TripAdvisor Traveler Rating

My wife and I Vacation here a couple months ago. Everything was great except for a check-in they tried to give us a room that was less than what we booked. They went on and on and on about how they couldn’t give us the room and that the pictures on the website are only an illustration. After getting the manager involve, we finally got the room that we requested and paid extra for. Now my daughter and her husband are there checking in and they are having the same issue. Gilberto, the hotel representative. Is the SAME guy that did this game/scam with us. Daughter hated the conflict and just went ahead and accepted the inferior room without any compensation. I can’t believe I knew a hotel would treat their guest that way. Everything else at the resort is fine. It’s a shame.

We had an absolute blast on a friends bachelorette trip! We got the cabana two days and Victor, Julio, and Joel were absolutely wonderful! The service by angel was perfection and the whole team made sure we had fun activities and special surprises. Highly recommend the cabanas. The entire resort was gorgeous and the food was very good. The rooms are spacious and clean. Hope to come back someday!

We enjoyed our stay at the sister hotel H10 Art Gallery during a recent family trip to Barcelona, so was intrigued when I received the email notifying of their brand new all inclusive adults only resort in Cancun; they did not disappoint! We booked a getaway for our anniversary and this place had everything two introverts could want in an all inclusive. We could watch the afternoon fun in the party pool in the afternoon from our swim up room deck, or just stay all day down at the beach where there was lots of shade or sunny spots to suit your preference. The Privilege service was 100% worth it! Our butler Annie took excellent care of us, helping with booking all our dinner reservations (and yes, with Privilege you can make a reservation for every night!). Annie also helped us book a bowling lane (first time 10 pin bowling for this Canadian ??) and got me an emergency SOS sun spa treatment after I underestimated my sun exposure ??. The website only scratches the surface of what this resort has to offer! So much to discover once you’re here! The only downside to this amazing resort is that it’s so new; once the vegetation has grown in, it will be spectacular.

Overall this is a nice new hotel but is still going through growing pains since it has only been open for 3 months. Here are a few of my observations. It is evident if one looks at the details of the finishing that many areas were rushed so as to open on time. There was obviously no time for a proper deficiency list to be drawn up and have corrections done before opening…now it is too late. Main walkway along building 1 is in stamped concrete and one section obviously has sunk or had settled when they were pouring concrete resulting in a uneven area where there is a risk of twisting an ankle or tripping if not paying attention. There is no excuse for having uneven tiling and paint drips on beautiful ceramic all over the resort. A simple drop cloth would have eliminated this. Most elevators have damaged interior walls after only 3 months. Bad choice of installing wallpaper on the walls of the elevators That have baggage carts and suitcases etc in them daily. I can imagine the state of them in the next year if they keep to this design. Building #1 pool side has zero sun exposure and if you have a swim out room be advised that the water is very cold. Building #2 pool side is sun exposure all day long. Buildings #1 and 2 on the opposite side of the pool have views of the neighboring hotels as well as the service corridors where all materials for the rooms pass and are mostly off limits for guests due to the vehicles and carts passing through all day long to service the rooms. Rooms are well appointed and clean up service well done every day. Beach area, the grounds and all swimming pools well maintained. Best thing is there are enough chairs everywhere and the need to get up early to reserve is non existant(except I have heard that it does exist in the privilege area!). So much for being privileged! A great area for relaxation is the gazebo fountain area with loungers, hammocks and day beds…spent many days there chilling! Piano and lobby bar great areas to relax and top notch drinks are served. Even the house wine is not bad Bowling area lots of fun as is the sports bar. Food at the restaurants was very good with a shout out to the buffet where some days they had beef Wellington and rack of lamb for lunch! It seems unbelievable that this buffet is not open for dinner. Waiter and busboy service in the buffet was top notch, BUT, this was an absolute horror in the restaurants at night. For some reason tables in the restaurants, especially for the terrace areas, were not cleaned after the earlier guests had eaten and good luck trying to get a table after 8pm on the terrace, unless you are willing to wait an hour or cough up a minimum 800 pesos for a bottle of wine. We would arrive between 7;30-8 to ask for a terrace table where we could constantly see more than 60% of the tables empty but not yet cleaned up. Response was that they needed to clean them up but would take minimum 30 minutes to an hour! One night after returning 3 times to the same restaurant after 1 hour total waiting we asked the receptionist why no one had cleaned the tables? She gave the same answer that it was not yet cleaned and in frustration we asked why she doesn’t clean it up since there were no new clients in line and she wasn’t busy! She then proceeded to clean it up and we were able to have dinner. The problem it seems is that there is no busboy service at the restaurants…only the poor waiters who are running around as normal to serve people as well as being expected to bus the tables. This problem every single night made the visit to the hotel very frustrating and downgraded our experience greatly. If the hotel improves this point with dedicated busboys I believe the restaurant experience would be amazing but for now I would give them 2 stars out of 5 for service and 4.5 stars for the food. I would like to single out Fernando from the Locanda restaurant who is both an amazing waiter and sommelier as well who gave us our most enjoyable evening. We were able to interact a long time with him since it was near the closing of the resto and there were only 2 tables occupied on the terrace.

I have a lot to say about this amazing hotel, but not enough about axel, he is so happy all the time, always showing off his amazing skills on the wavesurfer I hope to see him when I go back in July