I would never stay here again! It started off horrible from the time we got to the ‘resort’, but I would like to start with my main complaint on how we were lied to and taken advantage of. Our original reservation was for July 1-5th. On The evening of July 4th hurricane Beryl was approaching. The communication from the hotel was nonexistent. Restaurants were closed early, the 24 hour room service stopped without notification of this happening. I understand that this was for everyone’s safety however, communication would have been nice. July 5th early morning is when we got hit with the hardest part of the storm, by 8 ish am the storm had settled down. I called the front desk to see if the roads were open ( I spoke in Spanish, so there was no language barrier). I was told that the roads were closed and we were not able drive on them ( I rented a car) I was also told busses were not able to access the hotel for airport transportation. I called 3 more times and was told the same thing, and was told that someone would call my room once we were able to access the roads ( when we left the room hotel staff was walking around with cell phones with a messaged typed telling people we could not walk around). By 3pm ish, I still had not received a call, I walked to the hotel lobby and talk to someone at the front desk. I was told that the roads were never closed and were able to leave, at this point I was no longer able to get a flight out that day and couldn’t get a flight out until July 7th. I was told that do to the hurricane, they were offering reduced pricing for people that had to extend their stay. Do to their lies of the roads being closed , I had no choice, but to extend or stay and extend my car rental. I paid for the 2 additional days, and we continued our stay. When my children and I went to check out on the 7th I was told that we were charged incorrectly and I would have to pay an additional cost. I refused to pay the additional charge, the Morning manager veronica called down to security and they refused to let us drive out the resort. I was forced to pay the additional charge before they would let us out. Because of there lies and miscommunication I ended up paying $1000 more. Outside of this main issue, wait staff was rude, acted like they didn’t want to assist, took forever at restaurants, it wasn’t busy. When we first got to the hotel I was asked where my husband was, when I told them it was just myself an my kids I was asked why I wasn’t married. We attempted to make the best of the trip despite horrible service, but being lied to, taken advantage of and held hostage was unacceptable.
