TripAdvisor Traveler Rating

I can’t say enough about their fabulous staff- so kind, helpful, pleasant and joyful, from concierge, to guest service, waiters, and especially the bartenders. No matter where in the huge complex you walk, it always made my day when greeted often by name or “Hola , buenos dias, “, and always with a big smile. At their specialty restaurants the food was always novel and adventurous and delicious! They had a Mexican one of course, French, Italian, Japanese, Brazilian and even the American one was very good. Not so much for Air Transat whose tour did the sponsoring- the SO called assistance didn’t exist, even for travellers paid the extra 75$ they charged! Nobody assisted on the way there so THREE times I contracted their rep at the resort and every time they claimed they recorded my complaint and I would go back next day and somehow it wasn’t- at their specialty restaurants Cancun airport the Mexican workers ( not part of Air Transat, were wonderfully hard working and helped us. At Pearson, workers were so bad they were yelling at us- their CUSTOMERS and their boss was swearing at every one! Along with at least 50 people who I had talked with “we will NEVER take Air Transat again”!

We stayed a week in March and upgraded to Privledge when we arrived as well as El Beso. The price to upgrade was well worth it for us. We love sitting down with a menu when we are on vacation rather than eating buffet style. Our room needed the Privledge amenities added to it as it wasn’t a designated Privledge room so there were a few things missing but we eventually got better pillows, some wine etc. The mattress was awful and needs to be replaced. It was filthy as well. We would definitely come back to this resort when there isn’t so much seaweed because we spend our days at the beach. Drinks and dining at Privledge lounge were outstanding. Our butler Sebastian is was a Sweetheart and looked after us very well. We love the smaller size of this resort, love the wildlife and the staff are all amazing. Some changes coming here so may have to try the sister resort that is adults only.

We been to this resort 26th of march 2026..we got a tour from the hotel (TRAFFIC TOUR). We suppose to visit chichenitza and the senotes he said you are going to visit chichenitza and senotes and will have lunch with out exceplaning that we are going to be walking in cultural area for four hours ..if he said that we wouldn't go it was too much..we left the hotel 7:10 morning time by mini bus he took us to gas station and left us there waiting for another bus..we kept usking every bus which is ours at last we reached our bus. I am senior 74 years old with my niece and she is cancer survivor and was the first trip for her after her operation ..he let every body to the car and left us to the end. When she ask him and his name is jolue if he let her sit he answerd in a rude way (NO) It was very bad experience. The resort was comfortable the room was clean service was good. The food was good. The beach was full of weeds we couldn't swim or even relax there because it was smelling. They should clean it.

First class hotel with every possible facility, we stayed in a junior suite which was large with minibar fridge, tv, large wardrobes and two double beds and sofa bed, nice bathroom and good sized balcony. The buffet restaurant was quite large with an enormous range of foods, service was excellent by very attentive staff. They were also ala carte restaurant which were all part of the all inclusive. My wife has a food allergy and the catering staff provided special main courses for her, unfortunately it sometimes took rather a long time for her meal to arrive. There are three pools all of a good size and not too deep. Whilst there were plenty of sun lounger around the pools it was still necessary to get up early to reserve a place, particularly at busy weekends. The beach is very fine white sand although not very wide and at present lined along the sea line with a mound of seaweed about 3 feet wide and a foot high which really prevent swimming in the sea and also smells unpleasant. So not really a beach holiday .

2nd time was ever better than the first! Lots to do or just relax, all up to you! Our favourite restaurant was Los Girasoles, the mole and pork dishes were scrumptious! Our favourite pool was the El Beso, it’s more laidback for us :) Our butler, Carlos, was attentive, quick and helpful with all our requests! #Livingthedream