We were told by the front desk we could dine at the privilege restaurant but when we attempted to enter that side the security guard abruptly turned us around. Room service costs $25 after 6pm if you are not a privilege member. We couldn’t get help with our luggage when we left nor could we get room service that was edible. The staff is extremely lax and have very bad I don’t care attitudes. The food was garbage and after a day of eating it we sought potato chips as our dinner the next few days we stayed. Jamaica is known for jerk chicken, salt fish and rice and peas. There was a lot of staff but only one person actually working in different areas. Our shower had hair in it,& 1 staff at the buffet was rude after I asked for utensil. I though the hotel/front desk would follow up. The server took it back, the chef came out, they apologized. The supervisor: Harold and server Patrice. At dinner, (this was the first time the staff was POLITE), this was the Indian restaurant. After eating, the grill began to over smoke, to the point our clothes Stunk, and my throat started to close up. The main food item, would not be ready for hours. She replied “don’t touch the door!” Then tried to explain her harshness. We accidentally touched the door to go in. We went to the restaurant (the ice cream girl gave us the wrong time), so ended up at Route 66. We continued to get ice cream, and her disposition was poor, upon Inquiring about the flavors. There after a guy came and said it’s only 1, XYZ. She was very adamant after I was asking if she’s sure, Bc that’s not what we were told. The girl at the ice cream stand (must be new), as she advised us that every restaurant needs a reservation, (though the front desk told us only 1does). For a property that’s only 2yrs old, the rooms & bathrooms shows rapid wear & tear already. I really wanted to love this resort/stay. Much work to be done to improve the overall quality in this hotel. Many friendly staff members that made you feel welcomed, as others not so friendly. Hotel is fairly new from what I’ve heard, so some staff members seems new at how a resort supposed to feel like as well. That’s something to consider if you travel with younger kids. My teen daughter had lots of fun in the kids water park. NO music once pool entertainment was over, or VERY low. Juan the sommelier made our last dinner at Route 66 the best dinning night with a couple of great bottles of wine! Not available upon request (15-20 minute wait). Wine list was pointless in the restaurants. We had the best dinner at Route 66 on our last night. Different shows every night, but nothing to do after show. People go on vacation expecting to have the greatest time but, hotel was dead by 10:00-10:30pm. Needs LOTS of improvements in entertainment. They did get the dead roach and crab out at 11:45pm, but nothing else in the superior privilege master suite swim up beach front rooms. It’s now been 9.5 hours since we checked in and we are still waiting. 3) no drinks or water in the refrigerator 4) floor is dirty, to include the roaches presence 5) no snacks 6) no wine 7) no alcohol of any kind 8) no welcome pastry. 2) a dead crab was stuck at top of the curtain. The master suite swim up pool room 1166 was horrifying. The second room 2129 was missing the robes and shoes. We waited all night after reporting this to 5 people m, from our butler, the privilege desk, front desk 3 times and finally registered a formal complaint at guest services around 11:00pm. 7) remote control for the tv did not work - borrowed one from another guest temporarily. In room 1165 - the following missing or broken items but were in the smaller swim up room 2017 1) refrigerator didn’t work 2) no drinks of any kind in the refrigerator - not even water 3) no snacks, 4) no wine bottle 5) no rum or vodka 5) no tissues 6) no welcome pastries. We paid for an upgrade master suite swim up pool, thinking that was a fluke, but more things were wrong in both rooms we paid an upgrade for. It took over three hours to checkin, the rooms and 2117 was missing basic items and used dirty drinks bottles/glasses in the swim up pool.
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