TripAdvisor Traveler Rating

On check in I was charged 170 Mexican pesos as part of a tourism/environmental tax as was agreed at the time of the booking. The following morning I noticed on my credit card that I had in fact been charged $170US an overpayment of $160US? I reported this to reception and they acknowledged my mistake, charged me the correct amount and said they would refund my money. I was only staying for 2 nights but in that time I visited reception 4 times for my refund, for some reason they could not do it there and then? On my last visit a manager assured me they had all my details and I would receive the funds within 4 days. It is now 2 weeks since my return and nothing. I have sent several emails to try to resolve this, but to no avail. At the end of the day this is theft, I’m not sure how I can get my money back now, but I hope I can warn future guests so this doesn’t happen to you. To leave some positives, the bar and restaurant staff were lovely and very helpful.

not a bad hotel but needs a little improvement on certain areas, like some stuff in the room I stayed, the wifi kept going on and off and didnt work in certain areas and the food variety

We had an amazing experience, the staff support and service was great, from the front desk, concierge and servers in the buffet and restaurant, bartenders to housekeeping. Jose helped me with plan a birthday surprise for my husband, it was wonderful took great care of us throughout the stay, checking in with us and making sure we are having a good time. We highly recommend the resort and the restaurants. We would love to come back!

Erik and Santiago were the highlight of our family trip! They were attentive and fast making sure all our needs in the Mirado buffet were met. Really friendly and welcoming.

Everything was great from the ladies at the front desk to all the personnel working in the different bar areas. Special thanks to Jairo, Antonio, Luis, Enrique, Armando, Francisco, Carmen and Daniela. They made our stay amazing.