TripAdvisor Traveler Rating

We have been to Mexico multiple times and this was our worst experience at an All inclusive resort. I am writing this review so that you can make an informed decision and not be disappointed on your vacation. You can find much better places then this one. 1) We were very disappointed that there was no beach at this resort and the pictures on their website are fake, misleading and do not show accurate information. The beach is not swimmable, there are big sandbags in the water and lots of sea weed which made it impossible to go in the water. So if you are looking for a beach vacation this is NOT the place to go. 2) The food is terrible. This also seem to cause food waste as food is pretty much inedible at the buffets. We were unable to make any reservations at the restaurants they advertise even though they all seem to be half empty for earlier times. It seems like that only 9.30PM reservations seem to be available for people who were trying to make reservations. Many people were upset about this but staff did not seem to care. 3) The butler service they promote is useless. The so called butlers can't make any restaurant reservations or help with activity reservations, most did not even bother to respond to our inquiries. The only thing they did was take our luggage from room to the lobby for checkout. 4) There were people building furniture in the hallways close to our room which was loud and had wood particles flying all over the place. 5) Every time we requested a shuttle to another resort they said it will be 20-30 mins wait even though they had multiple shuttles lined up at the front of the lobby. This resort is zero star and I do not recommend going here.

Beautiful resort, very clean, rooms are clean and great layout. We had an ocean view that I’m sure we paid more for, but the view is mediocre. Ocean front isn’t the best view due to large sand bags in the water and beach is minimal. Food - meh not the best. Same as every other Mexican resort we’ve been to. Only one restaurant stood out on top “Kobo”. Great food & entertainment. Best meal we had all week. Service was good not great. Again we paid more for butler services and they were helpful for dinner reservations. However we asked for help arranging a taxi for our return to the airport at 4am and no bellman showed up to bring us and luggage up to the lobby as promised nor was our taxi ordered. BOTH our butlers assured us this was scheduled for us. Very disappointing service for a high end resort. Pools are great. Quiet ones if you want. Party pool also available- kids loved the cliff jump and water slide. Was surprised by only 2 wifi codes and no shuttle service to and from the resort at this price point.

We loved the pools and the workers. Food was ok. Beach was awful. We went into Puerto morelos to go to a real beach. The biggest disappointment was the concierge service. They talked us into a 90 min. Presentation. It took 2.5 hours and ultimately I stormed out. They also booked us a cenote tour and didn't tell us it included a 1 hour shuttle to a jewelry store. They promised we would leave in 45 min. 1.5 hours later the shuttle returned. We then drove over an hour back the way we came to go to the cenote. We really enjoyed the denote, but not at the cost if over 4 hours to go to the jewelry store. We also booked a snorkel tour. The weather made it impossible to go. They wouldn't rebook another activity in its place and only offered $100 refund We value our time. Your people cost us time. Not acceptable.

We visited this resort for Spring Break 2024. We stayed in the 1-bedroom Platinum level room which was spacious and awesome. I highly suggest getting the platinum level as you have access to additional areas and butlers which make it very convenient for families. The buffet for breakfast and lunch were great and the buffet for dinner was above average. It was difficult to get reservations for dinner and we thought the restaurants were decent. Room service was timely and above average. All of the staff were happy to help with anything we needed. The beach area is small but clean and they kept the seaweed out for the most part. Overall, we will definitely consider returning to this resort in the future.

The resort was awesome (3 resorts in one). Only complaint was our butler not really being available or helpful. We did hear from other couples around the resort and it seems their butler was very helpful and attentive.