TripAdvisor Traveler Rating

I visited this Hotel from September 15 to 22 everything was ok but daytime Activities were amazing specially The Kids Club. This hotel they focus alot in kids and made my stay very special. My daughter who never performed on stage before was trained and participated on Frozen and gymnastic show was the most happy moment in our family. All that is thanks to our lovely Kids Club Team Karina,Anel, Emma, Miriam,Adriana,Maria and Angel. My baby girl misses them alot can't wait to visit again.

tui airport staff at cancun not very helpful as we had a private transfer,taxi too hotel was fast about 1 hour driver very helpful.Arrived at hotel check in was fast even though we were a party of 5,porters took us too our rooms and very helpful and informative.Hotel food was plentiful and a good variety of food,some nights food was a bit reparative.Waiters were amazing showed to a table quickly and served with tea coffee and juice. Pools were spotless bar staff fantastic cant name just 1 person all fantastic,made up some fantastic drinks,poolside bar was closed a few times as bar staff kept serving drinks to idiots who drank too much,and threw up.Beach was always clean,rooms cleaned every morning,mini bar replenished every day.We travelled with 2 deaf people and we were surprised how many staff could do sign language which was fantastic a big thumbs up to the hotel management.would i travel to this hotel again YES i would.

Just returned from this resort , we are a couple in our 50s. Havent stayed AI for a long time but this is what we thought Flew from Newcastle with tui , cant fault them really. Its about 1.30 in the coach to the hotel we had about 5 stops and were the last ones , pretty much everyone got off at the Coba. They changed our room on arrival to what I had requested ..top floor quiet room. We were in 33 block. 4 mins from central pool and quiet pool lobby etc it was a good spot. Room was a little used, marks etc , but I do think it was refurbished , however it was good, large tv hbo channels large bed mini bar aircon etc. Well cleaned every day. Buffet food was good on day one very samey by days later also hit and miss to temperature, amount etc , as ai buffets go its one of the best they do refill all the time. Dining room is very hot though., try and sit under a fan or bring a desk fan We loved the wildlife roaming around there are lots of coatimundis and agouti in and around the food places, raccoons big lizards , iguanas etc everywhere sunning themselves, and turtles and fish and stingrays , take your own snorkel. We had 6 ala cartes which I booked prior to arriving , The Brazilian tortuga 2 out of 10 ..we left early so did others people do rave about this place but it was awful when we were there. Indian it was nice, good service The Mediterranean, very good 45 mins late due to rain and buggies..but service and food was great . The Italian again nice good service , food , was good Don Pablo, excellent food service great .our favourite Our last night was the tequila Mexican , disappointing it was pretty much the same as the buffet but the drinks there are authentic, their tequila sunrises excellent. Men can wear smart shorts in all of them. We prefer the beach which was always quiet , surrounded by turtle nests that hatch during the night. You can snorkel ftom there to the reef. Often went to the quiet pool , bar and pool good, always got a sunbed . The main pool always seemed busy and popular (loud) , closed once due to vomit I believe , probably the swim up bar. Always seemed to be sunbeds there also ..shade might be an issue when busy Kids pool always looked quiet as well , the truck was fast food, order from a screen, again alright quick and tasty. You pour your own beer. Probably the worst part for us was the entertainment we did miss a lot of the shows , as dinner reservations clashed..you don't know when youbook.but the evening disco was mainly always the same (.hey macarena)..they did have a few bands playing which we enjoyed. The sports bar and pool are the only places to go in the evening and can get busy, unless you go to the coba . Service was excellent, the resort itself is very friendly and laid back. You need to use the app alot for pretty much everything, although the front desk always helps. We took3 tours , swimming with turtles, with friendly turtle paradise..very good Chichen itza , (in Spanish and overbooked) and jungle buggies , both of these tours were OK, I would recommend going to chichen itza .but not with the company we booked there were too many issues . (Martin homey tours) Do The bike tour and the yoga with the entertainment team they are a very friendly group who do try to include everyone , kids clubs seem very active here. Overall opinion a very good resort . Coba seemed ok as well their restaurants were good . And it seemed bigger. I would go back to the tulum and I would recommend. Top tip go in quiet season if possible I dont think we would have enjoyed as much if it had been full. Bring teabags and any snacks , its very expensive for pretty much everything there . Join the Facebook page people leave things outside their room when they leave ..if you forget or run out . Mosquito spray nothing really works completely so you use a lot. Beach vendors are cheaper than hacienda .where nothing is priced. Tips , we did when we felt we should .never felt over pressured , it didn't seem to effect service,we tipped after good service not before, but it was very much appreciated.

