I rarely write negative reviews, but this experience was disappointing enough that I feel compelled to warn other travelers.
The Los Sueños Marriott Ocean & Golf Resort is one of the most expensive hotels in the area, and I expected five-star service to match the price. Unfortunately, while the property itself is beautiful, the service consistently fell far below Marriott standards.
The positives first: the grounds, pools, and overall setting are excellent. The swim-up bar was a highlight, and Jonathan at the bar provided outstanding service. He was friendly, attentive, and one of the few employees who truly made us feel welcome.
Unfortunately, almost everything else was disappointing.
Housekeeping was consistently poor. Our room was not cleaned properly, toiletries were not replaced, we were left without toilet paper and fresh towels, and the minibar was never properly stocked. Even the room phone didn’t work, making it difficult to contact the front desk when we needed assistance.
We also paid an additional fee to upgrade our room based on what was represented to us, but what we actually received did not match what had been promised. That was frustrating, especially given the premium rates charged by the resort.
The spa was perhaps the biggest disappointment. For a luxury Marriott resort, I expected a high-end spa experience. Instead, it felt small, dated, and underwhelming—more like a basic neighborhood spa than a five-star resort facility. My massage therapist spoke