2/10 Terrible
Douglas
Travelled with family
23 Jun 2024
Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
We booked all-inclusive. The check-in experience at the front desk was under-whelming. The computer system was slow had to use paper form. I think the front desk staff was new. Asked if our room was nice and her response was, "I do not know, I hope so." Asked to have my World of Hyatt Membership Number added to the reservation and she did not know what this was, but asked a colleague who did enter it. We entered our room and was met with a moldy, foul smell and the bathroom shower gel, shampoo, conditioner and hand soap bottles were 1/2 empty There was a live bug found underneath the pillows on the bed that we disposed of. Dinner the first night, we ate at Market Cafe, the choices of food was very poor, the cod fish had many spines and bones and was very thin, the presentation was not good, we expected more choices, similar to those offered in Mexico. After dinner, we stopped at reception to express our concerns and they made notes in our reservation file electronically that would be directed to the local manager. They told us that the resort did not have another room for us to move to on this day, but maybe tomorrow this could be arranged. The Oceana Seafood Restaurant, is very disappointing - no seafood except for soup. We were downgraded to a Double room which was very clean and did not smell 5 days into our vacation (first available), we were upgraded to preferred status on the 3'rd day allowing access to all. All staff were excellent in their service. Won't return.