4/10 Poor
Melissa
Travelled with group
29 May 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall I was disappointed in my stay and would not be returning to the property. I am not sure how this hotel received a 5 star rating, it is a 3 star at best. The room was not ready until 3p (arrived at 1p), however I do believe that the room was ready at my arrival and the hotel practice was to have patrons wait until 3 (or later) to actually get their room key. I ended up having to call housekeeping as soon as I entered my room as my sheets and top cover contained stains. I also noticed when they were changing my sheets that the mattress cover itself also was stained. The drapes were stained. The floors were fifthly, I had on white socks and they were almost black after walking on the floor for a short time. Most of the metal fixtures were rusted including the shower fixtures. The tables and sofa in the room were also dirty and as I was able to clean them with a simple Clorox wipe, it leads me to believe that housekeeping never attempted to clean those areas. Overall the rooms were not very clean and needed updating.
Service also needed to be improved. Any type of room request took a minimum of 45 mins. Bartenders at the pool areas ignored you most of the time and would often have one person working to service a pool full of guest. Pool chair cushions were also very dirty.
The beach was also completely unusable due to Sargassum algae. Guest needed to go to the sister property for any clear water. Food was also lacking quality.
Melissa
Stayed 4 nights in May 2024