The hotel is beautiful but there are some major flaws which can’t really justify the 5 star rating.
They repeatedly ran out of bottles of water, sprite, coke etc round the pool durning the day. It’s not really what you expect after paying a high rate for a 5 star.
They are very short staffed too with one guy manning the entire pool area to serve drinks.
One day we ate lunch in the Italian, it was busy but not full and there was only one chef so everything was taking ages.
The food was great but they let it down by not offering any sauces, we asked for ketchup in the Greek with our chips and was told they don’t have it, despite the other restaurants offering it. In the Italian resultant with the pizzas it would have been nice to have a chilli oil or garlic mayo but they didn’t have anything, we even asked for ketchup and they said they didn’t have it, despite them serving it with bread a few nights before (totally odd!) why would I want ketchup with my bread but can’t get it for chips!
Having stayed at 5 star inclusives in Mexico this one simply dosnt live up to the standards. To run out of bottles of water and soft drinks days after you’ve opened your hotel is not good enough. The crazy thing is when we complained the manager said they did have enough stock but in fact they hadn’t replenished the stock in the bars! Simple things that would have changed our experience.