We originally had a cheaper resort booked, and after reading reviews for this resort we decided to change at the last minute. We read all about the butlers and the amazing treatment. Unfortunately, we did not experience this. We arrived, someone took us to our room and said “Do you have any questions?” and left. We got lost several times before getting our bearings and had to go ask for a map, where we were finally shown a website/app that gave us this information. We saw other families/groups getting tours of the property but this was never offered to us. A couple of days into our stay, my husband went to the manager to complain about a few things in our room that didn’t work correctly and the overall lackluster service we received. They then upsold us on the Preferred Club and had us pay an additional $400, which got us nothing extra. We then got mini cans of Pringles in our room (that our kids fought over) and access to an adults only pool that we never went to because we were traveling with our kids. I believe there was also special beach access with this, but the beach was filled with seaweed so we didn’t spend any time there. Also, the food was terrible. I would have expected this quality of food at a cheaper resort, but for what we paid, we expected more. There were few options for the kids, so they ended up ordering room service for most meals (which the staff seemed annoyed by) or getting burgers/fries from the burger bar.
Overall, the resort was beautiful and the