TripAdvisor Traveler Rating

The rooms need work. Handle to patio door ripped off, cloth lampshades stained, small holes in the rm darkening curtains, friend’s AC did not work (ours did), shower did not drain. BUT they were clean and beds comfortable. all hotel staff was excellent which made up for the below par rooms. They clearly made it their priority to be sure we were having fun and happy. The pools and common spaces were very nice. Plenty of chairs and seating inside and out. The buffet food was very good. Mexico Lindo restaurant was the best. Choice of liquor was very low grade but for the all inclusive price it was fine for mixed drinks. The private beach access was nice. No sargassum problems that we saw at other locations. In summary the rooms were fair to avg but comfortable, the food avg to very good, common areas, cleanliness, and staff excellent.

11 Day Trip I delayed writing this as I wanted to savor the time off, I had with my sister and daughter and focus on the good about the trip, but I am writing this as I do not want others to have the same experience we did. Our time and money are precious and going to this hotel is a waste of both. The best thing about the hotel is that it is in Mexico, beautiful beach and balmy breeze. The people who operated the Italian restaurant for breakfast were the light of the day. Very kind and welcoming. The front desk and a few other higher-level management…not so much. We checked in later in the day. There were a few guests in front of us, speaking with the front desk clerks who were all smiles, speaking Spanish and explaining all the resort had to offer. After about one hour, waiting and waiting, it is our turn to check in. As we start giving them our information, their demeanor changes immediately and they are less than pleasant. Our trip was booked a month in advance and was to be ocean view to find out later that that does not necessarily mean with a balcony. Our travel agent made that request for us to be told, of course, the hotel would try to accommodate us, but it is based on availability. When you book a month out, I think that it gives them enough time to plan. At the time of check-in, we asked if we could be moved when a room with a balcony was available and they said to come down in the morning. We were three adults and there was also supposed to be a cot in the room. No cot – no balcony. In the morning I went down to see if there was a different room available. She looked like she had a bad taste in her mouth and said, “bring your luggage down”. When I inquired to confirm that they had a balcony room free, all she said again was to bring the luggage down and that we had to wait until after 3. When I came to get the keys, the clerk programmed them, put them aside and proceeded to work on cutting old wrist bands. After a minute or so, she picked them up and handed them to me. Making me wait because she could! It was one clerk in particular that was just ignorant although none of them were kind in any fashion. New room-all good (although the phone never worked or no one ever answered) until….we had to have the keys reset 3 times and not just one of the keys and no we did not have them near phones. They would only give us 2 keys even though we were 3 adults who paid full rates. You would think it would cost them extra to do so. I asked for a map and was told they did not have them only to be given one at a communication session with a hotel representative. With two days left in the trip and the killing of a few cockroaches, the bathroom ceiling begins to leak, and they need to move us again but not until 5 that evening. No apologies – but again being left feeling like an inconvenience. Stuff happens and I am a very patient person, but the treatment was too much. I went back to the front desk after seeing the look of disappointment on my family’s face of being treated with disregard again. I asked to speak with the manager. They said they were moving us. I asked again that I just wanted to speak with her. Again, I was told they were moving us. I finally asked what the problem was and why they would not get the manager. She came out to see me and was a very kind person. She seemed a little shocked at the things I was telling her. We moved into another room for the last few days which wasted the better part of a day. Unwelcome is how we all felt at this point. There were other strange things that other English-speaking guests asked us about throughout the trip. They described similar treatment. It was clear that speaking Spanish gave you better service and kinder treatment which I have never experienced on any trip over the past 10 years of travelling. You had to wait to be seated at the buffet. On one occasion the woman sat us at a dirty table after walking past 2 clean ones. We started to sit and look for silverware when I thought "this was ridiculous". I asked the person why they sat us there at a dirty table and all she said was that it was ok and we could move to a clean table. I asked again why she would do that. No answer. On another instance same woman (one with braces), on our last day greets us at the entrance. We had been there 11 days at this point and for the first time she asked for our room number, any allergies, then asked our last name. As I begin to spell if for her, she starts to walk away to seat us. Why was she asking? She did not write it down and in fact was not even listening. Our flight left in the evening, and I was told we could use the services after checking out until 1pm and then after that we would have to pay for drinks or food after that. WTF is all I can say. Maybe Sunquest should tell people that. Lastly, when I asked about renting an umbrella on the beach since there is little to no shade, I was told it was not really an umbrella. I asked what is was and she could not explain it and did not know where to rent them. She then told me to go and look around the beach for someone. The hotel summary states they rent umbrellas. Again, thanks for the help. After all the crap, the manager gave us a later check out so no additional payment was needed. We came down early to check out before our pickup time. The driver said we needed to leave. I advised him that we were checking out and that he was early. Of course, the same woman is at check out and is taking all the time she can with the people in front of us and the driver is continuing to look angry. It is finally our turn to check out, and I let her know the driver is eager to leave as she proceeds to cut the wrist band off from us then cut them up further etc. I asked if we were done and she said no she needed to check us out of the system, 10 minutes later we were done. The driver had sent a message to my phone threatening to leave, and we were in the van on the road 5 minutes after the scheduled pick-up time. I want to cry at this point. It never ended. We were in the second row back in the van. At the airport the driver gets out to get the luggage, as we are struggling with the seat in front of us with the other passenger in a row up helping move the seat, the driver is telling my daughter to hurry up and get out. Again WTF. Final conclusion, it would be a long time if ever that we to go back to Mexico. I would take the bad food, good service, beautiful people and breathtaking beaches of Cuba any day. To management, do not bother to say you will work on it and that you are sorry when you were not when we were there and you could have made the experience pleasurable.

My college roommate and I did a girls trip to this resort for a long weekend. The rooms were fairly typical — nothing — but the ocean view was beautiful every morning at sunrise. It’s a smaller resort, but I enjoy that familial feel where you see the same people and establish connections in a short time. The food was good — gnocchi in the Italian restaurant was excellent. Of note were the entertainment staff — Noellia, Rambo, and Giovanni — they know how to have a good time. And then the bar staff — Luis, Omar, Enrique — knew our order after trip one and took excellent care of us throughout our entire visit. This isn’t a 5 star resort, but if you’re looking for an affordable weekend away where the staff treats you like you’re a VIP, you may enjoy this resort in Cancun,

I have been to this resort before. Always had an awesome experience

The place was great. It was definitely appropriate for families. I brought my mother and daughter for my birthday and we all enjoyed ourselves. The staff were so kind. When the water was calm the beach was great. I wish there were more umbrellas on the beach though.