TripAdvisor Traveler Rating

????? Absolutely terrible experience – my wife’s diamond engagement ring was stolen from our room while housekeeping was cleaning. I stepped out for less than 10 minutes to grab coffee (left the “Do Not Disturb” sign off because we’d be right back), and when I returned her ring – worth thousands – was gone from the nightstand. We immediately reported it to the front desk. Management assured us they would fully investigate and contact us within 48 hours. It’s now been well over a week with zero follow-up, zero communication, not even the courtesy of a phone call or email. To have my wife’s engagement ring disappear on your property and then be completely ignored is beyond unacceptable. This level of unprofessionalism and total lack of accountability is shocking. We will never stay here again and I strongly caution anyone traveling with valuables – especially jewelry – to avoid this hotel. One star is still too generous.

????? Terrible experience – my diamond ring was stolen from the nightstand while housekeeping was in the room. I stepped out for literally 10 minutes to grab coffee, left the “Do Not Disturb” sign off because I expected to be right back, and when I returned my engagement ring (worth thousands) was gone from the nightstand. I immediately reported it to the front desk. Management promised they would investigate and get back to me within 48 hours. That was over a week ago – still zero follow-up, zero communication, not even a courtesy call. They’ve completely ghosted me about an extremely valuable item that disappeared on their watch. This level of unprofessionalism and apparent indifference to guest property being stolen in their hotel is unacceptable. I will never stay here again and strongly advise others to think twice, especially if you have any valuables. Zero accountability and zero customer service after the fact. Extremely disappointed.

Our stay was excellent. The hotel offers a great variety of restaurants, bars, and a wonderful café. Most of the staff were warm, friendly, and went above and beyond to meet every need and make our stay perfect. We originally planned to explore Cancun, but ended up staying almost the entire week at the hotel because we enjoyed it so much. Highly recommended.

My mom really loved her trip here celebrating her birthday. The staff sang to her at every meal! We enjoyed the Turquoise Tower but unfortunately did not get to experience the true adults only experience with the construction at the punta vista infinity pool. The aqua circuit in the spa was so relaxing! Overall a really nice time.

Need accountability from hotel management and follow up on what they promise. Treat guests with respect and transparency