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| - Where to begin with my Zona experience? First my family and I requested a top floor when we booked 3 months prior although not guaranteed we expected it to be acknowledged at the very least. We stood in a long line to check in after driving 6 hours to get here. 2 check in staff, long lines and about 20 minutes later we were given our room key. We drove our car around to the closest location we could find parking we unloaded our bags and trekked all the way to our casita, we realized then it was on the below ground floor, opened the door and was confronted with an open sofa bed, trash on the floor and groceries all over the counter. We trekked back to the front desk, stood in line again and the check in agent acted surprised and said he thought the room was empty. I then mentioned that I had requested a 3rd floor room he said there was none avail but he found a 2nd floor room to move us to. We got to the room and found it to be outdated, dirty stained carpets, sofa in no way fresh but decided to stick it out. During the night we were woken up with all the noise from the room above, it was ongoing and the walls were paper thin, called desk the next morning and lodge a complaint, they agreed to move us to a 3rd floor room. We were told to be packed up by 10am and they would transfer our stuff. We left the resort and return at 600pm got the new room key and entered the new room and it wasn't made up. It had trash still in the bins from the previous guest, and dirty linens, we had to practically wait another 30 mins for the room to be habitable. There are a few more negative experiences but I think you get the gist of it. Adjust your expectation if you looked at the fancy pics on their websites. Definitely in need of improvement in all areas.
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