TripAdvisor Traveler Rating

The staff were nice and everything was very good. Abdiel was very kind and helpful.

The resort is clean, housekeeping, servers & bartenders are amazing. I really enjoyed the communication with the wonderful concierge staff through WhatsApp! Thanks for a great stay.

This resort can be summarized in two words: inconsistent and misrepresented. While it markets itself as a 5-star luxury property, in reality, it is a solid 3-star. There’s a big difference between booking a 3-star and getting a 3-star versus booking a luxury resort and arriving at a budget one. One guest I talked to called her travel agent to express how upset she was over being sent to a 3-star resort when she specified nothing less than 5-star, and another was at the front desk requesting a refund of the rest of their stay so they could go to another resort. Despite the many recurring issues highlighted in negative reviews, the resort responds with the same generic apology and shows no sign of addressing them. Guests who had a 1-star experience are not returning to a resort that does nothing to address the issues. If you simply want an affordable escape with sun and sand, this resort may be fine. But if you’re accustomed to genuine 5-star properties and expect that level of refinement, consistency, and amenities, you’ll likely be disappointed. Check-In/Lobby Check in was quick, but the expected luxury touches were missing. There was no welcome drink and no true lobby bar—something standard at upscale resorts. A lobby bar is usually a prime spot in the evenings to unwind, listen to live ambient music, and ease into vacation mode. That atmosphere simply wasn’t there. Instead, the “lobby bar” is the Black & White nightclub, an uncomfortable space with hard plastic chairs, loud echoing music, and the feel of a community hall rather than a quality nightclub at a 5-star resort. It occasionally had live music and dancing which some people enjoyed, but for us the atmosphere was far from inviting. After receiving our room key, we were taken to a VIP desk for what initially seemed like a helpful orientation but quickly became a push for their loyalty program. Despite insisting it wasn’t a timeshare pitch, the pressure continued for several days. At a true luxury resort, loyalty is earned through service and ensuring guests are enjoying their current visit enough to want to return, not aggressive and scam sales tactics before guests even settle in. The resort advertises 24/7 currency exchange, yet in two weeks the front desk only had small bills once, and it was only five 20-peso notes. Without change, we were not able to tip when we ran out after our first couple of days. A simple process such as having staff exchange their smaller bills at shift end could help keep smaller denominations on the property to increase tips for the staff. If you plan to leave the resort independently, note that the taxi stand staff did not speak English, making communication challenging without a translation app. Otherwise, communication with most staff on the property was easy. Layout, Grounds & Overall Condition The layout is excellent, buildings with fast and smooth elevators. The grounds are well maintained, and the jungle walkway between the front and back sections is clean, well lit, and genuinely beautiful. The walk from our building to the lobby took about 7–8 minutes. Unfortunately, the shared pedestrian/golf cart path was more functional than suited for leisurely strolls, unlike other resorts where carts have designated paths. Guests often blocked carts (it became a running joke for the passengers to yell “beep beep” noises to get people to move), and on foot you frequently had to dodge carts moving at a decent speed. Large swampy areas between the pool and room blocks visually detract from the setting and create a major mosquito problem. After nearly 20 years of travel in Mexico and the Caribbean without a single bite, I left this resort covered in them. With no screens on patio doors, leaving them open for fresh air wasn’t an option. On the positive side, we saw no cockroaches or other pests. The property’s physical condition is where the 5 star claim collapses. There are large sections of missing thatch above top-floor balconies, holes in the roof of the beach restaurant, a tarped roof over the Black & White bar, damaged elevator tiles, peeling paint, and some public restrooms without toilet seats. These aren’t minor cosmetic flaws, they point to serious neglect and lack of operational oversight. As a jungle property, wildlife is part of the environment, so if you’re uncomfortable with animals, this isn’t the right fit for you. Cats wander through restaurants, and raccoons and coatis will enter rooms if patio doors are left open. If you don’t feed them, they move on. What felt contradictory, however, was the resort’s messaging about respecting wildlife while simultaneously allowing someone on site to offer photo ops with a baby monkey on a leash. These monkeys are ripped away from their mothers and forced to spend long hours in the heat being passed from tourist to tourist, a practice rooted in animal cruelty. Staff With few exceptions, the staff are some of the friendliest we’ve encountered. Nearly everyone greets you as you pass, and the warmth feels genuine — even if part of it is training, it doesn’t feel forced. The main inconsistency was among the restaurant waiters in the black uniforms and maître d’s, who were noticeably less attentive and engaging than