DENNIS W.

I travel to Mexico three times a year and usually in the summer. By far, this has been the worst experience I've ever had. The customer service is horrendous. We were here as a party of eight for my parents' 50th-anniversary celebration (vow renewal). From a horrible experience at check-in where they didn't recognize the upgrade, we paid for three days into the five-day trip. The leaking ceiling in one room. On the first night, with zero air conditioning and a musty smell, to be told by a supervisor that they knew the room hadn't been used because there was an issue with the air, yet they put us in it anyway. Ridiculous! Of the five rooms we booked, three had to be moved … 60% of the rooms, that's unbelievable.
My daughter had a lizard on her bed two days in a row. On three days the rooms were not cleaned until after 4 pm, which is when we were back showering after being out all day and preparing for dinner. I booked the entire vacation for our party of eight, yet all of the apps and other information were attributed to my brother - so room service requests, towels, and maintenance all WENT TO HIS ROOM … EVEN AFTER HIS ROOM WAS MOVED. A complete mess, and they never figured out why for the duration of the trip. Ridiculous! The entire experience was dreadful. I am no rookie in this area in fact have stayed in the city of Akumal multiple times and dozens of other places throughout Mexico (Cancun, Riviera Maya, Cabo, Acapulco, Mazatlán, Cozumel, Puerto, and Nuevo Vallarta) so I have a clear understanding of the service in these areas and what should be expected. When we asked for rooms to be changed or moved, we were told that wasn't a possibility. Yet, I talked to other guests; some had been moved for the same reasons. This was an extremely poor experience and ruined what was supposed to be a great anniversary experience for my parents, who had never been here before. This was a SIGNIFICANT expense that I should have put towards another resort.
We encountered one very apologetic guest services person, which I appreciate, but other than that, there was no mention of refunds or services or anything. If you have money to spend and want a great vacation - consider spending it elsewhere.

The only reason why I gave this resort two stars was because the ladies at the wedding coordinator's office were excellent! Unfortunately, that was not enough to
Supersede the rest of this debacle.