Tropical Lagoon Resort

This property should not be sold as is as the maintenance and cleanliness is unacceptable

Wasnt what we expected We book in 4pm in the evening and the room wasn't ready. On arrival i was told their restaurant and bar was out of service due to refurbishment. The remote had no battery and most of the time there is no one at reception.There was one cup in cupboard and the fridge could not close and kettle did not work.I was told security would be on site at 8pm but since i been there, there has been no security.i book in friday and i got one tissue, there was no room service and when i ask, i was told i was not there and there should be two set of key but they cant find one set so they were unable to enter because we was not there, mined you when i booked i was guaranteed private beach and was told because blu lagoon is shut down, we couldn't access the beach because the hiil is too steep and we had our baby so we had to visit outside beach and knowing they couldn't find one set of keys made me anxious and not safe.We were book for friday until monday but we book out sunday after world cup and again no one in the office so we left the keys with one of the worker. We are very disappointed with our stay but hope improvements are made for future guests.

I am appalled by this hotel. First the positive: the hotel is immersed in nature. You get a morning view of the rainforest from your private balcony, and it overlooks the blue lagoon. It is breathtaking. However I had a terrible experience. First of all, the website says there is a restaurant and a bar. However when I arrived at 9 pm, and asked where I could get some dinner, I was told I had to go back to town. I never saw any bar or restaurant in the resort and was never advised that they were closed at the time of my booking. There aren’t any bars or restaurants at a walking distance. Going to town on a taxi costs about 50 dollars. We asked the taxi that had driven us there to take us back to buy a takeaway. We ate takeaway in our bedroom. Since we had to spend the evening in our room, I decided to have a shower and go to bed (I had spent the day on the beach). We didn’t have hot water so I quickly washed with cold water, as there isn’t a phone to call reception and to get to the night porter there’s a very steep slope. I got to bed and was cold but they had forgotten to give us a blanket so we put scarves on us to cover ourselves. I woke up at 6.30 and asked a member of staff if he could check why we didn’t have hot water. He said he will and disappeared. At 7.30 I saw the receptionist and reminded him about the water. He said they will check. I asked to please do it before breakfast because I had a tour booked and needed to get ready. At 8 they came to bring us the breakfast, pancakes, eggs and sachets of coffee. We didn’t have cutlery, mugs or a kettle to make coffee. I asked if they could bring those things and asked about the hot water. They said they will check. At 8.15 they brought cutlery and mugs. I asked about the hot water, they said they will check. We sat down to eat and they came to tell us that we had to be moved to another room. We threw all our stuff into our bags and were shown another room, without bedding, towels and that hadn’t been cleaned. There were dead cockroaches on the floor. We tried to eat our breakfast but it had gone all cold and soggy and we still didn’t have a kettle, so no coffee. I asked a member of staff to please see we’re not charged for the breakfast, since we hadn’t been able to eat it, because of all the trouble they caused. However I needed to leave for the tour, so I ran back to the old room, picked up the towels, had a shower and left, leaving all our stuff without being able to lock the door because we hadn’t been given a key. On the way out I told the receptionist that the room was dirty, there were dead insects on the floor. He said “yes you wanted to have a shower. We will clean it later”. The next morning, while we were leaving the hotel, the receptionist said we must pay for breakfast. I said I had spoken to the staff member about not getting charged for something we hadn’t consumed. He said he wouldn’t let us leave the premises if we didn’t pay. I said I will pay by