TripAdvisor Traveler Rating

The hotel was extremely nice and we had a great time with Regina. She made the check in process smooth and quick and anything we needed she was there to help.

Its a nice resort with a few caveats.. i want to point out that I was supposed to receive $800 in resort credits for spa’s, golfing,etc.. it ended up being about 32 $25 coupons totalling $800 which were absolutely useless. Shame on the resort for not being clear on this “bonus”. You will be stalked by sales reps trying to sell you time shares whether it is in the lobby, by the pool, the beach.. you name it. I made it clear to them I wasn’t interested but that didn’t stop them from multiple approaches.. Otherwise, food is good and pool is up to standard. Unfortunately, i wouldn't recommend the resort to anyone though

Thanks to our amazing ambassadors Carlos and Shonny for making our stay (first time in Mexico) memorable, exciting, and hassle free. They've coordinated our entire stay from transportations, restaurants and trips. We only had to show up on time. We will definitely be back.

Special thanks to the star prestige club ambassadors Shonny and Carlos for making our stay fun, exciting, enjoyable, memorable, hassle free and most important they are reachable at anytime with any concerns that we had with getting us transportation, making reservations to the restaurants and reserving our tours. We also would like to thank the sales team Antonio and Alfredo who sold us the club membership, without them we wouldn't have met our outstanding ambassadors Shonny & Carlos.

I've had conflicting feelings over how to rate this hotel. The vast majority of it is excellent, and no hesitation that is deserves 5 stars, but there are a couple of reasons why I think 4 is appropriate: Evening Entertainment - The hotel is in a complex where you are very reliant on the hotel for evening activities. Unfortunately these were extremely disappointing with the exception of two evenings (out of 11) - the excellent Fire Show and the first Circus night. They need to focus on less activities and more 'big' shows in the main Theatre using external entertainers. The biggest disappointment was Halloween where there was no halloween event, and the 'disco' party was over 18's only, so my family (inc two teens) ended up in our hotel room watching a movie at 10pm. This is in sharp contrast to the day activities by the pool which are very good. 'The Club' - This is pushed by every Concierge you meet in the first few days, and it's clear that they are competing to sign you up to the sales pitch. It gets pretty frustrating to speak to someone for a genuine request / issue, but have to go through the sales pitch and explain why you're not interested. Guys, the balance is wrong here and looking at reviews, it's a big deal. With that out the way, the hotel is otherwise excellent. The pools are fantastic (occassionally need a bit more cleaning), beach is lovely, food is largely excellent - make sure you visit the French (the steak!!!) and Japanese in particular, maybe skip the Rock Cafe, which was the only disappointing one. Staff are generally nice and friendly, with variable speed of service at bars. Rooms are a bit on the old side, but OK for our purposes, but cleaning staff could do better topping up coffee and fridges on a daily basis. I'd recommend bringing mosquito repellant as they are an issue at this time of year and we all got bit a few times. It is a huge resort so getting around relies a bit on the golf carts but these are regular enough and I never had to wait longer than 15m. Trips and excursions wise, those offered in the hotel are OK but I got some good deals online and there are a lot of excursion vendors in Playa Del Carmen which is a 500mx cab ride (each way) from the hotel - just need to make sure they can pick up from the hotel. Can highly recommend Chichen Itza through Amigo tours for a day trip. Overall I feel slightly bad dropping to 4 stars, but dropping the ball so... so badly on evening entertainment, especially if travelling with 13-17yr olds, is a big deal for a hotel this big. To give you an idea how bad, on Halloween night the 'show' was packed at the start, but within 20 mins almost everyone had left. If this was significantly improved I'd return.