We fought a pandemic, boarder closures, cancellation of flights and original resort plans to celebrate our daughters 16th birthday as well as my boyfriends birthday. We came as a family of 7! Two privilege rooms and two standard rooms. Prior to booking we called and were told “Mexico is safe and our resort is fully running”. Day one and two were not great but decent. Attentive staff, all paid for accommodations and decent food. We weren’t expecting exceptional because of the state of the world right now. We were more than willing to sacrifice things just to be able to celebrate as we had planned. Once the resort started the process of shutting down our experience soured quickly. All privilege lounges, restaurants and amenities were cut without any information being told to the guests. Not even a note left on the shut doors. I tipped our privilege butler and asked for the room to be decorated with balloons etc. for my boyfriends birthday while we were at the pool, he took my money said that it would be done “no problem” and we never saw him again. Rooms were properly cleaned, however, severe standard items like washcloths were not replenished even after asking. Standard restaurants began to shut down and activities were cancelled, again with no information being given to the guests. We would stand outside of restaurants and they would be dark but no signs were on the doors nor were there staff to direct us. Then the shortage of food and proper cooking techniques began. They would have items on the menu that were not available and the servers did not inform us. They allowed us to order them and then brought us made up meals from whatever was left on premises. On several occasions our food was raw in the inside or over cooked and inedible. We resorted to room service in hopes that things would be better, we were wrong. We would order meals for each person in the room and only receive what they had with no exploration or apologies. Food that should have been throw out was being used in an attempt to stretch what was left. 4 out of my family members got ill after eating lunch at the same restaurant on day. While we are understanding of the limited resources and need to began shutting down amidst a pandemic, we are not understanding of the lack of hospitality, the carelessness, inability to communicate and horror or not following standard health and hygiene protocols. We were extremely empathetic towards the staff and still continued to tip generously with the understanding that they would be without work, even when the service was well under par. To say we were disappointed with the lack of hospitality would be an understatement! The resort having to close does not mean you leave the remaining guest who have already paid to fend for themselves and simply figure it out until check out. We too were facing a stressful time and some of us returned home to no job and the fall out of this pandemic!! Communication and common courtesy would have gone a long way!