TripAdvisor Traveler Rating

Bar staff in certain areas are unpleasant. Room service is poor. No towel replacement, no clean bedding for days, no bathrobes, no snacks, no garden view (jungle). Booking resturants is an issue! Nice areas within the hotel but to many issues to recommend. Would not return.

This is not a 5 stars hotel, it’s a 3 stars and to be fair is mostly because the property is overall maintain clean. I’m glad we were part of the family selection which looks modern compared to the rest of the resort and we were able to eat at the nest for breakfast and dinner otherwise the rest of the restaurant option were below average. The rest of the hotel is totally outdated the food and drinks are not good. The customer service is terrible wait hours for clean towels after 3 calls. Will not come back here. Next time I will rather go to a smaller resort that focus on giving a good service and offer more quality food and drinks.

We are at the Thai restaurant. Food was delicious and our server, Marco, on his first night was great! He explained the menu, salad bar and entrees with all of the options. Marco was great! 9/10. We were uncertain how the 5 of us would like the Thai restaurant. But the food and service made for a wonderful dining experience!

Generally poor, bad service from the very beginning, luggage delivered O1am, arrival at 10pm, no communication with receptions do not answer the phone, rooms in the first 7 days not cleaned, shrill high frequency sounds, food mobotonne, better in restaurant alla carte, I will not go back there. HOTEL not 5 stars

I am currently staying at this hotel with my partner and our 6 year old son. The hotel is beautiful - literally gorgeous. We arrived at 8pm last Saturday and the sight of the hotel lobby all lit up was such a welcome sight. Absolutely stunning. So the hotel itself gets a 5 star - it’s so clean and well designed. The 4 hotels all connect to each other so it feels like one massive hotel. You need to hop on one of the carts though to go to white sands as it’s quite a distance. The buffet restaurant La Hasianda is a bit lacking for me. It’s the same food more or less every day and all the deserts taste the same. I’m a vegetarian so I just thought it was just the fact that they didn’t cater very much for veges but my partner isn’t too fussed either so the buffet restaurant I would say gets 3 stars. Also there are flies all over the food - we are in the jungle mind you but it’s a bit off putting. So far we have eaten at the Japanese, Thai and Italian restaurants and will be eating at the Mexican tonight. The Japanese was the best - the Italian not so good and the Thai was good. Wouldn’t visit any of them again though. So all in all the food at the hotel is ok but just a bit of a let down. The main pool at the kantenah and colonial is huge - really lovely pool. All the beds get taken up but the pool is so big that you don’t feel like you’re on top of one another. Bring lots of mosquito repellant. My partner and I have been bitten loads - in excess of 20 times each. It really does get you down so come prepared. Again it’s because it’s boiling and we are in the jungle but the repellant I brought with me containing deet doesn’t work. Someone recommended skin so soft by Avon as apparently that’s amazing so maybe look into that but bring something that works as it can make you feel rubbish with all the itching. The staff here are really friendly. I’ve seen reviews where staff are described as rude and unhelpful but I haven’t experienced this. I have seen a few rude guests though who have spoken to staff like they are something they stepped in so if they are rude back then I don’t blame them. Manners don’t cost anything. I booked before the hotel had a rebranding so if you’re like me and the nest restaurant was available to you but now it isn’t unless you upgrade to family selection please contact your holiday rep as it isn’t fair. They have helped me loads so I thoroughly recommend raising it. Lastly the shop - jeeez it’s expensive. My little boy fancies some gummy sweets - set us back a tenner for a bag of gummy skittles. Unbelievable. Bring sweets with you if you can if you have a child who loves a few sweets in between lunch and dinner. Also the buffet does some gummy sweets lunch times most days so we fill up a paper coffee cup with sweets - sad I know but not fancying having to give that shop any more money just because it’s well cheeky to charge that much. All in all an amazing hotel and an amazing holiday. Don’t feel pressured into upgrading to family selection as a few people out here I’ve spoken to upgraded but don’t think it’s worth what they paid so save your money…..spend it on gummies in the shop instead ??