TripAdvisor Traveler Rating

Loraine Moreno is a wonderful guest service attendant. She is so kind, warm and helpful. Seeing her everyday made our day! She greeted us and helped us with everything and made sure we were comfortable. I would give her 10 stars but Google doesn't allow that!

We came with our toddler for our 10th anniversary. Experiences were mixed. The good: The staff were generally friendly and helpful. Great food at the buffet and at the restaurant, Gourmex. The on-site doctor was amazing, treated the baby with a lot of care when he was unwell. The bad: 1. We were traveling with a baby in a pram, and both lifts in our building (Building 8) were broken. There was no ETA for repairs, making it extremely difficult to carry the pram up and down the stairs. We were offered a couple of alternative rooms, but they were not equivalent to the room we originally booked. 2. There was no kettle in the room. We were told to call room service for hot water, which is very inconvenient when you need to prepare baby feeds 2–3 times during the night. Waiting 30–40 minutes for hot water in the middle of the night is simply not practical for parents with an infant. 3. Communication was very poor. The front desk was unreachable with the extension. Even when room service tried to transfer us to reception, the phone would ring indefinitely and eventually disconnect. We had to walk to the front desk ever every time we had to speak to them. Raised this issues with them several times. 4. Our room access cards also stopped working during our stay. Once again, we were unable to get through to the front desk by phone and had to physically go to reception to get the issue resolved, which was especially inconvenient with a baby and a pram. 5. Housekeeping was inconsistent. On one occasion, the quilt from one of the beds was missing after room cleaning. We contacted room service and were given a blanket instead. While it did the job, it was not the same level of comfort we expected. 6. The AC in the room was at 24 degree celsius, which was hot for us. No batteries in the remote for the AC, and when they supplied the batteries, the remote would not work. Now our baby had high fever, and it was important to keep the room cool, which was not possible. 7. We had Guest Services from time to time, call us to know if we are happy with the room. We would recount the above points, they said they will look into it. Nothing ever happened. Overall: We were not very happy with the level of service, especially considering we paid a premium price for this holiday. The resort has great potential, but the management really needs to address these operational and service issues, particularly for families with young children.

Loved the food at the Indian restaurant Asana made by Chef Kasher Singh Negi. Excellent flavors and personalized service. Highly recommend

This is by far my worst experience in Mexico. We travel from LA 2-3 times every year and have never had a bad experience with the accommodations (checkin, rooms, food). The lobby was full upon arrival with minimal staff so we waited 45minutes before being greeted by an unpleasant rep. We asked why the long wait and her response was “as you can see we are busy.” Her tone, facial expressions and responses were not appreciated after a long day of travel and wait to get to the counter. There is also noticeable deferred maintenance as the vents on the right of the lobby appear to have dust/mold/debris all around them (and boy was this an indication of what our room would look like). The room we were assigned was visibly dated(not bright like the photos online). Upon closer inspection, the air vents also had mold, the bathroom walls/ceiling had mold, shower sealer was molded inside and out and the mirror showed heavy results of desilvering (mirror rot). We called and were told to keep the room until the next morning and when we refused they suggested we come to the main desk which is really far so we had to wait for the trolley. We were assigned another room that had less mold/desilvering but still this wasnt a great start to my trip. The all inclusive is subpar. We have stayed at a number of all inclusive resorts and were able to make reservations for every day but thats not the case here. You cant make reservations until you have a room number and of course no reservations are available at that point so you are forced to eat most meals at a buffet. You also cant order food at the pool nor beach so it limits you to a buffet during that time as well which isnt enjoyable. I can go on but this is enough. Just avoid staying here as there are far better options available.

Went to the buffet for my dinners and sat in rigos section and he was the best always remembered our drink orders and would talk with us.