We just got back..I wasn't going to post anything cause I know a lot of people say great things about this resort but I feel like I should because our experience from start to finish was terrible and I don't want anyone else to experience what we experienced.
We checked in on May 3 when we arrived the hotel said they over booked the hotel and had cancelled some of our guests rooms. My sister in law was placed in a room with her brother and his gf and two of our friends didnt even have a room. They refused to help us. They told them that they could bunk with other people but they would charge them for those nights they have to stay there!! I was totally shocked. They kept telling us the resort was full and that their itinerary didn't mean anything. It took us 2 hours of arguing and fighting to get the two rooms we should of had from the beginning!
The rooms were OK..I found a cockroach in the tub on our first night and some of our guests also found bugs, cockroaches and lizards in their rooms. The upgrades in case no one knows cause we didnt know this..means a bigger size room which was like 5 cm bigger..We were expecting as the bride and groom to get a better room but no.. we actually got the same room as most of our guests and with a terrible view. My sisters room had a better view than ours did. We also got NOTHING...no perks, nothing special..all they did for us is what we paid for in the Sunshine Package..thats it and the sovereign was embarrassing..Our welcome letter that we got in our room was also addressed to the wrong people! they were not organized nor did they care that they screwed up.
The safety of the resort is really bad. My sister in laws room was broken into while she wasn't in her roo. We found out later that is was one of their bar stalkers! he opened up her suitcase and purse and went through everything! thank god there was nothing valuable or worth taking. My husband ended up staying with her for a night because she was terrified. My grandmothers room also got broken into at 4am!! the guy walked in and said "sorry wrong room" and then left! The hotel then blamed my grandmother for not closing her door...YA right!
The hotel staff do not want to help you..They will do everything they can to NOT help you.. Our air conditioner in all our rooms did not work and they never came and fixed them..We had 50 guests who all had the same issues and they did nothing.
The wedding was OK...it went smoothly and there were no problems. Our 1 on 1 with Maria I specifically said I wanted all my decorations back including our cake topper...guess what she does, she returns some of the decorations, then once I notice some are missing she tells me they were thrown out and I never told her I wanted to keep them including my cake topper!! I was livid..they refused to replace the cost because I didnt have my receipt!
This hotel is a joke and for all you brides that had a great experience I am happy you did but all 50 guests of ours will never be returning and will be writing reviews on it cause it was just terrible.