TripAdvisor Traveler Rating

The AC does not work in their rooms. Don’t take a chance. Go to another resort.

We went to a high-pressure presentation where they made huge promises about high-end rooms and great vacations, but none of it turned out to be true. Whenever we try to book, nothing is ever available. When we actually stayed with them, we had major issues. The plumbing in our room was broken, other areas were dirty, and we had to demand a room change. On top of that, staff members were completely rude to us when we asked for help. We have tried reaching out to customer service and quality assurance to resolve this and end our involvement with the company, but they just ignore our complaints and try to sell us more stuff. This has been a complete waste of time and money. Stay far away from this company.

We have been coming here since 2015 & will keep returning over & over. We have brought down many family members over the years also. We bought into the Royal Holiday vacation club & have saved all the money we spent to buy into. We have travelled many other places in Mexico & other countries with our vacation club. Would buy again tomorrow

Had a good stay, not a very large place exactly what we were looking for and not like other resorts were they are constantly chasing you to become a member.

Before booking this last-minute vacation, there were two things I should have considered. We originally had different travel plans, but because Cozumel is our favorite scuba diving destination—and only a short flight from DFW—we decided to return. This was our sixth visit to the island. First, I should have realized that this is a family-oriented resort. There is absolutely nothing wrong with that—we raised our own children and have wonderful memories of family vacations. However, now that my husband and I are in our late 50s and both have demanding jobs, we were looking for a peaceful vacation focused on scuba diving and relaxation. Our room itself was excellent. It was spotless, well maintained, and the minibar was replenished daily with soft drinks and beer. Housekeeping did a wonderful job throughout our 11-night stay. Unfortunately, the room next to ours was a connecting family room, and during our stay we had three different sets of neighbors. Every one of them turned out to be noisy late into the evening. I completely understand that hotels are never silent, and families should be able to enjoy their vacation. However, there is a difference between normal vacation noise and children or teenagers running, yelling, moving furniture, slamming doors, and making enough noise after 10:00 p.m. that security has to be called. Twice I contacted the front desk around midnight because the noise had become unbearable, and security was sent. On another occasion, one of the wonderful front desk ladies personally spoke with the parents next door. Every employee we dealt with handled the situation professionally and did everything they could. My frustration is not with the staff—they were exceptional—but with the hotel's room allocation. This hotel has nine floors. In my opinion, management could greatly improve the guest experience by designating a couple of floors as quiet, adults-oriented floors while keeping the connecting rooms for families. Connecting rooms make perfect sense for parents traveling with children, but they are far less suitable for couples seeking a relaxing vacation. The second thing I should have considered was the length of our stay. Eleven nights was simply too long for this particular resort. Looking back, I would either have booked one week or split our vacation between two different hotels to enjoy a change of scenery and atmosphere. The hotel itself is very clean, the grounds are beautiful, and the food is good. However, with a resort of this size, I found the three restaurants somewhat limited after staying for almost two weeks. One of the main pools was also closed for maintenance during most of our vacation and only reopened the day before we left. I don't recall seeing this mentioned before booking. In addition, one of the hotel's two main guest elevators was almost constantly out of service. We don't mind taking the stairs, but with our room on the seventh floor, we often ended up using the service elevator instead. Despite these inconveniences, the greatest asset of this hotel is its staff. Every single employee we encountered—from the front desk to housekeeping, the restaurant staff, bartenders, and maintenance personnel—was incredibly friendly, welcoming, and eager to help. They truly deserve recognition. I also have to give a special thank you to the ladies working in the little café. They made the best coffee in the resort and greeted us every morning with genuine warmth and kindness. They were simply wonderful. Overall, we still had a nice vacation because we spent most of our days scuba diving around the beautiful reefs of Cozumel, and discovering places old and new. However, we have decided that our future trips to the island will likely be in an Airbnb or vacation rental rather than a hotel. For families, I believe this resort can be a great choice. For couples looking for peace, quiet, and a truly relaxing getaway, I would personally recommend looking elsewhere—perhaps an adults-only resort. Unfortunately, this hotel just wasn't the right fit for what we were hoping to find.