My friend and I had been so excited for this stay for a very long time. When we arrived, we weren't really satisfied with our room, because it didn't look like the pictures. But it was first until we were lying by the pool that we really felt that we had been fooled. Loud party music from noon until midnight by the pool AND the pool was open to the public, so there was a lot of people! Not very satisfying, when you have paid a lot of money to stay at a 5-star hotel... where everyone else can enter as well.
We then talked to hotels.com, and afterwards the managers of the hotel… which were SO RUDE! I had to go through two big and LOUD discussions in the lobby with two adult managers, who couldn't even say sorry for the bad experience we have had. And whenever I said that the music was too loud or the room wasn't satisfying, they would just argue against me and say that I was wrong. - I wouldn't call that customer service, let alone 5 star (!?) hotel service!?
Finally, we talked with the owner of the hotel, who wanted to help, but only wanted to give 1/4 of the price we had paid to find a new hotel.
We ended up getting another "pricier" room because it was too expensive for us to pay for another hotel. Instead we ended up having BIG COCKROACHES and bedbugs/fleas instead! Faeces from cockroaches by the plates in the kitchen!
We finally got a new (an actual 5 STAR hotel and service) hotel in the city through hotels.com.
I wouldn't recommend this hotel to ANYONE!