I’ve stayed at this hotel multiple times (5–6 visits) and always had a great experience, which is why this situation is so disappointing. I was charged for a restaurant bill at 7:09 AM on the day of my arrival, even though my flight landed at 1:55 PM — clearly impossible. I contacted both accounting and management and provided full proof, but no one has responded for 10 days. It appears a simple mistake was made, but instead of resolving it, they are ignoring the issue. Very disappointing customer service from a place I used to trust.

The room was spotless

The resort itself was great. The room was okay. Some flaws in design (bathroom door hitting the toilet when opened, bathroom door didn’t latch shut unless locked) the shower didn’t drain well- had to stop mid shower to let water drain , the slider door was really tough to open and close- track needed cleaning or some grease. BUT we had a walk out room right to the pool and this was amazing which made the room issues not a real problem.

We booked a room for 5 nights through Expedia neaely a yeae in advancw. When we arrived the hotel informed us that they would be changing our room in the middle of the trip due to availability. This was annoying because of unpacking and repacking everything, but what really put a damper on our vacation was that we had no room at all from 10am that day until 3:30pm. So basically a whole day. They also disconnected our wristbands during that time so we didn't even have access to the pool bathrooms. This wasn't a one-off situation either, they did the same to many guests that day. They apparently just accept any reservation even when they dont have the same room available for that block of time.

Room was nice clean but smaller than i believes it to be from the advertisement on Expedia

Everything stood out. They cleaned our room more than I have ever expected, staff was super kind and helpful and the amenities were overflowing. Thank you!!

Clean room Quiet location

Rooms clean, staff was great!!

Nice property, not so nice customer service.

Excellent location, great staff, still undergoing construction in a few areas

Newly renovated rooms. Right on the beach. Staff wonderful

The suite smelled of mildew. They didn’t bring a dehumidifier until 4 days went by. Totally unacceptable for the money I paid. Upon arrival they didn’t give us any direction as to find our place or how the numbers worked or what was going on at the resort. I hope you will train your staff better. I doubt I would ever stay at this resort again.

The Phoenix doesn't disappoint. Our room had just been refitted and was spotless. The staff is always there to help.

Rooms were clean, grounds were clean. Food qas great

Very nice property

Room was a little musty and we’re switched to a better room. Everything was amazing about this trip.

The room was clean, food was good and beach was beautiful. However, there was construction 5 days a week which was not on any web site when we were booking.

Yes room was 5 star but the beach water was just par. Water was murky.

Save your money and go to an all inclusive resort instead

There was a “service charge” put on every tab but then a gratuity was also expected of 18-22% in addition. No one could really tell us what the service charge was for we will not be staying at Divi again until this is figured out and we are given an answer about the fee.