TripAdvisor Traveler Rating

Hello! We had a few inconvenients during our stay, specially with the menu not being what we had expected. But I would love to take this opportunity to congratulate the company for two individuals that not only treated us with so much respect, but also were able to make sure our stay was delightful. Ronald (AquaNick) supervisor and Maria Ruiz. This human beings are so profesional and kind.*El trato de ellos dos hizo la diferencia de nuestro viaje GRACIAS ?? #Nickelodeon is a better place to spent time with our family because of people like you ????????????

Found a dead cockroach in our food. Disgusting. Will not be coming back here! We had a corner swim out suite. The room and resort were esthetically beautiful and we really enjoyed our time in our room. My kids also loved the character pop up surprises and the shows. However, the rest of the trip was not so great. There is a HUGE tip reliance. If you dont tip every single time you have an interaction with a worker then expect to be ignored. We had a huge issue of trying to get water bottles in our room. We called several times over a span of a few days and no one ever showed up. All because i didnt tip the mini bar guy the first night? Ridiculous. We ended up getting water from the maid. Also they are really pushy with timeshares and their “privileged members club”. Apparently if you sit through an hour of them selling the timeshare to you, you get a free character breakfast out of it. We chose not to interact with the concierge as we were not interested in getting a free character breakfast. The concierge ended up tracking us down and came to our room to find us to try to sell us the timeshare. Like ridiculous. At that time he also told me i was getting horrible service because i didnt have a concierge and if we went through them they would make sure our requests were fulfilled. Kind of backwards. So you pay thousands to come here but no one does their job unless you tip them or unless a concierge makes them do their job? Yeah, no thanks. There was an influx of locals Friday - Sunday. We immediately noticed a huge shift in service on these days. It was pretty much non existent. We had to ask servers several times for coffee or water or a high chair. This was throughout the whole weekend. They are clearly understaffed. Now the food…… we found it to be overall mediocre. We found a few good items (fried chicken by waterpark, a few items at the buffet, spacewalker) but overall it wasnt that great. The last night we were there we found a DEAD COCKROACH in the mac n cheese we ordered via room service. The food from room service comes saran wrapped. So there is no chance the cockroach hopped in anywhere else. It came from the kitchen. Now, my 2 year old was eating this before our discovery and we were livid. Front desk was not helpful. All we got was an apology and the info for the manager. There is a serious concern for the hygiene and cleanliness of the kitchen. It also makes me wonder what else i unknowingly ate during my week there. It was absolutely disgusting and was the cherry on top to the whole experience. At a 5 star this should have never happened! Did my kids have a great time? Of course. But unfortunately everything else was horrible. We are never coming back to this resort. Please avoid like the plague. For the same amount of $$$ spent go somewhere else or the Mexico location.

Fair warning this will be long… Overall, meh sums up this trip. Don’t get me wrong there were some good things (the sweet, coffee, ice cream) but a lot went wrong. My number one complaints were terrible customer service and terrible food. From the moment we arrived, it was disorganized and felt like we were inconveniencing everyone by doing their job. We were not really greeted when we walked in (and later saw other families greeted with a friendly smile, hello and a drink). We checked in and were told that our room was ready (fine it was early) but were never really directed where we could change or store our bags. I had to ask several times where I can store my bags. We first went to the water park and tried to order food at the aqua bite. We were told that half of the items that they were supposed to offer was not available. My husband was annoyed. The burger that he got tasted like it sat around for hours (which it probably did). We were told to come by at 3 to check for our room. At 3:10, we were told come back in 10 minutes. At 4, when we went back and they rep couldn’t find out reservation. Kept us waiting at check in for 10 minutes. Finally, we get in and get a 2 second tour of where to go. The good thing about the resort is that it’s not that big. We got into our room and my husband tries to go for ice. He uncovers the ice bucket and nothing but garbage filled in the bucket. Our mini fridge was warm. So we go down to complain. Edwin, who believe was the manager, was super apologetic. He comp’d us the family sliming and said he would send someone. That night our AC broken. Wouldn’t go lower than 80. My 4 year old was sweating in his bed with no cold water in the room. I message the concierge who was upset for us and told us to come down and they’d change our room. My husband goes in and they have no clue. I sent him a screen shot of the message from the concierge and thankfully they accommodated. They upgraded our room to a first floor with a pool. Here’s the thing about the pools outside of the room, the door locks and no handle from the outside to open it. Now on to the food. The food was horrible. Besides the lack of availability of food, some of it was inedible. As I said already, aqua bite had about 1/4 of what was advertised as being available. The buffet always had food that was either left out or overcooked. The pancakes at breakfast were hockey pucks. They appeared cool. Colorful. But inedible. We tried to order room service, half of what we asked for wasn’t available and we didn’t know until it got to our room. I asked for cereal for my son. Nope didn’t come. Yogurt, same thing. Bacon in my omelet, you guessed it, didn’t come. The second day, the omelet wasn’t cooked. Wok Wok was ok. I liked the food. My husband tried to go back out last night and was told he couldn’t take food back to the room. We had a 4 year old who was asleep and wanted sushi rolls but were told, you can’t leave with them. Then, he asked to sit down, it was close to 9, a bunch of open tables, no one waiting and he was told he needed to wait. I get it, if there was a wait, but the resort and the restaurant were empty so I really don’t understand it. Burger ph - skip. The food itself was unseasoned and just not good. We ordered sweet potato fries thinking they were the orange fries we get at home, nope, regular fries. My son asked for chicken fingers and they came out over cooked and burnt. Spacewalker - it sounded cool. Looked cool from the outside. It was dated and broken. The walls looked like it had blue paper for lights. The worst part of this was that they served us undercooked chicken nuggets for my son. I questioned it and there was no apology. No urgency. The good - the sweetry was amazing. Other than limited selection the first night, the ice cream was good. The coffee was good. The staff was great. The bartenders at the snick lounge - Claudio in particular was great. He made awesome espresso martinis. The video games only worked part of the time. Michael, the shuttle driver, was great too. He was so good with my son. Took the time to interact with him and made him laugh. Weird - everyone kept point to adult water slides but no signs. No advertising. Honestly if you didn’t know, you’d miss it, there were no signs. Bad - while the resort looks nice, it had some issues. A lot of place at the water park were missing traction. It was very slippery. Make sure you have good treds on your shoes. I even was slipping barefoot. The rooms lost power often (3x in 2 days). When it happened, the toilet wouldn’t flush. The staff - either felt ignored - people standing around not acknowledging you or staff walking right by and went to other people. We were often at the water park watching the server stop and families on the other side of us. When we were at the fresco or Jazmin, we didn’t have this experience but we were often the only ones there. The concierge was pushy from the start. Please don’t try to sell me in buying a time share when I don’t get greeted properly. Also when we did try to ask questions, they too weren’t available or ignoring us. People standing around and talking or on their phones. Entertainment - not existent after 4pm. Also where are the photos that they took of us. I’d like to see some of the character meet and greets or sliming photos and never got offered a chance to look at them??? Overall, this place was meh

