TripAdvisor Traveler Rating

This was a last minute booking and we got a good deal. To be honest it isn't 5* but it is a very good 4*. The resort is very clean and well maintained but getting a bit tired. The food was varied but no fries in the buffet was annoying. Due to the low number of guests the restaurants and bars took turns to open,so you have to plan your dinner. There is lots of wildlife in the grounds, beware of the coati they are cute but will take your food off the table. The beach was amazing with plenty of beds, a bar and snack bar. We ate there at lunch time every day, recommend water shoes for the rocks. Towels are left in the room for the beach, if they forget it's a pain to get them replaced. The air con was poor the first days, our room was 31 degrees. They upgraded us with no fuss. There are pools everywhere, we used the pool near the beach, quieter than the main pool but had everything you need. There are loads of quality sunbeds, no need to leave a towel in the morning. The swim up rooms have direct access to the public pools from your room, it's not a private pool. The activities are great, especially the water ones. Miguel booked us a free trial for scuba and organised a fabulous dive on the reef. Totally amazing, they absolutely looked after us from start to finish. If it's in your budget it's a must do. We also did paddle boarding for free. With premium drinks and proper entertainment in the evening we had a ball.

Pretty good hotel, nothing bounced out as being negative other than snack bar at the beach was pretty drab and staffing of the evening bar was minimal so you tended to be waiting for your drinks a while as we were less cocktails and more shorts and beer. The side door off reception to the other part of the resort is needed if you want a walk out and the gym over there is far better equipped but if you get a drink over there the staff may ask you more questions in relation to your wristband for some reason as it’s almost a different resort. We had a swim up room which is well worth it but watch out for the raccoons they’ll come into your room and pinch things. The staff are all superb, very attentive, the food is great (albeit you have to request items such as sauces in the steak house), we’ve stopped at a fair few Princess group properties throughout Europe and this doesn’t differ in respect of overall service..

Do not stay here the staff is horrible the air is broke they don’t have central ac , they have a horrible rodent problem they would not offer anything for the air being broke it was a horriable experience never going back to Mexico. The front desk people have no manners , they had animals all in our rooms following us

My girlfriend and I have just got back from a 7-night stay here, and honestly, it was amazing! One of the best holidays we have been on! We booked this a while ago and read some reviews after booking the resort. A majority of the reviews were negative, saying the staff were rude, the food wasn’t great, the AC wasn’t great, etc., so we were a bit hesitant about coming here. However, after staying here for 7 nights, I am very confused about whether these people stayed at the same resort as us! The staff were absolutely lovely and very helpful! We ate in all the restaurants except Skylight, and the food was great! The AC was good in our room, the night entertainment was sensational, the beach was amazing and extremely clean, and the rooms were lovely and made up every day! The resort itself is very clean, with the cleaners and maintenance staff working non-stop to keep up with it all. I could go on for a while, but to conclude, please don’t read into the negative reviews. We had an amazing time and would definitely go back again!

This hotel has the potential to be a brilliant hotel, but just fell short on so many aspects. Being a Tui customer,you are given a different colour band, which (we believe) lead to the problems we had in our hotel. Upon check in we saw other guests received a welcome drink and a cold towel - we were not offered this. Our room was pleasant, the bed large and very comfy. The toilet had ants in - but we were in the middle of a jungle. The air con was ok, a little loud. Mini bar was well stocked and restocked daily. Pool towels changed every other day which was really nice! The food was hit and miss, sometimes the buffet did a wide range of options but whether it was hot would depend what time you arrive (I’m guessing). Staff at the hot plates would see you waiting for food and walk off. The restaurants were lovely to go to, with a wide range of food. The house wine however was undrinkable! How you got served depended on what colour band you had, as we regularly saw people come in, get served, eat and leave before us! Often at breakfast we would have eaten our food before we were asked if we would like coffee - yet staff stood around in groups chatting. The amount of guests in the restaurants never warranted the lack of customer service from staff. Drinks - hit and miss again. There is no cocktail menu! Depending on who you got served by - depends whether you got the drink you asked for or not. We found the bar staff to be quite rude and ignorant. Some would see you waiting and go serve others or simply walk to the other end of the bar - this was the case in the party pool bar and the bar with the purple bottles. Numerous times we asked for a drink and the bar staff just nodded and then walk off - not to return with a drink. There were times we saw other guests order drinks, then when we asked for the same we were told it wasn’t for us ( different bands?!). Staff at the platinum pool bar were always friendly and attentive. There was sick around the pool that wasn’t cleaned up for 2 days following the foam party, there was also faeces on stairs up to our room - which is understandable being in the middle of a jungle, what’s not acceptable is it taking 3 days to clean up after reporting it to reception! The entertain staff are brilliant! Having done that job myself for 2 years I cannot speak more highly of them! Also the dancers in the show were phenomenal! Even on the days the air con was down in the hotel they still performed. The beach is stunning! They work so hard to clear the seaweed! Even though it was advertised it would be waiter service to your subbed- we never found this to be the case. Overall we had a nice holiday, but was it what was advertised - no! This is not a 5* resort at all. Staff need addressing, hugely, we found them to be unapproachable, rude and unwilling to meet the customer service levels that a 5* resort offers! If you are booking through Tui and are reading this to decide whether to book or not - don’t. There are plenty of other hotels in this area that would meet your expectations better.