TripAdvisor Traveler Rating

This Resort is just great! This is our second yr here last yr did a week this yr 2 and I do have to say we have had another great stay here! The staff are absolutely wonderful. The resort is beautiful. We ...stay in the Villa’s and will be back for #3 !!!

- Rude employees -Unsafe - Wet sheets - Bed bugs - Filthy dirty - Disgusting food - Watered-down drinks - Scammers -Disgusting beach Traveled to this resort with my family expecting what was pictu...red on their website, an all-inclusive resort, and ended up experiencing a nightmare! Having been to an all-inclusive before this, I can tell you this is NOT the place to go! The employees are extremely rude! They will not care to accommodate you and will give you the run around. One of the times the whole family went to the front desk to ask for updates, they sent someone to our rooms to take the sheets off our bed and throw them on the ground. There were no housekeepers around, it was scary! We felt they were trying to shut us up, and we knew they didn't care about the bed bugs or blood on the ground. We had no choice but to keep our mouths shut we were in a different country. The rooms looked like they hadn't been cleaned in months! There were spider webs on the lamps, blood on the floor, yellow rings around the bathtubs, and more stains on the sheets and furniture. The food was so bad, it looked like it had been sitting out for days. They say it's all-inclusive, but you have to pay to get into some of the restaurants and other locations. The leftover food that isn't being eaten at the restaurants is taken down to the buffets. The food will sit they for days until it's gone. The drinks were so watered down that even I, who isn't a big fan of drinking, could tell they were watered down. If you wanted a drink with Tito's vodka, that wouldn't be included in the all-inclusive because it was considered one of their nicer vodkas. If your kid wanted a bag of chips, that would cost you, no joke $20 for a small bag! If you're thinking, at least they have a beach, think twice, it's flooded with seaweed, and you can't get in. The waves are too strong, the red flag is up 100% of the time, with 0 lifeguards. Oh, and I would recommend taking a blow dryer if you still want to go after reading this review. The one in my room caught on fire. In conclusion, this is an unsafe, unclean resort that will make you wish you had just gone to Texas or California with the family. The amount of money you spend here isn't worth your hard-earned money and time.

The staff at the family club were fantastic and so helpful!! Kids club activities were awesome for our kids who mostly wanted to do activities with us but it gave them some exciting events to look forward ...to that were geared towards them! Great evening activities planned like mini disco in the real discotheque and pinata party! Thanks to Paula, Ana, Vemsi and Dj Ruben for an awesome pool party during the afternoon!!

This was my 14th visit to this resort since 2020. As always, the staff was friendly and helpful whenever I had a question. All the ala carte restaurants are overseen by Enrique. Enrique's attention to deta...ils and the quality of the food that comes out of the 5 separate kitchens is spot on. The kitchen staff along with the wait staff and all of the other people that work in the restaurants do a wonderful job. They make sure that you feel at home and that your meal is the way that you wanted it. At my daughter's birthday dinner, the staff brought a small cake and sang happy birthday at the table. I found this to be an especially nice touch. All of the staff that I encounter were friendly and very pleasant. Since I have been to this resort so many times, I know many of the staff. For me it is like coming home to family on each visit. The showers are hot, the rooms are clean, and the beds are comfortable.

