DO NOT STAY HERE! This is NOT a 4-star resort. There was seven of us and we booked three rooms from 8/12/24 to 8/17/24 to celebrate my mother’s 60th birthday. This was my 4th time visiting Mexico and the absolute worse experience I’ve ever had. Everything is outdated and most of the food was absolutely horrible. Upon arrival, we checked in then decided to get food. The food was mostly inedible at the first buffet, so we went to the second one and didn’t like how the food looked. We ended up going to the pizza restaurant. There was bird poop on the table cloth and I asked our waiter for a clean one. There was a bit of a language barrier but I understood that he couldn’t accommodate my request which was completely outrageous to me. I just put a napkin over the bird poop, but I was not happy about it. A big ant fell from the tree above us into my mother’s drink. The waiter didn’t want to get her another drink until I put my foot down. None of us like the pizza but my sister and I thought the pesto pasta was okay. We upgraded at check-in, so had access to all 13 restaurants instead of 9. ||||We went to our rooms after leaving the restaurant. It was clear that my room was half-cleaned. The hot tub was disgustingly dirty. There was absolutely no way it had been cleaned. ABSOLUTELY NO WAY! I found hair on the bed and the sheets were stained. Some of the towels were stained, too, and the shower head was extremely rusted Furthermore, the lobby area is cool but the hallways are very hot and the AC in the rooms barely work. I called the front desk and requested for my room to be cleaned asap. I was tired after traveling, so decided to take a nap. A housekeeper arrived 2 hours later but my son and I were about to shower and head out, so she just cleaned the hot tub. My son went to take a shower but the shower didn’t work, so I had to call the front desk again. Someone came fairly quick this time. The guy fixed the shower and asked me to come in the bathroom to see. This man stepped in the bath tub with his shoes on! I asked him why he stepped in the bathtub with his dirty shoes on and he just smiled. Also, there was only one wash cloth in the bathroom. I called the front desk and asked for more but none were brought. Luckily, I packed an African net sponge for my son and I but we still needed wash cloths for our face and private area. After leaving the room, I stopped by the front desk and showed pictures of the hair and stains. I requested my room be cleaned before I arrived back and explained the wash cloth situation as well. Unfortunately, we had no choice but to go back to the second buffet because most of the restaurants require reservations and reservations can only be requested a day in advance via an app. Keep in mind, it’s only a request that may or may not be approved which was extremely inconvenient. Also, if you missed your reservation you had to pay a fee. The tacos at the second buffet were okay. My room was cleaned by the time I came back.||||By the next day, we still had no extra wash cloths. I called the front desk and was told that they must’ve ran out and that more would be brought later. I was floored that a 4-star resort would run out of wash cloths. I booked a reservation through the app for dinner that night. An employee responded and I thought the reservation was confirmed. My family and I left off the resort for the day. I checked my phone and saw that the reservation was cancelled. I messaged through the app, asking why. A different employee, identifying himself as Manuel, responded and stated that no one was staying in the room number I provided. I apologized for my mistake and provided the correct room number, asking. that the reservation be reconfirmed. The employee messaged “you dumb a$$ mother*cker.” I didn’t respond and started another message thread, explaining what happened. Another employee responded and asked that I stop at guest services once I arrived back at the resort. Once we arrived back, I met with Valentina, a resort supervisor. She was very apologetic and stated that it wasn’t Manuel, it was an employee names Andrea pretending to be him and that she was fired. Dinner reservations were booked for my family for the remainder of our stay. Reservations were also booked at Le Petit, a specialty restaurant not included in the price of the resort. It was an intimate setting with just my family. The experience and food were the only good part of our stay at this resort. Le Petit and Cocoa are the only restaurants on the resort worth eating at. My mother was also scheduled for a complimentary massage for her birthday. I went back to my room and three towels had been left but still no wash cloths. I stopped by guest services later that evening and explained the wash cloth situation again. Finally, three wash cloths were brought to my room. It’s unacceptable that it took me going to guest services to finally get wash cloths. On Wednesday, I was stopped in the lobby by a guest service rep and told Valentina wanted to see me. She came out with a document outlining the free services my family would be receiving. She stated the total price would be deducted from the terminated employee’s severance package. I took a picture of the document then signed. On Friday, we decided to stay at the resort as it was our last day in Mexico. We booked two canopy beds on the beach. The sheet on one of the beds had a stain. I asked the employee attending us for a new sheet and of course my request couldn’t be accommodated, so I placed a towel over the stain. ||||We booked roundtrip shuttle service to and from the resort with Amstar. We were told to see the Amstar rep at the resort to schedule our pickup. My sister and cousin stopped at the rep’s desk at least 6 times but the person was never there. The desk was completely empty, no telephone number or directions were left explaining how to schedule pickup. A resort employee said they hadn’t seen the Amstar rep in 2 days, so I stopped by guest services again to schedule our pickup. We never did use the hot tub because there was some disgusting liquid oozing out of the hydro jets. Also, there are only three elevators on the entire resort and one stopped working on the second day of our stay. One of the working elevators had a weight limit, so the lines to get on the elevators were long. ||||On Saturday, we went to check-out at 3:30a.m. as our pickup was scheduled for 3:55a.m. The front desk employee said there was a balance on my mother’s room for the massage. I explained what happened and showed a picture of the document but she still wouldn’t check us out. She said she needed to verify with a supervisor. I told her to call Valentina but she refused and said it was too early to call her. The shuttle had arrived and I told her we had to leave or we could miss our flight. She went outside and told the driver we couldn’t leave yet. The security guard was hovering over us like we were criminals. I asked him why he was watching us and he started stretching like he was preparing for a fight. Finally, an onsite supervisor came over and told the front desk employee to print the picture of the document and had me sign it. In hindsight, I should’ve signed the document before I took the picture but honestly, I don’t think it would’ve made a difference. Either way, Valentina should’ve made sure the charge for the massage was cleared. What happened was completely on the resort. I WILL NEVER STAY AT THIS RESORT AGAIN! THE EXPERINCE WAS AWFUL FROM CHECK-IN TO CHECK-OUT! I couldn’t wait to leave and took a long shower when I got home. After unpacking, I noticed the tiger head that I bought for my son was missing. It was in our hotel room; I remember telling my son not to open it as the store owner had packaged it nicely in newspaper for our journey home. Before leaving the resort, I did a walkthrough like I always do before checking out of a hotel/resort and verified nothing was left behind. The housekeeper threw it out or stole it! That’s the only plausible explanation. There is no way it could’ve been mistaken for trash; it was neatly wrapped up!