TRS Turquesa

This is a long overdue review. My husband and I stayed here for 5 days in March for our anniversary. I booked and paid for our room (Superior Suite) on their direct website. Upon check in they told us our room was ready and walked us to a room in the back of a building tucked way back in a tight corner. We walked in the room and I immediately told our butler that this was not the room that I reserved and paid for. It was a tiny/tight and very odd shaped room and patio. However, I really wouldn’t even call it a patio. The butler seemed immediately irritated and told us to hold on and she (Melky) walked away. We sat in the room with the door open for about 20 minutes and she did not return, so we grabbed our bags and headed to the front desk. We actually passed her talking to another guest on the way there and she told us to go back and wait at the room, but we said we would go to the front desk ourselves and figure it out. Upon arriving back at the front desk they played dumb and seem to have no idea what a Superior Suite was. I showed them on their website and they still continued to act as they had never seen it before. We couldn't believe that they didn't even know what rooms they offer. By this time we asked for a manager and after 1 1/2 hours of being told the room did not exist, they finally said they had a Superior Suite, (Imagine That!!!) but it had just been painted and didn’t have a safe. We said we would take the room and would wait in the room for a safe to be delivered. That took another hour of our vacation. Finally, we were in the room that they said did not exist. We noticed right away that the room was not freshly painted as they said and it was actually very worn with ripped curtains and nicked walls. The pool was very dirty at all times and we never witnessed anyone cleaning it, and we are early birds! The food was terrible and not even worth eating. The only restaurant that was halfway decent was the French Restaurant and the night we went they had a power outage so we could not even enjoy our dinner. It was very dark in the restaurant we kept hearing things falling a breaking. We decided to leave and had to walk back to the hotel lobby using only our cell phones for light. I did not feel very safe at that moment. We had to wait another hour in the lobby with only a couple of candles for light until the electricity came back on and we could return to our room. We asked for some cranberry juice for the room and it was brought to us in an opened unmarked bottle, so needless to say we did not drink it. Our Butler did absolutely nothing for us and had the nerve to say Don't forget to tip me on our last day. I should mention that we did TIP her $20 US on the first day because we thought she would be checking on us and that was not the case for our entire 5 days until the very last day. We were so ready to go home by then and wouldn't you know, our flight was canceled! UGH, so we got on Orbitz and booked another resort to go to that day/night. We just knew that we wanted to leave the TRS and we did.

I recently visited TRS for my birthday. The resort was gorgeous and the hospitality was on point from the moment you checked in and until you checked out. My butler Jackie was very attentive, always made sure my friend and I had everything we needed and did his best to make sure we were well taken care of. The only issue I had was that the food was very average, but I quickly forgot about that once I had a tasty cocktail. I have already recommended this resort to many of my friends and family and I would definitely visit again