I chose this resort based on the positive reviews, but unfortunately, my experience was very different. I traveled with my daughter, and from the moment we checked in, the service was disheartening. The front desk staff was not welcoming, and instead of assisting us with our luggage, we were told to retrieve our own bags from a locked closet—something I’ve never experienced at any resort.
Throughout our stay, we felt unwelcome, especially at the dining areas and poolside. The servers made it clear they didn’t want to serve us, and we were met with unfriendly stares and negative body language. I even had to call guest services because our room was not fully ready upon arrival. I reported several concerns about staff behavior, and although they apologized and said they would send something to our room as a gesture, nothing ever came.
I'm currently in the process of buying property in Mexico, and while my Spanish is still improving, I tried my best to communicate. Still, I felt like the staff was annoyed by my presence, which was incredibly disheartening in a place I consider a second home.
On top of that, the shower and sink in our room were clogged, and to make matters worse, we saw a homeless man bathing in the kids’ pool. The lack of security throughout the property made us feel unsafe. The constant stares and cold treatment from some staff made me feel intimidated and uncomfortable, almost as if I was being bullied.
This was not the relaxing or welcoming experience I ha