H10 Hotels
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Highly Disappointed
I originally booked in January a junior suite for the adults only on the El Beso side, the day before I was scheduled to arrive (May 9) I received an email saying there had been a change in my reservation stating I would be placed on the El Faro side (family side) but would get a Master Junior Swim Up. I felt a message could been sent in time for me to weigh out my other options. I will say the room was amazing, the room was the best part of my whole stay. Below you will see the list of pros and cons of the resort, now keep in mind I don't expect everything to be perfect at a resort. I have visited many resorts and even though this is a new one it was by far the worst one I have ever stayed at. If not for having a swim up room boredom would have killed us.When you see some of the pictures I have posted you will see the resort was dead, you would think we rented the whole resort just for ourselves. Only 3 channels on the TV were in English, we took a portable speaker so we could at least listen to music when out by the pool. Tip: Take insect repellent the mosquitoes and gnats will kill you. This resort is far from ready of being open. They need to have a proper run through with the owners or whomever to see for themselves that it's not ready. PROS * Amazing room only got that because the El Beso was not finished * Good wifi * Very clean but then again it's very new CONS * Staff seriously fell short on customer service * Only a handful of the workers understood and spoke English * Food was horrible not only at the buffet but also at the restaurants also always cold * The staff that tries to sell you the membership are extremely pushy and even when you stick to your guns saying no become very belligerent (Maxwell the manager to be exact) * The entertainment was horrible * Majority of stuff was closed even when I was told day after day it would be open the next day * Beware...found rusty nails in the pool and around the resort * The daily itinerary is just for show nothing on the itinerary is what is says (what will be open, what time things close etc.) * There is no taxis out front to take you off site, the people they have there make up ridiculous prices to take you in town, we even had one staff member offer to let us drive his car for a fee. * Still tons of construction going on around the site * Neighbor next to me was placed in my building because they were robbed by staff of their credit cards, jewelry and money. * Too many people in and out of your room during the day (housekeeper, fridge refill guy, maintenance why maintenance I don't know the room is supposed to be compete before placing a guest in there) * Beach was not welcoming like some other resorts I visited I could go on and on with the cons of this resort. All in all I will not return, I did however meet a staff member Paltino he tried his best to make our visit a pleasant one, Carlos and Rahdamus at the lobby bar were also nice. The pool bar by Lighthouse had an amazing bartender Gelson and Danny they went out of their way to make us smile and kept us laughing. They would even come over to our swim up to bring us drinks after day 2 they remembered our names and what drinks we liked. The bowling alley was a hit, however the guy they have behind the counter is just there for show, all he did every night we went in there was stay on his phone, a bartender from the sports bar had to come in and serve us because he was to preoccupied by his phone to be bothered with guest, he wouldn't even try to assist with the lanes when they would go down. The waterpark was nice, it was underused, the lazy river was also nice but people would take the floats and use them in other pools and then leave them all around the resort. I had high hopes for this resort Just ended up very disappointed and disgusted. I wish future guest better luck than we had. By the way we were there for 7 long days.