the beach

To Whom It May Concern, My name is Giselle Danger-Mercaderes and the purpose of this letter is to provide information and documentation that can support the claim I submitted against Fantasy Island Resort. Fantasy Island Resort/ Booking.com charged me $2200.69 for what was supposed to be a stay from 7/5/23-07/09/23 in this an all-inclusive resort. The resort and booking.com failed to make my request to either cancel or change my booking from the booking date despite more than 7 attempts to work with them over the phone and by email initiated by my husband-Mario Velasquez and I . Attached documentation shows our attempts to resolve the issue. They falsely advertised amenities in their all-inclusive package that were not available in the resort. The hotel lacked the amenities included on the booking.com site where they sell stays. With an all-inclusive stay (rooms and food/beverages included) we were supposed to receive access to a resort with swimming pools, free WiFi, air-conditioned rooms, flat-screen TV, Restaurants that serve international buffet. This was all false, the room’s air conditioning was not working properly, we never got access to a third room due to issues with the access key, none of the safety boxes worked, no wifi available outside de lobby, the were no international restaurants. The only one restaurant was open for a very limited time and only offered local food that also ran out before I was able to eat. To make matters worse, we were told that the water was not included in the all-inclusive package and that we needed to pay for it separately after the staffed confirm their tap water was not potable. My family got sick due. We contacted the manager at fantasy Island (Judith Webster) and she reported that the was not international food, no wifi outside the lobby, she attempted to fix the safety boxes unsuccessfully. She also added that the hotel was closed during COVID and they were still adapting.

The price.

the beach and the food was good

the room had an awful smell

. Location great

No hot water. Food was poor. Beds were bad pillows flat. Tv and safe didn’t work. We left. Can’t believe you are promoting them

everything is amazing

the only thing it was good were the snack time but the rest was amazing perfect

Uneatable

Cold and same thing everyday. Even the monkey wouldn’t eat it.

Beach was good.

Breakfast, lunch and dinner were not good at all and did not provide value for money for an all inclusive resort of almost 1700 CDN$. For that price you can have much better food and beverages services. WiFi was intermittant.

the beach is beautiful!

the whole structure needs maintenance

Nothing

The room I reserved was not the room I received when we arrived to the resort. The second day of our visit, our key card quit working and was moved to another room. Still not being the room I requested. Was continually told that the room I booked was not available. The food served was poor quality and was cold the majority of the time.

the private beach

food is really poor options

The Property overall is beautiful, the pool was under management. that wasn’t put on the site.

The room need to be updated, there only 1 mirror in the room, also the shower water was coming to my room every time I shower. The room need an extra trash can. the menu was repetitive.

Wonderful staff! Very helpful with everything. ` Great food, and daily entertainment- Scuba diving was excellent! Dive Center staff was great and vert friendly!

Nothing!

The location is gorgeous, the staff was very friendly the food very good. The activities were really fun specially for the kids. The beach is amazing with white beaches and turcoise water.

No WiFi in the rooms No cable TV The room TV was really small The whole resort needs a facelift as it looks dated and feels like you are stuck in the 90's

Beach, sea, friendly staff... Food was good... Everything :)

Mosquitoes and free wifi is not a good combination. 😅

The surroundings

Very basic