Ratings based on 2,227 Guest Reviews
Hear it directly from our travellers
4.4 Room cleanliness
4.3 Service & staff
4.1 Room comfort
4.1 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Mar. 31, 2024
The all inclusive was limited in the verity of food they offered, and were constantly running out, the staff greeted you then forgot about you. Not enough towels for the pools
Comment from Hotel Management
Apr. 1, 2024 by Guest Service Center Management, Hotel Management
Dear Chadi,Thank you for taking the time to share your review.We are truly sorry to hear about your dining experience and the towel availability at our pools. While we strive to maintain a harmonious balance with our environment, ensuring an inviting and carefree experience, we regret that we did not fully meet your expectations in these areas.We hope you will come and stay with us again. Best wishes,Guest Service Center Management
by A traveller
Posted Mar. 3, 2024
Comment from Hotel Management
Mar. 8, 2024 by Guest Service Center Management, Hotel Management
Dear Michael Paul,Thank you for sharing your experience with us.We are happy to know you had a great time at our beautiful resort while you were pampered and taken care of by our amazing staff. We would be honored to host you again to continue exceeding your expectations.Best regards
by A traveller
Posted Feb. 5, 2024 on Expedia
All the staff is very polite, kind and attentive. They greet you with smiles and always helpful. Rooms are spacious and maintained quite well. The reserve section gave us the quiet stay in the evening and access to adult only facilities.
Comment from Hotel Management
Feb. 6, 2024 by Guest service center management, Hotel Management
Dear Eunsook,Thank you for taking the time to review your recent stay.We are overjoyed to hear that our team's polite and attentive nature contributed to your positive experience, reflecting our commitment to respectful and sophisticated hospitality. Your appreciation for the spaciousness and maintenance of our accommodations inspires us to continue providing a luxurious and harmonious environment for our guests. It is wonderful to know that The Reserve section offered you an elegant, carefree retreat with its adult-only amenities, allowing for a relaxed and inviting atmosphere.We look forward to seeing you again in the future. Best wishes,Guest service center management
by A traveller
Posted Feb. 5, 2024 on Expedia
Nice and safe place for vacation.
Comment from Hotel Management
Feb. 6, 2024 by Guest service center management, Hotel Management
Dear Nazmul,Thank you for taking the time to review your recent stay.We are thrilled to hear that you found our haven of luxury to be a nice and safe place for your vacation, where the tropical allure of our surroundings could be fully appreciated. Your commendation on our room cleanliness and service is truly inspiring for us, as we aim to offer an experience that is both elegant and carefree. We notice your room amenities rating reflects a great, yet not perfect, experience - we are constantly striving to provide sophisticated and harmonious amenities that cater to the needs of all our distinguished guests.Though we see that our overall hotel condition did not quite meet your expectations, we take pride in our commitment to an inviting and respectful ambiance, and we are continually mindful of enhancing our guest experience in all aspects. Should you wish to share more about your stay, we'd love to hear how we can make your next visit even more memorable.We look forward to welcoming you back.Best wishes,Guest service center management
by A traveller
Posted Feb. 5, 2024 on Expedia
We arrived and they did not have our room ready and tried to provide us with a different room that would not work out. After around 20 minutes they said they will give us a room with a king bed. Prior to our arrival I had spoken to the hotel and confirmed the room along with a request to have a crib and something in the room for my husband since we were celebrating his birthday. Even with me confirming this prior to our arrival, none of that was provided to us. We arrived in our room and our door was broken, mold in the bathroom, and door frames were all broken. I notified the hotel but they did not take action. Dining is very limited. Restaurants open at 6pm and the only thing open is the buffet and the taco restaurant. Two of the restaurants you have to pay extra as they are not included in the all exclusive. The staff did not speak English. Only the front desk. Every person I spoke with only spoke Spanish. Thankfully I still remember some Spanish from my school days and I was somewhat able to communicate with them. I asked the staff for a wooden spoon for my infant so I may feed him. It would of been great if they provided me with a spoon however every single worker took me to another worker who said they don’t have one even though the first day I got one from the buffet. Our trip was for 4 night. But we left after 2 night. Terrible. Would not recommend. Hotel did not provide any type of refund even with complaining&providing pics of our room.
