This place actually looks beautiful, picturesque place. I just couldn't believe it that they discharge gray water right at the beach and my kids played with this dirty water and it had a smell to it. We enjoyed the room with the hot tub overlooking the bay, it was a beautiful room. Going to the pool and getting a towel is very hard, includes an interrogation that starts with, "towels are not free, we charge you for it" and the "we apologize, we didn't know you are a guest" statement. The place could be world class if they make customer service world class. Also too much segregation of facilities and services, you are not allowed in one area of the resort and there will be getto signs saying, no trespassing, must pay peso 1500 for entry written on the wall. Also I was told that you can only take the tuktuk vehicle if you stay at the pavillion which is by the way dillapidated and full of molds. There is so much segragation, the beach is packed with ugly c old plastic chairs, really hard to get towels if you are staying at villa,Angelina and you go to the Dakak side of the resort. The employees will tell you that there is different management of every facility and the customer suffers. I also notice that the employees,are not empowered to make desicions, tgey always have to call a supeevisor, which makes everything time consuming and the employees dont have the sense of ownership of the place, which is the cornerstone of any successful busdness, empowering a well trained staff.