TripAdvisor Traveler Rating

Staff was friendly and very helpful especially Jesus. The food was also very good. The cons were the elevator was down for quite a bit on my building and the slides were also down . Overall it was a great... experience and I would definitely recommend going.

The overall experience was ‘okay’! We had some great service by bellboy (Jesus) , some servers at the breakfast buffet, bar tenders in the club! I feel horrible as I can’t remember their name and they wer...e just so wonderful! The reason for my one star…..is the food (horrible comparing to other places we’ve stayed at), the hotel overall and the room (old, smelly, and had all kinds of death traps….). The front desk (Manuel) not helpful at all. To him all was $$ , I was able to get my questions and concerns answered by others without the same cost that Manuel was always Giving us! For ex: room Downgrade he was telling me I still had to pay $125 a night (800+) …really for downgrade! I then went to talk to another front desk associate (female) very Nice and she made it happen even asking me to sign a doc that I was downgrading and I wouldn’t get a refund. I gave up a honeymoon suite for a regular room to be close to my family! I had Some Other examples But wont call them out anymore , he just needs to be more friendly and willing to help! Overall it waa Okay! We made the best of it. Will never come back to stay here or recommend .

The property was really just sub par. Food was not very good and offerd very few choices. My son and I unfortunately had several problems with many of the reaorts staff. Overall was possibly the worst cust...omer care I have experienced in all of the Cancun vacations we have done. Also there was very few truly cool air conditioning places to escape too. The room was almost unbearably tolerable. We did not sleep well a single night because of the hot room temperature. Although there was person whome stood out. Took care of us from the time we stepped on to the property, to the time we checked out. Mtternif we wondering thw resort. Going to town for excursions, or just looking for help. It a bellman by the name of Jesus. He was truly awesome and made me feel beeter about the overall trip.

Jesus the bellboy was phenomenal. He helped us get set in and checked out. Jesus greeted us each and every morning with a smile and warm welcome. I also used the spa which was lovely. The resort does nee...d to focus on their air conditioning the rooms don't get cold. Also, the coffee bar opens late which is definitely not the way to start your morning, especially when the sun comes in at 6am and wakes you up. Overall we do love this resort but our last 2 trips we've had issues with the a/c.

Great as always when flying from Birmingham with TUI, good food and drinks on the flight, staff were very efficient and friendly. Only us in the minibus to the hotel so under 30 minutes :) We checked in - ...small queue and quickly given wristbands and pointed in the general direction of our block. We asked a member of staff about taking our suitcases and he wrote our room number on a label and tied it to our case - all 4 cases were then put together. We went to our room... Amazing, the view is as good as you can get, we were on the 8th floor and had an uninterrupted view of the resort, the beach and the ocean. We waited an hour for our luggage but nothing arrived. I went back to reception and our cases were just where we left them, I asked the concierge what was happening but he wasn't interested in helping, but then Angel walked past and could see there was a problem - I explained the cases should have been taken to our room but were still in the lobby. He grabbed a luggage trolley, loaded the cases on and then transported all to our room, explaining lots about the hotel on the way and apologising constantly, Angel should be promoted to head of luggage and customer relations, he was a joy to talk to. The hotel is lovely, the restaurants are generally good, the food in the French was my favourite, special mention to Rolando who looked after us and nothing was too much trouble for him. The Italian came a close second, and Alexis went over and above to make sure we were happy with everything. I wasn't overly impressed with Waynes Boots, slow service and poor quality food, but my wife loved it. The buffet had a wide selection of different choices but became very repetitive after a few days. We had breakfast in the adults lounge every day - lovely and quiet and superb service from Jerry, one of the hotels best assets, always smiling and making sure you are having the best time. Maria, the concierge in the adult lounge is one of the nicest ladies you will meet, helping and advising on all aspects of the hotel and Cancun, very good at her job and so nice as a person. We spent most days at the adult pool where Homer and Sebastian made sure our drinks were never empty, both these guys are easy to talk to and nothing is too much for them, making cocktails and taking red wine out of the fridge for us. Never a long wait for your drinks and able to get a palapa every day. We would go to the adult lounge for pre dinner drinks was served by Juan Carlos, a lovely man, he would stand and chat with us [and other customers] about how beautiful the scenery is, a very proud man and a pleasure to be in his company. Our departure from the hotel was a little difficult, we had to take our own cases down to reception - the phone line to the luggage collection never got answered. We then had to wait for our transfer to arrive with no interaction from hotel staff, there were lots around but no-one would acknowledge us, disappointing end to the holiday. Cancun airport - one piece of advice - after security go upstairs... avoid all the queuing and bedlam, nice and quiet and all the shops, food etc you need.