TripAdvisor Traveler Rating

This hotel is awesome. It has great service, delicious food and good amenities. My kids loved the kid's club and water park!! Definitely coming back.

We’ve been traveling to Mexico annually for two decades. This was a first as a family of 4. Beyond disappointed with our experience so far. I’ll start with the good: the service personnel are genuine and great. The evening shows are pretty cool too for the kiddos. The property itself is also gorgeous. The photo ops are stunning. Thank you Michele - our family photographer was incredible with the kids. Sergio was also wonderful, let the kids feed the koi and turtles. And thank you Daniel for taking the time to hear us out and doing what he can to make the stay more enjoyable. Now with the bad: we’ve been given the run around on events. Hyping kids up to leave them disappointed with last minute changes to restaurants and kids activities without notice. It may be offseason but services are tailored to local clientele. No hype music allowed, kids bored by music putting them to sleep. Daniel at the pool (DJ) tried his best to play a song or two at our persistent request. (Asked for a clean version of Pepas) just to create a fun mood at the kids/activity pool. Haven’t been served poolside once in 3 days. Drinks are mediocre. High end bottles are for show but very minimal selection. Everything is an up charge. We paid roughly $300-$500 (two families, 5 kids aged 4-8) per night, while locals are here for $100 a night. I have no issue with locals, all are very friendly and have enjoyed spending time with many families. But if you don’t pay an additional $150-$200 a night for family concierge (not worth the hype) you are treated as bottom of the barrel. $13 for a coconut I can get in Chicago for $3. Then comes the wild animals… these coati (Mexican racoon looking animals) are all over the hotel and pool are scavenging our belongings. If I wanted to be pest control on vacation I could have stayed in Chicago. Last, we sat through the Melia circle presentation. Something we’ve certainly done before from time to time whether it be a program or a timeshare, etc. they were very honest and upfront about what it was. We had no problem sitting through it. The sales lady was very nice, the closer on the other hand, pretty rude. He read the room wrong, he lost the sale before he even began by completely ignoring the women thinking only the husbands were the sole decision makers. I understand if this resort would prefer to be a more relaxation based hotel - but the hotel website is very misleading. It’s portrayed as a family friendly, high entertainment and high energy environment. We’ve been bored out of our minds poolside, just extremely disappointing. Also - the resorts daycare is sad and depressing. I could never even think to have my kids there. We had hoped to leave the kids there an hour or two to grab an adults dinner one of the seven nights - we are four parents with highly demanding professions, who could really enjoy a night off for a nice dinner but this isn’t the resort. Those looking for a more calm experience, sans kiddos - this is for you. Those looking for a family resort with some games, activities and entertainment for kiddos - stick to the excellence, moon places, AVA, dreams or sandals.

I am not sure why all of the reviews for this place are glowing based on my experience with this resort so far. I am planning my husband’s 40th birthday here in October and the communication is atrocious. No one has reached out to us about our family concierge package even though the other members of our 26 person party have heard from them. They were not able to offer any type of group package because they have a group overlapping at the same time. Fine, annoying but whatever - all 14 couples booked individually (so clearly there is room at the resort). When I call, they say they cannot help and direct me to an international line I’ll be charged for. So far it has been an experience of being jockeyed between people who do not offer much help at all.

Our experience has been terrible. Spa jacuzzi was dirty, leaves, brown and no jets on. There are bugs in the bed every night. No service by the pool. Not once did they all us for an order or drink. They don't play any party music (not allowed by management). No one informs you of any events or activities on a daily basis. Actually they tell you the wrong information. They told us circus on the first night. We got there and it was folklore. It's not 'all inclusive' you have items you have to pay for that should be included including steak and deserts especially in Flora restaurant. They are rude and want to sell you timeshares. You shot through an hour of a long speech and they treat you badly when you don't buy from them. People are very friendly though like Daniel who took the time to ask us about our experience and cared about our experiences. Turned down staff are also very sweet and hard working. Overall Def not with the money and would not recommend.

Daniel was so much fun at the pool! The food was amazing and the drinks were flavorful! Highly recommended going here! Esp with a big group of friends or family!