Erica G.

We have been to this resort many times, and we had a fabulous time! NOT THIS TIME! Horrible experience, waste of money and being charged for services we were told were free. Please Read on...

The 1st issue was the room they put us in was not what we had paid for and the air conditioning in the room wasn't working. They gave us a run around for 2 days. We reported this problem to the people at the front, and they gave us a hard time, so we asked to speak to management to get our room changed. We finally got hold of the management, and they said that they didn't have any other rooms available right now. They told us to come down the next morning, and they would get us a new room.

We headed down in the morning like they said, and once again no one knew anything about what was being discussed. They said to call back later and talk to the manager. Later, we called the manager, and he said that there were no rooms available at that point, but they would be later. He then asks us to repack everything in the room and bring our luggage back downstairs. The day goes by and there is still no room for us. Eventually, they give us keys to a new room. We walked into the room and someone's stuff was already in there! We have a video of this! We went back down there and told them that they had given us a key to a room that was already occupied! We waited around for another couple of hours until they found another room. At this point, we are fed up and upset because we are here on vacation and these people are giving us the run around.

Eventually, a manger (Rafael Castro) reaches out to us and apologies for all the inconvenience. He says that he will upgrade us to a premium service, due to all the issues that have taken place. He takes our bracelets off and replaces them with the new premium service bracelets. He then tells us what is included in the service. One of the perks was free services at the spa. We specifically asked him if massages were included. He told us not usually, but he will make an exception, since we had such a rough start. He says that he will let the spa know, so when we arrive, we will be all set.

During the visit, we had 2 massages on different dates. The spa people were aware of the arrangement because it was noted in the system. They gave us papers to sign. We refused to sign them at first because it was saying that we would pay for them. They reassured us that this was protocol, but we would not be charged due to the arrangement we had with Mr. Castro.

As we checked out, surprise! We are charged for the massages! We explained to him that Rafael Castro (the manger that we dealt with) had upgraded to the premium service to multiply issues that occurred during the visit. The man at the desk refused to let us speak to any management. He said no one was on duty. I told him that we were not paying for a service that we were told was free. So, we got ready to leave. Security came out and wouldn't let us leave, and our transportation refused to take us to the airport unless we paid. So, at that point, I had to give him a card and pay, because they wouldn't let us leave. Nothing like having the worst vacation and then ending it with being forced to pay, or they will hold us there!

When we got back into the states, I called multiple times to get a hold of anymore that would speak to me about what happened and to remove these charges, NO LUCK! Now I am stuck paying for services that were supposed to be a courtesy.