TripAdvisor Traveler Rating

Worst service I’ve ever seen in my life. I’m here with my family right now, we’re three days in and not one single employee has opened a smile to talk to us. There’s no communication between receptions and restaurants or any other area of the hotel. Honestly think twice before coming here, understand that service WILL BE BAD.

What an amazing family vacation, such a low key and great experience. The staff was very accommodating and kind. Shout out to our two favourite bartenders Teddy Yadon; you made our tip so memorable. The sea food restaurant was our favourite, the food was amazing and they were very accommodating to the members of our party with food allergies. Bless Carella she was the absolute sweetest and kindest sever we could have ever asked for

This is the second time I’ve been here and it’s a beautiful island. Honest review I’ve had some issues with service but I was able to speak with someone who’s been extra helpful in resolving the problems. There’s ample choices of restaurants and buffet is always great. Pool and beach is awesome as well. I’d recommend it here!

For this hotel to be all inclusive, the food at the restaurants where you have to make reservations is poor quality. The Italian Restorant Siciliano Italian is the worst. The menu choices needs to be changed completely. I've never been to an Italian restaurant where the Italian basics are not on the menu like lasagne, ravioli, a Pasta with a meat choice, chicken alfredo, Carbonara, or a Risotto. It was obvious they didn't focus on Italian dishes that contained meat. Also the main dish food portions were enough to feed a toddler. They focus on making the dish look pretty but ignore the proper food portion. They actually served me a mini potato ball cut in half, one asparagus, one Broccoli floret, two crunchy baby carrots, and a poorly prepared tiny chicken cutlet slit. All this was sitting on a huge plate. I was disgusted. I ended up going next door to the buffet. All of the has a bland taste. It tastes like it's prepared with no seasoning. Tavern Seafood was also a disaster. Once again they give small portions. The main dish which was fish was dry with no seasoning. The sides were portions small enough to feed a toddler. I got one asparagus stick, and one small mini potato ball cut in half. Last but not least the food tasted like it was bland.

