TripAdvisor Traveler Rating

Service was great food was just ok at the buffet and little better at restaurants very kid friendly adults only pool is great and the club lounge is great too

I haven't taken a vacation in over 15 years, so the check-in process felt quite unfamiliar. I encountered an automatic concierge, and while Manuel was efficient, he seemed a bit detached. When I asked a question, his response was simply to refer me to the hotel link for information, which felt a bit impersonal. I thanked him in his language, trying to keep things friendly. Upon entering my room, I was initially thrilled; the ocean view was stunning, and the breeze was refreshing—definitely a VIP moment! However, I soon encountered a frustrating issue with the bathroom. The door to the water closet was blocked by the bathroom door itself. Trying to open either door resulted in them banging and getting stuck, making it difficult to access the facilities. Additionally, I noticed some stained, cracked, and chipped tiles that could use some attention. But I reminded myself that I was there to enjoy my stay beyond just the room. On checkout, I received a $120 Hotel/Costco credit to use at the hotel, which I planned to utilize for laundry service for eight pieces of clothing (including five T-shirts, one cotton shirt, one hooded pullover, and one pair of sweatpants). The total for the laundry came to 345 pesos, equivalent to about $17.73. I requested to apply the Hotel/Cosco credit on file but was informed that this couldn't cover the pickup and delivery charge, resulting in an additional charge of $29.71. This situation was disappointing for me, especially as I had been tipping $3.00 to $5.00 for all meals, drinks, and housekeeping. Overall, while I did enjoy aspects of my stay, there were certainly points that could be improved to enhance the guest experience.

A review from a uk visitor we went for two weeks got back today Firstly we had the most amazing time with our 5 year old daughter Mexico the sea beaches are all just stunning like paradise I do feel that this hotel is at the budget end it’s old and needs some proper reinforcement and money spent on the building and decor however we didn’t feel this effected our holiday in the slightest we went to enjoy the surroundings and only slept and showered in the rooms which were clean and nice enough for what u require I’d say I have more recommendations then critism of this hotel so I’ll list them as it’s easier Pros Beach is small as in narrow but again plenty room the sea is just wonderful choppy wavy so u have to have ur wits about u however it’s so much fun playing in the sea we got lots shells off the beach and if u want bigger ones get an adult to go under the water and get some there I could honestly sit and watch the beach and sea and waves all day and def recommend the sunset up and down Hotel as iv mentioned is old however there is always staff cleaning the pools every morning and in the gardens and painting etc there up at the crack of dawn and work very hard We had no issues with insects or anything like that Beds could of been better if I’m been picky but again u wear yourself out during the day to sleep well at night Housekeeping was good did the job well except maybe forgot to put enough towels in daily but we made do as we s brought lots of our own The buffet is 3* standard I’m fussy and always found something to eat breakfast by far the best so much choice pancakes waffles an omelette station and even had nice sausages and has browns honestly anything u wanted you would find BIG TIP- ask the waiters for bacon they ll bring u a huge plate of it . Lunch and dinner was same lots different choice and only wouldn’t eat if you was been picky . The Al la cartels they can’t really make there mind up how to run them I think and r trying different ways lucky for us we went the first week it was turn up and go we usually eat earlier about 6 do always got in quick the steakhouse we did 3 times the Mexican once and the Italian twice all were lovely except the Mexican which was personal choice . My daughter loved the ice cream bar surprised they got any left u can go in and just get this anytime after breakfast The buffet seemed to open good times 7-11 breakfast 1-4 lunch 6-10 dinner There is also a snack bar by the pool usual hamburger chips etc One thing I did enjoy was how nice the meat was here sometimes abroad it’s not good but it was here Bar service good lots cocktail choice and a kids one too which was fantastic for the kids Sports bar was mainly forgeign games struggled to get any premier leauge games but champions leauge etc ok We didn’t do any excursions just cus we just wanted to completely chill but will def if we go again We went into the town one day in the bus right outside hotel one doller each Hooters is lovely food and drinks and games on TIP avoid taxis they r ridiculous expensive Pool areas are great clean and we spent most of our time in the smaller of the main ones The kids paradise is probably in terms of faculties the best one iv ever seen brilliant small water park and lots crafts etc for kids the only thing missing I felt was a mini disco of a night around 7 ish would’ve been great . The staff are great there and work v hard however can be hit and miss in the rules of leaving ur kids . My daughter enjoyed the big slides to and the man that was there a lot was friendly and smiley the iganuas by there are huge !! Now the part for that blew us away was the staff mainly the pool attendants waiters and the waiters/ess in the restaurant they litrally are the most hardworking respectful and polite staff iv ever seen there was one or two round the pool who kept us topped up all day with drinks and always remembered what we drank we tipped him well before we came home as he deserved it sorry I can’t remember the names same as in restaurant but they were brilliant a credit to the hotel There was a few others in the hotel not as friendly but each to there own Recommendations for the hotel A mini disco Somewhere to get coffee before 7am lots parents with babies toddlers up early struggle to find coffee anywhere More entertainment maybe an outdoor area for it More English sport channels in bar (personal choice ) Some healthier snacks in the bar pool Snack area All in all I think I would come back as we had the most wonderful time if u want 5* u need to pay for it for what we paid here I can’t really fault it too much so if your going you ll have a great time if u stay in the frame mind of a budget friendly hotel and don’t expect the ritz Tipping is a big thing but we have mostly 1 doller for things and more if we felt someone had gone out the way Enjoy your time there !

