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Puerto Aventuras Vacation Packages

Hotel is very nice and staff is super friendly. The swim out pools are very cool! Food was also very good.

First, our room's bathroom was not properly cleaned upon arrival, which raised concerns about the overall cleanliness of the resort. In addition, although the advertised check-in time was earlier, we were unable to check in until approximately 3:45 p.m., causing an unnecessary delay and inconvenience. I was also disappointed by the lack of activities for children. Aside from the swimming pool, there were very few options to keep kids entertained, which was not what I expected from a family resort. The dining experience was equally disappointing. The food quality was not enjoyable, and I witnessed a staff member coughing over the food at the buffet. This was extremely concerning from a hygiene standpoint and made me uncomfortable about eating there. Overall, these issues significantly affected our stay and did not reflect the level of quality or service I expected.

The house is spacious and beautiful. The pool was refreshing. We were grateful for the free WiFi and free parking. We truly enjoyed our stay. Some suggestions: Better communication to the security guards about guests coming would help. Many of the guards were not even aware of this property, and none of them spoke English. We had trouble getting through the two gates on more than one occasion. It would help to add the following for guest use: vegetable peeler, can opener, electric dishwasher soap, paper towels, cleaning products, replacement trash liners, mixing bowls, and dish cloths. Booking is very difficult if your arrival is after hours. We had to wire money for payment. More payment options should be considered, including allowing Expedia to be a payment broker, instead of only “pay at property.” The property manager should be more accessible prior to arrival. It took awhile for us to connect with the property manager, but once we could text with them, it worked out fine. There were no checkout instructions. The pool pump required repair while we were there, so we only accessed the pool at the start of our trip.

Balcony

This is a 5-star property on the outside but 3 on the inside. The place is well-maintained and located but we had issues with the air conditioning throughout our 3-night stay that did not allow my family to have a good night sleep. I know that issues like this might happen in a beach front property but the staff, although tried to fix it the best they could, had no special courtesy to us after this disturbing incident…not what you will expect from a hotel declared 5 stars.