Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
3890 reviews
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Apr 01, 2025Very surprised and unexpected!
Hotel was beautiful but as days went on we had a flooding issue with our stand up shower area. The rubber didn’t seem to have been maintained and the way the shower was built it should have a slight slope to not allow water to seep out. The entire sink / hallway area was flooded. After two days in our hotel my husband went to the front desk and swapped us out to another room. When we get in to our room my dad used our restroom and complaint about a urine smell around the toilet. It’s like when nasty people pee on the floor instead of the urinals or toilet and let it sit there for days. My dad ended up taking a small towel and scrubbing around the toilet area and it was all yellow. They did not do a very good cleaning job. I left it as is until the next day to see what the cleaning people would do and it was still the same but now the stand up shower didn’t have the problem like previously. I just sprayed alcohol around it until the day we left. Making reservations at any of there 14 restaurants was out of this world. if you were not a “Diamond Club Member “ you had not dibs on anything. The people at the desks were always so cheery in helping you get your questions answered but that’s how they suckered you into attending their. “Breakfast meeting”. At that point they tell you to try logging in on their app at Midnight but that was all BS. We ate at the buffet hassle free everyday where they had variety. I went onto the beach with my family that included my elderly parents and my dad tried getting on their comfortable cushion layout chairs and he was asked if he was a diamond club holder because if not he was not able to utilize the chair with the cushion. Only the ones without the comfort. CAN YOU BELIEVE THAT?? What resort in their right mind would do something like that without exposing their rules and regulations????? Why vacation where it’s not equal for everyone. I’m so furious on how segregated this hotel is. The last two days at the resort a baby crocodile appeared swimming at the beach. Everyone had to get out and not allowed in. Apparently this beach was built on top of a swamp where crocodiles still live. Their branded and family remains once in a while they come and play :-) The servers are hard workers and make your day better in servicing your needs. The resort ran out of towels for two days like HOW??? Not enough chairs in the pool area for the amount of people they have. I was NEVER able to get a chair in the pool area unless you woke up at 6am to place towels on it. INSANE……… Despite us going during Spring break the crowd was nice and well behaved. The reason I give this resort a 3 its for food and the extra mile Emit and Fabiola took with my parents reservation that was not found and only after two hours it was located at their sister hotel next door. Go figure! It wasn’t my agent for sure.
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Apr 01, 2025Raul is the best
Great resort, food is excellent. The tacos at the buffet were great. Our Diamond Club butlers Ronie and Diego made our experience wonderful. The standout service wise was absolutely Raul at the diamond club beach bar. He truly cared about what he was doing and it stood out. He made our trip amazing and was incredibly friendly. Thanks Raul!!
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Apr 01, 2025Excellent All-Inclusice Family Resort Experience with a Few Provisos
One of the nicer Caribbean family resorts we have visited over the past ten years. Beautifully laid out and maintained, well-presented and courteous staff, terrific entertainment, great buffet dining experience, and a good range of onsite and off-site activity venues including their water park. Issues: 1. The Premium Ocean View Suites we booked came in two formats - 1 King + Hide-A-Bed or 2 Queen + Hyde-A-Bed. Despite booking three 2 Queen + Hide-A-Bed rooms in advance by 10 months we were informed that they didn't guaranty same upon arrival and that we must accept what they gave us on a first-come-first-get basis. Instead of getting the requested three 2 Queen + Hide-A-Bed rooms we we giving a 2 King + Hide-A-Bed and one King + Hide-A-Bed. When we pointed out to them that this didn't suit our family structure at all they basically informed us that there was nothing they were prepared to do to address this issue - even when we asked for management involvement. So we had a mother being forced into sharing a bed with one of her teenage sons for 10 days. She was not a happy camper! And we witnessed the hotel staff informing newlyweds that they had to accept a 2 Queen + Hide-A-Bed room instead of the King they had requested. The alternative we were all told, was to check-out the next day before 12:00PM and wait to see if something appropriate became available after 3:00PM. If it didn't, we would face the possibility of not having a room at all and given that the hotel was fully booked this was indeed a possibility. Unbelievable! 2. As with most Caribbean resorts during peak season, they have a major issue with selfish guests laying claim to pool-side and ocean-side seating at multiple venues at once leaving many guests with nothing. We witnesses one family of five who circulated between the beach, central poll area and water park each and every day with five seats secured in each using towels, clothing and water/beach apparel and toys locking up a total of 15 seats throughout the day. Patently unfair! We were told the resort had an unposted rule that more than an hour away from any seating enabled others to occupy those particular seats as they would then be deemed abandoned. Unfortunately the resort doesn't appear to enforce this rule to the detriment of many of their guests leaving it to the guests to sort out. We witnessed a number of heated arguments between these 'entitled' (upon their eventual return) and those who just finally got fed up and took over clearly abandoned seating. The onsite staff were of little use when these scenarios unfolded - apparently lacking the confidence and/or authority to intervene. 3. Their specialty restaurants were virtually impossible to access you are a Diamond Club Member or have indicated that you are interested in becoming a Diamond Club Member. Non-Members had to book same in-advance online but the minute they were supposed to be available to book (day of after 12AM Midnight), they were Sold Out. The two we were eventually able to get into with the assistance of a Diamond Club membership associate (they are deceivingly identified as a Customer Service Representative) had abysmal service - up to 50 minutes just to get a mediocre salad followed 30 minutes later by a forgettable and undercooked main course and we didn't wait for dessert. In the end we focused upon going to the main buffet dining room, which was actually quite good. We think it's essential that the resort address the foregoing to ensure a satisfying and compelling guest experience - that will then hopefully be shared with others. Out thoughts.
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Apr 01, 2025
Newer resort, they all have flaws
Opened in late 2022, the resort is fairly new. You can read all about the positives, I'll give some negatives that we experienced. 1) Check-in sucks. It's anywhere from 30-45 minutes after you start talking to someone at the front desk. It's painfully slow on a day when you have travelled a long way. 2) $30 USD per person environmental tax to be paid at check-in 3) Pool loungers are near impossible to get. I went down at 6 a.m. one morning to put towels on chairs. If you don't, almost zero chance you'll get one. 4) A la cartes pretty well need to be booked two days in advance, and they open up at midnight. So, we booked ours at 12:01 a.m. every night. 5) Room showers will literally flood the hallways if you don't stuff a towel around the base of the door. Happened to us, and could see where it happened to others many times. Poor design. Wifi is strong, food is good, workers including grounds crew do a tremendous job. Stocked mini fridge daily in your room with soda, beer, bottled waters. The pictures make the resort look huge, it's big but we have stayed at bigger and was easy to get around. We would come here again
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Apr 01, 2025Would not go back
Make sure you get Ronnie as your butler (if you go with Diamond Club). She is the absolute best. very helpful with booking dinner reservations etc. On the other hand, if you get Diego, ask to switch immediately. He was absolutely atrocious with the very limited amount of requests we made. Unfortunately due to our experience with him, we would not go back to this resort.