If this was a cheap 3 star hotel, it would deserve 4 stars. For a 5 star hotel at this price, it deserves 3 stars at best. Very disappointing and not worth what we paid. We were traveling for a conference so did not have a choice of hotel.

Check in was easy and quick, but we arrived at 11:30am. They upgraded our room when we asked if there was a better option available and it was ready immediately, which great and unexpected. After that it was all downhill. The front desk line was always long, chaotic and cramped. Passing through the lobby became very unpleasant.

Room- toilet was broken and either would either not flush or keep flushing. We did not want to deal with asking for maintenance or a room change. TV remote needed batteries which we didn’t know until we went to turn it off late at night (it had the time, weather etc so we’d left it on) and they were not able to provide batteries at that time so we ended up having to unplug it. The bedding was nowhere near the quality I would expect. Mattress pad that is too small is strapped onto the bed and you can feel every strap. The bottom sheet is not fitted so slips around while you’re sleeping, along with the mattress pad. There was a lumpy, crumpled tag in the middle of the bed by our feet that bothered us both throughout the night. Overall the bed itself was okay, but the bedding made sleeping uncomfortable. There is no fridge or microwave in the room, but I did find out I could request one from another guest. The shower, soaking tub and robe were the best part of the stay.

The noise of doors slamming and people walking by is LOUD. The saving grace was that the alarm clock has Bluetooth so I was able to connect my phone and play white noise. Other colleagues reported guests in rooms near theirs keeping them up and partying until 5am.

Housekeeping took our dirty towels and left us without bath towels so I had to request more and wait for them to be delivered.

There were frequently children both at the “adults only” pool; as far as I could tell they were not asked to leave. In addition, they allowed a group of college kids to bring a speaker into the pool area and blast music. Trash bins at the pool were overflowing. You have to go to the pool attendant to be set up with pool towels but in general they seemed not to want to be bothered. One pool attendant had headphones in the entire time and appeared to be on the phone while working. It was always a very awkward experience.

Although the water park is advertised as part of the resort, it is actually open to the public and extremely overcrowded.

Selection overall is limited, and selection for the price is horrible. Obviously everything at hotels and in this area is overpriced; this goes beyond that.

There is only one pool, no hot tub, and the pool “bar” is actually more like a glorified bar cart. To be advertising this place as a “5 star resort” is laughable.

There was a language barrier with most of the staff we encountered. We had stayed at another hotel (4 stars and less than half the price) the prior two nights and although English was also clearly the second language of most of that staff they were hospitable, attentive, and able to more than effectively communicate with guests. The staff at the previous hotel made us feel not only welcome but like they truly enjoyed their jobs and hosting us; this one made us feel like a nuisance. I actually ended up in tears that we had left the other hotel for this one.