Avoid this hotel at all costs. Shady practices, poor service, and serious safety/health issues forced us to leave halfway and move to Excellence El Carmen, which was far superior.
At check-in, they lied about room availability to upsell us. Construction noise was constant, and the beach was unusable due to rotting seaweed they don’t clean (unlike other resorts nearby).
Our first room was filthy: broken AC, mold smell, cracked balcony glass, broken lock, stains everywhere. Despite multiple complaints, no one came to fix anything. We noticed guests with VIP wristbands got better service, even at the pool bar where we were ignored.
We escalated the issues for 3 days. The manager offered an upgraded room, VIP wristbands, and a beach dinner. The dinner ended with a waiter trying to serve bread from a plate used to stack dirty dishes. Then we got food poisoning from that meal.
The upgraded room was worse: broken door and balcony locks, mold, non-working shower and fridge, and it was clearly uncleaned after the last guest. Again, no help from staff. We left early, and while the hotel agreed to refund unused nights, they ignored Expedia until we filed a dispute through our credit card.
Terrible experience. Choose Excellence instead, it’s worth the extra money.