"The bartender at the pool (Raymundo) was excellent. He was very polite and very attentive however he could have had some assistance during the high visitors in the pool. Also Roberto (waiter) at the beach was very friendly and accommodated us well.
Visitors need to be aware that this hotel was about 15 minutes out of the town. It’s a beautiful place to relax."
"The property is lovely, clean and near everything you’d want. The rooms are clean and well maintained. My beef is with the fact that I booked the “Master Suite” that looked like two rooms with single large beds, a big sectional type couch, and a kitchen with a long bar/island. That’s not the room I ended up with. When I brought it up with the front desk, the pointed me to the room description. To me, the room I see in the purchase, should be the room I get. With that said, we would stay here again, but I’ll understand I’ll likely not be placed in the room I see in the picture. PS: the restaurant on site has a DELICIOUS fish dish made with Carrillo. CHEFS KISS!"
"The hotel was clean and ready for check-in, which we appreciated. Unfortunately, several service-related issues significantly impacted our stay.
One recurring challenge was obtaining additional towels beyond the allotted amount per room. While not a major issue on its own, it became frustrating throughout our visit.
The biggest disappointment was the rooftop restaurant. The service was consistently poor, and the staff’s lack of friendliness matched the overall experience. When we brought our concerns to the attention of hotel management, we were told that the restaurant was independently contracted and that there was little they could do to address the situation. As a guest, that distinction shouldn’t matter—the restaurant is part of the overall hotel experience.
Additionally, we were informed that the restaurant remained open until 11:00 PM, with food service available until 10:45 PM. However, on multiple nights, the staff had effectively shut down operations by 10:10 PM and showed no interest in serving food or even drinks despite being well within the posted operating hours.
A property that presents itself as a four-star hotel should deliver a consistent level of hospitality and service across all guest touchpoints. While the accommodations were clean, the lack of service and accountability fell well below expectations."
"Property is very clean and well cared for. Staff was very helpful. The rooms are very small, which is fine, but they could use some additions to help guests store their belongings. Some hooks on the wall in the main room and bathroom are needed. Also, the location is great for the convenience, but can be a little noisy at night because of the music from the theme park next door."
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