4/10 Poor
Jenise
Traveled with group
Oct 24, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
Let me start by saying that the resort itself is beautiful and has wonderful potential. However, my recent stay was unfortunately filled with several serious issues that caused major inconvenience and concern for my safety.
First, there was a ceiling leak directly over my bed, followed by finding roaches in my room. I then had to repack and move all my belongings, only to discover that the new room assigned to me had no functioning air conditioning. On top of that, there was flooding throughout in our building, forcing guest and myself to use the stairs. During this time, I slipped on the wet stairs and almost fell, which was very alarming and unsafe. Because of all these issues, I had to cancel my excursion not once but twice. Despite these repeated problems, I was assured by management that I would be refunded for the two affected days. However, I have still not received any confirmation email or refund as promised. I am requesting an immediate update and prompt processing of the refund. Given the level of inconvenience and safety risks involved, I believe this is a fair and necessary resolution. Please confirm when I can expect to receive the refund.
Jenise
Stayed 5 nights in Oct 2025
