TripAdvisor Traveler Rating

Adair was the best bartender hands down!! He made our entire trip ten times better! He works adult only bar side by lobby so go check him out! Such a great trip and good service through the hotel. The food and drink options were also really good. I recommend swim up room definitely worth it. I will be back again!!

Me and my partner visited this resort for a cute little getaway. We stayed at this resort for a duration of 7 days and travelled through Sunwing. It’s quite a drive from the airport (about an hour with minimal-moderate traffic). The drivers we had on the way to and way back from the resort were amazing and were as safe and careful as could be according to the driving conditions out there. I rate the drive 1/10. I threw up 2 times on the way back to the airport from the resort (I am also someone who struggles with motion sickness in vehicles). It was not pretty, hats off to our amazing driver Carlos! Carlos gets a whole 1000000/10. Once arriving at the resort we were told that our room would be available at 3 and that in the meantime we were free to enjoy food, the pool, beach and bars on the resort in the meantime. This made up for it. However, our room was not ready until around 3:20-3:30 which is fine because we were acquainting ourselves to the resort in the meantime. The overall resort is kept very clean. We saw many employees working tirelessly throughout the heat to make sure that there was no garbage on the floors, no weeds or dead plants in sight. They did a beautiful job of keeping the resort gorgeous and top notch. Junior suite swim out (Room 30104) Our room of choice was the junior suite swim out. At first glance the room is average size, has a king size bed and sofa bed (double I believe). 1 nightstand on either side of the bed with outlets and USB ports for all your charging needs. There’s a TV in the room, as well as cabinets for you to store some belongings. The cabinets would not close all the way and would often need to be forced closed and even then would not stay closed due to their design. Inside the cabinets there’s a stocked mini fridge with water, beer and soda as well as a safe to store your valuables. It’s very easy and straightforward setting up the pin on the safe. The safe did get stuck once and we were able to fix it. And then it got stuck another time and we had to call someone to come fix it which took over an hour because they had to replace the whole screen on the box as well as the battery. The washroom has two sinks, 1 toilet, 1 rainfall shower with next to 0 pressure or it could be handheld (you’re more than likely to have an easier time getting hot water rather than cold). In the shower there’s a bench for those who may need to sit. Showers are step in so easily accessible for those who need it. The washrooms have soap, shampoo, conditioner and shower gel in them in small travel size containers. If you don’t bring any of your own, you’re gonna have to keep ordering more through room service. I did notice something black underneath the bench of the shower, I’m not sure what it was but I didn’t inspect it as I was scared it might be mold and I didn’t want to freak myself out while being on my first vacation. Towels and robes were provided as well. The doors to the washroom and into the actual room where the toilet were had sliding doors which did not lock and there was no fan, making the washroom very humid and clammy. It was not very nice. Reminded me of walking outside during a rainy spring morning. Room service was in every day cleaning the room, however, it should be noted that they were noted to make the bed for us rather than change the sheets and bedding THROUGHOUT OUR WHOLE STAY OF 7 DAYS. How do I know this you may ask? I ordered room service on the first night and am a messy eater. Yes I’m one of those disgusting people that devours their room service on their bed. Oops. O well. Otherwise they were always sweeping, stocking towels, removing dishes or cleaning out the garbage regularly. The swim out was very nice I will say so myself, however, the sun beds rooftop was always filling up with water and would start dripping on me and my partner while trying to catch a breeze after soaking in the pool and sun for some time. For a resort that is fairly new the rooms are pretty rundown. The overall state of the room was 6/10. The room service in terms of cleaning was 7/10. The swim out was 9/10 (I wish the water was deeper or they provided us with more space as otherwise you’re swimming into the swim outs of others). Room service (food) Food was meh. Breakfast menu was pretty good. The lunch and dinner menu was not good at all. Only thing I would recommend would be the breakfast, the jalapeño poppers from the lunch menu, and the salads. That’s it. That’s about it. Nothing else. If you don’t like this, go to the buffet. You’re not at the resort to order room service. Room service (requests for items) We had ordered a shaving kit, dental kit and robes and