TripAdvisor Traveler Rating

We arrived at the resort at 11:00 PM, only to wait over an hour in line to check in because they were severely understaffed. There were no welcome drinks or any form of hospitality, which is something you expect at any resort. We were first checked into a room on the 3rd floor. As soon as we entered, it was obvious the room had not been properly inspected: the toilet was not even attached to the wall (video attached)!! Cleaning supplies were left behind, and the room smelled strongly of bleach. We immediately went back to the front desk and asked to be moved. They reassigned us to a room on the 1st floor. When we got there, the door was locked and there was an ant infestation near the room. Once again, we had to haul all of our luggage back to the front desk. While waiting in line for help, staff were rude and told us to move to a different line and essentially re-check in. We were then assisted by a staff member named Martin, who placed us in yet another room on the 3rd floor. By this point it was around 12:30 AM. We were exhausted, hungry, and beyond frustrated from repeatedly moving our luggage around with no offer of assistance from a bellhop at any point. After finally getting settled, 5 minutes later we received a phone call telling us to return to the front desk because they had made a mistake and we were not supposed to be in that room. For the fourth time that night, we dragged our luggage back downstairs. They then placed us in our fourth room of the night, which did not even match our booking. We had reserved a Comfort Room with a king bed, and instead were given two twin beds. When we asked for the room we paid for, we were told none were available. Completely unacceptable. A manager apologized on Martin’s behalf and told us he would speak with Guest Services to arrange compensation. We never received any. When I followed up with Guest Services before leaving the resort, they told me we were supposed to go to the front desk during our stay to ask for a fruit basket. A fruit basket at an all-inclusive resort with unlimited buffet access is just insulting. Once we finally got into the room, we discovered the telephone did not work and the safe was broken. Two separate technicians had to come fix them. We were not fully settled into our room until 1:30 AM - 2.5 hrs after arriving at the resort! The room itself was in poor condition. The tub/shower was difficult to operate, paint was peeling off the doors and walls, and overall the room felt worn and neglected. This is not what you expect when paying roughly $3,000 per person for a seven-day stay at a “4.7-star” resort. On the second day, we attempted to book restaurants and were told there was barely any availability. We were limited to booking only two restaurants, both at very late times (8:30-9:00 PM), despite there being several dining options. When we actually went to our reservations, 50 to 75% of the restaurant was empty, making it even more confusing and frustrating that they claimed they could not accommodate guests. The buffet food was mediocre, there were very few daytime activities, and the beach itself was not particularly nice. The drinks were good, and a few staff members were genuinely friendly, but that does not come close to making up for the overall experience. This resort is an absolute ripoff. I would strongly recommend staying elsewhere.

What a beautiful holiday! Elizabeth who always greeted us so gloriously when we came to eat in the buffet restaurant. Esther served our family so well in the buffet restaurant. She was a kind, attentive and was always interested in our day. She gave us good information about Xcaret. Manuel on the Tequila bar for serving us every day by the pool for 2 weeks and making us laugh and smile every day. Ivan in the Steakhouse for making my husband’s birthday so special. Luiz in the buffet restaurant for being attentive, gentle, professional and a beautiful smile always. Luiz the photographer - what a great soul, friendly and kind nature he has. Samantha for cleaning our room each day immaculately. The hotel staff made our stay so wonderful and relaxed. Nothing was too much trouble for anyone. We will be back and Thank you

Decent room. Needs some major upgrades in regards to lighting, power sockets and air conditioning. Pool was good, not much crowded. Liked the food at the buffet.

1 socket in room no hot water on first day food in buffet was the same most night went dwn for tea about 8 ran out of quite a lot of food ask the chef he just put his hand up not enough beds round the pool had 85 year old partner so had to sit on up right chair all day . Notice sign up about reserving sun lounges but no one one came round and sorted smoking round the pool same thing the staff just walk passed . And how big the hotel is really 3 restaurants that really bad think you need too look into that was thinking in bringing my Granson out here nxt year which he is 8 but the food not suitable for the children think you need to look into a section for children to eat like chicken nuggets fish fingers and deafinly chips. Plus we had problem with safe 4 times we had to call them out

Do not come if you are a smoker! TUI only specifies that e-cigarettes are banned but do not specify that there is a very strict law against smoking in public areas in Mexico. The hotel does not have an actual proper area for smokers they are making you smoke behind a fence or in front of the hotel! Clearly you can't enjoy your holiday as you are being exiled and the hotel refuses to create a proper area for smokers!! With regards to the rooms don't even get me started ...it is a disaster, food is ok but not great and drinks are medium! There are 4 of us just arrived and 2 more to follow and we will be here for 14 days... I could not see any activity or fun around here either... If you do want a 4 star hotel please do not come here...it is not even 2!!! Think again before booking to avoid disappointment!