Lopesan Splash Cove Resort, Spa & Casino

We booked the Lopesan Splash Cove resort for my immediate and extended family (a party of 15 - 8 adults and 7 children thirteen and under) on March 5, 2026. We booked it because of the availability of adjoining rooms for families of 4+ and because it was an all inclusive for families that included water parks for kids. The resort was scheduled to be open on May 1st, 2026. As we got close to our arrival date (July 5th) I became nervous because there were reports the resorts were not open. But, there was no official word and we received no updates or notice from the hotel. Upon arrival on July 5th, we were told we would not be put in the Splash Cove resort because the rooms in Splash Cover were not open, because of this we would be put in the Serenity Resort (which is supposed to be adults only) even though we had 7 children in our group under the age of 13. We were also told we would not receive adjoining rooms for the families with young children (even though we paid for and reserved for adjoining rooms). We appealed to the managers and told them the reason we needed adjoining rooms because we had families with very young children (7 and under). They did not care. Further, they made us wait 3 hours in the hot and humid reception area to just tell us there was nothing they could do. They were not sympathetic or apologetic at all. They simply told us to "have an open mind." Upon our arrival and our stay - the AC went out for over 24 hours (our rooms registered 100% humidity rates during this 24 hours without AC and our floors that housekeeping had mopped took 24+ hours to dry because of the lack of AC). During this time with no AC (for all of the resorts on the property, not just the Serenity Adults Only resort) two fire alarms went off - one at 9:30 PM and another at 1:00 AM. We had to alert the hotel staff that the alarms were going off, they were completely unaware. Further, the restaurants are not able to handle the current capacity. At best they were 20% full and would turn people away if they showed up to eat. Because our family came for a special occasion, I begin emailing the resort on June 5th to make reservations for a party of 15 (which required early reservations and extra costs) for a dinner for 15 on July 9th. I was never able to actually make those reservations. From June 5th to July 5th I was given the run around. And, upon arrival when I tried to confirm the reservations with the concierge at the resort on July 6th, I was told that what I was told via email was completely incorrect and they could not (or would not) set up the reservations. I got so frustrated, my family ended up going off site to celebrate my parent's marriage anniversary (at extra cost). Again, the staff was in no way sympathetic, apologetic, or helpful with this request. It was frustrating because upon arrival it was obvious the hotel was knowingly making reservations for rooms they knew would not be ready. And again - no notice and no apologies for the inconvenience and dishonesty. And, certainly, no accomodations for the inconvenience. I will say the pool area (including the cenota and water resorts) are great and open, and the staff on the ground level (housekeepers, bartenders, and bell hops) were absolutely doing their best. But, the overall issues were unable to ignore. It's possible in a year (or two) if the hotel addresses these issues, it will be great. But, in the meantime, they are no where near ready to accommodate the reservations they have, and they are doing nothing to correct or address it. If you have reservations, if possible, I would get your money back and go elsewhere. And, if are thinking of booking the Splash Cove, Serenity Bay, or Coaba Lagoon resorts - I would seriously reconsider, and go elsewhere. For reference, my family was there from Sunday, July 5th, 2026 to Saturday, July 11th, 2026.