Our experience at this all-inclusive hotel was disappointing, with a few positive aspects. Lets start with the positive: - The restaurant staff were friendly and helpful (except for in the Mexican Los Gallos restaurant - extremly rude, I almost felt like I had to apologise that I was there). - Also for the first time we have experienced that the food in the A la Carte restaurants are far better than the buffet (again expect for the Mexican - apart from rude staff also the food is not worth it). The difference is HUGE so for dinner don't go to the buffet, choose one of the others but be on time otherwise you might have to wait an hour. - Also positive for the a la carte is that there is no limit on how many times you can go. You can go as many as you want during your stay. - Cleaning staff comes daily and refills the minibar which is really nice. - You get your keycard on your armband, very handy so you never have to think of if you have the card to the room with you or not. Unfortunately, the rest of the stay was far from satisfactory. As a family of five (2 adults and 3 children aged 12, 9, and 4), we were given a room with only two queen-size beds (160 cm wide). They informed us that this was the room we had booked, we booked this through an agency and were not given the option to choose from standard, standard plus, etc. Also if you check directly on their website under rooms the ''Standard room'' is not even visible as an option to book. Upon arrival, we were immediately told we could upgrade to a room with more beds, as we only had 2 beds but for $125 per night – also we had to decide immediately. Five minutes later, the offer dropped to $100 “to help us out,” which felt more like a sales tactic than genuine service. No one offered to help with luggage, either – after a 24-hour journey, that was very frustrating. All in all the guy at the reception was not really friendly or helpful. We had also requested a baby crib in our reservation, but it wasn’t in the room when we arrived. The day after we complained to the reception that the room is too small for a family of 5 and with children these ages, simply there are not enough beds. We got the response that this is the room we had book and again according to the Mexican standards it is suitable for 5 people. Again this room with 2 double beds is suitable for a family with very small kids, so if you have a 12, 9 and 4 year old you cannot expect them to share 1 bed. After complaining to the agency and again to reception we received an extra bed. The room itself was outdated and poorly maintained. There were no chairs on the balcony, only 2 in the room, and the actual condition of the room didn’t match the pictures online at all. There was some rubber hanging from the window on the balcony floor. You can clearly see that this hotel is old and not properly maintained. The front desk staff were rude and unhelpful, which made the experience even worse. Everytime we went to ask if they could change a bill to smaller we got a rude NO back. The reason why we are changing to smaller bills is to tip your staff. Our sons bandwrist broke after one week, just by itself in the pool. We did not think about that any further so when he wanted to enter the kids club he was denied. We went to the reception to get a new one and were told yes but you have to pay 50USD for a new one? Sorry but what? They told us that we should have brought the old one which broke by itself to exchange it, well he lost it somewhere when swimming, did not notice it. So we did not have the old one. So tip for guests in case it breaks go immediatly with the broken one to the reception. Suggestions for the hotel: – Rethink the room arrangements for families – there should be enough actual beds for the number of guests booked. Don't allow an agency to book a room for families of 5. – Train reception staff in customer service and hospitality. – Be transparent and fair about room upgrades instead of using pressure tactics. – Ensure that requested items like baby cribs are prepared in advance. – Invest in room maintenance and keep online photos accurate and up to date. – Offer at least basic assistance with luggage upon arrival. - Do something about the coffee in the restaurant. It is water with a hint of coffee, not drinkable. I do not want a response from the hotel – especially the response "you should have come to the reception and we would have helped you''. I already did go to the reception and you did NOT help me! This review is intended to inform future guests not to have high expectations and hopefully encourage the hotel to make real improvements.

Filthy dirty facility with ant infested areas due to ant infested plates with half eaten food in hallway floors for days after reporting to staff and front desk,hot tub in suite with finish peeling off to the point we didn’t feel safe going in it. Was filthy and had to be cleaned. Many amenities were closed. Food was horrible with poor selection in buffet. Very average food at best in restaurants with exception of steak house which was horrible. Very poorly managed. Food & cleanliness ??