We have recently come back from a fab 10-day holiday to this hotel, and our first ever visit to Mexico from the UK. I was initially anxious about staying in such a big hotel, but the wonderful layout and... look of this hotel is amazing and beautiful (no accommodation block is higher than 3 storeys in amongst tropical gardens): you feel like you are not surrounded constantly by lots of people, but enough not to make it interesting to people-watch lol. We loved the wildlife – an endless supply of coatis which are fab, cute, funny creatures I have never seen before, parrots, capybara, deer – and thankfully not one big ugly insect lol. The Plaza area is great with shops and entertainment. The walk through the complex – the Walk of the Gods – is truly amazing and breath-taking and quite enjoyable once you get used to the length of it lol. ACCOMMODATION: Our room was amazingly big (Junior Suite Deluxe Room 6131 - fab quite block) with an amazing bathroom (I love the toilet and showers being two separate rooms), and we loved the quietness but, for such a huge room, but there was no proper storage outside of the wardrobe, e.g. sets of drawers to put our clothes in. There is a small table and chairs and a sofa in the room which we had to use, as well as out closed suitcases, as places to empty our suitcases and put our clean but unworn clothes onto, so all our clothes were just placed around the room making it really scruffy looking and annoying….please get more sets of drawers put in the rooms. I had issues trying to plug in hair straighteners, other electrical appliances, and even the kettle and coffee machine behind the TV as the furniture that the TV is sitting in is right in front of all electrical plugs – so every time I used the kettle, I had to keep walking around the room with a hot kettle trying to find a spare plug to plug it in – not good from a health and safety point of view. FOOD OPTIONS: You will never go hungry in this hotel……. the buffets are not something we have encountered in the UK (absolutely awesome), so they were interesting and exciting and had a huge amount of choice each day throughout each day – all fresh and regularly replenished. We did find, however and surprisingly, that a lot of the food did not really have much spice or taste that you would assume with Mexican food. We have eaten Mexican food here in the UK and its Spicy all the time! The food is definitely NOT 5*, more a 4*. There were ridiculous queueing systems which, without any notices of what you were queuing for, got confusing, caused arguments with people jumping queues without realising etc. You can end up queuing for the wrong thing, at the wrong end of a queue, etc – this needs to be sorted out with signage and a better system put in. SPECIALIST RESTAURANTS: we had difficulty for the first few days in the hotel in getting a table at any of these restaurants. The bookings are done on the app with only 2 days availability : I don’t think during the whole 10 days, we managed to actually get a table at the time we would have liked – we had to always make do with whatever was left for us to take. They have a ridiculous system too where you book a table for a time, go to the restaurant front desk, check in, and then are asked to wait anywhere between 5-15 minutes (even when you are there early or on time) for them to escort each party into the restaurant, only to find that there are lots of empty tables (which were not on the app as available) – weird, crap, inefficient system, as you can end up, like us, waiting in “reception” there with about 15 other people, all hot and bothered and waiting to sit at your allocated timeslot – this needs to be more streamlined and a better system put in especially if you wanting to have dinner before a show in the theatre or to watch the life act, and especially when this hotel is full to capacity with potentially 3,000 guests! ENTERTAINMENT: The entertainment on the whole was good and the theatre is great with amazing hotel dancers and entertainers putting on a show each night (they are pretty amazing), but we felt that the shows are more child-orientated and the theatre could be left open longer than 9.30 pm but with more adult-themed shows as the kids get lots of entertainment throughout the day and early evening anyway. The Michael Jackson evening was the best show of the whole holiday, so they should try and put on more tribute acts. What is the purpose of the silent disco – lots of adults looking stupid and better entertainment should be put on if you want this hotel to be a proper 5* (it is currently a very good 4*). There was a repeat of the same entertainment acts in the Plaza so, if like us staying for 10 or 14 days, you see the same ole acts twice during your holiday doing the same routine with the same songs too ! There is definitely NOT enough seating in the Plaza area for the nightly entertainment – it is such a big space with limited seating which needs to be increased with the potential 2,000 – 3,000 guests staying at this big hotel. POOLS & BEACH: The pools are awesome and great sizes for good quality swims. As usual, we would have had to go down to the pool at about 6.30/7.00 am to bag the chairs in the shade – so annoying – we could not be bothered to be pathetic and do this; we also had the same issue with the one time we went to the beach – no chairs available under any umbrellas at 9.00 am!! I feel very sorry for those with young children. We found the sea smelt of sewage which was off-putting. We also found the sea bed so rocky (big rocks and wood), that is was very hard getting into the sea and getting out of the sea without my partner lifting me out. Something needs to be done about that before an accident happens. I would not rate this hotel as a 5 star, but a very good 4* for sure. I would recommend this hotel and hope to be back in the future.