Royal Plaza Mall

This apart has a great potential to be an amazing place for vacation but is outdated, when we first come in has a strong smell of smoke and the bathroom has mold. The phone to comunica-te w front desk and concierge wasn’t work and I send several messages to Expedia to ask than to fix. There was an electronic response so for all our stay there was no comunicacional if we need any room service.

Very disappointed with our check-in. When we arrived, we discovered our room had not been cleaned. We were asked to wait and return in 10–15 minutes, which we did not feel was a reasonable amount of time to properly clean and prepare a room. We went to dinner for about an hour. When we returned, the room was ready—but there still were not three complete sets of towels and washcloths for the three guests staying in our room. The room itself could use some updating and the beds were not very comfortable. The room felt a bit tired and outdated and did not meet the overall quality of most of the hotel’s other facilities. That said, the pools, bars, and dining facilities along with their staff were great, and those were definitely highlights of our stay as well as the beautiful beach. We requested our room refrigerator be refilled with water at the front desk and that did not happen either. We were offered one water bottle that each guest was to have had supposedly in our room but that doesn’t help for us to share one bottle. The refrigerator was not restocked. What was most disappointing was the lack of any apology or effort to make up for the inconvenience of the check-in problem to acknowledge the poor start to our stay. Mistakes can happen, but it is how a hotel handles them that makes the difference. Unfortunately, we did not feel that this situation was handled with the level of service we expected.