8/10 Good
Lisa Marie
Travelled with family
9 Mar 2025
Liked: Cleanliness, amenities, property conditions & facilities
Our first several days started out wonderful! Amazing service, beautiful property, delicious food. The last few days we saw a drop in service. Housekeeping took our dirty towels but didn’t replace them, no toilet paper, body wash, shampoo were refilled. Most of the food was amazing and Xin-GAO was our favorite by far. La Cantina was a let down. Food was dry and not appealing. Finally, very poor experience at the pool our final full day. The restaurants were busy so my son ordered pizza to room service. We had seen people eating some of the food that was pool side (crepes, tacos, ice cream) and even watched people bring dripping ice cream cones INTO the pool. So we didn’t think it would be an issue for him to eat a slice of pizza pool side. We were scolded and told this is prohibited, so we immediately apologized and said he would take it back to his room to finish. The server then went and told the lifeguard even though it was already dealt with and we were scolded a second time which was unnecessary. The server then got all the other servers together pointed at us and then he came back over and told us we were getting a warning and were scolded a third time. They stopped serving us. My son had left to handle it within 2 min. Was an extremely rude and excessive reaction especially given there no signs that say no food poolside. When we told the front desk about the incident he told us, “You are in Mexico and we have rules too”. Rude and dismissive of our experience.
Lisa Marie
Stayed 5 nights in Mar 2025