Before booking this hotel resort I looked at the online reviews. I always account for some poor. There were many excellent reviews that are causing me to question both the veracity of this site as well as its contributors. Upon arriving we waited in line for our check-in by one of the 3 young women working the front desk. We were given our room number and told where to access the elevators- no bell boy service. The hallways were dirty and in poor repair. Upon entering my husband and I knew immediately it was not the room level we booked. We immediately went downstairs with our luggage to speak with the young woman who checked us in. We waited in line again. She told us we were getting an upgrade. I told her that was not true and showed her my booking through Air Canada. She insisted it was a bigger room - thus an upgrade. I assured her that we paid for a King Deluxe Oceanfront room that was a higher price and that was the room we would get. She argued more and I refused to give in to her faulty reasoning and we were passed on to her supervisor. Same story. I showed her their own web site that indicated the room classes and values and insisted I get what I paid for. Finally she acquiesced and 40 minutes later we were taken by her to our room. At this point it was well past time to eat and I was very weak and shaky due to low blood sugar. This resort/hotel uses QR codes which are fantastic if they have the infrastructure to support them. This resort does not have that infrastructure in place, therefore a ridiculous endeavour. Wifi is virtually nonexistent in much of the resort but we were lucky that it worked inside our room. Kind of silly to have a basically self-serve hotel that you try to justify with QR codes if they are unusable. I did use the QR code to ask for some housekeeping items- box of Kleenex as there was none in the room, a blanket and 5 more hangers. These items never appeared so the next day I enquired with the concierge. She looked up my requests and confirmed they were in the system and feigned ignorance as to why these were not delivered. She said she would request them again and I watched her address this on her computer. Later, in the evening I went to the front desk as the concierge was finished for the day. I explained my requests and said I would wait while she at least got me a box of Kleenex (I have allergies and really did not care to carry around a roll of toilet tissue). She asked for my room number and said she would get it for me. I told her this was my third time requesting the items and when she looked up the second request through the concierge she said there was nothing and I told her I have no idea what the concierge was putting into her computer as I stood there watching her. I waited until the woman at the front desk got someone to at least get me my Kleenex. The other items showed up at our room within the hour. These types of scenarios were indicative of our week so we just accepted it and made the best of it. They double booked our beach cabana and did not give us the water and towels that were to be included. We foraged on our own. At some point you just need to laugh and move on. At one point when speaking to a young woman at the front desk about how to get something without the internet when that is the system one must use, she said maintenance had been working on the internet and they (maintenance) have working internet. I laughed and told her that the employees having internet does not help the guests who are paying thousands of dollars to stay at their hotel and do not have access. Overall a very poorly managed, unsafe and dirty hotel. It would take too much of my time to describe all that is wrong. Upon checkout I am sure the young girl who asked me how my stay was is regretting it. She asked for specifics and asked if she should write a report and I told her I would be submitting my complaints through my Air Canada rep so that Air Canada would be aware and this review on Trip Advisor. She reiterated the hotel reasoning of giving us a room with 2 king beds in a less desirable location was an upgrade to our higher priced room with 1 king bed that was oceanfront (much larger balcony as well). She told me I did not understand how hotels worked and room prices change all of the time. I told her that in our over 40 years of travelling to well over 30 resorts in the Caribbean I certainly do know how hotels work and how prices are attached to the room amenities and grade. I even showed her on their website the difference in the price at that very moment. I asked for my receipt to ensure there were no extra charges. She told me no receipts since I booked through Air Canada I could not have a receipt and I would have to get it from them. I said I had the Air Canada invoice as I paid a few months ago and want to make sure there are no additional charges. She had to get her supervisor who told me that because Air Canada is a third party booking then the hotel does not provide a receipt. Never had this ever been the case anywhere! I did mention that I found it interesting that they seem to have no problem and felt it was their right to change the booking room for that was contracted through Air Canada but would not provide receipts because it is a third party. Sounds fishy. Are they selling the higher priced rooms contracted by Air Canada for their benefit by telling unsuspecting guests their new room is an upgrade? Made me really question their ethics. Is Air Canada aware this is happening? I will find out. Not everything was totally dismal at the resort. The food was pretty good despite the lack of organization and staff to address the needs of their guests. We booked the Mexican (located at The RIF), the Italian and the BBQ restaurants. Food was very good at all three. Ambience and service was totally something different. The RIF reminded me of a cafeteria with McDonald’s type tables but is a la carte. The smoke detector went off because someone was smoking. I asked why they allow smoking in their restaurant and the server was unaware this was occurring. Not surprised, he was run off his feet as he seemed to be doing the work of three. When we went to the Italian restaurant he again was run off his feet and unable to keep up with the normal demands of a full restaurant seating - not his fault but that of management. Same deal at BBQ. Safety issues - people diving in the pool, many, many tripping hazards around pool due to decking boards coming up, leaky roofs and pails in many spots, pool is quite deep. I was okay at 5’8” and it was up to my neck. No active remediation on stone patios after heavy rain. Just wait for it to dry. Kids playground on rock hard sand. Hallways with cribs and other items not moved for days. Filth - all hallways were visibly dirty. Although housekeepers are actively cleaning rooms, hallways are left dirty. If someone spills a coffee then there it remains for days (dried up now after a day). Stairwells are the same. Housekeeper makes bed, cleans toilet, adds toilet paper, sweeps (I think), changes towels, wipes sink. Towel mat in front of shower never replaced, shower is never cleaned, glasses in bathroom not rinsed or changed out (or in main bedroom). We laughed each day upon entering the room to see the “please clean room” sign from the outside of our door thrown on the floor just inside the room. Dishes left all around the resort (pigeons feasting and swooping all over the place). There was human faeces (probably from one of the many small children) on a path next to the pool for an entire afternoon. Furniture- comfortable bed and comfortable chairs in seating area in room. Really cheap area rug. Closet (free standing) lacks so much function. Have to get on hands and knees to use in room safe. A much easier task when we were younger. Console below TV was also lacking in function other than a gathering space for our things. Bedside tables were small and round, almost totally useless pieces of furniture. Bathroom vanity was also very small and offered very function. Shampoos, lotions had to be put on floor of shower. This resort really is failing. Management appears to be non-existent. Staff lack training (especially since they are so young for the most part) and are unfriendly. I do not blame these young people. I believe they are doing the best they can. Management needs to step up or needs to be replaced. They are sabotaging the success of what has the potential to be a good resort. Such a shame.