Plaza Caracol Mall

This was a beautiful property. We celebrated my daughter‘s 23rd birthday and graduation as a registered nurse. When shopping for this vacation, it had everything we were looking for. Upon arrival, Jimmy at the front desk could not seem to understand our need for an upgraded room while giving our previously booked room to our girls. This became a daily problem. I started each day out at the front desk after paying additional fees to upgrade and have butler services. We were told our rooms would be ready by 3 PM. They weren’t ready until 4:30 PM when we finally got to our rooms my husband and I had two double beds and my daughters shared a queen size bed. I thought we were settled then I called to make use of my pillow menu and was told I did not have the service. This went on for every day of my vacation. After letting my husband handle this situation for several days, I finally had to step in. The manager did not want to speak to me face-to-face. Someone at the front desk offered me a refund, but I wanted to speak with the manager to see why there was such a huge problem and confusing mixup. I do appreciate the honesty of the manager once he finally came to speak to me. He reported there was just poor communication and offered my husband and I- 60 min massages. It was last minute, so we couldn’t go at the same time and the massages were rushed. Overall, this property has so much potential, but poor management and miscommunication ruined our vacation.