"Arrival & Check-in
The check-in process was smooth and efficient, which we appreciated after a late flight. Staff were welcoming and helpful with luggage.
Room
On arrival, our first room (1095) had an issue with the air conditioning fan, it was making a rattling noise. We were offered either an engineer or a room change, and given it was a late-night flight, we opted to move. The second room (1195) unfortunately had similar problems — the air conditioning circulated warm air and never cooled effectively but at least wasnt rattling. Despite raising this with reception and guest relations on three separate occasions, the issue wasn’t resolved. A cleaner suggested keeping a second key card in the slot to run the unit all day, but even then it made no difference. We don’t usually complain, so we felt uncomfortable repeatedly mentioning it and eventually just tolerated it. We suspect that is as cold as the rooms get which would be okay if the bed had a thin sheet but it had a full duvet on it which was way too hot to sleep under, we ended up sleeping under beach towels as they were thinner.
On the positive side, the room was spacious, spotless, and well maintained. The bed was comfortable, and we slept well aside from the heat. Noise levels were minimal, which helped after long days. Bottles of water replenished daily.
Hotel
The hotel overall was lovely and very clean, with a well-kept layout that was easy to navigate. The complex is large and spread out, there was a bit of a walk to the room but they drove our suitcase there so we didnt have to push it.
Restaurants & Bars
There was an excellent variety of food, with highlights including the à la carte Mexican and Oriental restaurants, which provided a nice change from the main buffet. Unfortunately, we did experience stomach issues during the stay despite taking extra precautions, which is unusual for us. Drinks were inconsistent — mojitos varied greatly depending on who made them, ranging from excellent to poor.
Pools
Several clean pools were available, including a relaxing pool. I did cut my arm on a sharp edge of the main pool, which was concerning. Staff and vendors regularly approached guests to sell tours, oils, and massages. While often friendly, some were overly persistent. Even with a “do not disturb” sign from the towel hut, nearby guests were still interrupted.
Beach
The beach was the highlight: plenty of loungers and beautiful surroundings. Guests can wade out to a flag point or swim off the pier, which protects the coral. During low tide, I saw hundreds of starfish and had to be mindful of where I stepped. There were also jellyfish and sea urchins among the rocks, so sea shoes are strongly recommended.
Amenities
Bathroom facilities were clean and functional, with good shower pressure and toiletries provided. In-room extras like the safe, iron and balcony added convenience. There was also a couple English type plugs which was good.
Entertainment & Activities
Evening entertainment was enjoyable and added atmosphere to the stay. There were also sports and fitness options available, we participated in the water polo, darts, beer pong and volleyball.
Staff
The staff were faultless — hardworking, attentive, and a credit to the hotel. Their warmth and professionalism made the experience better. Generally, the staff spoke English to a decent level which was helpful.
Overall
While the hotel had many positives — spotless rooms, hardworking staff, and a beautiful beach — the unresolved air conditioning issues, inconsistent drinks, stomach problems, and pool safety concerns overshadowed the stay. Sadly for a 5* hotel we would expect better. For these reasons, we wouldn’t choose to return."