they had confirmed that these items would be delivered. We stayed around the room waiting for everything to come but nothing ever showed up. We were very upset and after every request you make it asks you to leave a star rating. I, of course left a horrible 1 star review and comment stating I never got anything. And the next morning I got a call from I believe guest services and not long after I had two separate people come and drop off everything. Now we had double of everything we needed. This was followed by a follow up call by guest services and I thanked them and apologized for being impatient. Initially, I would have given it a 0/10 but after my guy at the front fixed that issue and sent me two of everything I forgave them and bumped them up to a 3/10 for making up for it. Wildlife Lots of lizards and cats on the resort. Love those. Some cats come up to you and let you pet them. One in particular parks herself outside of the burger joint every night. She was my favourite. If you ever see her give her a pet for me. She knows the spot because those burgers are FIRE! Restaurants There are a number of restaurants on the resort that you can eat at for dinner. And for dinners in these restaurants you need to book. I’m not sure if you can walk in. I never tried as I was always able to get reservations. I would highly recommend Gusto Italian Trattoria. Their food was *mwah, chefs kiss*. Don’t get me started on their pizza. It was so good. I’m still thinking about it. The servers in all restaurants are so kind and greet got with much love and compassion. They call you family all the time it really makes you feel like you’re a part of the team. Love that feeling. The buffet is great but I noticed a lot of repeats from the day before or for breakfast, lunch and dinner, but everything tasted fresh, so it’s all good. The Indian restaurant Sutra is not good though. I don’t know why the mango lassi was sour and salty and the raita was sweet. It was not nice. We ran outta there and to the buffet. Also the restaurants are included. You only pay for specialty wines and drinks and that too they would tell you before that it’s for purchase. Viva Mexico We had attended the Viva Mexico show and dinner. It was a beautiful show to say the least. Great music and you get a good look at the Mexican culture. Beautiful performances. Food was pretty good too, however a lot of the food options were soggy as a big amount is prepared at once for a big group of people. It was also after eating chicken here that I got very, very sick. I know it was the chicken because me and my partner ate the exact same thing except I ate chicken because I was really feeling the way it was calling my name. My partner on the other hand was not interested in the chicken and chose to focus his eagle eyes on the nachos instead and denied a bite of this juicy chicken drumstick. As we were walking back to our room I felt sick and as if I was going to throw up. It was not until early the following morning that I had severe stomach cramping, diarrhea, was vomiting and shivering. This was upsetting because this was the day that we were to go on an excursion Excursion We had purchased an excursion with Nexus Sunwing through Alexander or “Alex”. It was 120 USD per person to go on an ATV for 45 minutes, 45 minutes on at a cenote and for an additional 15 USD per person we could go on a boat ride for 180 minutes and go snorkeling in a coral reef or if you didn’t want to snorkel you could drink all you want. Transportation to and from the resort was included and so was a lunch buffet. When we signed up for this excursion Alexander asked us for our names and our room number and that was all. We did not sign any papers or pay and Alexander did not inform us of any cancelation policies, but to be fair we never asked. We were informed that we could pay for the excursion at checkout as it would be added to our room charges. It’s excursion day and I’m sick because I had eaten chicken at the Viva Mexico dinner and show. Luckily, Alexander gave me his Nexus WhatsApp number and I texted him and informed him that we would not be able to make it as I was sick after attending the dinner the night before. Alexander responded within half an hour and reported that he would reschedule our excursion for the Thursday (it was currently Tuesday). Later in the afternoon after noticing that I was not feeling any better I went to the planet Hollywood experiences table where Nexus Sunwing is located and I asked what would happen should we not be able to attend the excursion on the Thursday as we leave the Friday. The employee here at this time (a different man) stated that as per their cancellation policy no cancellations are allowed and that we will be charged whether or not we go. I asked to speak Alexander and he guided me to where I would find Alexander. We tracked down Alexander and he said, “unfortunately, we can’t do any cancellations as per policy because the driver is coming to pick you up directly from