My family (2 adults and 7 yr old) had a wonderful time at this resort. Beach: Beautiful blue water with sand that wasn't rocky and rough on the feet! I didn't find many remnants of seaweed, so they did a great job of keeping it clean. Waterpark: We loved the lazy river and spent most of our time in it. The bigger slides that adults could ride were not visible from the main section and we did not see any directionals. Lifeguards kindly informed us of where to go for the larger slides. I recommend that you wear water shoes since this is a water park, but also the ground is really hot when you're not in the water. Entertainment: We enjoyed Snick Lounge. Bring cash to put into the machine so that you can play air hockey or billiards pool. Snick Lounge also has retro arcade games for free! We also checked the app to catch where character pop-ups would be to save some $$ and not do character breakfast (although I heard from another guest that the food was worth the $$ since they love lobster). Family Shows: The resort did a great job of putting on nightly shows to entertain families and let the children participate a little. Food: We pretty much ate all meals at Explorers Table (I think it was named something else before??). They serve breakfast, lunch and dinner buffet style. You can also get some items cooked to order at two of the stations there. BurgersPH was a fun experience. We enjoyed Dominican Night to experience local cuisine without having to leave the resort. Service: The staff at the resort were friendly and helpful; although we did run into one male server at the Explorers Table restaurant that wasn't too hospitable. Suite/Room: We booked a swim-up suite which left us disappointed due to the smell in the room and I found many mosquitos flying around our room every day (so they must not treat the outside area for mosquitos). Had I known before booking about the dengue virus (mosquitos transmit) that is rampant in Caribbean and Mexico, I would not have booked a swim-up suite. Other reviewers mention nausea and I wonder if they actually contracted dengue. Also, if you are family that likes to be around others and not secluded, don't splurge on a swim up...the infinity pool is much better and has a swim-up bar!

If I could leave a 0 I would. My kids( 5 and 8) and I booked a 5 night stay at Nickelodeon resort. We arrived 5pm on a Thursday and by 8 pm on Friday, BOTH my kids had food poisoning. I had to spend more money to travel home on a different airline than my entire vacation ( because of course the airline I booked with had no flights out before the Monday I booked). I've been going back and forth with them about getting my money back, Maria Ruiz; the hotel manager was almost of no help. I had to go to the lobby 3 times to try to get in touch with her after she was supposed to give me a call after my 1st visit to the lobby prior to me checking out. I emailed her sometime after I got home, did not get a response until the 2nd or 3rd time I reached out. She got me in contact with Bettina; the Corporate Manager who was even worse than that. I emailed Bettina 3 times and even put in an inquiry on the Karisma Hotels website 2 weeks ago which she still hasn't responded to. THEN, she has the audacity to tell me I will not be getting a refund and that they were nice enough to waive the fee for early check out WHEN MY KIDS WERE VERY SICK FROM THEIR RESORT. Besides the fact that Management is horrible and do not care about the well-being of their guests, the only service I wasn't 100% disappointed with is the front desk. Other than that, the food was atrocious, the staff working in the 1 gift shop they have were rude and nasty, none of the dining experiences were included besides the buffet ( which I wouldn't mind paying for had we stayed more than 1 day), water park on the resort is not included, none of the character interactions are included. Word of advice, save your money and book somewhere else. This was an absolute nightmare and I am still trying to get an answer about my refund. ABSOLUTELY HORRIBLE.