Villa Margarita at Jaguar Reef

We recently rented a room in the Villa Margarita at Jaguar Reef. We do not recommend staying there. The villa is in a great spot, with a pool, and directly on the beach. It should have been an amazing stay, but the building has significant deferred maintenance issues and a very lax cleaning crew. When we arrived, the villa was dirty and poorly maintained. They didn’t have a key to the front door, the only key was to the rear sliding patio door, and it was broken. Maintenance had to be called to fix the door for us because it wouldn’t lock or shut properly. The villa was very dirty when we arrived. The floor was gritty, the sheets had stains, and the kitchen area was very dirty. Coffee and grease on the back splash and the counters were sticky, and the refrigerator had a wad of someone’s hair on one of the shelves, yuck. The kitchen was poorly equipped and didn’t even have a spatula. We had to go into the village to buy a broom and basic cleaning supplies on our first day. The first night when I was hanging my towel on the towel hook outside the shower, the towel hook and tile fell off the wall. I texted the front desk to let them know so we wouldn’t be charged for damaging the villa. They sent their maintenance man; he finished removing the broken tile and said that he would be back the following morning to complete the repair. He never returned, and the broken tile and towel hook was still sitting under the sink where he left it 5 days later when we checked out. The most frustrating part of the stay was that Jaguar Reef misled about their promotions. Their website offered a “Summer Escape” promotion that promised a discount for stays over 4 nights and a US$100 resort credit. When we were told that the $100 resort credit wasn’t in our account, the local staff said there was nothing that they could do, we’d have to work that out with the reservation team. We emailed them, only to be told that they never combine offers and that we misunderstood the promotion. We pointed out the promotion was still on their website and clearly stated that we would receive BOTH the discount and resort credit. They refused until I asked them to escalate the matter to their supervisor, and included screenshots from their own website that showed the promotion included both the discount and resort credit. It was not a good experience, and we do not recommend staying here.

The staff for this Hotel were so friendly and very hard working always there to help. Jerry, Lukas, Greg, Malcolm, Captain Larry, Captain Alex and cousin Anthony thank you for all of your help, kindness and laughs. I apologize for the ones I may have forgotten to mention. The beach was beautiful and clean everyday due to staff making sure. Our room was beautiful, clean and huge, with a pool and ocean view. Thank you for everything :)

The stay was fantastic, room is spacious, and the customer service from the general manager, Tessie Duran Tonaco, was professional & unmatched. When you visit, please ask for Tessie to handle your concerns. She'll go above and beyond to make sure it is a pleasant experience with the most genuine smile and personality. I'm looking forward to returning bringing others with me.