The Fives Downtown Hotel and Residences

This was our first stay at The Fives Beach Hotel & Residences, and unfortunately it will most likely be our last.

We traveled as a family of four (my wife, our two 10-year-old twins, and myself) expecting a relaxing week at what appeared to be a premium family resort. Instead, we've spent much of our vacation disappointed and frustrated.

Our biggest issue was the room. We booked what was advertised as a two-bedroom suite, expecting a connected living space. Instead, we were placed in what are essentially two separate hotel rooms connected by a hallway. The kids' room is much farther from ours than expected, and the shared hallway has an exterior entrance that housekeeping and staff have repeatedly opened without knocking or announcing themselves. As parents of young children, this made us feel uncomfortable and far less secure than we should at a family resort.

Another major disappointment involved the kitchen. Our son has multiple food allergies, so having a functional kitchen was one of the main reasons we booked this resort. Before arriving, we communicated with the hotel and were told we needed to rent kitchen equipment for an additional $57 USD. While unusual, we agreed because preparing safe meals is a necessity for our family.

When we arrived, the "kitchen package" consisted of one pot, one pan, and only four place settings. It was nowhere near a functional kitchen for a family staying a full week. We brought our concerns to the front desk immediately but were brushed off. The following day, the manager on duty visited our room and told us the kitchens are "more for show" than for actually cooking and that nothing could be done to help us. That response was incredibly disappointing, especially after explaining our son's medical dietary needs.Throughout our stay, we've also felt like second-class guests because we chose not to purchase the all-inclusive package. Due to our son's allergies and our daughter's eating habits, all-inclusive simply didn't make sense for us. Guests are given different colored wristbands, and it genuinely feels like staff notice the wristband before they notice the guest. Service often felt noticeably different depending on whether you were all-inclusive.There are certainly positives. The grounds are beautiful, the beach is lovely, and many staff members were friendly. However, the room layout, the non-functional kitchen, the lack of empathy from management.

If I could leave zero stars I would. DO NOT STAY HERE! We have arrived to this hotel and been here for 2 hours and when we got here we got no service from the front desk. I stood in line for 30 mins before having to ask hey can you help me and Yissell finally said yes. She was terrible. She told us one room after another 30 mins long check in, with one working elevator we find out we got the wrong room key for the room next door. The room was spacious but had one bed we booked the double bed room. So after going back downstairs yissell admitted she messed up and gave us the right keys. Then we asked if we can just keep the original room as the double bed room was too small. She said we had to pay an upcharge. Yissell gave us the price of $40 per night and confirmed that the total would be $160. She stepped away for about 20 minutes and then came back and said oh the price is $40 per person per night and Yissell said she made a second mistake. So of course we are like ok you made two mistakes and as the customer who made zero mistakes can you just honor the original price and she said no. Coincidentally there is no manager here that can help. Ultimately she did nothing to fix the situation. This hotel likes to gauge their customers. I will never stay here again. Update: went up to the pool to try and salvage the day and ordered 3 drinks and two apps and the server charged my sisters card for $824 you guessed it by mistake!!! I feel like I’m being robbed in real time.