We stayed here at the start of June. The hotel is beautiful and the rooms are massive and cleaned daily. I'm really struggling to understand some of the bad reviews because this was not the hotel we experienced.
All the staff were very friendly and helpful and couldn't do enough to help.
Massive shout out to our concierges Erik and Eduard in block 22, went above and beyond to ensure we had a great stay. Karen and Lois in the ULC beach club who were both fantastic, never failed to go thirty or not find a sunbed with them two on hand. To Macerena and Gabriell from the wedding team who made sure everything went perfect and to Eudardo from adventure photos who capture our special day beautifully.
The food was good, especially the beach bar, Italian restaurant and Mexican restaurant. The sky bar is fantastic and a great place to enjoy drinks at night before moving on to the on site nightclub.
We loved the beach, some days there was seaweed other days it was completely clear. What I do know is the staff work tirelessly all day clearing as much as they can. We visited the Xplor park off site which is a must for thrill seekers.
The shop on site has everything you need, some things can be expensive but to be expected in a hotel shop. For those who bothered to explore, there's an oxxo shop in the resort about 2 mins walk away from the main reception which is very reasonably priced.
This place really is paradise, don't let the bad reviews put you off or worry about your holiday.
Not sure if it's worth the money
(Isle of Man, United Kingdom)
Jul 04, 2022
We took our god children and there parents for there first experience of mexico and all inclusive we where all excited about it we got there late after a long flight,we a got to our rooms which smelt a bit musty we noticed a damp patch in one of the rooms corners.we had to book to eat at the restaurant's we ate at a few but was not that impressed the buffet was the best option, its ment to be a 4 star hotel I would not put it up there more a 2 or 3 star second day we reported a loose tap and shower door that wouldn't close properly ,the tap never got fixed 1 screw to tighten not that hard the they chipped the shower floor but door still didn't close on our 3rd day we was going to eat at the beach bar when a man approached us asking if we wanted drugs my wife pointed him out to a member of staff who spoke to him and he denied everything as we sat eating he sold drugs to another man there was 3 of them same place every day and the staff where giving them drinks and food in all it wasn't the best hotel we've been to but our god children and there parents had a great time which was good don't think we will visit again
DIVING CENTER less than adequate, Very disappointed ??
Jul 03, 2022
This hotel was lovely.
the diving center demo to sell you an adventure dive is terrible. And the sale is done under false pretenses.
The demo is done in 4' of water with only half of the procedure instructions . ( didn't know this as we have never done diving )
Kids think they are super stars ?? soooooo.....
You then agree to pay the crazy amount of money, as children are comfortable to this point ....having never done any diving before and you want them to have the adventure of a lifetime on vacation.
We were told we would be starting via boat from our resort . NOT the case....
the morning of the dive there is a 20 min instruction video then we are told the instructor ( dive master ) will meet us at a different resort . Annoying but ok sure " let's pack up and go .
We were told it was a private lesson and dive ....also NOT the case.
At the next pool at another resort... the dive master gets every one set up and into a 10' deep pool .
As he starts going over proper procedures my children are having a difficult time understanding and following instructions.
Ultimately the children were unable to equalize the pressure in their ears and mask. After many attempts and panicking underwater they both gave up.
So we have now paid 600.00 for a 20 min video and 20 min of in pool instructions.
NONE!! OF THIS MONEY was refunded .
Even thought at the time of booking we were not told that there would be no refunds.
I am extremely disappointed and should have taken the time to research into other dive centers in the area that offer instruction demos in a more suitable and realistic environment. And a refund ( even half ) on dives not take .
Don't waste your money people.
Incompetent customer service
Jul 02, 2022
I checked online that there is a room available at the hotel. We went to the lobby to book a room but the lobby told us there was no room available and she called the security to kick us out. Really?! You kicked a customer who tried to book a room out? The lobby could just tell me to book the room online. Don’t need to insult me by calling the security to kick us out.
(St Helens, United Kingdom)
Jul 01, 2022
Our favorite holiday so far. This is a wonderful hotel lots of speciality restaurants, fantastic comfortable rooms and amazing staff. Loved the pools and the lazy River, the beach was also clean and powder white sands. We will return and defiantly recommend.. tha k you Serenis