Raquel saved our vacation!!!! Thank you Raquel!!...

Raquel saved our vacation!!!! Thank you Raquel!!!!
This was a trip to celebrate our anniversary and the honeymoon we had never had. We were so excited to finally get there after MONTHS of planning/paying on this trip. We had a few issues with the room and my husband went to the concierge desk to discuss. The young man that helped my husband looked disinterested and didn t look like he understood what my husband was saying. My husband felt like he was getting blown off when the young man started speaking to another employee in their language. Nothing was done to fix anything. In chatting with Usher out on the beach and then Fernando at the pool the following day, we mentioned the issues we were having and that afternoon a crew was in our room fixing the ceiling fan and jacuzzi for us. That was awesome and much appreciated and we felt like things were looking up! What wasn t awesome was pulling the curtain at sliding door to take a nap and discovering the entire curtain covered in mold spots and then mold up near AC vent that was blowing down over our bed. (There was also some mold in the bathroom and the torn wallpaper that the house keepers piled wash cloths in front of to hide too, but no exhaust fans inside a bathroom can create that so we overlooked that). This was the final straw for me. When I took pictures of the mold down to Raquel, she was very calm and helpful and got us moved to a better room. She even helped carry our stuff to the new room which was soooo much cleaner and more comfortable with access to the lazy river pool! (Same type of room but you could tell instantly it was a cleaner room when you walked in). So thankful for Raquel!!

The food at all the restaurants was just okay. I think we liked the outdoor BBQ shack and the Carnival buffet at NOW the best. We were first in the door one night at the Oceana restaurant and were told that there were no scallops despite them being on the menu. I could understand running out at the end of the evening, but we were first in and it was a main item of the menu!?

Thankfully, Usher, Chocolate, Spaghetti and El Grupy were so much fun with activities around the pool and beach during the day and around the plaza at night!!! So kind and caring and fun to talk to! Angel and Fernando kept our drinks flowing and kept us laughing around the pool area. Jeisy and Esthela were the wonderful ladies on the beach that took great care of us and we enjoyed talking to them a lot. Roberto from the towel hut was kind enough to bring us good cushions for our chairs at our new room. Greisy and Scarlen were our favorite waitresses at the plaza in the evenings. Their smiles and hugs were awesome. Charina and Cely at the Carnival buffet were so sweet and we enjoyed talking with them too. Charina even made my iced coffee just right while having a mimosa ready for my husband. And finally, Caterin in the gift shop - she was not only beautiful in person, but such a sweet girl and very helpful. I sure hope all the staff is compensated accordingly, because If it had not been for all those that I have named in this review, our trip would have been a huge disappointment. Those folks are the ONLY reason I would consider returning to this property. Just so I can see all of THEM again. They truly did make us feel like family. As I told Raquel, I wasn t happy when I was in that first room due to many issues that we were having, and that she and the other staff members I listed are the best thing going at this resort and they all deserve to be acknowledged! I would also recommend having someone at the concierge and/or front desk that can speak English because it was very confusing and frustrating trying to speak with them and conveying what we meant when setting up reservations or trying to explain issues with our room. I would also recommend that if they re going to make fun of us in their language, maybe they should wait until we walk away, because some of us do know a few words they re saying. I was so glad to have come across Raquel at last!