6/10 Okay
Eduard
Jan 8, 2025
Liked: Cleanliness
Disliked: Staff & service
Overpriced. Needs much better management
Overall guest experience did not meet our standards for a 5 star resort. Our check-in was 2.5 hours late, due to what we were told was a faulty room issue, however it later transpired our original room was given to another couple who found the "isleta" rooms (there's a main island resort and a smaller island with a handful of rooms) too loud due to the party boat noise. We were told we were upgraded but in fact it was the opposite: the rooom was exactly the same but with loud noise, the "Isleta" restaurant aleo had significantly less choice than the main island. We always value transparency however felt rather betrayed the way the overall communication from reception was handled, no one at any stage apologised. The quality of the food was poor, fish was over cooked and pasta very over cooked, most dishes were poorly seasoned. For the price we paid for dinner (on average $150 USD per couple) was far too much for the quality we recieved. We felt the restaurant lacked a competent chef running the pass as we were shocked they allowed food to sent to tables like that. On checkout we had two spa treatments and a lunch meal on our bill which were not ours, it transpires it was the room who they swapped when we check-in but had still remained on our bill. Overall staff were very charming but serious lack of management and a competent executive chef. Be mindful of booking a room on the "isleta", the day boat partys are very loud and can still be heard is side cabins.
Eduard
Stayed 3 nights in Jan 2025