"Upon arrival, the toilet had blood stains, and the light switches were visibly dirty. The condition of the room did not meet cleanliness standards. We went to Casa Azul Restaurant for lunch and were seated right away, which was a great start. Unfortunately, we then waited about 20 minutes before anyone came to take our order. After placing our food and drink order, we waited nearly an hour and a half for our food. To make matters worse, our drinks didn’t arrive until after the food was served. The service was extremely slow and disappointing, which took away from the overall dining experience. Unfortunately, it was a very poor experience due to the service. We purchased the VIP package, but unfortunately there was no pool area reserved exclusively for VIP guests. On our first day, we couldn’t find any available chairs or loungers by the pool. On the second day, we went to the VIP lounge and observed a staff member placing towels on chairs to reserve them for certain guests in exchange for tips. This was very disappointing.According to the resort’s policy, lounge chairs cannot be left unattended for more than 45 minutes. However, we saw multiple guests leave their chairs for several hours and then return to them without any enforcement of the rule. This created an unfair experience for other guests who were unable to find seating. We expected better organization and enforcement of the resort’s policies, especially for guests who paid extra for the VIP experience."
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