TripAdvisor Traveler Rating

My stay has been very pleasant, the staff is very nice, it is a hidden gem, the breakfast on the beach has been one of the best experiences, the food and ceviche snacks are excellent. We think it's wonderful that you have beach beds that are very comfortable, the waiters come to offer you food and drinks. The spa has also been a blast as many "all-inclusives" don't have them included. It is an extremely relaxing and beautiful place.

The worst “luxury” hotel we have ever stayed in but let’s start with what was good. The food is beyond excellent, the grounds are lovely and the junior staff are friendly and accommodating The hotel, however, is in a dreadful state of disrepair and management is simply not interested. We changed rooms three times in the first two days and not due to minor things. Clogged basin, broken shower taps, doors that would not open, plunge pool with a dirty rag shoved into the plug to keep the water in and five water leaks coming through the ceiling. Two of these water leaks were going straight into electrical appliances and outlets. To be clear, this was before the hurricane and not impacted by that at all. This is simply a rundown badly maintained hotel. There were other issues too numerous to mention, but the bottom line was that we lost three days of our holiday trying to resolve things We asked to see the resort manager but he was never evident. We asked front desk staff for a refund so that we could move out to another hotel but this was refused. We ended up spending as much time off of the resort as we could at considerable expense to ourselves. We were offered a bottle of champagne and an hour spa treatment. The bottle of champagne never arrived. We did take them up on the spa treatment. However, this does not in anyway be make up for a ruined holiday . While we were there two other couples moved out of the hotel because of the state of it There is also a considerable lack of facilities. Only one restaurant opens at night and one bar. The bar that they advertise so much online was not open at all during our visit. One night not one bar opened in the evening so we sat in our room. No activities at all were offered while we were there despite them being advertised On returning home, I wrote a long letter detailing all of the issues and sent it to the holding company, not once but twice. I have never received a response At Best this is a two star hotel

This hotel is not exactly what we expected! We chose it based on the lovely pictures on the website and all the Instagram posts. Unfortunately, it doesn't quite live up to its 5-star rating. Everything seems a bit run-down, the beach isn't the best for swimming, and they don't clean up the seaweed like other nearby hotels do. We had to take a bit of a walk to find a good spot to swim, and the swimming pools don't even have pumps - they manually add chlorine in the morning. The smell isn't the greatest, and there aren't any showers on the beach or by the pools. Some parts of the hotel on the beach seem to be falling apart, but no one seems to be doing anything about it. On the bright side, the room was nice, the staff were wonderful, and the food was delicious. However, the resort could definitely use some renovations and it's not quite up to 5-star standards. Don't be fooled by the pictures or videos online - they're all sponsored content.

My stay in this place has been very pleasant, we arrived a day before the hurricane and the hotel acted with very good protocols and above all at all times they were clear and attentive. We feel safe. We realized that in a couple of days everything was working normally again. We appreciate all the attention and kindness, the hotel is luxurious, the food very delicious and we loved the room, everything is wrapped in a nature that relaxes you. My partner and I had a wonderful time.

Our entire stay has been pleasant, the attention of the staff is incredibly warm, we loved the room overlooking the cenote, you also have access to swim and we definitely took advantage of it. We thought it was a shame that the beach was not suitable for swimming due to a storm but the pools were amazing, the sauna inside the spa was wonderful. We had a relaxing massage and loved it. We would definitely love to come back.