Arrived at the location around 5:30-6:00pm. We let them know the previous day we would arrive approximately around that time. Walking up to the counter I was excited to get us all in the room to relax after such a long drive. To be sure we would enjoy our time there, I purchased the biggest villa they had. Right away I realized something was off when the receptionist ignored my booking and asked if I just wanted a single room. I explained that I wanted what I booked and two more times she would attempt to give me a lessor room but for the same cost of the Superior Villa. Finally they had someone drive in front of us and direct us to our villa. When we got there, it was the wrong one. They again tried to give us a tiny room with one bed. There were FOUR of us! I told them again, the booking was for their Superior Villa for 5 adults. So they finally took us to our booking. Upon entering the villa I was so excited to get in that I could have missed any little tidbits that may not have been right. But there was animal feces on our beds, pillows, floor and the bath was covered in feces and urine. On top of that, the door didn't even lock. So we called and they apologized and had us move next door. Upon entering that villa we were more cautious. There was animal feces again on the bedding. I told them just change the bedding and we are fine. But then we realized the back sliding glass door was unable to close properly or lock. So they moved us for a third time. It has now been 2 HOURS!!!! We had to move a ton of items every time. Multiple coolers, luggage, coconuts and more!!! Upon getting into the new room, we realize only one bed is in this villa but at this point we don't care. They show us this giant jacuzzi bathtub that looks decent and we decide to move are things in and just call it a night. Turns out that the balcony lights didn't work and the jacuzzi that they talked up was completely broken and non-functional. We called them and told them they needed to refund at least half the amount. At first they told me I would need to go down to talk to management. I let them know I wasn't going anywhere and it had been 2 hours and I was done playing with them. Reluctantly they offered a 50% refund and we managed to make the rest of the night not completely terrible. Do not stay here, it is not worth the trouble.
