"Highly Disappointing Stay Defined by Service and Amenity Failures

This review reflects a highly disappointing experience characterized by numerous, compounding failures across critical areas, including employee professionalism, housekeeping standards, and basic amenity provision. The cumulative effect of these issues severely impacted the quality and enjoyment of our week-long vacation.
I. Unacceptable Staff Interactions and Threats
The issues began immediately upon arrival with the bellman/baggage porter. While initially jovial, his demeanor quickly changed. Without any prior warning or cause, he aggressively stated that our family would "go to jail if we were loud after 10 PM," a completely unprompted and threatening comment. His attempt to instruct us to use a mini-fridge was confusing, as we already had one in our room. The final interaction with him was highly unprofessional: he became visibly upset and threw the tip back at myself and our two family members. We actively avoided this individual for the remainder of our stay due to this rude and unsettling encounter.
It is important to note that, aside from the bellman, the rest of the hotel staff (including housekeepers and front desk personnel) were generally good and appeared to be doing their best to assist us despite the evident lack of resources and severe operational constraints imposed upon them by management.
Critical Housekeeping and Supply Deficiencies
The standards for room upkeep and supplies were shockingly low, creating persistent discomfort throughout the week:
Towels: The bath towels provided were in horrible condition, featuring visible holes and being so thin you could see through them. We were never provided with hand washcloths or hand towels. When we requested just one extra bath towel, the housekeeper had to make three separate phone calls to receive permission, illustrating poor process control.
Toiletries: Despite repeated requests (twice), we received hair conditioner but never received shampoo. We also had to specifically ask for a bar of soap, which should be a standard provision.
Cleaning: The room was notably dirty upon arrival, and the floor was never cleaned during our entire week-long stay. A single dirty coffee cup left out on the second day was never removed or replaced with a clean one, indicating zero daily maintenance attention.
III. Systemic Amenity and Service Failures
Basic hotel amenities were consistently unavailable or delayed, forcing us to constantly chase down necessities:
Iron: We were provided with an ironing board but no iron. Despite asking three times for an iron, we ultimately gave up on the request.
Blanket: When we requested a blanket, we were initially told they had no staff available to bring it up. When I offered to retrieve it from the lobby myself, we were then told the staff did not have the key to the supply room and it would be delivered the following morning. The blanket was finally delivered on the third day of our stay.
Pool Service: On two separate occasions during the week, the hotel ran out of clean pool towels, which is unacceptable for a resort environment.
Other Services: The on-site store was never open for us to make any purchases, and there was no food or drink service available in the beach area.
IV. Food Service Observations
The food service was inconsistent. While the dinner options were delicious and the highlight of our culinary experience, the menu was plagued by frequent item and staff shortages.
Conclusion
This stay was marked by a cascade of failures, from threatening employee behavior and poor professionalism to severe and persistent deficiencies in housekeeping and the provision of basic amenities. Given the persistent difficulty in obtaining simple items like an iron, soap, and clean towels, and despite the hotel's great location in Nopolo, BCS, we cannot recommend this hotel. Significant management intervention is required to retrain staff and implement proper logistical standards, allowing the otherwise helpful employees to do their jobs effectively."

Norma Ibarra-Mazin

"Nice sized room. Really comfortable beds. Could be cleaner. Water never gets hot. Hot tub is cold. Location is amazing. We requested a bucket of ice from the bar and it was full of black stuff all over the ice. No cockroaches in either of the 2 rooms we stayed in. One tv was a smart tv, one was not. 3 pillows in one room, 4 in the other. Only sheets on the bed. They had blankets in the closet. Showers are big and nice."

Stacy Hjelmstad

"Beautiful hotel. There are beach lounges in the sand not beach beds. Bring bug spray there was plenty mosquitos not sure when the last time they fumigated the premises. Also the gym needed some cleaning. The bike machine was sticky like the plastic on it had begun to melt at one point during the summer. There was no AC remote in the gym. We worked out with the fan only."

Soul G