Two calls to maintenance were required before a fellow opened it by hammering the latch plate using a screwdriver as a chisel, mashing the latch into the door, then pounding the bent latch pate back into place. The metal pocket door separating the patios between our bedrooms was locked shut. It appears that there was a problem with the unit in general, the internal side walls bowed and shelves just drop out of the track edge. Later the 3rd day a replacement refrigerator was brought and exchanged. After 2 days, 4 calls to front desk and a "promise" by the salesperson to "look into it", a single replacement shelf was brought to the door - it also did not fit. 2) Refrigerator glass shelves were poorly fit - unsafe for groceries. They had no problem whatsoever in arranging a sales presentation and breakfast buffet for the following morning. On arrival into the suite, the second bedroom was locked off and took over an hour to get the room open. We had reserved a 2 bedroom suite with kitchen, and they were able to find one for us in only a few minutes. 1) On arrival, reception had our reservation confirmation, but the wrong name. Wednesday and Thursday are "quiet days" as those who go to timeshare pitches take their free trips. You're not told unless you ask, but cabanas are $30 per day with food and drinks purchased by the pool offsetting the charge. More canes and wheelchairs than we've seen at other resorts. You have to take a taxi or have a car to get to any shops, offsite restaurants, etc. Driver told us 90% of people just want to buy groceries to cook in their rooms. Shuttle to Playa del Carmen (25 minutes) is shuttle to grocery store. We went to the restaurant an hour or more early and always found tables available. When making reservations for onsite restaurants (which are expensive) we were always told the requested time wasn't available, and offered a time that was up to an hour and a half later. Tricked into timeshare sales pitch when told it was an RCI update on legal proceedings. After lunch and some waiting around checked and found suite was available early. Check-in took 15 minutes and then we were told our suite wouldn't be ready for four hours. Beach is rocky and not friendly to swimmers. Your room can be a mile or more from the ocean. The place is HUGE and growing to sell more timeshares. I more than highly recommend this hotel especially for family's with children.Ī lot of money goes into making the property look nice and the people are pleasant, but we'll never go back. I would like to mention one staff member in particular Mr Antonio Perez, who was always so graciously and exceptionally helpful, you are a real asset to the hotel and they are very lucky to have you on their team. We did go once to town to the grocery store, started off at the Mega store which I am shocked but compelled to report was INFESTED in cockroaches, wherever we looked in the fridges, amongst the bread, everywhere, we left and went to Walmart which was great well stocked and clean. We really did not think the food was too expensive, although not very cheap when traveling and paying for thirteen people, but really delicious and outstanding service in all restaurants, Angel in Tramonte you were great as were your staff. Because the resort is so far out one is captive to the resort when traveling with kids, but that being said the food in all restaurants is exceptionally good, Tramonte the Italian restaurant being our favorite. There are so many different activities daily for children, from kyacking in the pool, art classes, ceramics, and the list goes on. they have a wonderful rock climbing wall on the beach supervised by a fantastic lady Marlene from echo tours. To the left of the hotel towards Iberostar hotel is an exquisite.beach with clear blue ocean and to the right is the Valentine hotel, also a nice beach and great swimming, I prefer the beach towards Iberostar. So many palapas and chairs on the beach, never have to rush down early to the beach to get chairs as in many other resorts. the beach seems to be in much better condition than previous years and is really lovely, thanks to hard working staff who really maintain it so well. although the waters edge is rocky, bring water shoes and you will pass the rocks and enjoy a wonderful swim in the ocean, lovely rock pools for the smaller children. Just enjoyed a magnificent return trip to this resort.Compliments to management for doing an exceptional job of maintaining superb grounds and yes a gorgeous powder beach.
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