After our experience, I would not recommend staying here.
I will begin with the two good things about our stay. 1. The beautiful beach 2. Security.
Upon arrival, we were confronted by the the security woman at the door, raising her voice at us to put our masks on properly over our noses, "or it is a $100 fine EACH!" We were all wearing our masks in compliance with the sign on the door but her tone was uncalled for and attitude completely turned us off and set the tone for our experience. additionally, she embarrassed me in the lobby by yelling at me to cover up when I was clearly wearing my beach cover up, covering most of my body. My attire was in no way provocative or inappropriate. Later, another associate told us, "Oh yea, Jennifer is so mean" and laughed, as though this happens often.
We then went to register and were presented with an unexpected $60 bill for the fobs that was not listed on the airbnb. The female representative told us that we had no choice but to purchase three fobs for our entire group. Unfortunately, the fobs never worked and we repeatedly had trouble accessing the resort, beach and any other doors that were locked. One of the female members of our group was locked out of the resort on the beach in the morning for over 30 minutes calling the resort repeatedly, with no answer. She eventually was granted access by another guest. This could have been a dangerous situation, considering the beach is public and she was alone.
We could not find an iron in the unit. I texted our host, Mr. Anibal, asking where an iron would be. Within 15 minutes, there was a knock on our door by another man with an iron. He handed my husband the iron and 30 seconds later, my husband burned his hand and began the blister because it was SCALDING hot. Who in the world drops off a hot iron without warning the guest of its temperature? I immediately texted Mr. Anibal regarding the matter and the man returned within 5 minutes. The man explained that they must test the iron before delivery, but he tested it over 10 minutes prior and didn't think it would still be hot. He asked to see the iron and agreed that it was still hot. He couldn't even hold his hand to it for more than a second. He proceeded to ask to see my husband's hand for proof of the burn. We had already taken a picture, but he was in the shower because we were in a rush to a wedding event. This is not a matter that we would lie about. We asked who would be compensating us for first aid needs. We understand that mistakes happen, but all he could do was nervously say, "I don't know, I'm sorry." Mr. Anibal never responded to any of my texts.
Next, after the first night's stay, my friend woke up with bites all over her body. She believes that it was something in her bed. These bites persisted throughout our stay and she ended up sleeping on the couch.
Lastly, on the morning of our check out, a tall Spanish man with blonde dyed tips knocked on our door and told us "It is 11am, you all need to get out." We all looked at our phones to see that it was 10:55am, and told him we had five more minutes. He argued that it was 11 and asked to see our phones, stepping into our unit. We asked him to step outside and check his phone. I asked him "If we check out at 11:01, will we be charged?" He said "yeah". His attitude and demeanor was very rude and off-putting. Our bags were by the door and we were doing our best to leave the unit clean, by clearing out food from the fridge, consolidating towels, cleaning up trash, etc. I understand if we were past our checkout time, but with five minutes left of our reservation, we were rushed and demanded to leave.
As a professional in the hospitality industry for over ten years, I have never experienced such negligence and low standards of customer service. With every incident, we thought it couldn't get worse and to our disbelief, it did. I typically do not go into this amount of detail, or even complain about poor experiences but this must be known.
I understand that mistakes happen and people have bad days, but the entire stay was disappointing to all of us. For these reasons we will not be staying at this resort for future visits and will not be recommending it to friends, family or colleagues. I truly hope this never happens to another guest.