TripAdvisor Traveler Rating

Hotel is scam, as soon as you get there they want you to attend their time share meeting, they even called the room multiple times. They won’t return my funds due to a medical emergency, we had to fly back to the US and be admitted at the hospital. Which we have been for the last 5 days

Check in takes forever! There's no AC in the lobby. The kids club is dark not enough light and very little AC. Making it difficult for kids to stay comfortable. The kids pool area looks old and the ground is worn out to the point the kids keep slipping. Main pool is better. Whole pool max at 4.5feet so better for adults and kids. The whole hotel there isn't enough lighting. During the day the hotel vicinity looks abandoned because the lack of light. In the evening it's lit up. There is only AC in your room. Not in the hotel lobby or vacinity. Timeshare salespeople haggle you. The convenience stores are such a huge rip off. Won't spend a dime unless it's necessary. Example kids inflatable for them to sit in is us $60! 3 Swim diapers are us $15. The food buffet is bland and generic. The other restaurants are good though. Only pro is the beach due to no seaweed. The beach is beautiful. We stayed during iff season in Sept. Our other two friends stayed in Nov and July. Both had pleasant and very different experience if anything opposite of ours. Hotel should keep consistent off and on season because I would never recommend this hotel due to my experience.

My family and I stayed in this place to celebrate a birthday. Just checking in was a nightmare! They couldn’t find the booking therefore I was asked to book through their website because they can not do bookings on their end. Once I completed the booking I made a minor error (I didn’t add an adult) had to call customer service took over 2hrs to fix issue! Once all was fix my family and I had to wait 2 more hours to get out room. Once we received our room, it was disgusting, nothing like the pictures shown in their website. The rooms are outdated and dirty. There’s no table in the rooms just chairs (makes no sense). The rooms smells like wet towel that has been sitting out for years. The ACs do not work! Good luck trying to get it to work. If you aren’t part of their membership program they literally do not give 2 cents about you, regardless if you pay more. They really push guest to sign up to their timeshare/ membership if you want to get pampered… BIGGEST SCAM! The people aren’t from the area, they come from other parts of Mexico in which some honestly do not care about customer service and do not care to show it. They only care about collecting their money or how to get more money from you. Overall, worst experience and will NEVER stay at this resort again.

Had a great time on our vacation there. The food variety was great, and our kids loved the amenities.the kids club allowed my wife and I to get away and use the spa, as well as the adult pool section. Which by the way, Jorge the bartender was making some really good drinks.

The staff were really kind and helpful. My room key did not work when I got upstairs but they immediately sent someone to check the door. The staff welcomed me and made my birthday celebration special. Supervisor Martin from the Japanese restaurant was amazing! He took good care of us and asked his staff to sing happy birthday. Chef Santiago made my birthday meal to perfection. He put a lot of effort and thought into the food tray display. Waiter Luis and hostess Aline were so kind and sweet. They really made it special for me. Thanks again. A great team you guys have. The rooms were decent. I didn’t care for the bathroom design. The main lobby areas were really hot and was not cooled with air conditioning. I wish it was more fans or ac on the lobby floor.