2/10 Rating
My girlfriend and I had one of the worst hotel experiences we’ve ever encountered at this resort. At approximately 2:00 AM, someone attempted to break into our room. It was an extremely frightening and traumatic experience, and what made it even worse was the complete lack of security on the property. There was nobody working at the front desk, no visible security personnel anywhere on-site, and no way to get immediate assistance when we needed it most.
The hotel itself appears to have virtually no access control. Anyone can enter through the front or back entrances without a key, access the elevators, and roam the property freely. After experiencing an attempted break-in, this was incredibly concerning and made us feel completely unsafe.
When we called the number listed on the website for emergency assistance, we were connected to someone who did not even work at the hotel. Instead of helping us during an active and frightening situation, they repeatedly asked for our booking code and made it very difficult to get assistance. We were advised not to call the police and were told that a claim would be filed on our behalf. Nothing meaningful came from that claim, and we were left without support during a very serious situation.
The following day, management refused to refund the night we experienced this traumatic event. Instead, they offered to move us to a “better” room, which was actually smaller than the room we originally booked. To make matters worse, the replacement room had bugs in the shower.
We were repeatedly told that our concerns would be resolved within 15 minutes. Instead, we spent nearly seven hours trying to get answers. Every time we called, nobody seemed able or willing to help. Communication was poor, and we felt completely ignored. After making us wait all day, they finally contacted us around 9:00 PM and essentially told us to find another hotel, offering a refund only after we had already spent the entire day dealing with the situation.
This was by far the worst hotel and resort experience we have ever had. Between the attempted break-in, the lack of security, the absence of staff when we needed help, the poor customer service, and the condition of the replacement room, we cannot recommend this property to anyone. If safety, customer service, and peace of mind are important to you, I would strongly suggest staying elsewhere.