TripAdvisor Traveler Rating

Some of the food in the breakfast and lunch buffet was a “filler “ food meaning there could be better variety instead of abundant potatoes, noodles, sliced hot dogs.

I'm tempted to say this is a terrible place so that all the snobby gringo tourists stay away and don't ruin the genuine authenticity here but that wouldn't be fair to the wonderful staff who all put their heart and soul into making this place as good as it can be. Some of the finer points could be better but i'm just mentioning some things to be constructive and wouldn't be a deal breaker if we had the chance to stay here again. Caution to everyone who has limited mobility since the complex is built into the side of a small mountain so there are stairs and sloped walkways everywhere, while there are trams they are not always available so we did get our steps in which was not a bad thing!! Also our room had a step down to the bathroom & patio access which could be treacherous in the dark so be careful...... Food at the buffet was not always hot due to the design of the server pans/trays, it did not bother me but my wife likes her food extra hot so wished they had a microwave available to use in the buffet area. Food in general was good, a bit limited because this is a smaller resort, i'm not a picky eater so I definitely didn't go hungry...... shout out to Karen and all the hard working staff at the buffet, a big thank you to Hannia, Horginio and Juan at the formal restaurants for the attention!! Our room was always a nice cool retreat from the heat and water was always as hot as i needed for showering. We did have an issue initially where we did not have a blackout curtain to block the lights on the patio which are all controlled for the entire building centrally..... we used the mattress from the hide-a-bed in the window which ironically fit almost perfectly....... When we told the front desk they did get maintenance to fix this issue with a new curtain in a couple days. Finer suggestions for the room we had would be adding some hooks by the door and on a few other walls since there was nowhere to hang anything other than the closet..... we had to use our TV as a clothes rack for things we didn't want to fold away in the drawers, stuff needing to dry and hats etc. Our patio was huge but only had a small table and chairs set, i did ask about getting a couple lounger chairs to sit and relax on our patio but was told it was not possible. Having lounge chairs on our deck would have encouraged us to leave the pool area during peak times. The pool area on the 7th floor was very busy with kids especially at peak times from around noon until 5 pm while the kiddie pool area by the lobby was never used at all because there is nothing for them to do in there and no umbrellas for shade...... being very shallow it's suitable for babies and toddlers mostly..... I would suggest a nice water activities play structure be added in there to attract some of the activity from the 7th floor pool. Addition of a 1 - 1.5M deep pool beside the toddler pool would be a great place to attract some of the older kids for playing their ball and frisbee games. It would be great if 7th floor pool was for adults only. The beach area pool was a nice place to cool off when sitting on the beach chairs however the pool activities lady with the mic was often much too loud for my liking.... actually her voice is quite high so she does not need a microphone IMO. The beach access is a bit of a walk which we did enjoy since the tram is not always available. However the cobblestone road could use some maintenance in areas where the stones are uneven due to tree roots etc. also the walkway beside the parking lot across the street from the lobby building is missing quite a few trees so there are large holes currently where trees/bushes should be replaced, perhaps this is not responsibility of the hotel however because many people from the hotel walk here to access the beach club it would be nice if the hotel took care of that parking lot and walkway since it is becoming treacherous and the empty lot is collecting garbage. I feel like if some of these finer points were addressed this place would be 5/5 for us because the staff is amazing and they put their heart into making the place as best they can.

Good service, very friendly and nice views, cleaning rooms, I would recommend to everybody comes here, Luisa is a very good person,she has at the restaurant,the other person is Daniel, he is a driver person,the restaurant of specialty at night,all person work there there are very good people, would like to be back again here any time ??

When we arrived our room I asked for with a King Bed and decorated for our anniversary was not ready. They only had the double room. We waited for the King, however my surprise for it to be decorated was not done. I do not think the clerical staff understood. They made it seem like the king room was not available, however the hotel was pretty empty and floor we were on I think we might have been the only ones for half a week. The Staff at this hotel is amazing. They are all very friendly and try and make your vacation the best possible. Caesar at the bar always remembers your Drink. Karen at the buffet always has a smile and wants to talk and know how you are doing. Levita at the 7th floor breakfast is so sweet and always wants to please. The rooms are spacious and the cleaning staff does a great job. We stayed in 324 and had an amazing tree to watch the wild life every morning. The walk is up and down and all around. If you have mobility issues this is not the place for you. We walked most of the time and very doable. To the beach it is a 5 min walk and very safe. There are carts to take you but are not always there. The biggest issue with this hotel is the food. Breakfast was always good. We ate at the 7th floor most days and then at the buffet once. Both were good for Breakfast. The only issue is it opens at 730am and we were up much earlier. Also their Cappuccino machine does not always work. Lunch and Dinner at the Buffet is hit or miss. There is not a lot of imagination when it comes to their menu. With all the ingredients in Mexico there are a million thing that could be made. I only saw the pasta station once. Most days they tried to make a special item on the grill, however it was never ready till much later. Also Lunch starts very late usually 1230-1pm. The snack bar at the beach is not very good, on the 7th floor it is better, however not always available. Dinner reservations are a pain. You have to be there at 930am or she leaves and you can not make one. It is not the they are full she just leaves. Most night the restaurants were empty and they still will not allow you to eat there. This is not a good method. We had Italian twice and it was not that great. Dinner at the Buffet is about the same as Lunch, I feel the hotel caters to the Mexican guests, which is fine and I love Mexican food, however a variety would be nice. I feel that Management has poor communication and does not tell the visitors about special events on the 7th floor roof top. Many days they had something and people are sitting around the pool and have no idea. They should be telling everyone to come and join them and not make it seem like it was a private function. We would see how long it took to set up and then very few people would go. They also did not run very long. This would be a good thing to have a night after 10pm where people could gather. At night there is a show to go to near the beach, however that is about all. Many times we would go to the lobby bar and we would be the only ones there. Leaving the hotel is easy and there are always taxis there. We went several times to eat dinner knowing there would not be a good selection at the Buffet. This hotel would be amazing if they invested in a good chef with lots of ideas on meals. Most people I spoke to said the same. The spot is actually very nice and distance to the beach is not a big deal. I feel it is management that needs to step it up, regular staff is amazing. All in all I would recommend this hotel if you get it for a good price, just go with an open mind when it comes to the food and fill up on breakfast.

First night-no A/C, shower flooded into the adjacent room-3 other parties while we were there with similar complaints and one even with out water. Moved to better room after much haggling. Next day we're told to move back into the defective rooms. Further haggling to stay put with help of local Westjet rep(who wasn't actually advocating very hard for us). Then in the new rooms had to get a maintenance person in to fix a ceiling leak-left a mess-waited 2 days for housekeeping to clean up. Lots of noise in adjacent room apparently being renovated. Bathroom by pool closed for repairs. Overall impression: lack of proper maintenance is catching up with the resort.