TripAdvisor Traveler Rating

I really wanted to give a better rating, but there were so many basics that weren’t met that I’m unable to. However, the staff is all excellent and attentive; I believe the issues we had were more issues with management and a lack of communication. First, there was always an issue with towels. There were three of us, and we’d come back to two bath towels. One day we even came back and there were no towels AT ALL, not even a hand towel. We had to call 4 times and go to the front desk before we finally got some hours later, and in that time I had to use a tshirt to dry off. Another issue was the toilet. I think we had to call 3 or 4 times when it wouldn’t flush. They would fix it, and then it’d break again hours after. There are also little annoyances around, such as the elevator button lights not working and sheets that had old stains. Another disappointment was room service. The food is basically inedible. The pizza was worse than what you’d buy in the frozen section in the grocery store. l Other than that, the food was at least okay, and we did have some excellent meals at himitsu and portofino. The food at the grill was not as good. We ordered a new york and it was very salty and not good quality. However, not all was bad! The beach is beautiful and the staff is very attentive to serving you while sitting on the beach (shoutout to Angel!). Elmer at the swim up bar is also awesome. The entertainment team was also very nice and always had fun things to do, even when it was raining. We had a great time at the mojito class with Benjamin. The spa was also very relaxing and nice (albeit expensive, but that is every resort). Overall, I would love to return to cancun and the wonderful staff at this resort, but sadly I’ll have to choose somewhere else to staying in the future as some of our basic expectations were not met in our room.

This is an older resort and it was very clean but the leaky windows and ceiling were annoying. Staff did their best to respond but the wet towels under the windows weren’t cleaned up.

Stayed in honeymoon suite. Was initially given a different room due to the suite being over sold. New suite was dusty, dirty, things not working, had an adjoining room (not occupied by anyone we knew) that you could hear EVERYTHING through, even a whisper. No balcony, which is why we wanted the honeymoon suite. Next day we were switched to the honeymoon suite which was much nicer and cleaner, but the AC could not keep the room cold. So we were sweating every night for the remainder of our stay. Food at restaurants was less than impressive, over cooked beef very little flavor, I have a food allergy and the staff insisted that shellfish and gluten were the same thing (I’m allergic to shellfish and enjoy gluten ha). Buffet was actually the best food we got the whole trip. Drinks are all very sugary with very little alcohol. Very attentive service most of the time, definitely more spotty at the restaurants. I personally would not recommend and would not stay here again.

We visited this hotel back on April of 2022, at that time I can tell was a very good place to stay. Now that I came back yesterday June 19, I can tell you, I’m never go back to that place. I can mention a list of bad things, like food, beverages and accommodation, never experienced power outage in a hotel and never experienced an electrical failure in my bathroom room twice to the point of having fire hazard, and the hotel staff did not provide me any solution at the time, like move us to another room. The building have water leaks all over the lobby, the main and the only entrance to the hotel is the designated area for smokers meaning that all people who come across the entrance breathe all the second hand smoke. The main entrance only have one of the two doors that is supposed to be in place, but is missing. I wish to have the opportunity to upload pictures and videos to show the world how bad is this hotel. The Preferred Package is a ripoff all the rooms are the same except for the one with water dripping. The Unlimited Vacation is another lie and huge.

8th All Inclusive I've been to between Mexico and Jamaica and by far the worst! -Rooms are very small (even when upgrading) and quite old, some of our group had rooms without working toilets or toilets that leaked, bad smells like sewage in the room, or faulty balcony doors that messed with the AC working -If you don't upgrade to "preferred" you feel very unpreferred the entire time on resort, "that's for the preferred guests" half in our group upgraded and the other half did not so no one really enjoyed the benefits -Harassed daily to use my resort credit and go see the VIP group-with phone calls to the room as early as 7 am, we eventually unplugged it, also harassed constantly to "buy a bottle of wine" to secure a reservation for our group or to buy x, y. z, -Cherry on top-my husband was coming in the front door and the entire glass door shattered on him-2nd time this has happened in 60 days according to a worker-you would think they would have treated him like a VIP after that/made sure he was okay, etc but they did everything in their power to make him feel it was his fault (faulty install of the door-not his fault-security even confirmed this after showing him the video) and the "doctor" that was provided gave him a butterflied bandage and sent him on his way after getting a deep open would cut that really should have had stiches -As they were helping with his wound they made him sign paper after paper excusing them of liability rather than making sure he was okay, essentially after this, he was unable to enjoy the rest of our vacation as he had an open wound and could not get in the ocean or pool -To top that off, the power kept going out, one of these times we were in the room due to his accident and it was off for 6 hours straight -Terrible service overall and I would not recommend this hotel which is unfortunate because it does have a beautiful beach