The resort fell short of our expectations for an all-inclusive luxury experience. The security check was informal, with no welcome or directions. No valet parking or proper luggage handling was offered, and luggage was left unsecured in a shared room.
At check-in, we learned our room wouldn’t be ready until 3 p.m., which was fine. However, walking around the facilities, a staff member rudely informed us we couldn’t use the pool beds or premium drinks because we weren’t Preferred Club members—making the “all-inclusive” feel misleading.
The front desk had also mishandled our reservation, confusing it with another guest’s. We reluctantly paid $315 for a Preferred Club upgrade due to my wife’s birthday, but the benefits were poorly explained. The room was spacious and clean, but we found a cockroach and had to call maintenance to fix the Jacuzzi.
The facilities appear outdated, which doesn’t align with luxury standards. Among the restaurants, Portofino was the best, while the Mexican was the worst—serving Tacos al Pastor with uncooked tortillas. Broken furniture and unclear policies about bookings and dress codes added to the frustration (this was for other hosts; we read it on the app).
Room service and the app were excellent, but the staff’s unhappiness was evident. One employee shared that they only see their child once a month, which is heartbreaking.
Overall, I cannot recommend this resort or consider it for future travel unless significant improvements are made.