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I will start with saying that this is a beautiful well cared for resort. However what you should know in advance is that it is about 40 minutes from the airport and from town. Very remote and no place else to eat in the area except at the hotel. So after much consideration and disappointment my husband and I decided to go ahead and get the all inclusive plan for food since the resort meal prices are very high as are the prices at their very small market that does not offer much selection.
We were rather bullied into doing the "members update" the morning after arrival which is promised to be 90 minutes but on the upside we were offered a discount on the all inclusive package so we decided to attend the update. It took 4 hours and the staff member Lance who led our tour was very rude and condescending towards us when we declined his first offer of a 1.2 million dollar upgrade package. He constantly bragged about all his rich customers and how often they come to him to upgrade for "status". He actually said to me three different times that I should be making more money! When we signed the final offer papers as declined he slammed his hand down on the table and loudly yelled "Wrong answer"!
When we met with our concierge to discuss purchasing the all inclusive plan prior to agreeing to attend the meeting, we were very specific about the discount offered being able to be directly applied for our all inclusive package. They quoted us the discounted prices and said we would get a total of $273 off applied as credit back towards our purchase. The all inclusive plan was about $1700 for 7 days for 2 people. We again asked specifically if it would be able to be used for the all inclusive plan and were told yes, and he even wrote it down on our paperwork as retroactive towards the food plan. So we decided to eat the cost of the plan and try to enjoy our trip. We were told we had to pay for the all inclusive meal plan up front so had to put it on our credit card right then. Again he reassured us the credit would be applied towards the cost at checkout.
The buffets were rather repetitive with the same foods offered. The staff intently asked me about food allergies at each restaurant check in and then again by the wait staff each evening. I have a severe anaphylactic type allergy to kiwi fruit so was appreciative they asked, as much of the food was garnished with kiwi and it was also on the buffets every day so I had to be extra careful with my food selection. In spite of being asked multiple times per meal I was served a dish with a kiwi garnish on it three different times during our week stay. Frustrating.
When checkout time arrived we were billed for taxes and mandatory room fees and then told we had a $273 room credit that could not be applied towards those fees and suggested to go spend it in the gift shop. (We were about 15 minutes from our airport transportation arrival to go home so that was impossible anyways). They said they could not and would not give us the credit back as promised when we checked in, and even after talking to two levels of management they basically told us we were out of luck. The first manager we spoke to even shook his head and grumbled quietly "This just happened last week" so we know it's not an isolated incident that people are being misled.
So naturally we left this trip with upset feelings about being ripped off and lied to.
I will also add that if you are someone who enjoys any nightlife at all this place is not the place for you. They pretty much shut down at about 5 pm closing the pool bar and it gets dead quiet. Everyone goes off to dinner or back to their rooms as there is nothing else to do. The only way to get a drink after 5pm is in one of the dinner restaurants. We are not wild and crazy party people at all, but were definitely disappointed by the lack of things to do after 5 pm. They did offer shuttles into town at the cost of $40 round trip for 2 people, but the last shuttle came back rather early also and it's a very tiny town. - via 