TripAdvisor Traveler Rating

If I could give this resort a minus score, I would. I have never felt more uncomfortable or unsafe in a resort and I have travelled extensively. Started with the AC in my room not working. When I went to the front desk and spoke to the clerk at the front desk (Fabiola) who was very dismissive. But it was late and decided to try to make the best of it. The next day we went back to the front desk and had Fabiola again and explained that the room was so hot that we couldn't sleep. We were simply told "what do you expect! It's Mexico" and then she walked away. We had to return a 3rd time and finally spoke to someone different who managed to change our room. We found that locals were treated better than tourists and the same rules didn't apply to all guests. There was a very rude and drunk man around the pool every day and his belligerence was never addressed. I actually witnessed him hit a young girl across the face outside the buffet. And this is where everything turned horribly wrong. We stood there while they were allowing the Mexician locals walk into the buffet in dripping bathing suits but yet, they wouldn't let two young girls (in their 20's) into the buffet, even though they explained that they did not have their luggage as they were waiting for the airport shuttle and their luggage was stored. Then this middle aged man comes out and assaults one of the young girls! Starts hitting her in the face! They walked away crying and being a mom, I followed them to the front desk and heard them talking to Fabiola. But she was actually throwing the girls out of the hotel for causing a scene! When I tried to interject and explain what actually happened, Fabiola then threatened to call the police on me! I have never been treated so poorly at any resort! Following that instance, we were afraid to leave our room and just couldn't wait to leave this resort. Never again! And Fabiola shouldn't be allowed to work with tourists! Besides that, the food was mediocre, rooms were dated. Had to walk to the edge of the hotel grounds to get a decent beach. Just not worth the money to be treated like that and to not feel safe.

Great stay. Stuff is amazing.From concierge, front desk personnel, waitresses and waiters, housekeeping stuff,drivers and all other support personnel, can’t praise them enough for their service. They are so great. They make you feel welcome from the first to the last moment of your stay. Hotel is very outdated and definitely needs renovation but rooms are clean, restaurants area nice, food pretty good, swimming pools are very clean. I enjoyed my stay and would definitely come again.

The hotel was good, the restaurants were average all inclusive food. The staff were all kind and helpful, the beach would have been perfect had it not been for the Sargasm seaweed. That’s my fault though because I didn’t realise I’d booked in sargasm season. They cleared it constantly though and you got used to the smell quickly. Probably not five stars I’d give it four.

Alberto was so nice and provided us good service throughout the night. Would definitely go back! The food is also excellent thats why its so popular so it is recommended to book early.

It's ok is fine it'll do, we ended up booking here purely because coming from Ireland and there being 5 of us, the hotel we stayed last time we closed to renovations and this was the only one available that didn't charge per room but per person (1 guest would be single occupancy in a room) we read the reviews and figured we weren't planning staying on resort everyday anyway so we booked. 12 days 7 of which we were off exploring and I'm glad of that as I dont think I couldn't have done more than the couple days around that resort, yes it's expansive garden and tropical areas are nice, coffee house a great addition. STAFF ARE LOVELY , we never passed a member of staff that didn't greet us in some way. Food actually wasn't bad Steak house no complaints Seafood no complaints Italian was good Breakfast buffet was plenty full. Rooms are dated yes but clean, could do with an upgrade. Beach area nothing to brag about but few minute walk either direction or gets lovely, lagoon is lovely. The bed situation is ridiculous, people reserving only making a bad situation worse but it's not the cause, there are too few to begin with , this needs rectifying by the hotel as it's not good enough having guests recommend people bring their own beds or chairs, look your holiday is what you make of it but I don't feel the hotel provides those basic necessities. Black and white bar feels grubby and cheap , a shed with chairs, music and drinks flowing helps look passed it. My sons room was broken into one night, he went back and noticed the card reader on door was smashed and chip in door frame, entering the room he noticed fan was on(that he didn't turn on as it spun and rocked in the ceiling) , Pillows were disturbed but nothing taken as all was in my room. Called security they came up with a manager apologised , told us for our peace of mind they'd move rooms in the morning as we had no confidence in the door security to that room. Of course after that night no one knew anything, fobbed off at desk for 2 days saying they were fully booked and couldn't move us until I expressed loud enough for guests close by to hear my sons room was broken into with a smashed door and I no longer feel comfortable or safe there, safety that they are supposed to provide, I don't want an upgrade, downgrade us if you want just change rooms and they did. My holiday provider also had mailed them ,I waved compensation in exchange for internal investigation . I do think it was another guest possibly drunk that got the wrong room and just bashed their way in, but all the what ifs??? What if it was later and we were in bed? What is my son disturbed then while they thought it was their room etc. The hotels actions in this case were not good enough