"My fiancé and I recently stayed at this resort for five days for what was supposed to be a relaxing and memorable trip. We chose this property because of its emphasis on “hospitality above everything,” but unfortunately, that was not the experience we had.
We are both 26 years old and of Mexican descent, and while we did not want to make assumptions during our stay, it became increasingly difficult to ignore the difference in treatment we experienced compared to many other guests around us.
Throughout the trip, service toward us consistently felt dismissive and noticeably less attentive. At the pool, for example, it was extremely difficult to get service. We often had to repeatedly flag down staff just to order drinks, while guests who arrived after us were immediately greeted, checked on frequently, and provided attentive service throughout the day. Since this was an all-inclusive resort and all guests wore the same wristbands, the difference in hospitality stood out even more.
This feeling extended beyond the pool. From the moment we arrived, the welcome at the front desk felt cold and uninterested. Staff rarely made eye contact, and throughout the resort we noticed we were not spoken to with the same warmth, respect, or attentiveness that we observed toward many other guests. Even small things — tone of voice, greetings, basic courtesy, or being acknowledged — felt inconsistent. The resort itself is beautiful, but genuine hospitality is what makes people want to return."
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