TripAdvisor Traveler Rating

I would totally stay here again and can say that of the hotels I stayed at on this trip, was the better of the 3 (also stayed in Tulum and Puerto Morelos). The entrance, rooms, and rooftop pool are lovely. The food was fine but not great. A few areas for improvement or cons for me: - I had a particularly bad time at my hotel in Tulum so when I got there really wanted a refresh. That’s didn’t happen at check in. 1) I’m Hilton Diamond but because I booked to AmEx I was told I wouldn’t get any benefits, no breakfast, no upgrade. Of course, I’d have loved that but understood. Those are the rules and that’s how it goes. Or so I thought… my first two days I ate breakfast out of the hotel because I didn’t want to pay for a more expensive “resort” breakfast so I ate out of the hotel. The third day, I planned to stay at the hotel all day and just rest so I ate breakfast there. The check came and, lo and behold, a $0 charge for the meal because of Gold/Diamond status. I tried it again my last day and the same. How nice (!) except I could have eaten for free the first two days probably. Should I have even gotten those two for free ? I don’t know but there was clearly a miscommunication and disconnect between the actually policy and what I got. - also at check in the charge a “resort fee” but no perks. Almost everywhere else I stay that has a resort or destination fees give you something — a food credit, a bike to ride, and discount to something, a f&b credit; nothing here. So just ignore the work “resort” and focus on the mandatory fee with nothing extra to show for it part. - THEN, I get my room key, and I’m immediately hit up by someone trying to get my to buy into their club points system (“not a timeshare!”). I go through several round of “no thanks” and I’m already committed to another club that takes up my extra income so I can’t do another one etc, and then the sales manager comes over and keeps trying to get me to come to the meeting (30 min away at their sister property in Puerto Morelos —which I also stayed at and reeks of sargassum in low season because of it’s location on the playa) so ai said no again, explained again, and finally said, “No, I’m not interested. Please just let me go to my room.” They could see I was upset, and immediately backed off, but it was a little much for me at that time (and maybe for anyone immediately after check-in?). Otherwise a lot of the staff didn’t seem that happy to be there — not terrible, but no great. My staff shout outs go to Alejandro at the roof bar who was nice and remembered what I liked, Alejandra who was nice, and Eder who had a good personality and actually hospitality and service and enjoyable interaction. I would consider staying again and would have probably better time knowing what to expect.

We had a wonderful stay at the fives beachfront resort. The room was amazing and the staff was top notch and very accommodating. All of the restaurants at the resort offered great food and drinks. The all inclusive package is well worth purchasing. We loved all the staff and hope to return soon.

I had the absolute worst experience here. So bad that I left early and booked a way better hotel somewhere else. When I arrived, Yissell the front desk attendant ignored us for about 30 minutes until we asked could we check in with them and they said sure. Then she gave us the wrong key to an upgraded room. Once we asked could we just keep the room since you made a mistake she said sure but we would have to pay. She said it was $40 a night. I asked did she confirm that price and she said yes it’s confirmed it will be $160. I said ok and waited for 30 minutes to pay and then she came over and said never mind it’s $40 per person now. I said no can you honor the price and she flat out said no. So that’s mistake two. I asked for a manager but conveniently the manager wasn’t there. So I decided to move on and wait to speak to the manager in the morning. I head to the rooftop pool. I ordered some food and drinks. The tab came to $82 and the bartender chargers me $826 instead. He said sorry it was a mistake(mistake number 3) and he canceled it. But to no one’s surprise the cancellation didn’t go through and it posted to my bank. We decided to leave early because no manager even tried to salvage the situation. We ran into a manager on our way out and she said o I heard about that sorry. Smh if you heard about it why haven’t anyone reached to us? Stay away from this place. Especially if you’re of color.

If I could leave zero stars I would. DO NOT STAY HERE! We have arrived to this hotel and been here for 2 hours and when we got here we got no service from the front desk. I stood in line for 30 mins before having to ask hey can you help me and Yissell finally said yes. She was terrible. She told us one room after another 30 mins long check in, with one working elevator we find out we got the wrong room key for the room next door. The room was spacious but had one bed we booked the double bed room. So after going back downstairs yissell admitted she messed up and gave us the right keys. Then we asked if we can just keep the original room as the double bed room was too small. She said we had to pay an upcharge. Yissell gave us the price of $40 per night and confirmed that the total would be $160. She stepped away for about 20 minutes and then came back and said oh the price is $40 per person per night and Yissell said she made a second mistake. So of course we are like ok you made two mistakes and as the customer who made zero mistakes can you just honor the original price and she said no. Coincidentally there is no manager here that can help. Ultimately she did nothing to fix the situation. This hotel likes to gauge their customers. I will never stay here again. Update: went up to the pool to try and salvage the day and ordered 3 drinks and two apps and the server charged my sisters card for $824 you guessed it by mistake!!! I feel like I’m being robbed in real time.

this experience was horrible, would not recommend. the hotel staff messed up with me and my family’s room, they wouldn’t do anything to help with there mistakes. no managers on duty. they don’t honor there prices. even tho we offered to pay the original price that yissell gave us and a few minutes later they changed the price. she was very disrespectful i would not come back.