TripAdvisor Traveler Rating

Ramon is excellent. A wonderful server and amazing person.

Ramon es una leyenda! We had a great week with the family: Good food, nice beach, clean rooms. But best of all was the service, all around. One in particular was extra great, Ramon our server at the pool was amazing with the kids and the parents alike. Very hot!!! Make sure you find a shady spot to chill.

Rámon made each and every day of our visit more enjoyable. We had a tremendous amount of fun and are grateful for Rámon. This fella…. Leyenda.

Amazing experience at the buffet. Miguel and Andres were awesome. Stayed on top of drinks and cleared plates when needed plus there was a beautiful view. He made sure experience was good for us.

Before you read this, I was in your shoes. I read the reviews and convinced myself that the positive ones were probably right and that the one star reviews were just from people who complain about everything. Then I stayed here. I made the best of the trip, telling my kids, "We're still having fun," and reminding my parents, "At least we're together." We created good memories despite the resort, not because of it. Unfortunately, the review that follows explains why many of those negative reviews turned out to be accurate. I have never stayed at an all-inclusive resort in Mexico that refused to give guests their resort bracelet before the official check-in time. We arrived at 10:30 a.m., and they told us we couldn't receive our bracelets until noon. The resort should really reconsider this policy. Guests travel from all over the country and internationally, often after long flights and transfers. Most people simply want to arrive, relax, grab breakfast or lunch, and enjoy a drink while waiting for their room. I completely understand that rooms may not be ready yet, but withholding a bracelet so guests can't even get a drink or something to eat feels unreasonable. The front desk staff didn't help create a welcoming first impression either. On both sides of the check-in area, employees acted as though guests were inconveniencing them. There were no friendly smiles or warm greetings. To make matters worse, there is no organized queue for check-in. Guests are left standing around asking each other, "Is this the line?" The staff are clearly aware of the confusion, yet they simply stand there and watch without directing people. Dining reservations are another major issue. During your stay, you'll be lucky if you get to eat at one of the specialty restaurants. Honestly, you're better off taking an Uber and finding a local restaurant. The resort app is completely useless. It rarely works, and securing a reservation through it is nearly impossible. I'm also not sure where this so-called recent renovation took place. Our shower head sprayed in multiple random directions, our television stopped working on the second day, and the room phone never worked at all. If you read other reviews, you'll notice many guests reporting the same phone issue. Ours had no dial tone whatsoever. Someone came after 10 p.m. to look at the TV, but nothing could be fixed. When I reported the phone problem and explained that I couldn't access the app, I was given a QR code that linked to WhatsApp so I could message the hotel with requests. Service around the pools was also lacking. There simply are not enough waitstaff. From what I observed, there was only one bartender and one server covering the family pool area. I don't believe there was any poolside service at the adult pool. If you wanted a drink there, you had to walk up to the bar yourself. Also, we woke up to the pool water green one day. I have never run into at an all-inclusive. I eventually saw a maintenance technician testing the pool at noon. Shouldn't that have been done at night? One piece of advice: do not let the resort arrange a taxi for you without first asking the price. You're usually better off using Uber or, at the very least, confirming the fare before getting into a taxi. Now for the one positive. The kids club, while small, was one of the highlights of our stay. The young woman running it was wonderful with the children and genuinely seemed to care about making their experience enjoyable. The only drawback is that popular activities have limited capacity, so you'll want to arrive at least 20 minutes early if you want your child to participate. Overall, this resort fell well short of expectations. Between the poor customer service, broken amenities, difficult dining reservations, and lack of attention to guest experience, it was frustrating from the moment we arrived. The kids club was the one standout feature, but unfortunately it wasn't enough to make up for the resort's many shortcomings.