TripAdvisor Traveler Rating

We were 2 family’s who stayed for a week here, Checking in is very slow and staff does very little to nothing and is very useless if you ask to change the room or upgrade they tell you to come the next morning and deal with the airline the staff are very moody don’t seem to care and are rude. When we arrived at our room we were greeted with a horrible smell coming from the AC including the bathroom when we went back and complained we were told “we cant do anything tonight come back tomorrow” No drinks in the fridge not even water they left 2 bottles of water for 4 people to drink and brushing teeth after complaining we were told that they don’t stock the fridge with not even water and two bottles was the standard and request for more was ignored. Rooms were clean and the cleaning staff did a great job just outdated room. Food is good the buffet has an okay amount of options but good quality. The buffet and many other parts of the resort are self service no one asks you what you want to drink tables take forever to be cleaned and you have to chase down staff to get a fork and knife, You have to find your own seating as the hostess just stands by the door and does absolutely nothing for their entire shift. Staff at the bar by the buffet is fantastic very friendly especially Alexis and Christopher they were great but the drinks were ok all the alcohol was very cheap and if you want a notable or good brand you need to go to the cash bar. The layout and grounds of the resort are well maintained and beautiful, The beach is also fantastic but as already mentioned no service you have to get your own drink. The entertainment is fantastic from 9am until midnight theres something going on games at the beach and pool, music, dancing and much more! Wifi was very poor inside the rooms only really works in common areas in the resort. No room service and either the phone in the room doesn’t work or front desk wont answer when you call. Overall an okay experience but could’ve way better in a lot of areas.

Our recent vacation turned into a nightmare due to the appalling treatment we received at the hotel, upon arrival, from Junior Assistant Front Desk Manager Filippo Robiolo and the complete disregard from GM Miguel. My 80-year-old father suffered a foot injury while navigating the hotel stairs upon arrival. We borrowed a wheelchair from the hotel and waited over two hours for his room to be ready, despite the front desk being aware of his injury. Eventually, he was assigned a room over a kilometre away from us. Given his inability to walk, he needed someone to push his wheelchair every time he needed to go to or from his room. I approached the front desk very politely to request a room change. The initial response was to return the next day at 10 a.m. to make the request. Given the severity of the situation on our first day, I insisted on a faster solution. Despite this, I encountered no flexibility or active listening. While my father struggled in the sweltering 37-degree heat, we were met with rudeness and disrespect from Filippo, a 24-year-old employee who displayed an alarming lack of empathy and professionalism. I witnessed Filippo respond to another elderly guest’s complaint about insects with, “What do you expect? You’re in a tropical country.” I have never seen such aggressive customer service. My father, feeling intense pain and distress about being so far from us and the hotel facilities, expressed his concerns to Filippo in a frustrated tone. Filippo raised his voice and labelled my father as "disrespectful," which was an unacceptable response to an elderly, injured guest understandably in a panic. Filippo’s behavior was shockingly arrogant and unprofessional. He didn’t believe my father’s ability to walk before the trip. His cold remark that the accident happened “ at the Hotel and not because the Hotel” was both inappropriate and incorrect, and beyond his scope of responsibility as a junior manager. This interaction caused my father's blood pressure to spike. I had to intervene and remove him from the conversation. At no point did Filippo or anyone from the front desk offer a glass of water, check on my father's well-being, call for medical assistance or attempt to de-escalate the situation. Finally, we were told we could only change rooms if we paid an additional $20 per day, and we had to decide quickly or we might lose the room. After agreeing to the charge, we still had to wait two more hours for the room to be ready, with no offer of air-conditioned waiting space or other basic amenities. In stark contrast, we extend our deep gratitude to the Guest Services team—Berenice, Victor Matos, Ashely, and Caterina. They stepped in to remove the additional charges for the new room. Berenice and Victor Matos, went above and beyond even on their day off, to arrange a scooter for my father and stay in contact with me. Their kindness provided much-needed relief in an otherwise dreadful experience. It is disappointing that, despite the severity of the situation, no one from the head office, including GM Miguel, checked on my father’s well-being or acknowledged the distress caused by their employee throughout our stay. The lack of accountability and basic human decency is astonishing. Given the circumstances, we are considering legal action for personal injury and emotional distress. Our hope is that this review serves as a warning to others and prompts Wyndham management to reassess their staff training and policies regarding guest treatment, especially towards vulnerable individuals. A vacation should be a time of relaxation and joy, not marred by disrespect and neglect. I have been told by outsiders that complaints and reports are often dismissed or destroyed. I hope our incident report does not disappear. Regardless, we always have social media to raise awareness about what happened.

Amazing! Amazing hotel on amazing beach. The crew was so nicely, the pool was pampering, the attractions was so attractive. The food in the restaurant was really taste and the alcohol in the bar on the beach was really good especially the “Pina colada” Amazing experience! big recommendation

Dirty rooms - they are „cleaning” room online few minutes. They are leaving stand on the floor. They don’t want to change towels before 12.00! If you dont return them before 18.00 the day before. Food: f.eg. in italian restaurant you can take only 2 pecies of pizza take away. Not good value for money. Mold under the shower and in swimming pool

This is the 6th time coming here and I would come back anytime! The hotel is huge and you can use all the pools and beaches. The food is amazing and has a lot of options. On top of that the animation is extremely funny and active. Especially Leo and Eduardo played a big role on making the vacation a nice experience