Stayed for a week in March in a Honeymoon Suite (room 7615) on the Seaside Suites side. The rooms are starting to show their age with missing sink drain covers, rust around the sliding door handle and balcony pool area and a closet door that wouldn't stay open and would wake the neighbors with it's squeak. The paper thin walls are shameful for a hotel. Concierge services were somewhat of a joke. It took almost 2 hours to schedule a massage, two dinner reservations and the beach dinner. All of which were included with the room and nothing out of the ordinary. You can tell staff do not know what they are doing and seem confused. We waited 2 and a half hours for dinner at Culinaroum the first night after getting the buzzer at 6pm. I had to fight to get a table after seeing numerous sitting empty. After talking with others & several more long waits for food, it became obvious that they held tables for the vacation club members in case they showed up and made others wait. We missed eating breakfast one morning after waiting over an hour and a half for the food to arrive bc of our spa reservation. That kind of a wait for breakfast food is unacceptable. The app is not helpful. Restaurants were closed during times it showed they were open and it never worked for room service. The pizza we got from room service was nothing more than a frozen box one that wasn't even cooked thoroughly. The lunch situation is horrible if you go near Guacamayas. We were there early and always had a wait of at least 45 minutes if we wanted a pizza or the Sandwicherie. They need more tables and servers. Do try the ice cream with Pecan pie. It was fabulous, yet we were only able to get vanilla once bc they didn't restock any. Odd. All buffets were left unstocked after food ran out. Go early if you want options or warm food. The whole place caters to their vacation club members or those willing to pay more for a Mexican dinner night or show on the beach. It's not AI for everything that is normally included at other AIs. The massages by the beach were nothing to rave about and the spa itself didn't have working showers to clean up after. The beach on the Palms side is lovely; as are the Bali beds, if you're willing to get up early to save one. All the pools are cold, including the balcony one on the top floor with no roof. No one was even in the lower floor balcony pools bc they were freezing. The sun was the saving grace on building 7, 6th floor. The food we ate was all good, minus the Italian restaurant. Be prepared to use salt / pepper or ask for more spices at all the restaurants, minus the Mexican, La Carreta. It had top notch flavors. Definitely go to Driftwood for lunch and their fresh seafood. I would prefer making reservations for every night to be able to eat when planned vs waiting for hours to be seated, unless you show up promptly at 530pm. Take a cab and go for a day trip in Playa del Carmen for shopping and skip the shops on property. The grounds are metic
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