Magna GA
Delighted to have booked a stay here following glowing reviews from family who visited a year prior. Sadly our expectations weren’t met. We were greeted coldly by reception staff who didn’t explain much, asking a guest who had visited prior to explain everything to us. The welcome staff and waiting team at breakfast were truly amazing always serving with such warmth and grace! The service from Helios was applying and after mixing up my order alongside a lack of care following this error I was truly put off from eating there that evening.
The burgers from the pool bar are truly sensational, a must try!
Ants present in the room so be mindful. Drinks flowing around the pool from very friendly staff who may well have been overworked with a few drink orders mixed up and/or forgotten. Considering we visited after glowing reviews, it seems the service isn’t the same as it was a year prior. Has potential to be better than it is.
Kate Bond
One of the best AI we have visited, and we went to a few! It is on par with Siau Ibiza. We had such a lovely experience last year and Jessica made us the best cocktails. We ended up going gaucho every night because the food was so good. Helios served delicious octopus for lunch, which we have enjoyed too.
I have booked a trip to TRS Mexico, with high expectations, but the food and drinks (even pool towels) didn’t even come close to this one - we have still enjoyed the Mexico hotel though because the staff were so helpful and the butlers really do everything for you.
I would definitely come back, as I’m a big fan of the TRS franchise 😆
neel
Travelled at the start of October for 5 nights.
Simply brilliant! Such a beautiful hotel. Staff are extremely helpful and attentive.
Food was out of this world, 2 very good restaurants. The buffet restaurant is like no other, with al la carte dishes served for breakfast, lunch and dinner. Drinks were also to such a very high standard.
Such great fresh food used throughout! Really great hotel! Spacious room with great amenities. The infinity pool is also a great touch!
Ana Lumikot
We recently lived in the Sunset Junior Suite on the 2nd floor for a week. Very strange impressions, rather negative.
We arrived at midnight due to a late flight, and a bunch of tourists were brought in front of us, so the check-in took more than an hour (!). When we finally got the keys to the room (one key didn't work and had to be replaced), we were horrified - ants were running on the floor (!), and the room itself was dirty with huge sticky stains on the floor and table. Reception literally shrugged his shoulders and sent us back to sleep, we had to kill ants with slippers. In the morning, the situation was reported at the Reception, they upgraded the bracelets to blue (Premium drinks included) as compensation and ordered the room to be cleaned. The floor was swept, but I don't think they washed it, or they washed it badly, because the stains were never wiped off, we had to do it ourselves. The ants also ran around periodically throughout the week.
The room itself is dull, dusty, shabby, with fingerprints on the walls and mirrors, outdated furniture, stains on the curtains, a dirty refrigerator, and windows. The shower was clogged, there was an unpleasant smell coming from the sinks and water also leaked badly, so we had to ask the reception to clean it. Usually, I'm fine with minor inconveniences in the room and can turn a blind eye to some shortcomings, however, here, the level of dirt and unkempt in the room exceeded the limits.
In the middle of the week a hurricane came, the wind tore off the roof plating and huge iron sheets fell on the paths, it was good that it was at night, otherwise it could have hurt someone during the day.
One day we went to Helios restaurant for lunch, we were seated in a corner overlooking the bar outside (next to the large pool), I could see the customers coming up to the counter and grabbing drinks. At one point, a pretty posh girl in a swimsuit came up, and when she left, the waitress mimicked her gait, and the rest of the bartenders at the bar began to laugh. This is SO inappropriate.
Tasteless cocktails (especially daiquiris) at the rooftop bar, but at least there is a beautiful view of the city and the sea.
In general, the hotel is not bad, but these disadvantages greatly spoil the impression - poor cleaning in the rooms, shamelessly long check-in, indifference and lack of engagement of the staff at the Reception, and paid parking.
Pros - there are good restaurants and the food is quite tasty and varied, polite and helpful waiters (kudos to Fernando!). Although I didn't like the food in Helios, it was just not tasty, especially in the lunch menu, and the atmosphere itself was uncomfortable. Nearby, there is a small picturesque beach - clear water, no waves, it is very pleasant to swim. Special thanks to the Team for the birthday greeting that we found in the room (a card and a cake). Nice touch.
Not sure we'd like to come back.
Ken Kruis
Ambassador Travel Club Member Review: RUN!!! These people are THIEVES!!!! I signed up for the investment to become Paladium Travel Club Member at the Ambassador level (a cost of over $20,000 USD) while staying at one of their resorts in Jamaica in early December, 2023. THIS HAS BEEN THE WORST DECISION OF MY LIFE. On December 17 2023 I began my first attempt as the 2nd highest tier member that Paladium Travel Club offers to book a vacation. Piece of cake, right? WRONG!!! As of February 16, 2024 I am still yet to have booked this vacation. HORRIFIC CUSTOMER SERVICE ON EVERY SINGLE LEVEL. SCREENSHOTS FROM EXPERIENCE ARE ATTACHED. THEY TAKE YOUR MONEY AND THEN HAVE ZERO INTEREST IN ACTUALLY HELPING YOU VISIT THEIR RESORTS. I have been dealing with these three horrific employees.
Tasahi - THE WORST OF THE WORST. The agent on site in Jamaica that signed me up for this membership. She looked my wife and I in the eyes and assured us its smooth swimming from here. If we ever had any issues, she is the person who will always go out of her way to help us. She is a LIAR. Has the ability and power to help her customers but refuses to. Do not look this snake in the eyes or believe the poison she speaks. 0/10 👎👎👎
Gloria - attached to all emails as a "supervisor". Is she a real person? Who knows. If she is a real person, she gets her rocks off while silently witnessing the company she works for consistently provide horrific customer service. She's probably getting rosy cheeks right now reading this review knowing how poor of an experience she's made sure I've had. Pathetic. 0/10 👎👎👎👎
Juan - a world class dimwit. I dont believe for a minute that this guy can actually read. Can there be any other reason for ignoring your customers so blatantly? How can you be so bad at a job as simple as just answering an email within 72 hours? His average response time is three weeks and not a single response has been helpful at all. Hard to get so upset with someone who is obviously over his head and probably just dumb and incapable. 0/10 👎👎👎
Is there a single employee at the Paladium Travel Club group that actually cares about their customers and is willing to attempt to help them? Probably... I just haven't made contact with one yet.
If I am actually ever helped I may consider taking down these reviews (i will be leaving one on every single google business page of every location in my travel club membership book)
DO NOT BE A MORON LIKE ME AND GIVE THESE PEOPLE YOUR BUSINESS!!!!
The Furious Ambassador Club Member that you refuse to help,
Ken
Edit*** I do not see an option to add the screenshots of my booking experience to this review. Lucky for them!!!!!