TripAdvisor Traveler Rating

The service provided and the food quality let this hotel down, the bufffet at La Hacienda is very repetitive regardless of what other people say. It is the same food every day and not really enjoyable. At breakfast the poached eggs are often overcooked, eggshell in the scrambled egg. The restaurants are all open on different days so this makes booking a first come first served basis, The Italian was just ok and nothing special, the Argentinian was by far the best food in terms of food temperature and quality of food. The service was terrible at the steakhouse, waited 40 minutes for the main course and then upon arrival it was cold. Fish restaurant was right on the beach so table and chairs were covered in sand, food upon arrival was already cold and poor quality. Swim up bar and poolside bars often don’t have beer, yep a bar that doesn’t have beer ? Swim up bar meant to open at 10.00, they start serving at times at 10.55, basically when they can be bothered, the drinks are often not what you asked for because they are under staffed and overworked. No moveable parasols at the pool, this makes finding shade on a very hot afternoon difficult as the parasols are fixed in position. Having stayed at lots of other hotels in the Cancun area over the past 12 years I have to say that this is the first time I have been disappointed with a hotel. This hotel is badly let down by the service it is providing and is clearly not 5 stars, it is not exactly cheap to stay here so I could forgive it if it was value for money but believe me it is not.

Restaurants? We are here until the 12 June. Room lovely block 47 daughter 46. The buffets we liked especially at lunch time and all staff happy friendly and helpful. First night yesterday went to Italian. As always staff lovely but the food??? For starters it looked like a cafe, not a restaurant. 3 out of 4 meals really not good and my lasagne was inedible. Had to go to the buffet as had to leave it and I am really not a fussy eater, but it was dry and barely warm.. at the Mexican tonight and hopefully it’s better (can’t be worse) But the hotel, grounds lovely and the staff (especially Willian at secret pool) are a credit to the hotel. We are here with my daughter and her husband celebrating our golden wedding anniversary so we really want it to be special, and hopefully the experience at the Italian was just a bad night for the restaurant

Second time at this hotel and overall downgrade mainly for service provided. Water bottles at room not replaced for 4 days, shower gel took 3 days and multiple calls to be sorted, room not cleaned once and only after several requests eventually was cleaned at dinner time (09:00pm). Room towels not always replaced in quantity. Entertainment very poor and hotel very noisy in the evening and early hours in the morning, not great for families.

This is definitely not a 5 star resort. We have been travelling to Mexico for the past 12 years and this is by far the worst hotel that we have stayed in. I read some negative reviews prior to my trip and I was hoping that they would prove to be incorrect, sadly everything that was said proved to be true. The la Hacienda buffet is repetitive and very limited on options, no themed nights just same every day. Go to a bar and ask for a beer to be told we have none, the swim up bar official opening time is 10.00, actual time of first drink served 10.55 with a lot of people waiting and one barman trying to serve them ad best he can, I ordered a mango daiquiri and to my amazement I watched him put mango juice into a blender containing leftover margarita and he reblended it, plenty of restaurants to choose from but they are not all open on the same day so you have a hard time getting something booked. The only 2 good meals I had during my stay were at the Argentinian restaurant so credit where it's due. I go home tomorrow and unfortunately I am looking forward to going home. Also its not really the hotels fault but also the worst place ever for mosquitoes, some places I've been to fumigate the grounds but not here. I wish I could list everything that is wrong with this place but I'm just thankful it's over and also may I add that I'm not a very demanding person and this is the first time I've ever left a negative review for anywhere. It's the kind of place also that has a class system so the more you pay the better eat you are, higher quality drinks and more restaurant choices, I paid £4600 for myself and my wife and the first thing at check in is to try and get you to spend more on upgrading, don't waste anymore money on this place.

My husband and I are on the last of 10 days here celebrating our 10th anniversary and our 2nd time all inclusive in mexico. We were worried by some of the negative reviews but by the end of our first day we were glad we ignored them! We have one or two small issues which I will put at the end because the positives outweigh them. Firstly this place is BEAUTIFUL and well kept - grounds and rooms. We saw staff and maintenence at all times keeping things spotless. Lots of beautiful walks and wildlife. Rooms spacious and comfy, air con good, fridge restocked with drinks and snacks every day. Surprise jacuzzi bath! No need to get up early for a lounger, we found there were plenty available at all times due to how spacious everything is, pools are huge and clean. The beach was great too due to the welcome breeze and I loved the hammocks and urban gym! Some seaweed...but it's a beach?! Bring water shoes. We were kept entertained constantly, how anyone could be bored here is beyond me, we recommend the silent disco, bingo party and the white party with fire show. The staff here work hard, we encountered only one grumpy person. Bring dollars or pesos and tip appropriately, it goes a long way and for the most part is well deserved. Big shout out to Hipolito for making our anniversary so special. Food wise, we are both vegetarian and found plenty of variety at the buffets, we did not get bored. Poseidon and Portovino are our recommendations for a la carte, it is easy to book tables on the palladium app 48 hours in advance you just have to be organised! Had to queue on occasion for breakfast buffet but it moves quickly. We did not find drinks to he watered down quite the opposite..and we are scottish! 2 negatives...I would ask that the hotel be more mindful of cheeses and vegetables being kept near meats. Same tongs being used for all, not good for the proportion of vegetarian guests we would suggest keeping meat completely separate. The bar staff at the white party..there were male attendees who were not guests at the hotel who were receiving priority. Myself and other females were not being served and purposely ignored. This needs addressed. Overall we are very impressed and wish to thank all staff for a great experience, we will return Rhian and Craig