Our stay was disappointing from the start. We were told at check-in that the kids club required reservations due to limited staff—something never communicated beforehand. It also wasn’t on-site but at another hotel (Palmar), requiring a trolley ride. Despite multiple attempts, I could never reach anyone to book it, so my kids missed out.
We also paid an additional $2,000 for the “all-inclusive” package, which was not included in the original booking price as expected. Even more frustrating, they charged full price for our 3-year-old, which felt unreasonable.
After a long travel day, we were approached by a timeshare representative. When we declined, she responded rudely, questioned us, and walked away with our welcome packet, which had important information about restaurants and shows. The front desk later told us only the timeshare staff could replace it—and they weren’t available.
The minibar, advertised as part of the all-inclusive experience, was not maintained. It was supposed to be refilled daily but was only restocked once during our 6-night stay, despite requests.
We also had an issue with an excursion booked specifically for our young kids. We chose a pirate ship but were placed on the wrong boat and had to argue with proof to fix it. The hotel activities office made the mistake.
Also note that the swim up bar is only available to Timeshare holders only. Restaurant wait times were 1+ hours as well.
DO NOT RECOMMEND and will not be returning.
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