The resort itself is large, full of pools, and good value for money — no complaints there. However, our experience was unfortunately very negative due to a serious breach of security.
The hotel uses duplicate door numbers — for example there are two 524s, one in “Island” and one in “Tropical.” At around 2am, our door was jimmied open by a drunk guest with his own key. We woke up to find a stranger in our bathroom using the toilet, while a child ran out of our front door into the night. He was apologetic, but the incident was frightening — someone was able to access our room while we were asleep.
When I reported this to reception, the staff member laughed and asked, “What do you want me to do?” She dismissed the issue and suggested nothing could be done to make the door more secure. The maintenance worker arrived, did not speak English, translated “impossible” through our phone, and left.
Thankfully, my partner is a carpenter and he personally fixed the dropped door hinges so that we could double-lock the door — meaning the door was only secure because we repaired it ourselves, not because the hotel took responsibility.
Given someone was able to enter our room at night with another room key and the hotel showed no concern or willingness to address a clear security flaw, we would not stay here again. Nice hotel physically, but extremely poor safety and guest care.