the front of the hotel. So no more Mexican food for you” and proceeded to laugh and wave us off. I don’t know if it’s because he saw we were two 23 year old’s who were clearly on their first vacation or if it was because he thought I didn’t have the energy to do anything about it. We felt very deceived to say the least. I reached out to Sunwing and called a representative and informed them of the situation as it didn’t make sense for me to be charged for an excursion if I was unable to attend especially if I provided them with a heads up well over 24 hours in advance. If I had booked this excursion a while before reaching the destination and couldn’t attend would I be forced to pay if I’m physically unwell. That doesn’t make sense. The Sunwing representative told me to reach out to the team in Mexico which I did. I sent them an email and within an hour they got back to me telling me to ensure that we purchased the excursion from Nexus Sunwing and that rescheduling is available and so is cancellation with a doctors note. We went back to the excursion table where we were greeted by the same man who had lead us to Alexander and we ensured that they were really Nexus Sunwing and we asked if they would cancel under any circumstances. The employee continued to say that it was not possible. All until I told him that I reached out to Sunwing and they said I could if I had a doctors note. At this point my friend reported that I could see the doctor on the resort and that it would cost 150 USD to get checked. He watched me walk away thinking I had been defeated. I had not. I bought Manulife travellers insurance prior to leaving. God bless manulife. I called them up, they told me I had coverage and that I could get the help I needed and not to put my health on the line. So I visited that doctor, she wrote me up a note, diagnosed me with a bowel infection or something. She provided me with 4 medications and some pedialyte for dehydration and sent me on my way. I then provided that same paperwork to the same man who tried to play me for a fool an hour and a half before and he had no choice but to cancel that excursion and room charge. Yes, thank you very much Manulife. Love that. I rate Alexander -1000/10 cause he played me. I rate Alexander’s friend -100/10 for being Alexander’s shadow. The doctor 1000000+++/10 (I’ll get to this). I can’t even rate Manulife because they saved my life, I didn’t think I was going to make it home because I became so weak. Manulife also saved us over 1000 USD in medication and the additional amount for the excursion. Doctor Doctor was very young and kind. When we approached her I was crying due to sever pains in my stomach and feeling like I was constantly going to throw up. She let us in right away and made sure that she had my coverage information before proceeding with treatment to ensure that I was able to pay for it as I had told her I couldn’t proceed if she wasn’t sure if she had the funds. She was very patient, understanding and came off as very genuine. She sent me off the first day and saw me the following day to make sure I was doing better. Which I was but not anywhere near enough to enjoy my vacation. Doctor was phenomenal. We need more doctors like her. 1000000++++++/10. This resort didn’t deserve her. If there is anything I could recommend: ? Ask about cancellation policies ? Always get travel insurance ? Take sunscreen because it’s HAWT ? Bug spray is a must because the mosquitos really be mosquitoing out there. Manulife if you ever need a representative I got you. Special thanks to Alexander for sending me the QR code to this page and asking me to leave a review which includes his name and the hotel name. I made sure to really summarize and give a true and genuine review of this resort. Thanks! Happy vacationing!

Here now and just had to mention the gym and spa staff.. The gym has the best atmosphere and is the best gym facility I've ever seen in a hotel.. The staff really care about us as guests and it feels so genuine, they really do want you have the best experience. Morning aromatherapy yoga is amazing and Fernanda gives the best massage at the end, a perfect start to the day. Ben and Clarrisa are the nicest instructors at yoga and aqua gym, they make you feel like family. Thank you all for such an amazing time so far x

We had a great time at the Planet Hollywood resort in Cancun…Especially helpful were Jennifer and Geo in the Jump/Trampoline activity center. They were very engaged with the kids and pleasant to deal with. Our daughter wanted to do the jump activity every day!

With our 4 and 6 year olds first trip to Mexico, the Jurassic Water park was one of the best parts of the resort. We could hang out with great service from Soledad and Luis Balsam and still enjoy water play and our kids. We learned that we could get take-out pizza from Gusto (Italian resto) or Guys Bugers and eat on the beach chairs at the water park-great lunch solution for playful kids that don’t want to take a break!