Jeanette Harris-Osei
The pictures posted online for the rooms are very misleading. I booked an Enclave Ocean View Room with two queen beds. My actual view from my ground floor room was the back of other hotels guest heads who were sitting by the pool. My room was damp and smelled of mildew. The floor had stains, our duvets had holes, the cloth bed base was dirty and one had a hole. The exterior door would not close properly as it was warped and the laminate was peeling off. This was most definitely not a $684 per night room. The food was just basic and the staff need some serious training in customer service. When I initially complained, I expressed that my room was crappy and was a Ocean facing room and not a Ocean view room and I wanted to move to a higher floor. I was told that no rooms on the higher floors were available and the room was not crappy. They dismissed my complaint and defended the room. After I contacted Hilton Guest Services, I was contacted by 3 different hotel staff, none of which offered me an Ocean view room. One offered me a swim up room, which I declined. Instead of giving me what I paid for, they were trying to get me to accept what they were willing to offer. I even asked if they could give me the beach cabana as a consolation. I was told by Carlos King that they were all booked. He offered me a pool cabana, which I declined. I went to the beach 3 days at various times and not one time were the beach cabanas occupied. At checkout, I expressed that I felt that the hotel owed me a refund for the difference between a garden view room and ocean view room. Rubi, who checked me out indicated that it wasn't possible as per their standards what I received was an Ocean view room. I asked to speak to the Manager (who is different than the other people I had spoken to) and was told she was not available and that I could leave my email for her, which I declined. Upon my return home, I contacted Hilton Corporate again and expressed that that I felt the hotel owed me a refund and they stated that they would contact the hotel and I needed to wait for them to follow up with me. Needless to say, this wasn't the vacation I expected. The hotel and staff missed the mark big time
Acoustic Silk
All I can say is WOW! This resort is immaculately taken care of and the staff is absolutely amazing. The food is amazing and the drinks are fantastic as well. I was very very impressed with the overall quality of the resort and all of its accommodations. There is not a lot of upcharge either, pretty much everything is included in this resort. Please visit Johana and Berenice at the lobby bar also, they are absolutely fantastic bartenders and will take care of you!
Puja Kapur
Absolutely Amazing Property! Hats off to the management and the staff for making this place warm and welcoming. The Property is well kept, the beach and the pools are amazing. The hospitality at this hotel made our vacation extra special. Highly recommend it
Jeffrey Svarverud
This is a 5 star establishment. The property is great with an excellent location. There are two properties here. One for adults and one for families. There is a small safe beach on site. There is also a wonderful water park on site. This is an all-inclusive property. The adult side is just that with staff stationed to ensure no one under 18 is admitted. The restaurants are all wonderful. The snorkeling is very good here also. I highly recommend this property.
susan taylor
Paid a lot of money for this holiday, says all inclusive but that's not bottled beer you have to pay , so far entertainment is rubbish, and tried selling us a beach party for $100 each , beach parties not included in the price either as it makes out it is on the website.
To me you pay all inclusive , you should get all inclusive.