Disgusting rooms rude customer service
I used to stay at this hotel with my family when I was younger and always had a great experience, which is why we chose it to celebrate my dad's birthday. We booked three rooms, including paying extra for a beachside view for my parents. Unfortunately, that request wasn't honored, and the front desk never mentioned it. Instead, the staff was rude, tossed our room keys on the counter, and gave us no directions on where our rooms were located. The beach experience was even more frustrating. I tried to reserve a palapa, but the front desk told me to call the pool. When I called, I was repeatedly told everything was first come, first served, so we arrived at 9 a.m. expecting to find a spot. Instead, the entire beach was already filled with reserved setups—palapas, tents, chairs, and tables—yet many of them sat empty for hours. We found one open palapa, only to have another guest tell us they had reserved that specific spot, so we had to pack everything up and leave because there was nowhere else to go. It made no sense that so much of the beach was blocked off while paying guests had nowhere to enjoy it. Overall, what should have been a special family birthday trip turned into a disappointing experience. The customer service throughout the hotel was consistently poor, and the lack of communication and organization made the stay frustrating from start to finish. After this experience, my family and I will not be returning.