We got a premium superior room and stayed in villa 33, perfect location only a 2 minute walk to the main lobby / main pool & buffet etc. Lovely room and cleaned every day, mini fridge was stocked up each time something was used it was replaced. You’re also able to use the app to request extra things. Food - there was themed nights each night for the buffet, we enjoyed it and found there was always something for everyone! Just a good all inclusive buffet! A la cartes - we had 7, we found the best ones was the Grand Tortuga & the Italian. We also went to the Mexican which we weren’t a big fan of as this was more of a buffet, and we went to the Indian which again was okay but we didn’t think there was a lot of choice. We also went to the food truck in the day which was lovely. Entertainment - the entertainment at the main pool in the day was good and very upbeat. At night it was okay, some of the shows were good such as the fire show and the urban show. Pools - there’s a main pool which is a party pool and did get closed 5 times over the two weeks due to people throwing up in it which is expected with the swim up bar ?? there was another pool right next to this so it was fine! There’s also a quiet pool, kids pool and another pool next to that! Dolphins - they do have a dolphin pool nearer to the kids pool area, (no negative comments please). They have 5 dolphins and they are all rescued and well looked after. They do a free dolphin show at 10:30AM every day and you can swim / interact with them etc for extra. Scuba aquatic - there is a beach club just past the dolphin pool and the scuba aquatic club where you can rent out the paddle boards and kayaks for an hour every day for free. We only did this once but we really enjoyed it! You can also pay to hire out the jet ski’s. Excursions - We did XPLOR which I’d definitely recommend, we did the evening one and booked through tui and this was really good. We also did the Catamaran tour to Isla Mujeres; we booked this in the lobby with the company Coming2 and we couldn’t fault this. We also went to the akumal monkey sanctuary, we booked direct through their website and got transport with them. We forgot to take bug spray so ended up with lots of bites but would definitely recommend it. The only negative I would say is there isn’t air con in a lot of the places, it is cooler in the a la cartes but all the other areas are very open so air con wouldn’t work here. We gradually got used to it and it was fine! We did also take hand held fans which helped at the start! We also took thermal cups to keep the drinks cool throughout the day as the plastic cups are really small and drinks melted straight away. A special mention to Edwin the waiter in the main buffet, he was amazing and went out of his way every day when he seen us to make our experience better so look out for him!

