From the moment we check in the problems started, we got the Sian Ka`an Club Suite with Plunge Pool for our anniversary, and a b-day surprise. Well we get the hotel room key, and go to the room, and it was just a king room with a hot tub on a 3ft by 5 ft balcony, WHICH IS NOT WHAT YOU SEE IN THE PHOTOS!! and the hot tub was spitting out smelly yellow/ orange water!!!! We go back to the VIP check in, and there's ONE staff and 7 groups there to check in, after 40 min waiting I go to the NORMAL check in area, and they guy at the front desk tells me, " oh the color of your wrist band, I cant help you here, you need to go to the VIP lounge" IM NOT LYING!!! my mouth about hit the floor!!!! so I go back to the VIP to wait another 1.5 hours to be helped, then she tells me that I have to wait till tomorrow to change rooms since they are booked up. Things happen so we went on our way to enjoy the first day, we get back to the hotel room around 10pm, and the A/C is not working, so I rush to the VIP lounge and she told us again that there's nothing she can do since they are booked. So we slept in a room that was 87 degrees the first night. We wake up the next morning to ANTS crawling all over us!!!! I go down to the VIP area since they open at 7am, and they still weren't open till 730am, I finally get a manager around 1030am and they say that they can't help us, and so I told them that I was not leaving this lounge nor letting anyone in-front of me to check in till they moved me, so they right away moved us to the room we requested, the second day we go to the gym to workout, and its under renovation, which NO WHERE they tell you this when you book your reservation. They offer to take us up to their sister property 15 min down the road if we would like, but we would have to wait for a shuttle, 15-20 min wait. NOPE! We go on our way to relax by their second pool, which is soooo beautiful, and guess what, ITS CLOSED for renovations, and the restaurant that was out by the pool, its closed as well for renovations. So back to the VIP lounge that we wait another 45 min to talk to someone asking why none of this is on their website, they say nothing and so that made us so much more upset, with them just looking at us as if we are their inconvenience. AND MAKE SURE YOU BOOK ALL YOUR DINNER RESERVATIONS THE DAY YOU GET THERE, if not you will be eating the buffet the entire time. The VIP wrist band, does hardly anything for you except gets you a cabana on the beach, you go to ANY bar, you get the bottom shelf drink, esp at the swim up bar/pool. So you read the other review, BELIEVE THEM, THEY ARE TRUE!!!!