We booked a superior room for our stay. Everything seemed fine upon our late-night arrival, but we quickly noticed a strong sewer smell coming from the bathroom. Exhausted from our trip, we decided not to address it at that moment. The next morning, we approached customer service to report the odor and requested a room on a different floor. Initially, they suggested cleaning the room, but we explained that the smell permeated the entire third floor and that covering the bathroom drain wouldn’t resolve the issue. When we insisted on a different room, the staff claimed they didn’t have another superior room available. We then proposed switching to two smaller rooms instead, but the manager stated that exchanging one room for two was "not possible." Frustrated, we decided to leave the hotel and booked accommodations elsewhere. Since I had prepaid through Expedia, I asked the manager to cancel our remaining two nights and issue a refund. Suddenly, upon hearing we were canceling, he was able to offer us the two smaller rooms. It was clear that we had been misled, and the staff, including the manager, made no genuine effort to resolve our concerns. They essentially told us that the room was what it was, and they couldn’t accommodate us in any way. I would strongly advise against staying here; the sewer smell is unbearable.

Good

From check in to check out, we were treated like VIP guests.

Awesome front desk costumer service

Very clean staff was amazing restaurant on premises was outstanding swimming pool was very clean and easy acces overall very happy with this choice

Good

From the start of our stay till the end, we had the most beautiful experience. The staff is very friendly, helpful, and patient. At the front desk they make sure they have someone who knows how to speak English too, which was very helpful when I was having a hard time communicating in Spanish. There’s someone always there to receive you at any time of the day and night, which made our stay feel safe and secure 24/7. They also offer breakfast in the morning buffet style and every morning they had the best selections. Honestly, it was a 10/10 experience.

Very comfortable rooms. Carmen at the front dezk is great!