my advice is to be cautious about any complaints that you vocalize or you will run the risk of being completely blacklisted during your trip. It was extremely difficult to get dinner reservations at the à la carte restaurants and our butler never once helped with any of them. I even emailed the hotel in advance as part of my pre-arrival form asking for help booking à la carte restaurants. I was not given a response at the time. Overall, the food was one of the best at any inclusive I’ve ever been to and the bartenders and other service professionals were extremely professional and accommodating. I do not recommend using a butler they are not helpful whatsoever. I can’t say that I would go back to this hotel, which is disappointing because it has a great location is extremely clean and again the food is top-tier. I just can’t get over the crappy service we received by the front desk team!

So much went wrong in the week I was there. Great Spa Team but everything else missed the mark from a hospitality experience. From the difficult booking and the lengthy check in (some of us waited 1-2 hours) process just getting to the property was setting the tone for what the experience was going to be like. Tip to the company- if you are going to lean into digital technology then make sure your digital support and structure are set to support the digital hospitality shift. My first room couldn't get Wifi to access any of the property collateral and assets to see menus, offerings, activities, resort offerings etc. After 8 hours and 6 trips to the front desk they changed my room. All attempt to call from the room and front desk lacked care or solution communication, this was a task list with no heart, care or empathy. The new room which I stayed in the rest of my 7 days there, had a broken fridge, broken Nespresso maker, and the AIR CONDITIONER was not working properly. I called for repair but never had follow up so I stayed because the room had wifi, which was important for my work. During my stay I had an important event and the morning of the event to be on stage to speak, I woke up to no water for the shower, sinks and toilet. I called the front desk multiple times over the hour and the only response was that it is the entire property and engineering is investigating, no solution or alternatives provided. I had to shower with a wash cloth and a bottle of water, which is new for me. The food and beverage options made you want to visit another property and pay, rather than continue to eat the lack luster offerings (Alot of upset stomach, nausea and diarrhea for many of us). There were some good items at Flora (best of the average), Mina had good steaks and meat dishes, but overall it was a big miss on the food and beverage options. We did visit the wellness property and found the location to be beautiful and the spa was gorgeous and the team was caring and connected, that was where the connection to heart stopped as everything else was not up to standard. The grounds are pretty and the place looks good, as they say.....it's what's on the inside that counts, and this place lacked heart and connection. We were here with a large group of people over 100, and the feedback was very similar, so this wasn't just my experience and high standards. I'm hopeful they will fine tune and dial into the heart of the team to inspire to deliver hospitality and not task lists. I paid for extra days and wished that I wouldn't have because I would have left early if I could, and some of our guests did leave early.