other team members. Only one of our ten à la carte meals included a quality check, and pacing was slow with long gaps between courses. Pools The renovated pools lost all of their tropical character. Older photos show blue tiles and blue chairs; now everything is tan, which makes it feel visually flat. That said, they are generally kept clean. Half our trip was unseasonably cold, so the pools didn’t get much use, and with no hot tub, our swimsuits stayed mostly dry. There is no kids’ pool and no adults-only or quiet pool, so expect constant cannonballs, splashing, playing, and high noise levels. The “kids’ area” consists of an inflatable slide brought out occasionally and placed at the end of one pool. There were a lot of guests using personal Bluetooth speakers. Combined with blasting resort music, it created a chaotic mix of competing genres throughout the day. The activity team member yelling over the microphone was also too much. She was doing her job and just trying to get people pumped up and involved in activities, but it only added to the overwhelming noise. If you like a loud, active environment, you will enjoy it there. If you like to just have some nice tropical background music while you read or relax, you may not enjoy it so much. The small pool is slightly calmer but still active. Lounger availability is the worst I’ve seen. There are far too few with large empty areas around the pool that could easily accommodate more. If you don’t secure one early, you won’t get one. Many loungers were reserved all day by people who never used them, leaving many guests forced to sit on extremely uncomfortable concrete loungers built around the perimeter of the pool, and, when those also filled up on hotter days, towels on the cement beside the pool. Shade is almost non-existent. There are no umbrellas or palapas. A couple of pergolas with fabric in disrepair provides minimal coverage for only a few people. On hot days, standing in the pool under the bridges is your only escape from the sun. Hot water and water pressure issues meant many guests couldn’t shower properly, and by late afternoon the pools developed a noticeable layer of scum. There are no swim-up bars and minimal poolside service; usually one server covered the entire area. Bar lines were often 15+ people deep, sometimes with only one bartender working, and because guests frequently ordered multiple drinks at once to avoid returning, the lines moved slowly. Drinks from the restaurant bar were better; we discarded several from the swing bar. Drinks Drink quality was weak in execution despite generous pours: bottom-shelf liquor, artificial syrups, no fresh fruit, and a strong chemical aftertaste from sanitation. If your goal is strong drinks, they deliver. If you prefer a well-balanced, good-tasting cocktail, expectations should be adjusted. Their plastic cups are quickly rinsed between uses rather than thoroughly cleaned, so bringing your own cup is advisable. Wifi/Technology Wi Fi was essentially unusable, working less than 10% of the time, and guest services ignored concerns. This made working, checking in for flights, planning excursions, or even streaming a movie impossible. Despite this, the resort relies heavily on QR codes for menus, room service, and spa services, which often couldn’t load. Wi Fi was slightly better in public areas but still unreliable. The resort app for dinner reservations doesn’t work on newer phones—it won’t install because Android versions are “too new”—yet staff repeatedly direct guests to use it. They’re pushing a tech dependent system without the infrastructure to support it. CircleOne This was the most aggressive loyalty club environment I’ve experienced. CircleOne members receive better alcohol (with signs highlighting what non members cannot order), private tables at the small pool restaurant while everyone else has communal dining at large tables, lobster and upgraded meals, better Wi Fi, priority restaurant lines, their own shuttles, a dedicated beach bar, and a huge section of reserved loungers—most of which sat empty. Meanwhile, regular guests struggled to find anywhere to sit and end up sitting on cement. Many resorts have tiered service, but often a separate area with premium amenities for loyalty or luxury guests. Here the segregation is blatant because everyone shares the same spaces; members are simply treated as the only guests whose comfort and experience matters. Rooms Our room initially smelled musty but aired out quickly after opening the patio door. Rooms are dated but clean with plenty of storage. The soaker tub was unusable because the stopper didn’t work. Water pressure was inconsistent. The first day I didn’t have hot water, but the rest of the trip I did, though other people were complaining they didn’t. Our garden view balcony was secluded, but small, with only enough space for two very uncomfortable chairs and a small table, and holes in the thatching meant no shelter from rain. There was no exterior handle on the patio doors. Standard amenities were provided, including a hair dryer, iron, safe, and coffee maker, plus an umbrella. The large TV is flush mounted with no access to the outlet, so bring a long cord if using a streaming device. The mini fridge was restocked daily with beer and pop, and the attendant was happy to accommodate drink preferences. Our main housekeeper was excellent and consistently went above and beyond. Beds were too firm for me, and by the end of the first week my back was spasming, though the pillows