TripAdvisor Traveler Rating

Been here multiple times and keep coming back. The good: buffet with many options, massive resort (well 6 resorts ), loads of activities. Liz and Alexjito from the activity staff are amazing, snorkeling from beach, free mini putt. Clean rooms. What could be changed: nightly entertainment starts at 9:30 which is a bit too late. The dinner buffet opens at 6:30 which is also a bit late. The rooms could use more soundproofing. The seaweed (sargassum) wasn’t too bad. Had some bites that we think are from the sargassum. Rashgaurd recommended. At the buffet, acater our appetizer, we went to get our main course, we came back and our table was cleared. We had premium level that included hydro therapy which was nice. We stayed in the yucatan building which is closer to the lobby and buffet compared to the other buildings location. Lively atmosphere.

An amazing relaxing time away! Staff was great and friendly! Breakfast was our favourite meal of the day and the à la cartes were great portion sizes you never left hungry!

We spent a wonderful time at your facility 14days of sunshine good food ,made lots of new friends. Staff was excellent in their approach to service an helping us with our needs GRACIAS ??

We stayed at Tropical and had requested adjoining rooms for our family of five, but unfortunately, this request could not be accommodated. The rooms themselves were very disappointing. They had a strong musty smell, and everything felt damp throughout our stay. Housekeeping was inconsistent—our minibar was rarely restocked, and we had to repeatedly ask for water and coffee. Towels and bath mats were also not replenished regularly. While other guests mentioned receiving snacks like peanuts and chips, we never received any. Maintenance and cleanliness were also lacking. The soap dispenser in the shower broke on the first day and remained unrepaired, sitting on the edge of the tub for the rest of the week. The floors were never mopped and accumulated a significant amount of sand over time. We also requested a late checkout, which was denied, yet our room remained unoccupied until we left at 7 p.m., which was frustrating. Customer service across the resort was underwhelming. Staff often made us feel like we were inconveniencing them when asking questions, and overall, they were not particularly welcoming. Most concerning was a tragic incident we witnessed on the beach, where a man drowned. The response appeared disorganized and lacking urgency. The lifeguard did not seem to perform CPR effectively, and a guest stepped in to assist before medical personnel arrived approximately 15 minutes later. Even after this event, lifeguard presence remained minimal, and when present, they were often distracted on their phones. This was deeply unsettling to witness. Overall, our experience was disappointing due to poor service, and serious concerns about safety. We would not return to this resort.

We visited in April with a party of 24 with mostly adults and 2 toddlers. Front desk: early afternoon check-in -no welcome drinks or drinks at all -2nd in line, still took an hour -room not ready, was advised our luggage would be brought to the room when it was ready. It was not. We dragged our luggage ourselves at 6pm. -luggage was severely damaged at airport. I needed duct tape to secure it. Lobby staff would not help at all. Thankfully a nice bellhop assisted. Food: -beach restaurant, very long line everyday (too long), 5/10 food. Same bland food everyday. Minimal fruit and veggies. Food was often empty and not replaced. -buffet was good for all meals. Breakfast was the best with smoothies, juice and omelettes. -long, slow lines at buffets for make your own pasta. -lots of variety for picky eaters: fries, pizza, potatoes, fries, pasta. -colonial buffet was way better than tropical but a walk to get to. -tons of delicious slushy drinks made perfectly! -they arranged a private area at the buffet one night outside for a birthday party one evening which was GORGEOUS. The allowed us to bring in a cake and put candles on it. Staff sang happy birthday with us! A la cartes: -limit of 4 per room -must book with guest services in person -do NOT get to choose which ones or what time -VERY full with minimal availability -we got ZERO. They only had one time slot available the week we were there for 9:30 PM which does not work with a child -huge disappointment. Beach: -chairs available -clean -water was clean, clear and blue -fish and turtles in the water -sun and shade -no service for drinks -no beach bar Pools: -great, clean -chairs available even at 8:30 am -good entertainment -different pools for different vibes -shade and sun available Rooms: ground floor -smelled damp and musty -nothing dries inside. MUST hang all wet items outside -everything in our luggage smelled of mildew once home -hung a wet shirt in the bathroom, it had mold on it after 3 days. -shampoo and conditioner provided: most horrific smelling things. Bring your own. -new water bottles everyday -gorgeous view from the patio Resort in general: -beautiful -gardens, grass, grounds and plants well maintained and all over -lots of wildlife (monkeys too) Shows: -no audience interaction -same dancing and music every night but different themed -not the best compared to most resorts - DISNEY show is a MUST SEE I would not return to the tropical (maybe to the colonial or palace though). I've had better food in Mexico before and the fact that we could not get an a la carte was disappointing.