2/10 糟糕
Liliam
与家人出行
2026 年 1 月 5 日
不满意：住宿条件和设施，服务设施
Extremely Poor Check-In Experience and Unacceptable Customer Service
Our check-in experience was extremely frustrating and unprofessional. Ricardo Andre at the front desk took over three hours to check in me and my two children. Guests were instructed to sit and wait for their names to be called, yet no names were ever called. Instead, Ricardo assisted whoever approached the desk first, which led to confusion and visible frustration among multiple guests.
Throughout this extended wait, no one offered water or any basic courtesy, which reflects very poor customer service.
The most serious issue occurred when I was informed that my 12- and 15-year-old children were not considered children by the resort, despite Expedia requesting their ages during booking and charging me the children’s rate. At check-in, I was told I owed an additional $800 in order to access our room. After a long flight and already being at the resort with two minors, I had no realistic option to leave.
When I explained that this discrepancy needed to be addressed with Expedia, I was told it was my problem. I asked to speak with a manager, but Ricardo refused to engage, would not make eye contact, and stated, “Pay or go home.”
The food was mediocre, there was no Wi-Fi in the rooms, and the only available Wi-Fi in the lobby was overcrowded and unreliable. Overall, this stay was stressful and disappointing.
I will not be returning and do not recommend this resort to families or anyone expecting basic prof
Liliam
2025 年 12 月入住 3 晚