and bedding were clean and comfortable. Noise is a major issue. Walls are paper thin, and you hear everything—conversations, TVs, showers, sex, vomiting, bathroom noises, chairs dragging, suitcases rolling, housekeeping making the beds, kids yelling in the echoey hallways, late night drunks returning from the bar, then early morning door slamming as people start their day. Expect 4–5 hours of solid sleep at best. Beach The beach had soft, powdery sand, but that’s where the positives ended. Like much of Cancun, the resort struggles with sargassum, understandably not their fault and they do a pretty good job of cleaning it, but they also had too few loungers and only one server covering the entire beach. Hammocks were inconsistently available and often occupied by large groups of locals. Severe sand erosion has led to the installation of wave break structures. While necessary, they significantly change the view: instead of the classic white sand, turquoise water postcard, you’re looking at brown water, seaweed covered barriers, and erosion control structures. I only saw beach volleyball and paid water sports (scuba, snorkeling, jet skis). There didn’t appear to be any complimentary water activities included. Entertainment/Evening Activities The only evening venue is the 24/7 Black & White nightclub, which doubles as the “theatre.” The stage is a small platform with rows of hard chairs, more like a makeshift setup than a planned entertainment space. The noise from the bar bleeds into shows, and entertainment is poorly advertised and low effort, with the only real production being a cirque style fire and water show held in the pools—which I had to skip because the mosquitoes were unbearable. Every other resort I have been at has a large, separate, often open-air, theatre with comfy chairs, a nice stage, and drink service and it is a true production with well-rehearsed music and a lot of effort put into stage design and costumes. One more 3-star difference. There’s also nowhere on the resort to enjoy a comfortable, relaxed evening with music and a good cocktail. The small seating area outside the French and Italian restaurants isn’t a true lounge—no music, limited comfort, and you have to go inside the restaurant bar for drinks—so it’s mostly just a waiting area rather than a place to unwind. Restaurants I appreciated the relaxed dress code. Even the “formal” restaurants were casual and not strictly enforced, which was refreshing compared to resorts that expect guests to pack dress clothes. A la carte restaurants can be visited as often as you want, but you can only book for the current and next day. The system prevents people from booking out the whole week, but with the app not working, it’s inconvenient making repeated trips and standing in lines at the concierge. There’s a restaurant by the small pool that we never figured out, labeled as the “Oriental,” but it wasn’t. Occasionally a small buffet appeared outside, but not consistently, and one night it was closed for a private event. Even concierge couldn’t tell us when it was open, so we never knew if we could actually eat there. Overall, buffet food was above average in quality and we had no concerns about food safety, but the smallest selection of any resort we’ve visited. For the most part, hot food was hot and cold food cold, and most items were prepared well. The evening buffet was the nicest we’ve seen with tablecloths, fabric chair covers, and restaurant-quality ambience, but while the atmosphere and food quality were good, the selection was too limited and the lineups too long so we mostly ate at a la cartes. Lunch was repetitive (tacos, pizza, burgers, hot dogs, fries, a few hot dishes), to the point where we started skipping lunch towards the end of the trip. Ice cream was only available twice. Breakfast offered the basics with a good omelet bar but little fruit variety (mostly watermelon and pineapple) and no premium options like waffles, crepes, smoothies, breakfast sandwiches, or eggs Benedict, and the French toast was always undercooked. Many items ran out early, the specialty coffee machine was broken for two weeks, mimosas were served in plastic cups, and pastries were as dry as dust. I am not complaining about these things, because they had a minimal impact on our vacation and we certainly didn’t go hungry. I mention them just as further examples of why it felt more like a 3-star resort than a 5-star one. There were no designated bus staff so the same employees handling used dishes, napkins, and garbage were also resetting tables and delivering drinks. Place mats were quickly brushed off before clean napkins and cutlery were placed in the same spot used cutlery and dirty napkins had just been removed from. Desserts were a disappointment. Everything was just repurposed cake. Whether you selected a brownie, tart, or pie, it was just cake with a different fruit puree, maybe some custard or whip cream, and occasionally food colouring. So, between desserts and breakfast pastries, their bakers are a clear weak spot. Overall, food quality at the a la cartes was excellent, with fresh ingredients, well prepared dishes, and beautiful plating, just not the consistency you’d expect from a true 5-star resort. Steaks were undercooked all three times despite ordering progressively more well done. The salmon was outstanding, though the salmon with Hollandaise in the French restaurant had no Hollandaise. Some dishes varied wildly between visits, like shrimp soup that was full of shrimp