TripAdvisor Traveler Rating

This is my wife’s and my favorite resort in Cancun area. The food is very elevated and is similar to eating at a high end restaurant. All of the workers are very nice and friendly, make the resort feel like home away from home. Erick, Melanie, and Andres run the entertainment team and have great activities planned throughout the day. I can not recommend this resort enough as it has become out regularly go to when traveling to Cancun!

This resort has some positives, including the location and pool service, but my experience was overshadowed by how management handled a security issue. During my stay, approximately $200 in cash disappeared from my purse. My purse later turned up behind a toilet, but the cash was gone. What frustrated me most was the completely inconsistent information I received from management. One manager told me there were no cameras in certain areas for privacy reasons. Another manager told me there was a security room full of cameras and that they would investigate and get back to me. I never received any meaningful update. The most disappointing interaction was with Paula. She told me my purse was “100% in the bathroom.” When I asked to see any screenshot, photo, or evidence supporting that claim, she responded, word for word, “absolutely not.” As a guest trying to understand what happened to my belongings, I found Paula dismissive, unhelpful, and unprofessional. If management is going to make definitive statements, they should be willing to explain how they reached those conclusions. Instead, I received conflicting stories from multiple managers and left with more questions than answers. I was also told that management would review the footage and provide me with an update. That update never came. By the end of my stay, nobody followed up with me, nobody provided any findings, and nobody gave me a clear explanation of what happened. It felt like the issue was simply brushed aside and expected to be forgotten. I’ve stayed at many resorts throughout Mexico and have returned to several of them multiple times. Unfortunately, this will not be one of them.

Our honeymoon here was amazing!! The food and drinks were so good, Erick and Melanie are so fun running the activities, and the rest of the staff is so kind and welcoming! The seaweed this time of year is always high but the staff does a great job at clearing it the best they can. We would definitely be back and are sad to leave.

The customer service was over the top! Tessa, Erick, Mel, Gerardo, Ady, Jonathan, “Super” Mario, Carlos, Denisse, Candido, and on and on. We were treated like royalty and felt so cared for. We would come back again just for the people who learned our names and our orders and delivered them with smiles again and again.

The service is amazing. Everybody is so attentive to what you need attentive to allergies. The beach is gorgeous. The pools are gorgeous and the activities are exciting and there’s always something to do 10 out of 10.