Hotel website claims this as 5-star - completely misleading. Check-in was rushed and unhelpful. The room was spacious but poorly maintained: extremely uncomfortable, sunken mattresses, bad pillows, dirty/possibly moldy curtains; a desk with no chair; missing balcony table despite multiple requests; and inconsistent towel replacement. Replacing a broken ironing board took three days and multiple requests, and the replacement was also broken and dirty. Food was lukewarm, repetitive and mostly disappointing. Staff repeatedly asked about allergies, but offered no guidance, there was no ingredient labeling or gluten-free desserts. The pool area was overcrowded and extremely loud, turning into a party atmosphere by midday. Evening entertainment blasted until 10:30 PM and could be heard on the 8th floor - completely unsuitable for families with young children. The beach is beautiful but poorly managed: limited umbrellas (8 total for 30 chairs), inconsistent cleanliness, and a smoking area placed directly at the narrow beach entrance despite claims of being smoke-free. Kids Club smelled like a pile of dirty diapers masked by an overwhelming air freshener. WiFi was spotty. The overpriced lobby shop attempted to charge our card $1,000 USD instead of pesos, resulting in a fraud alert. We were even questioned about “checking out” when our room key stopped working mid-stay. Aside from the view and weather, this feels like money wasted. Stay elsewhere.