6/10 Okay
Mariam
7 Feb 2024
Liked: Cleanliness, staff & service, property conditions & facilities
This hotel was nice, area around was nice too. Bellboy Keny is the ABSOLUTE BEST! He was so patient, ready to help you with any and everything you need. My sister and I have nothing but good things to say about Keny and a few of the other staff. However, the housekeeping staff are thieves and the hotel so call manager and quote on quote security team and not worthless. My sister morning got stolen from her bag our last night at the resort when we went out to dinner. The one time she didn’t lock her bag up. We were assured that they had cameras set up, they will check and give us answers after breakfast yesterday. We can back from breakfast and you could tell that they had checked, knew who stole my sister money but the manager proceeds to waste our time claiming that they were still checking the footage from the previous night. He proceeded to play in our faces like we don’t know how checking video footage works. We give him a timeframe from 7:50- 8:50pm and checking that should not have taken as long as they dragged it. He kept asking what time is your flight because he knew we would not risk missing our flight and getting stuck in Mexico paying more money. He told us he was bringing the security team to our room to brief us on the outcome. We waited for over two hours, went downstairs to check out and get answers, it then he told us they were still checking the cameras. He lied to us the whole time because they didn’t want to accept and take lability for the theft. INSANE!