one night and essentially vegetable broth the next, and the baked potato side dish that only had sour cream sometimes. The advertised 24-hour snacks were misleading. There is nothing clearly stating what your late-night options are so you have to figure it out, but we found the 24-hour bar never had food after about 6pm, and the late night “snacks” at the Mexican restaurant were just leftover buffet items from 11pm–1am. After 1am, the only option was room service, which carries a $10 USD delivery fee each time. Food Preferences/Requirements At every restaurant, guests are asked upon entering about allergies. However, allergy controls do not appear to be implemented. Menus include allergen icons (dairy, gluten, seafood, etc.), but they are not reliable. For example, at the Italian I intentionally selected a pasta sauce without a dairy icon, yet it was alfredo-based. Gluten-free options were extremely limited. Nothing in the buffets nor à la cartes was noted as being gluten free, with the exception of one pasta option at the Italian (either penne or fusilli depending on the night). Many buffet items lacked labels entirely or were improperly marked, and cross-contamination was evident. Those with mild sensitivities may manage, but guests with serious food allergies should exercise caution due to lack of options, inconsistent labeling, and cross-contamination risk. Summary Ultimately, this resort was a mismatch for us. We prefer quality of drinks over quantity, peaceful spaces, and a calmer atmosphere. Instead, the environment was a blend of spring break, school recess, and inconsiderate tourists, with loud pool activities, no separation between kids and adults, line-cutting, late-night drunks, parties on balconies, hallway and room noise, personal speakers, lounge-hogging, and nightlife centered almost entirely around the nightclub. Unlike other lively resorts that still offer quiet escape areas, that balance does not exist here. The property may once have been lovely, but it now shows clear signs of decline, making the larger issue positioning. This resort has a clear identity crisis. It continues to market itself as a 5-star luxury resort, yet nothing about the experience is 5-star, so guests expecting a more refined experience will likely be disappointed. The price point suggests budget-friendly, but the branding sets luxury expectations — and that gap results in dissatisfaction. The resort would benefit either from rebranding to a 3-star to match its current offering, allowing it to meet expectations, or possibly even exceed them in some areas, or making the investment required to reach the standard it advertises. We have avoided this resort for years because of the reviews and only ended up here because of a last-minute cancellation that required either forfeiting our winter vacation or making a spur of the moment itinerary change to one of the only resorts still with capacity. We ended up disappointed in our decision.

This is not a bad resort. With a few minor improvements, it could be great. There is not enough shade. Not enough lounge chairs. If you need shade, chose another resort. Most of the staff were lovely. Especially Leonardo, the trolly driver. He was wonderful.

This resort is absolutely beautiful! Grounds and pools were immaculate, rooms very clean but dated. Old curtains and no screen on the patio door ( which is a shame as there is a wonderful breeze in the evening). There is a musty smell in the rooms, as in most warm destinations, but we had taken 2 "damp trap" that we picked up at the dollar store which neutralized it after a day or so. In room safe worked well, mini bar restocked daily- pop, water, beer. Food at the buffet was very good, Mimosas were available every morning while you waited to be seated. The line to get in moves fairly quickly. For those in the end of the resort near the quiet pool, you can also get breakfast at the little restaurant at the pool. Basic breakfast items, egg station, french toast, pancakes, fruit etc with rarely a small line up.The a la cartes were easy to book thru guest services, with unlimited bookings. We ate at the steakhouse, mexican, seafood and festival grill around the quiet pool. The steakhouse and Mexican were outstanding as was the festival grill for a more casual dining experience. The seafood restaurant was o.k. but a bit disappointing with few actual seafood items available unless you paid extra. The Coffee House is a little gem and Alejandra makes the best cappuccino. The resort staff were good, always smiles and greetings for guests. The tropical gardens are gorgeous and the wildlife and birds provided a spectacular backdrop. A 5 minute walk down the beach to the left is a lovely lagoon/grotto to swim in and enjoy the small fish and scenery in crystal clear water. We took an excursion into Talum and swimming in a Cenote and was amazed at the sights. This excursion cost approx $115 US pp. Worth every penny. We also took advantage of the free shopping excursion (book thru your travel rep) to the silver jewellery store, tequila brewery and store and a few hours in Playa del Carmen. Great fun. Our vacation had only one issue that would make us hesitate to return - at no point in our entire week could we spend time at the pool or beach without sitting on cement or down in the sand. This is not an option for us, or for the seniors that were at the resort. As wonderful as we found this resort to be, its a bit of a deal breaker. But for this, we would be planning our return.