The staff really need to work on their customer service as representatives of Nickelodeon. I was hustled hard by front desk team by taking my cell number and acting like they cared about my bus arrival when all they cared was to get me to come to a one hour meeting the next day. I eventually got my information through my airline. I also didn’t appreciate being unsold on a Karisma timeshare at the reception when I simply went to ask when my airline bus was picking us up the next day. I think the staff need to be a little bit more knowledgeable and more Disney like in a sense to cater to young children. Also the character breakfasts are a waste of money because the characters just come out and dance around and it’s not like they go table to table to stop and take pictures: it’s just a show. I feel like the character greets were hush hush so that kids could miss a greeting with the character and then they make you want to pay to have a private character greet with your child for $150USD. They even had the wrong day on the screen at the front entrance at the water park and pointing it out they didn’t seem to care or notice or even know what day it was. When I mentioned the issue to the staff at the water park they were clueless and didn’t care. By chance each day we found the character he wanted to see and we would take pictures. Everyday when one character would be listed on the app, someone else appeared and it annoyed me each time because my son and I would walk to the specific meeting point and it would not be the character he wanted to see. The Karisma app was not accurate at all with the schedule of the kids activities and for the character meetings. Even showing up at 7am we had to wait for the Buffett food to be sent out and waiting in no AC was brutal. The restaurants that stated they opened at 6:30am were never ready with food or anyone to bring you coffee to your table. The kids were boiling hot and refused to eat. There was no working air conditioning in the sugarcane restaurant and no one knew when it would be fixed or cared. Our mini fridge in our room only got stocked up once the whole 7 days we were there. I felt our room was big enough but still tight and felt that there was a lot of wasted balcony space. Also, we had the upgraded swank suite with ocean view and luckily we got this room because the other rooms are so tight. I highly recommend that parents bring their own baby food, including fruits, protein, formula and snacks which I luckily did. Some days they ran out and didn’t have any. My husband had to go from the breakfast Buffett at Sugarcane to look for them or the coffee shop or from the aqua bar. The only complaints I have since I was travelling with an 8 month old and 2 year old are as follows: the baby food as indicated on their website is not accurate, they don’t have Gerber Baby Food, they only have fruit packs for 6 month or 12 month age groups and not one or the either was readily available. The food is top quality along with the drinks. The staff for the most part seemed friendly and attentive. Best resort I’ve been where the rooms are cleaned up nicely as well. Have to say the resort is very clean, workers constantly cleaning and maintaining the landscaping. If you've been using KAYAK successfully up until now, try closing your browser and starting again.First time at this resort.
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