"The property itself is beautiful, with lovely scenery, wildlife, and pools. Unfortunately, the beach, as many reviews mention, isn’t worth the trip. The food was some of the better I’ve had at an all-inclusive, but the service from check-in to check-out was disappointing. Except for the wait staff they were amazing.
The concierge service especially needs improvement. I felt confused and uninformed even before arriving. Since I was traveling with my 11-month-old twins and mother-in-law, I called a week ahead to arrange dinner reservations after reading that restaurants book quickly. I was told they would reserve one of my restaurant choices and that I could make the rest upon arrival. No reservation was actually made, and once we checked in, it was extremely difficult to get dinner reservations for the week.
Once we arrived, we received very little information about the resort, no welcome package or guidance. I also upgraded to a presidential suite because our original rooms were far apart, but the rooms were not very clean which remained an issue throughout the stay.
The next morning, I received a call apologizing for the missing welcome package and was told one would be waiting at the lobby. When I went to retrieve it, the staff had no idea what I was referring to.
Overall, the property has a lot of potential, but the service, communication, and organization need significant improvement."
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