First off, We are experienced travelers who have been to many resorts in Mexico. By far, this island is one of the best and the local people and food and atmosphere were absolutely wonderful, but the hotel staff were not.
First off, I paid a $165 dollar deposit to lock in the room for over a month. Multiple times I received emails verifying that I paid, and that I only owed $535 when I got to the hotel. When we go to the hotel, the front desk staff were not very nice, it was about 8:45 pm and for some reason they act like they are so busy and running a the entire hotel by themself. I was aware of the local tax, but I had to pay an additional $250 cash that I brought on top of the $500 taken from my card. Apparently, the $165 deposit was never taken. I didn't have time to argue, just a bad situation since cash is scarce on the island and I already had top fork out a substantial amount that I brought.
Second, staff is the most unfriendly people I have ever met, never saying hi when you pass them, couldn't even show us to our room and all they do is point in a direction if you ask for something. Never getting off their seat to show you. I have never been to a hotel where you don't befriend staff, we even speak spanish and appreciate all they do, nope not these people. NEED HELP WITH CUSTOMER SERVICE.
Thirdly, they charge for everything you could think of. Every item you use, towels, extra blankets, sodas in fridge they want a credit card on file. Food no good!
