4/10 Poor
Keith W.
Mar 30, 2022
Disliked: Check-in, communication
Remote Resort Far From Town
Sadly we had difficulty with our stay at this (Vivo) resort and there were quite a few things that didn't work or were simply unacceptable for travelers looking to relax and enjoy a seamless vacation and remote working experience.
To be fair, the staff is friendly but under-trained. Upon arrival they required us to pay for our stay despite explaining we had already paid through VRBO; and the charge was less than VRBO so that also didn't sit well with us. Whereas in the US it would have been as simple as requesting a reversal of the charges, the staff explained that was not possible and they requested our bank information for making a refund...we were not willing to give our private bank details due to a concern that it could compound the issues we already experienced. The day before our departure a new US general manager (Paul) arrived and immediately identified why the issue happened; he quickly organized a credit card refund, however we were informed it would take up to 20 days to receive that refund...we left with a letter-in-hand stating that the refund had been requested, however that's far from a refund and while we believe we will get the refund it doesn't feel right to have to wait.
Beyond this billing issue, here are a few other things we experienced...
- Our apartment was cleaned daily but the kitchen was not cleaned until we requested it, after 3 days
- We notified the staff that there was no hot water and two 'engineers' arrived shortly thereafter and tested the water at the kitchen sink, which did get hot eventually...however, throughout our stay we only had hot water in the shower's twice over 6 days and it only lasted for a minute or two
- The WiFi throughout the facility is extremely slow and it is impossible to work remotely, which was a big reason for picking the location...we were told by the apartment owner, in writing here on VRBO, that the speed was 128mbps but we typically only got around 10mbps and it was incredibly unreliable...at one time we got as little as 1.41mbps sitting on the balcony of our apartment
- The facility is average in our opinion with pool chairs that are in disrepair, a single restaurant that has limited food options and serves pretty average food
- Thankfully we look at our bills closely and discovered a 1,500 peso charge for one drink...tha'ts $75 USD!!!
- The apartment had stained couches, limited kitchen utensils and appliances in disrepair.
Keith W.
Stayed 5 nights in Mar 2022
