Valentin Imperial Maya

What was supposed to be one of the happiest and most memorable occasions of our lives became a heartbreaking disappointment. My husband and I chose this hotel to celebrate our 20th wedding anniversary with 20 of our closest friends and family. We arrived excited to spend quality time together and create lasting memories. Instead, our celebration turned into a nightmare when several members of our group discovered that money and cell phones were missing from their rooms. What makes this even more troubling is that the losses were discovered after housekeeping and turndown service had entered the rooms. This happened on our very first day, immediately turning what should have been a joyful celebration into a stressful and upsetting experience. Rather than focusing on our anniversary and enjoying time with our loved ones, we found ourselves dealing with reports of missing belongings, worried guests, and unanswered questions. Seeing our friends and family feel violated and unsafe was devastating, especially since we had chosen this hotel for such an important milestone. A luxury hotel should provide not only comfort but also a sense of security and trust. Unfortunately, our experience left us feeling neither. Twenty years of marriage is a milestone we had looked forward to celebrating for a long time, and it is heartbreaking that the memories of this trip will forever be overshadowed by what occurred. Based on our experience, we cannot recommend this hotel and would strongly encourage future guests to take extra precautions with their valuables.

What should have been a memorable wedding celebration turned into one of the most upsetting travel experiences our group has ever had. Multiple guests in our party reported that their rooms were entered despite having the "Do Not Disturb" indicator activated. During our stay, cash, valuables, and cell phones went missing from several rooms. The number of incidents within our group raised serious concerns about guest safety, room security, and who has access to occupied rooms. Even more disturbing was the response from management. Rather than providing reassurance, conducting a thorough investigation, or taking accountability for our concerns, we felt our reports were dismissed and met with indifference. As paying guests, we expected our complaints to be treated seriously. Instead, we were left feeling ignored and unsupported. A hotel's most basic responsibility is to provide a safe and secure environment for its guests. In our experience, that standard was not met. The lack of urgency and concern shown after multiple reports of missing property was unacceptable. Travelers should exercise extreme caution if staying here. Do not leave valuables unattended, use additional security measures if possible, and document any issues immediately. Based on our experience, I cannot recommend this hotel and would not return.

What a disappointment this place was. On day one of checking on June 16 2026 with a group of 21.people 10 rooms occupied. Someone entered her room stole 875.00 and 2 phones. We immediately reported it to the staff and security. To only be told what proof did we have that the money and phones were missing. Mind you my mother in law is 74 years old. That being said the staff did nothing and said that no entered her room. That was on Tuesday night day and my Sunday however stole the phones had traded them in and received a new Samsung 16 phone. Very disappointed how dismissive they are about the hole thing. Knowing that we had. I reason to lie about. This place has a problem and they are not addressing it. My wife and witnesses a young man steel a bottle of liquor from the private room they have to check in VIPs. Told the lady Paulo the very next day and she said nothing about it. How crazy is that the following my wife and again walking by to catch a golf cart back to room. And saw that a security guard was locking the doors to that very same room we told them that the young man walked into and walked out with a bottle rapped in a towel. Do not book here.

My experience at this resort was extremely disappointing and ultimately ruined my vacation. The first night, following turndown service, I discovered that my cell phone and cash had been stolen from my room and the cash was in the safe. What made the situation even worse was the way it was handled by the resort staff. I did not feel that my concerns were taken seriously, and I was made to feel as though the incident had been made up. There was little effort to investigate the situation nor take meaningful steps to make things right. A vacation should be a time to relax and feel safe, but this experience left me stressed, upset, and without confidence in the resort’s security or response process. I strongly encourage potential future guest to reconsider booking at this resort or secure your valuables. Based on my experience, I won’t be returning or recommending this place.

Loved the staff and property was beautiful! Ginger restaurant was the best, churros were awesome!