When we had arrived to the Santa Cruz Airport we waited awhile for the courtesy van to come and get us... it never came even after calling the hotel. We had to get 2 taxis we were two families. The lost one reservation and had the other. The other family had to stay at another hotel. When we got to our rooms it smelled of mildew and the AC unit was broken in the kids room. After the third day of complaining I gave up asking. The pool was wonderful, however, they could not keep it balanced and had to close the pools frequently to shock. When we asked the front desk about things to do with kids they said there was something 6 hours away. We went to the snack bar and got great service from the manager, Gustavo, however it was his last day. He told us about some sights to see and places to go in Santa Cruz. The next night at the snack bar the service stunk. The food came and different times the drinks came after the food if at all. My drink never came and I was charged for it. The second to last day the cleaning lady called and asked if we wanted our room cleaned and came only to leave a note saying that cleaning would not be done the next day. On leaving they made check out a long drawn out affair. They brag they are a 5 star hotel... they are not!