BEWARE-READ THE REVIEWS AND BELIEVE THEM-My stay was August 2023. During my stay there were numerous issues, which are listed below. 1-I called the resort the day before arrival to find out how to make reservations at ala carte restaurants. The staff answered phone twice and when I asked for English they put me on hold then hung up. Immediately during check in Yuritza offered me an upgraded room for $200 with a partial beach view. I asked her twice if it would be $200 only. She confirmed each time it would be $200. Then the room wasn't ready. I had been traveling since 5am. She then began offering different rooms, none of which had an ocean view. Then suddenly the room was ready. I could tell she was irritated with me because I wouldn't settle for less then the partial ocean view. She handed me a ticket and stated "give this to the bell boy and he will will take you to your room" and dismissed me. She explained nothing about the resort. She didn't offer to view the features of the resort later. Upon entering the room I found the living/sitting room with the pull out sofa made and open. The sofa cushions were not on the sofa. The wall opposite the sofa was empty. You could see the holes in the wall that were not completely filled in where the TV used to be. This is the UPGRADED room. I then check my bank account and see I was charged $235, not $200. I spoke to Jordana concerning these issues, she then had Cinthya deal with me. Cinthya informed me I would be receiving a refund for the upgrade, which I have received. They also gave me ala carte restaurants for 4 days. I was never even told that only 2 ala carte restaurants were available to me. 2-On Tuesday 08/08/23, I sat down with Aldo from Soltour to schedule excursions. I scheduled the royal dolphin experience and a 3 cenote tour with snorkeling. Aldo explained in depth what was included in both excursions. The royal dolphin encounter would include 60 minute, meeting a sea lion and manatee, catamaran trip with snorkeling, and including lunch. Pick up for this trip would be 0730 with 1500 return to the resort on 09/08/23. The cenotes tour would include visiting 3 cenotes, snorkeling and a small lunch. Pick up at 0840 and return to resort at 1330 on 10/08/23. My children and I were in the front of the lobby for pick up at 0730 and transportation was late. The excursion itself was a wonderful experience, except for outrageous charging for pictures. On 10/08/23 my children and I arrived at the lobby at 0843. I asked the bell boy if any transport had arrived and asked for "Wilson". He stated, "No, just wait, they will be here". My son then saw our name on a slip of paper stating we were a "No show". The slip further stated the transport waited until 0850. It wasn't even 0850 and they were gone. Aldo from Soltour walked as we were discussing this. He looked at the paper and stated, "This is a lie". He proceeded to call someone and eventually asked us to sit in the lobby while he worked on it. After an hour, he came to us saying there was no available van to come back and get us today. He stated the tour would be rescheduled for tomorrow. I was very upset. Our plans for the day were ruined and Friday 11/08/23 was supposed to be a relaxing day before we travel back to our home. Aldo apologized once and tried to dismiss me. When I wouldn't let it go, he asked what could they do to fix it. I stated my daughter wanted to go jet skiing before we leave. He stated, "I will see if we can do that". Aldo gave me his cell phone number and stated he would text me when he found out. I have proof in my phone with his number that I texted multiple times that day. I also found him in the lobby during the mid morning and he of course said he was working on it and asked me to write a statement so he could get it approved by his boss. I heard from Aldo at 1439 that they would not be able to do the jet skis. We wasted an entire day of our vacation waiting by the pool. The transport company lied that they waited for until 0850 for us, ruined our plans and Soltour and Aldo did NOTHING about it. The next morning 11/08/23, we were in front of the resort lobby at 0830. Transportation was late picking us up. We went snorkeling in a lagoon and saw ONE cenote. We were due back at the resort at 1330. We arrived back at 1230. I paid for an excursion to see 3 cenotes, snorkeling, and lunch. So not only did Soltour ruin one of our vacation days but then didn't even give me the excursion I paid for! Upon arrival back at the resort I spoke with Jordana who was surprised to see me at 1230 when she was aware I was due back 1330. I told her what occured this time and she said she would see if she could get jet skis covered. I spoke with Aldo who of course was working on getting me a refund. Jordana did get jet skis covered for the children. The is someservice recovery but Soltour needs to return my money for the excursion I paid for and didn't get and a ruined day of vacation. Because of Soltour, I had to spend the day before I traveled home, with a pick up from the resort at 7:15am on 12/08/23, doing anything but relaxing. I deserve compensation for these mistakes. I am a divorced single mother and it took a lot of overtime to get there to have these issues. I am home now and of course no one is answering me now. 3) After many days of complaining and working with Cinthya, Wendoline, and Layla my air conditioning was finally fixed and the room comfortable until Thursday evening. It is utterly ridiculous for us to be uncomfortable 4 days out of 6. 4) I ordered from your advertisement in the lobby, 2 orders of chocolate covered strawberries for my children. Please see the attached picture of your advertisement, which states 6 pieces of strawberries. Then please see attached picture of what we received, which was 4 pieces. Again, what is going on here? I didn't have a pleasant vacation. I spent most of it hunting down Jordana, Wendoline, Aldo, and Layla to complain. I was literally robbed of a relaxing time. I didn't get a chance to relax at all. To say I am disappointed is an understatement. And now that I am home, no one from the resort will answer me back. I have sent multiple messages.