location, cleanliness, good access to the beach

pricey breakfast

Location

Not able to take drinks or food and no room service available

The location is good and you can have access to the beach quickly. There is a variety of food in the restaurants and the bars offer drinks all the time.

The staff is lousy, they do not have good customer service. I had many arguments with the staff because of the bad service. The room was in poor condition and they had to go twice to fix things like the sink and the towel rail. They offered us the all-inclusive service and we paid for one day, they promised us a dinner and then they said that there was no more room, finally after a lot of arguing I was able to have dinner. There is a private beach club that we paid for, they told us they would respect all inclusive and it was a lie, the club manager was very rude and we had to ask for a refund. I went on vacation to relieve stress and I got more. I DO NOT RECOMMEND THIS HOTEL AT ALL.

the quality of the rooms X price

the quality of the property X the price

Some of the staff really nice,. Good amenities and comfy room

Some staff rude. Everything available for purchase is ridiculously expensive including water, yet they have a no outside food and drink policy. Gym is really bare

We liked the pool, the location.

We did not like the beds, we did not like the fact we could not bring any drinks to the room. You should add more food to your Manu.

clean pools

nothing

Location

Restaurant

Breakfast was good. Location was wonderful.

They overcharged us they did not put the rooms close to each other. There was mold in the room desk had a very bad attitude. They were not accommodating to our needs housekeepers wonderful restaurant, wonderful other staffs or wonderful room smells like mold when I asked to get moved front desk said to no that’s what I requested the type of room, I would not recommend this room to anybody and I would not be staying there again They wanted to charge for everything for an extra person for losing the key for losing the bracelet. Everything was an extra charge.

The rooms are large, all the hotel is spacious and clean.

- The administrative personnel is not competent. There is no description of the services available in the rooms. - The minibar never worked and the maintenance personnel refused to change it (they pretended it worked when it obviously did not work). - The room telephone stopped working after 24 hours. After it was “fixed” we could only call “0”. - There is a (good) Italian restaurant in the hotel. Its existence is not announced. When you discover it, the administration refuse to let you in if you do not have made a reservation made 24 hours in advance. Even if the restaurant is half empty, you need a 24 hour reservation. - I had a two week reservation. When I arrived I tried to shorten it by two days. This was flatly rejected: you have paid for two weeks, you would never reimburse you. The reason invoked: Booking.com would not allow it. I contacted Booking and I was told this was a matter to be resolved with the hotel.

everything

Great view from all the rooms, you can enjoy the sea. The food at the restaurant was good and included several options. It has many pools, so there is space for everyone and direct access to the beach!

The service at the reception was not good. There is no orientation for WiFi, towel services, and explanation about our rate. The luggage takes so long to arrive in the room.

I really appreciate the level of service in the dining room; the staff was very pleasant. Next, I also appreciate the extra mile Gabriel (the tourist planner) offered when I left the hotel to take my bag to the taxi at the end of the hotel driveway. The New Year's Eve pirate inspired theme was truly beautiful.

I didn't like that the hotel lacked sufficent hot water for bathing. My showers were luke warm, which wasn't desirable for the duration of my visit. The hotel elevators stop working at one point and I had to climb the stairs to the top floors for two days.

this time I was very disappointed on how the property looked, it needs a lot of work and cleaning, mold in bathroom, door didn’t close in bathroom, allowing water to be spilled out, water stains on bathroom ceiling and dirty comforters, overall a lot improvements needed

the location is the only thing I liked

Lack of customer service from the waiter in the Caracol restaurant