This will be a bit lengthy, but I'm going into the details I wish other posters would have.
To start when we checked in at the front desk with Jenny, we realized that not only were all of our rooms scattered around the bed situation was not what we needed, we asked if the rooms could be changed so that the right guests had the correct types of beds and they said that they couldn't do it. Finally, after speaking with someone else, it turns out the room numbers could be swapped between us. We were given our keys, room numbers and towel cards. That's it. No bell hop, no one taking you up to your room, she didn't even tell us how to get to our rooms. I had to ask her for a map of the resort and to please write where our rooms were located, with instructions on how to get there.
Once in the room I found that the lock on my door didn't work, but neither did the air-conditioning. I called and asked for maintenance to come take a look at it. A couple of hours later someone shows up washes the filter in my shower, leaving all that residue behind, and pops it back in. That didn't work, I called again and nothing. I went down to the front desk and they explained that they would send someone again. After coming back from dinner, the room was still hot, so hot that there were ants crawling all over the place, including the bed. I decided to go to sleep (on the very hard uncomfortable mattress) and figure things out in the morning. The next day I walked down to the front desk again and spoke with Kenneth who told me he was a manager despite only being a supervisor. Infact, when I asked if there was anyone else I could speak with he led me to believe that if he couldn't basically no one else could. I later found out there is a director, sub director and 2 general managers on location. The only solution he was willing to offer me at the time was to switch me to a room that was even further away from the elevators, ice machine and the rest of my family (we had 7 rooms) after checking it out I declined and asked if there was anything else he could do. There was a point where I almost started to cry out of frustration, finally he found a solution which was to put us in a room that would be ready by 3 pm that day, so essentially a full day of my trip was lost on this.
That evening we tried to go to one of the restaurants unfortunately as a group of 12 they explained that our only chance to get into one of the restaurants was to stand in-line at 5:30 in hope that they could get us in as the restaurants are first come first serve, but they're not really equipped to handle large groups. So, if you plan on doing any excursions during the day or you don't want dinner at 6 pm you probably won't be able to dine anywhere but the buffet. On our third day we split up I to groups to try getting into the Italian restaurant. We showed up at 6 had to wait around d with a buzzer until 7:50 (you can't go too far because once it rings you have 10 minutes to get to them or you lose your spot.) As we get there Weare told that the 6 of us would be seated at 2 separate tables. However, while we're waiting g someone shows up, asked the supervisor is they had a table for 4, at first, he said no, but then called her back and tells her to just come in. We literally watched them separate a table where our family would have fit together and sit these other people. This was the last straw; I went to the front desk to complain once again and this time I spoke with the female supervisor who was magically able to get us a reservation at the steak house for the following day. It was interesting that I had already addressed this issue with Kenneth and he would always tell me how reservations were impossible. That evening when we arrived to our new room (where the lock didn't work either, supposedly they get distorted when housekeeping keeps the dead bold open to hold the door ajar while cleaning. No one in my party had a lock that worked at this point.) There was a letter that I'll be posting here, and while they claimed the reservation was a curtesy, the ending read very much like a warning, maybe even a threat. Essentially if we mentioned it to anyone, we would lose the reservation, if we're were slightly late, we would lose it. Funny enough we were early and the hostess just kept repeating that my reservation was for 7:30 pm.
Like everything else in this resort, the air conditioning in most of the rooms doesn't work. The one in my room completely stopped working on our last night there. We had to be up by 5:30 am and when I called, I spoke to Ariel, I explained that the air conditioning wasn't working and he told me that maintenance had left for the night and the best he could do was move me to another room. Considering it was late and my early morning the next day, that wasn't going to work, I essentially wouldn't have had time to sleep. I later called and told him that there was a weird burnt smell coming from the section where the fridge that leaks was. Once again, he told me maintenance was gone, I expressed my safety concerns given that some of the outlets look like they've had shorts, or are missing. I'll post pictures of that as well. And he said he'd see if o e of the cleaning people could pass by to check. No one came.
On the overall the entire resort is hot, even some of the staff said that they don't really turn on the air conditioning and when they do it's really low. It's so bad that I have pictures of the flies on glasses and plates in the inside dining area of the buffet, you have to eat while shooing the flies away from your food. The showers are very dangerous, they're high, the divider it thick, the inside of the tub is narrow and curved so it's hard to stand in them. My mom is 80 and getting g her in and out was scary. Even two of the younger people in my party were injured while getting in. The glass topper on the furniture slides around which almost caused my mother to fall because she placed her hand on the night stand while getting out of bed for support and the glass just slid. Every time you flush the toilet the entire bathroom smells like a sewer. There are no railings on any of the stairs and a very steep hill to get to the pool. The floors are super slippery. Even during thunderstorms, they don't put out any of those rubber mats on the floor making it a fall risk. The front desk staff isn't very helpful, they seemed annoyed that you would even show up having basic expectations. The beds are rock hard, even the pillows are uncomfortable. They shove them into cases that are too small making them super hard and like a cylinder shape, I asked if they could change pillow cases and my request was denied, they said all the cases were the same size even though I have pictures proving that's not true. There were stains on the sheets that were never changed and one day I found a dead bug that could be a bed bug on my sheets, I moved the bug to the dresser for a better picture which I'll include. And probably the worst part is that my mom's gold necklace went missing from our room. In an attempt to get them to return it I even called guest services and told them that maybe it had been lost during the room change, hoping it would be returned, but no luck.
If you value, safety, comfort, or good customer service don't stay here. There is no respite from the overwhelming heat and no comfortable spaces. They don't even have room service; yet you're not allowed to take food out of the lunch buffet.
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