We checked into this 5 star resort and it was downhill from the beginning. While mistakes happen, most upsetting was the customer service at the front desk. The lady checking us in (Lisa) was rude, didn’t greet us or seem to know what she was doing. No hello, welcome to the resort - nothing. She was confused about basic things and we had to ask others for help. The other girl (skinny with dark hair) rolled her eyes as we decided which room we wanted to stay in. We decided to get a drink at the pool while we waited for them to call when our room was ready. At this point we were calm and decided to enjoy our vacation. I decided to check on the room status at 3pm, even though we knew the rooms officially weren’t available until 4pm but after a very long day of traveling we figured let’s give it a shot. Lisa mentioned the room actually was ready absolutely simply handed me the keys and said “here” No explanation of where the room was or telling me how to get there. I went into the room she put me in (005) and the entire floor smelled of mold. The walls were peeling and to make matters worse the room hadn’t even been made up (see pics). So again, I went back to cranky #1 hand cranky #2 to let them know and rather than saying “I’m sorry, let me see what I can do”, they went on to say we could pay $120 for a suite if we didn’t like the room. We don’t care about $120. I would have spent triple that amount for a suite but the sheer principle of disrespect and accountability, added with poor attitude made us decide not to do so. To be honest, I travel the world for work and personal and have stayed in the world’s best hotels - everyone in the service business knows that a smile and an apology goes a long way. None of that here. The only saving grace was Marco - the bellhop - who was the ONLY one to apologize for our experience. Someone promote him. This is NOT a five star resort.