Location and food was ok. Sport option were also good.

Personnel was highly demotivated, food was missing in several moments of the day, animation staff lacked animation spirit, thry were very demotivated to do their job... hotel is missing maintenance.

Food, accommodations, beach The waiters & waitresses in cafe of the palace very Courteous& helpful. My room was always tidy Reservation desk was very good, in person, claimed they didn’t understand English over the phone.

The moldy smell in the draws&room/affected my sinus

The beach

the sheets smelled damp and had holes, the air conditioning did not freeze enough, the water in the bathroom did not go away and the staff was not very friendly

the customer service the food 🤤

everything was good

convenient friendly beautiful lots to do

making dinner reservations- the times were full when we arrived and the only options were late at night. it would be good to allow guests to schedule prior to arrival in order to secure spots.

location

had to always ask for cleaning the room which was not done until late in the afternoon. Rooms need to repaired and renovated

In general the service is good. I want to highlight Isamar in the coffee shop, Teófilo in the Il Palco restaurant and Tony, a bar supervisor at one of the pools.

At our arrival we wanted to change our status to VIP by paying the difference and they told me that they did not have that option. Then we discover that it does exist.The beach had a lot of algae due to the hurricane that had recently passed. I had requested a room with a king bed and was given one with two queen beds. Despite the building being brand new, a lot of water got in after a heavy rain and we had to call them to dry the puddle of water that had formed under a window that was completely closed. The bathroom door did not close properly and all this despite being a new building. During our stay they were installing the elevator and there was noise all the time, hammers, drills, different heavy machines which made it impossible for us to rest. There was no water or soft drinks in the minibar, no coffee maker, so we had to call and ask for everything. They charge for the use of the safe that is in the room. When trying to book at the a la carte restaurants we were told that everything was full and that we only had to go to one. We booked at Il Palco and when we arrived it was almost empty and it was like that all the time. In general the hotel is not bad, but I think it needs a lot of improvement. The check-in and guest services staff must improve. Customers are there to spend a few pleasant and restful days, not to be told no to everything and put in unnecessary impediments.

clean friendly

bed mattress to hard not comfortable