TripAdvisor Traveler Rating

Overpriced bar and restaurant staff always looking for tips , we always tip on leaving and base it on the service provided but staff expected tips all the time the beach looks nothing like the images it was not clean there was sargassum making the water brown and smells bad they never mentioned this when booking and aparently its been like this all year overall disapointed

We had the best room at this hotel - a 2 bedroom 2 bathroom suite - it was absolutely enormous - had a fantastic balcony with loungers and a hot tub - great size lounge and kitchen - the walk in bathroom / dressing room was amazing. It's not cheap but definitely worth it. There are 2 pools at the hotel - one at beach level which has nice vibes and cocktails - and a rooftop one that is serene and a heat trap - it is adults only. Restaurant is beachfront and the included breakfast was very lovely. There are beachside loungers and the sea walls do some work towards keeping the seaweed out during low season - however sometimes the smell can be very pungent! So why only 4 stars? Mainly due to a few of the staff. The beach staff are not good at all - it takes time for someone to come and take your drink order - also they aren't happy if you ask them for a towel - you need to hunt one down for yourself. In addition - they seemed to think it was OK to drop the umbrellas and allow all our stuff to get soaked through - including a book and a phone while we went to the pool for 10 minutes. When complaining to Marilise at front desk - she simply shrugged and said 'it happens' A couldn't give a sh*t attitude. When pushed she said she would have to check the cameras ( surely us telling her should be enough). She then ignored us whenever we saw her. On confronting her on our last day - she pretended not to recognise us! So unprofessional. I left a comment about this on their comments card - apparently no one else cares either! So when things are good they are good - but when they are bad - go see someone else.........

My husband and I had the honor of visiting the Fives for our anniversary for 4 nights. We have nothing but amazing things to say about this little resort. At check-in, Alejandra was the most welcoming and started our stay off perfectly. We weren't asked to sign up for anything or pressured which was nice. We had a welcome drink and cold towel. The food and atmosphere was amazing every day, we had the all inclusive package and the value was great. The highlight of our stay was getting to meet Arturo. He was mainly working at the rooftop bar during our stay and was such a pleasure to visit with. His service was attentive and the drinks were all great. We made sure to say bye before we left. We had an ocean view room and it was clean and well air conditioned especially during the very hot month of July. The fridge was stocked with beer and soda and waters daily. The beds were one of the most comfortable we've slept in while visiting Mexico as well. The bedding was like a cloud. Although the seaweed was the most we've seen when visiting Cancun, there were crews working endlessly to clear it up as much as they could every day. That didn't hinder our experience though. This resort was the closest to town that we've stayed and we were able to walk to a lot of little shops and restaurants. We didn't bring our child but we did see a lot of families. There might not be as much to do for kids but it was still a nice, calm atmosphere especially for younger kids. We don't know when we'll be able to travel back but we'll never forget this resort. Thank you!

We had a lovely big suite for a 5-night all-inclusive stay. The pool is beautiful and both restaurants were excellent. Menus were sufficiently big to provide good choices and quality was great. Breakfast service was awfully slow, though, which was surprising since it was early in the morning with no crowd. Staff throughout the hotel very helpful and friendly. Location is nice -- right on the beach at the end of a quiet street, just a mile walk into town. The town was charming. There's a fine bookstore, every store you might need, pop-up craft vendors, and a good Mexican Street Corn vendor in the town square.

Terrible guest service. I went downstairs to get a butter knife, was told they would send one up to my room - mind you, the front desk person had no idea who I am or what room I'm in so she brushed me off. After I confirmed my room number with her and waited for 3 hours, needless to say, no one showed. Second, each time we leave, they ask us what room we're in but do not check when we return. What is the point of this? I've stayed at hundreds of hotels across the world and never been asked about this when I LEAVE the hotel. This whole "security" makes zero sense if they are NOT tracking when we return. Finally, when we checked out, we were told we are required to fill survey to check out. This is the first time I've heard survery is required. Turns out, it's not required. They ended up helping people behind us while we waited in line with car waiting for us to leave.