I had high hopes for this hotel during our stay in August, but our experience was far from what we expected.
First, there was a problem with our room (amazingly far from the beach, with AC not working). While they quickly gave us a new one, there was no hot water, despite assurances that it would be fixed within the next couple of days. Reviews on Google from over three weeks before our stay already mentioned the lack of hot water, so it's clear this was an ongoing problem. The air conditioner served more as a fan, and even after an electrician's visit, it remained ineffective. We were told to be grateful because other rooms were even hotter.
The biggest letdown was the food. It's hard to describe how bad it was. There was barely any variety, and none of the dishes were labeled (a nightmare for anyone with allergies). The meat was tough and difficult to chew, and the fish served consisted only of heads and tails. There were no fruits or juices. The buffet on the terrace was frequented by birds that landed on the food, and guests seemed unfazed by it. Cockroaches roamed the restaurant, which is far from acceptable. We opted to eat at a fast-food stand for decent hot-dogs.
One redeeming aspect was the grill station, situated on the terrace, where they displayed RAW MEAT on plates in the scorching heat WITHOUT REFRIGERATION. Birds were often nearby, which was unappetizing.
We attempted to address the issues with the management at the Guest Experience desk. They listened to our complaints and promised a free late check-out, but when we went to the reception to confirm, nobody knew about it. Back to the Guest Experience desk we went, and this time, the lady claimed she needed to speak to the manager to confirm. After a lengthy wait, it turned out the manager wasn't required, and she reluctantly presented us with a waiver to sign - we were told this 3-hour late check out would fully compensate for our inconveniences. We rejected this "offer" and are even considering legal action.
Additionally, it's important to note that many of the 5-star reviews on Google seem suspicious and may not reflect the actual guest experiences.
Overall, our stay was far from what we expected from a hotel of this caliber. The issues with room facilities, food quality, and uncoordinated staff interactions left us deeply unsatisfied.