The food choice is very limited, there is no buffet, no access to fruits unless its a tiny piece in desert. Bath tub the way it looks on the picture with all the nice bubbles and flowers is not what you'll actually get. U have to request it to be filled up, and we did request, but when we showed up at the room thinking we'll enjoy some bath, the bath tub was empty and dirty. We asked to have a staff come fill it up the next day but they still failed to show up and then said that they by mistake filled up it in someone else's room. I mean, twice??? How can you mess up the simple request twice? I ended up cleaning the tub with a washcloth and filling it myself. Doesnt matter, since the water very cold anyways and they dont have hot water. BUT... this is nothing comparing to what happened one of the next nights. So, we had a villa with a roof where u can lay on lounge chairs. One night we went to hang out there and when we were done and decided to get back to our room it was locked! One of cleaning staff came to clean our room, thought we weren't there and locked our balcony door from the inside! It was a nightmare! We had to scream for help since there is no way to even leave the balcony since the villa surrounded by river! Something like this happening at 5 star resort? Please, train your staff to check the second floor before deciding to lock the balcony! It was a nightmare. Ive had to better resorts in Playa for a half the price. This is worse than 3* resort!
Comment from Hotel Management
02-Aug-2018 by Aracely Barragán Front Desk Manager, Hotel Management
Thank you for taking time to review our hotel; it was an honor to host you on your last vacation.
We apologize for not having exceeded your expectations in every aspect of your stay here with us. We operate, first and foremost, with our guest´s highest satisfaction in mind, and we have an open door policy for any concerns that our valuable guests may present along the way. Please rest assured that your comments regarding the food, room cleaning and bathtub have been shared with the pertinent departments in order to be addressed and improved.
As professionals in the service industry we know that our guest’s feedback is very valuable, and the key to allow the constant improvement in order to reach an enduring high quality level in services.
Once again we are extremely grateful for your time and preference.