TripAdvisor Traveler Rating

We loved this hotel overall. The location and the abundance of wildlife is what really sets this place apart from other hotels. All the staff were super friendly and welcoming and couldn’t do enough for you! The buffet restaurant was under renovations when we first arrived but we didn’t mind going to the beach instead. Our shower was also broken when we arrived and someone was sent straight away to fix it. The compound is huge and there is plenty of exploring to do and photos to take. The only things that let the hotel down is that parts are quite run down and need some refurbishments. The main pool had lots of loose/missing tiles, the sports bar had many holes in the floor and the pool table was very unstable, our room had a very water damaged cabinet when the fridge was kept and the big lamp didn’t work properly. But despite this issues we still enjoyed our time here!

The hotel is set in a lovely location in the jungle with animals freely roaming. Positives I was lucky to be in a quiet building next to the adult pool. Animals could regular be seen especially monkeys wandering around the hotel. The xcaret park was literally right next door and you could purchase an unlimited ticket which I was unaware of until I got there. It would have been nice to visit the other xcaret parks and perhaps the hotels should have a shuttle between them (or they do and I wasn’t aware of it). I felt secure as every time I returned from a trip to the Mayan areas the security only let the bus pass with confirmation of a hotel guest on the tour. The lifeguard on the adult beach pool and around the sea was very attentive ensuring that they were kept adult only. It would be nice to be informed you could snorkel in the actual ocean, I discovered by accident when I saw a group go into the ocean and followed suit…which was an amazing experience as well as nerve wrecking. The mini bar in the room was nice but perhaps needs an option to cater for guests who don’t drink as half my mini bar went unused and I often purchased extra cans to drink in the evening. Disappointments. The disappointments were the food. The buffets were often cold and the offering rarely included international dishes without having to return several times to get something simple to eat. The nighttime food offering was themed which meant if you had no taste for seafood for example after 6pm there was no food offering without booking the a la carte restaurant. Constantly trying to sell timeshare or membership was also a bug bear making me actively avoid engaging with the staff so not to be pestered about it. Housekeeping was ok they kept the room tidy but on a couple of days my room wasn’t even cleaned. The pools were well kept and looked after but could do with a little tender care as one light in the adult pool was repaired with cable ties. Check in and reception was quick and smooth given I was the only person arriving at the time I did but to get to my building was a trek after a ten hour flight with only a map and a rough idea where your building is. Overall I had a wonderful holiday filled with many memories I will treasure forever. Other than tiny little things the hotel was beautiful in a nice relaxing location.

The resort was all we hoped it would be . Lush landscapes , gorgeous wildlife, friendly , warm staff. What lets it down is the food . Myself and my husband had really upset tummies for 14 days , due to the food being Luke warm to cold and undercooked. We complained to our tour rep TUI and have been offered compensation due to being the first people to report this . But we were not the only people . In fact another 6 people that we know of complained and have been offered compensation too due to tummy illness . We stayed there from 5-19 September. There must be more complaints made as we were told by our rep that they are not renewing the contract with the resort next year

The grounds, staff and accommodations are absolutely excellent. Food and entertainment was better than expected and I was very impressed at the cleanliness of everything, considering how open to the elements nearly every part of the resort is.

There was no hot water in the bathroom , we complained about that and they just said thank you for the information instead of giving any kind of compensation for having to shower with cold water. Also the shampoo containers in the room were broken. Some bathrooms near the pool were broken. Overall the hotel needs maintaining. The service is not nice , they are not helpful in general .Room service never arrived. Food quality is low. I would never stay in this hotel again.