Customs House

muy buen hotel

When my daughter & I arrived we checked in (5 day stay) and was told that we had to wait for our room @ 3p. Not a problem cus we arrived early but we couldn't eat or drink until 3p which was absurd. (All inclusive pkg we paid for) Restaurant is cafeteria style, not a restaurant at all. The bar is very dinky, (temu style) not many selections of drinks. We drank the same cocktails daily. Food was mediocre, no selection at all. A lot of flies around and if you eat outside there's 3 dogs they will accompany you and beg for food. Very annoying. There's construction next to the pool area which is unpleasant to see and hear while you're trying to relax. The staff weren't helpful at all. Towels left in our room were dirty and had holes. I told the staff and she told me to WhatsApp her. No phones in the room to notify staff of any issues. The room was nice, could've been a little more clean (floors). View was spectacular. Mgr Carolina Afanador charged me an extra fee for cleaning of my towels because of my facewash. Housekeeping didn't attempt to wash them at all. I was very upset about that. Never heard of a cleaning fee for towels and it was facewash. I explained the issue to Carolina in which she proceeded to charge me. She should want to make her guest happy, instead I was furious. Mgr could've been more pleasant but instead she said she was doing her job. I wouldn't stay here ever again. The pics from the site are deceiving. When you arrive, it looks nothing like the hotel.