Comment from Hotel Management
Feb. 6, 2024 by Guest service center management, Hotel Management
Dear Fiuneh,Thank you for taking the time to share a review.It is disheartening to hear that your experience did not match the luxury and elegance we strive to provide. We are sincerely sorry that your room was not ready upon arrival and that you did not receive the crib and birthday arrangement as expected. It is concerning to learn about the condition of your room, including the door and bathroom issues. While we offer a harmonious blend of nature culture decor and sophisticated amenities across our accommodations, it appears we fell short during your stay. Our team values every opportunity to ensure our guests have a carefree and inviting experience, so it is disappointing to learn about the communication challenges you faced. We appreciate your understanding that our diverse dining options, including the tantalizing dishes at our Sal Steak Cave and Malva Food Bazaar, are designed to cater to a variety of tastes, though we regret any inconvenience you experienced with the restaurant availability. We embrace the tropical beauty of our surroundings and aim to provide an immersive experience that is always relatable and mindful of our environment. While we ca not change the past, we are continuously learning from our guests' experiences to enhance our service.Guest service center management
by A traveller
Posted Feb. 4, 2024 on Expedia
Comment from Hotel Management
Mar. 22, 2024 by Guest Service Center Management, Hotel Management
Dear Henrik,Thank you for sharing your experience with us.We regret to know your stay was not ideal ant that the service and attention provided did not surpass your expectations. We would have loved to know more details on the areas and services you feel we should improve. Still, we invite you to visit us again so we can show you the changes we are constantly making.Best regards.
by A traveller
Posted Feb. 4, 2024 on Expedia
Pros:
I liked the area of hotel, the beach and pool side. Hotel’s staff are very friendly and helpful. There are lots of food choices and very important thing that there is a coffee place 24 hours with a very good coffee and very delicious carrot cake.
Cons:
Very load music from 8pm to midnight. If you are here to relax do not recommend because can not sleep until midnight. Because of this issue I will not go back to this hotel even though it has many other good things. And also I did not like the taco’s place. It has bad tacos and very poor customer service. On Saturday night there was an event for people out side of the hotel ( not for the hotel guests) very very loud music again and so annoying for hotel guests. Inside of doing something for hotel guests there were doing something for promotion and things like that. Over all I do not recommend.
Comment from Hotel Management
Feb. 6, 2024 by Guest service center management, Hotel Management
Dear Aryo,Thank you for taking the time to share your feedback.We're thrilled to hear you enjoyed our tropical beachfront and pool, as well as the inviting 24-hour coffee place with its delightful carrot cake. Our team is dedicated to providing a sophisticated level of service, and we're glad this resonated with you. It is regrettable, however, that the vibrant evening entertainment did not align with your preference for a more relaxed ambiance. While our evening events are designed to create an inspiring atmosphere, we understand that tranquility is paramount for some of our guests, and we aim to maintain a harmonious balance. We also take note of your dining experience at our taqueria; we typically pride ourselves on diverse culinary offerings, including the sophisticated Sal Steak Cave available for our adult guests seeking a luxury dining experience. Rest assured, your feedback is invaluable in ensuring we maintain an environment that is always relatable and respectful of our guests' varied tastes.Guest service center management
by A traveller
Posted Feb. 4, 2024 on Expedia
Everything
Comment from Hotel Management
Feb. 6, 2024 by Guest service center management, Hotel Management
Dear Fariha,Thank you for your positive feedback.We are delighted to hear that we met your expectations; this positive feedback inspires us to continue upholding our high standards.We hope to see you again soon. Best wishes,Guest service center management
by A traveller from Lake Alfred
Posted Feb. 4, 2024 on Expedia
Comment from Hotel Management
Feb. 5, 2024 by Gex Service Center Management , Hotel Management
Dear Deborah,We are grateful to you for choosing us as a destination to enjoy your days of relaxation. We appreciate your positive score about your recent stay.We look forward to welcoming you back.
by A traveller
Posted Feb. 4, 2024 on Expedia
It is like living in paradise!
Comment from Hotel Management
Feb. 9, 2024 by Guest service center management, Hotel Management
Dear Atiqur,Thank you for taking the time to review your recent stay.We strive to create a memorable experience for every guest and are delighted that you had such an enjoyable experience with us. Your mention of our dedicated team members will encourage us to continue upholding our high standards.We look forward to seeing you again in the future.Best wishes,Guest service center management
