Overall it was okay. When we got there it was early 12: 30pm we upgraded our stay to platinum package. When we finial got the room nothing was ready no toiletries, no towels, no robes, phone was broken, shower water running all over the room, broken table at 4pm. They put us in the back yard view after we upgraded. They changed our room to better one but of course the phone does not work, the amenities that comes with the upgrade was not in the room still. We then went to the restaurant la lava where I found most disappointing experience we had reservations which again a upgrade amenity. We had wait while they verify our status. I lost interest in the hotel and the vacation. Then of course the phone was never fixed until the next day at almost 2pm. Everyday they only put 2 beers in the refrigerator. The communication was poor the. After all these things i was over it and try to make the best of it for my children. I loved the entertainment team amazing interactive, ( Joel and Diana) the waiters in the buffet dinner area for breakfast and lunch was great people. As for the waiters working in the platinum area, I didn't care for them, they only paid attention to white people that they thought would have money. Funny because I tipped the same as the other customers and better. I love the grounds beautiful gardens, animals, birds, beautiful ecosystem amongst the hotel buildings. I also felt very safe, the beach was amazing. Loved the grounds, beaches, food, entertainment.