Dona Ana Hotel

The staff helped us sort out our adventure plans and even arranged takeaway for our 5 a.m. starts. They were great about accommodating everyone in our group. We spent a week at the resort, which is close to the airport and just 2 km from town, yet feels tucked away among gardens, pools, and the beach. There are fun restaurant and bar programs on weekends. Food is made fresh, so it takes a little while, and they showed us the small farm where they grow organic vegetables for the kitchen.

The price is good for the area, though it still isn't cheap. We had a good holiday, but staying here meant keeping our guard up. There was no running water for a day, the pools were green and had trash in them, and the bar had some suspicious “accidental” overcharges. A higher amount was entered on the card machine more than once. We also ordered a bucket of five beers, but they brought them one at a time and claimed my husband was on his third when he picked up his second. The biggest problems were with our transport and bookings. We were told an airport transfer would be waiting, but it wasn't there when we arrived. Locals crowded around trying to sell things once they saw we had no ride. The transfer eventually showed up after other drivers contacted the hotel. We had already paid in full through a popular online service, but staff said they couldn't find our booking and asked us to pay directly, another £200. After a long back-and-forth with the service and a lot of persistence from us, they suddenly found the reservation. It seemed other guests got this treatment too, and some paid in a panic. Don't do that. We'd also paid a deposit at reception for a day trip the next morning, with the rest due at the boat. The quoted price was already above the “outdated” flyer price. But the guides never came to the hotel, and we were told to find the boat on the nearby beach. With so many boats there, we didn't know which one was ours, and locals again surrounded us offering other trips. When we found our boat, they demanded much more than the hotel had quoted, so we refused and missed the trip. After we complained, the hotel rebooked us for the agreed price and the guides collected us the next morning. Losing that day meant missing another trip we could have taken. The manager acted concerned, but he had also tried the booking scam himself, so I can only assume he gets commission from whatever extra money the hotel can bring in. He did upgrade our room and arrange the trip again. The cleaning staff and cooks were the only ones who gave good service. They were excellent. Everything else felt scammy.

We paid $702 a night for the presidential suite, and it looked more like staff quarters. There was no room service, and nobody spoke English. This was a complete rip-off. Don't book here if you don't want to be disappointed.

Amazingly nice place to spend quality time with your loved ones. Beautiful rooms and a bar right on the beach.