“El hotel es súper hermoso, espacioso y moderno. El personal es super amable y las sesiones de yoga son mis favoritas. Me encantan las villas de playa, y el club de playa es un lugar súper divertido y feliz. Definitivamente lo recomiendo”

“We stayed in the hotel over the weekend. The hotel is new and has good facilities. Although the pool looks big , but in fact most of it is shallow and good for toddlers. Rooms are quite small for the 5*Resort. Food was tasty and fresh. There is a beach club Ula, it is only for adults and has nice pool and beach access. You can eat for lunch and dinner there. It decorated in Mediterranean style and looks super nice.My main concern during stay was a customer service in the hotel. Staff is lacking training and attention to the guest needs. Starting from reception to waiters on the beach.Check in was way too long and inefficient (and I did online check in before coming to the hotel): was no explanation about the property: working hours of the facilities and outlets, location of the outlets, available facilities. We were not offered to open a tap for the room. To deliver our luggage took over 30 min, and was delivered only because we called and had to explain how our bags look like.The restaurant staff is not ready for the full house: not enough staff for the weekends. They all look exhausted and lost. They have no proper communication therefore the information is vary from one person to another about food available at the buffet and prices. Same goes for a dinner buffet. The way they serve as well different form one waiter to another: we have got 2 different ways of serving tea at the same table. One was proper serving with tea pot and spoon and sugar, and another person just got us cold tea in a cup with no spoon. Food itself was good quality.At the pool and beach is not enough personal to serve food and drinks, specially hotel works on all inclusive basis. And once they see that you do not have bracelet for All Inclusive , they care only about how you will pay: cash or credit card. This was the question each waiter would meet the order. And at 5* beach hotel it should not be the case, because people tend to leave all expenses on the room and pay everything at once upon check out. Also we were given wrong information about timing of chocolate hour in the hotel. Only by co-incident during check out we found that it was earlier and not at the time we were given by reception and guest services. Check out was not smooth either. Someone called us to the room and offered poter service to help with luggage. The porter had never arrived and we were informed that it was not booked for us. Why would you bother calling and offering something what you do not intend to do?With all lack of information and communication between departments, I was not informed that it is not allowed to swim in the sea before 7am, I was chased out of the water like a child by 3 persons: Securities and duty manager . It was embarrassing. They said that beach and pool opens at 7am, however none of the mornings of our stay beach or pool was ready to be opened by 7am: -life guards on the beach appears not earlier than 7.20am - cleaning of the pool would finish only by 7.30am and not earlier. - before 7.20-am you can’t get towels because no one is there. - sun beds on the beach are not cleaned and full of sand at 7am. The gentlemen starts cleaning it only after 7.30am.Generally I felt constantly cheated because information and quality of the service would vary from one person to another. The duty manager did not have a good level of customer service skills to resolve the issues during our stay. I would highly recommend to hotel management to invest in good training and improve communication between departments.”