Check in and prior communication was very efficient. We paid for the heated pool which was nice except the pool was not cleaned on our check in day as told. There was dirt and large sequins laying all over the bottom along with and old ball stuck in the skimmer. I must say though this was the filthiest carpet I have ever seen even in a hotel. We were not about to have it cleaned during our stay so I reported on check out. The other issue is getting into the complex. Very chaotic and dangerous from the main road. Had to wait a long time every time we returned because they were not directing lines. I could not find any previous reviews for this property so I'm not sure how they came up with 5 star and excellent.