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"Once we arrived, we ended up paying extra to upgrade to a room with a balcony because our original room didn’t have one, even though the pictures made it seem like it did. Unfortunately, the upgrade was a complete waste. The balcony was so dirty that we didn’t even use it once. It honestly looked like it hadn’t been cleaned in a long time, with ash stains on the ground and overall filth everywhere. It seemed like the only “cleaning” it gets is when it rains. The towels in our room were also dirty and had stains on several of them and smelled, which was pretty disturbing. We seen housekeeping in the hallway and let them know, they said the towels were brand new but that obviously was not the case. For a luxury resort, I definitely didn’t expect the cleanliness to feel closer to a motel. Valet service was also frustrating. Half the time when you text for your car, it either isn’t ready or they don’t see the message at all. The only positives were the beach and the pool, which were great. Unfortunately, everything else—especially the cleanliness and valet service—was very disappointing."

"From the time we got there it was disappointing when we got to our room bed wasn’t made shower had hairs on the wall and floor and the tile looked like someone put out a couple of cigarettes against the tile on the wall so i wiped it all clean before I could shower went downstairs to explain they said they were sending someone up but didn’t happen until the next day in late afternoon 😡 someone had spit some nasty greenish thick stuff on the wall and it was next to the bed again late in the afternoon they came to wipe it off ! This all after I had gone downstairs to tell them again that morning and specifically told the gentleman at front desk that my wife and I were going to be in the room waiting for a couple of hours and would appreciate it if they would come while we were there! Again waited 2-1/2 hours and no one showed so late in the afternoon I got a text message tgat they were at my room but I had the do not disturb sign on the door! I told them go ahead and go in either way ! We went back tup to shower after five pm that’s when they knocked on the door 😡 then they told me they were going to adjust my price for the room by 50 dollars big deal that same night we opened the bed and pulled the sheets and the mattress protector had blood and poop stains on it so we got grossed out and I called again for someone to come and change it out very very disappointed 😡! "