TripAdvisor Traveler Rating

My friend and I spent 10 days here and had an incredible time. We upgraded to Serenity when we arrived and were given an incredible butler named Humberto. Humberto helped us with everything when we were there and really elevated the trip for us. From pillow upgrades to scenting our room, to helping us change restaurant bookings last minute, he was fantastic :) The food was 10/10 Tahani and Satsu being our favourite. We didn’t rate Aguas la Bendita (the tex mex) or room service at all and only got both of these once. There are dress codes for certain restaurants so just make sure you review that prior to travel. The staff all round are incredible and super friendly and make the resort. The serenity pool is a bit too small for a private pool, the round pool is definitely the quieter area. The middle pool is where the games and partying takes place. They hand out cold towels and ice pops which is a lovely touch. The only negative is that the entertainment/music is really poor and American centric so tended to avoid that and moons doesn’t have enough seating to accommodate all the guests. Some reviews mention it’s difficult to get Ubers from this hotel but we didn’t have any issues. However could not get from the airport so ensure you pre book transport to avoid paying $98 when you land as is only 15 mins from airport Definitely recommend this as a location.

Great time in a very clean and maintained resort. The pools are amazing and it’s not difficult to locate loungers at all. Entertainment was fantastic although the venue is not large enough to accommodate all that want to see a show. Front desk staff is hit and miss in terms of helpfulness- but the bellboy team is great. Rooms were great and the jacuzzi on the balcony was a personal favorite touch. There were a few issues with our room (phone didn’t work, makeup mirror was broken, and the power would go out when we turned on the bathroom light but all in all, not terrible). Housekeeping was good and always stocked the room with plenty of water bottles. Food was good, the restaurants in particular. Snacks throughout the day are fewer and further between. The coffee bar in the main lobby was a great option for snacks around the pool since the dress code allows for pool clothing. The resort was very accommodating of food allergies, celiac in particular, and took extra care to ensure it was safe for me to eat. I wouldn’t consider this resort an ideal option for people who might be older or have trouble getting around. The floors in the rooms and bathrooms are so slippery and it’s quite a hike between buildings. Even without mobility issues ourselves we were constantly tripping over things like uneven flooring. We took one excursion to Isla Mujeres (great!) and one to Tulum/zip lining/cenotes. If I did it again I’d skip the ruins trip and just stay at the resort. Plenty to do and a pool to hop in when it gets too hot. We would definitely come back.

We were there to celebrate our 12th wedding anniversary! This resort was everything we hoped for.?? we will go back again soon.

This was the most relaxing, gorgeous resort with the best staff and property. The rooms, the property, the pools, and even the beach were so clean and gorgeous. It never felt over crowded anywhere and we spent so much time relaxing. It was perfect! There was also many activities and entertainment for the people who wanted to party a bit more. The staff were unbelievably friendly, charming, and so helpful! Always people taking your drink order and making sure you had everything you need even when you were on the beach laying in the cabanas. We loved everyone! My only complaint was that the food was very mid and average. Not much flavor in the food but there were so many restaurant and food options they were just not the best. But I’d stay at this resort again in a heartbeat!

We stayed in the hotel to attend a wedding. Staff coped very well with Hurricane Beryl - over the few days following the storm a huge staff effort got the hotel fully up and running and the grounds back into shape. We had a problem with a burst pipe in our bathroom which flooded our room during the night - staff were incredibly helpful and we ended up in a room with a great view. Humberto, our serenity level butler, was really helpful and checked in on us regularly. Nelly kept our room clean and welcoming. Any minor queries or requests we had were dealt with straight away. We'd advise booking restaurants early as they can be busy. They are very good though. The buffet is an alternative and totally fine. Vistas is a good option for lunch. Plenty of sunbeds with options for sun and shade. The swim-up bar was good for a cooling drink under shade. Only slight criticism is that the music around the pools is too loud at times - but that's a personal opinion. Good place for spotting wildlife. Also well placed for the airport and golf at the Tinto course. Arrangements for the wedding we attended were great. All in all a really enjoyable and relaxing stay. It's a lovely hotel and its greatest asset is the staffing - they were polite, friendly and always helpful. Special mention to Aura, who has an amazing memory for names and room numbers, which made us feel very welcomed!