We liked the reception staff (Americo) who was very supportive. The chefs and the restaurant staff were very social and kind. The gardeners who sell coconuts around were kind and social. The cleaners too. We however had several issues with our room (6020). First of all, none of the power outlets were working, luckily we had brought power banks with us. We also did not have towels and had to ask the reception. The bathroom and toilet do not have fans and the moisture made the room stuffy and slippery. When we requested a change of room, we were told to come back the following day at 2 pm, and we were later told that all the rooms were sold out. We ended up staying in the same room until we left with no power to charge our electronic devices. The rooms seriously need renovation. Another challenge was with Destination Services, a company that facilitates excursions, transfers, and multi-day tours within the hotel. We had booked our boogie ride tour through Expedia as a package. Destination Services did not send us directions about our Adventure even when we sent them emails with all the details to confirm our participation as required. It was very complicated to prove that we had paid through Expedia. Juan a staff of Destination Services was ready to sell us the same activity we had paid through Expedia. The company still charged us for a trip we didn’t take that they booked for Jan 8th yet we left the hotel on 6th Jan. I am still solving this issue with my bank here in Canada.