“Bar staff and entertainment staff were great and fun! Front desk staff where dismissive and rude. I still don’t understand how this is a “luxury” 5 star resort. Would not recommend.”

“Based on our experience at the hotel I would not stay again or recommend it to friends or family. We made the best of our stay and many of our experiences were positive, for example the entertainment team especially Maridania and many of the bartenders especially Carlos. The facilities outside of the room were nice (pool/beach loungers and umbrellas, the pool, the food), however the beach is not a white sandy beach but the water is clean. The food during our stay varied and was yummy, most of the a la carte restaurants were very delicious.One of our biggest concerns with our stay was the service from the front desk and problem resolution/follow up. Many of the front desk staff, were often rude and dismissive. We had many issues with our room to the point that they changed us rooms at 2 am in the morning, after we had already been waiting 1h and 30 mins for answers.To outline our issues specifically, in our first room the lights were not working all the time, we had no blackout/privacy blinds (we were on the main floor with a path right behind us) and the minibar wasn't cold. We informed them of these issues on Monday and they moved us on Wednesday when our light card reader stopped working fully. In the second room on the day we were leaving the washroom was backing up and the toilet and sink were bubbling, as well as releasing an awful smell. There was also spotty internet for most of our stay, which really wasn’t an issue for us however the whole hotel has switched to a QR code system and really relied on this to communicate (menus, booking tables, ordering room service, booking covid tests, etc.) which made it challenging on days where internet was out.Furthermore, when asking for services that were guaranteed ( for example receiving water bottles in our room) it often lead to dry responses from staff and long wait times to receive more of these items even though they should have been restocked when the room was cleaned. We also experienced a lot of amenities unavailable, for example the gym and bars open past 12am.Many times throughout our stay we felt frustrated and felt that we spent a good portion stressed and waiting around. When you go on vacation you don't want to leave saying "we made the best of it" especially at a resort with such a high rating and reviews that seemed to be very positive.”