TripAdvisor Traveler Rating

A group of friends and I recently spent a week at Unico. The accommodations were nice. Rooms were clean, pools were nice, restaurants were decent. Unfortunately, the water went out during our stay due to a water pipe issue. We were without water for a full 24 hours. The hotel was inadequately prepared for such an event. They failed to communicate with guests during the event and offered zero solution. They kept telling us that the event was not their fault and the best they could offer us was a bucket of water to use for showering. Our trip was ruined. We understand that things happen but the lack of preparation and guest accommodation during such an event are absolutely unacceptable. I will never stay here again.

I almost never write any negative reviews but this really caught me offguard. I have been a loyal enjoyer of the Hard rock Brand for decades so I was evidently excited to try this brand as well. I booked with them directly during the black friday sales. Evidently, I had assumed they would offer the best deal but there were many others found very easily through google that I later spotted, after my reservation. I followed the guidelines price match, and they promised they would respond within 2 business days. After a week of no responses, I was seriously worried and contacted their members which told me they would deal with it and that they couldn't contact the price match department. I had to redo the entire process a second time. Then after another week of still nothing, I redid the entire process again, only to be told the price match team did not return their emails. Then in the same conversation, the representative actually has the nerve to say, actually, they did contact them but they couldn't find how to navigate the site, 2 weeks later! She then proceeds to call someone who claims that the difference was too much, and that I would be rejected despite the fact I have offered multiple proofs at the time and tried to help them navigate, only to be completely ignored by the price match team. I have never felt so insulted, that they would denigrate their long time customers intelligence to this level. I will never be going back. Absolutely shameful and needs to be addressed immediately.

Our honeymoon trip to Unico 20 87 was perfect for our vacation! The staff there made us feel welcome and provided us with everything that we needed on a daily basis. There are various day spots to check out-whether it be the DJ music pool side, the quiet pool, or the relaxing beach with plenty of chairs to enjoy. Our host Zuleima was the best! Thank you for answering our questions, adjusting our dinner reservations, confirming transportation, and assisting us with whatever we needed. We appreciate you and the staff who made our trip memorable!

Some hits, some misses. Overall great area, lovely resort, very clean, the food was excellent and the service was overall great. We will be back. Hits: Food was amazing! Make sure to try Chilmole filet at cuevo siete, Pear Mille fuille at Avec, Avocado toast at Mi Carisa, Caprese at Mi Carisa and drinks Kiwi mojito at 2087, Unico lover 2087, Ixchel balem Lucia at the pool was the best waitress we’ve had anywhere. She knew us and our orders by the end of the first day. Every 10-15 mins, she was checking on all of her people and I never saw her stop moving. Sebastian from entertainment was a hoot. Whether it was pool aerobics, dance lessons, or the popsicle car, he went hard at everything he did and was really entertaining to be around. There were mocktail options at every restaurant and most drinks could be made without alcohol, for those can’t or choose not to drink. There were plenty of pool chairs, and towels The shower was great, the big rain shower head made for a nice experience The balcony tub was lovely, and the included bubble bath smelled nice and left my skin very soft. Add to that the view from the balcony could not be beat! Sliding doors above sink were a nice touch. You could close off the bathroom or you could open them so you could see out the balcony while getting ready. The whole place was very clean. The pool bathrooms were always clean, never smelled, never ran out of toilet paper or hand towels. Our room was cleaned daily, and there was no sand on the floors of the room, which, being a beach front room was practically a miracle. We opted to not have aroma therapy in our room, but the lobby smelled very nice. A mild citrus smell that wasn’t overpowering. The WiFi was pretty strong. We were able to be connected to at all but the farthest reaches of the beach I was very impressed with the allergy awareness at all of the restaurants. Every single meal, we were asked multiple times about allergies or restrictions. All the menus noted not only the common allergens, but less common ones like sulfites. Misses: Check in was kind of a hassle. The person who checked us in was the sales rep for their time share and we were given the hard sell. Our room wasn’t ready (we got in a little after 1, so to be expected) and our local host showed us around, left us for lunch and then basically left us to our own devices. We didn’t get told our room was ready until well after 4, when I asked specifically. Our local host wasn’t very available. He didn’t let us know when our was ready until I asked, he didn’t make the dinner reservations I asked about (they were easy to book myself on the app) and other than a couple of messages, and happening to run into us at the pool one day, we barely spoke to him. The opposite to the light scent in the lobby, Palerma lounge and lobby bathroom scent was terrible. It was heavy and over powering and gave both my husband and myself headaches almost immediately. Many of the evening activities took place in Palerma, which meant we rarely participated as we couldn’t stand to be in there. The apps sucks. Half the stuff that was supposed to be able to be done didn’t work. Room service ordering stopped working for several days. I think there should be live updates and interactive maps and better directions to where activities are. For example, the art experience was listed at “Bar Balem” but it’s really in the hallway outside of “Cafe Inez”. I missed the activity the first night because I kept waiting for it to set up in the bar. Having a map that showed my location and the location of the activity would have been super helpful. A map that wasn’t just an artist rendition of resort would have been really helpful. The activity list was also static, week after week. There were several things cancelled or moved without notice that were disappointed to not be able to participate in. The live music on Sunday just…never happened. But it was still listed in the app, because the activity list isn’t dynamic. This isn’t exactly a miss but the rooms/patio need ceiling fans. It was a little warm in the room and just having air circulating would have helped. For the patio, if you got a breeze off the ocean it was delightful but if the air was still, it got warm and at night the mosquitos were unpleasant. A little moving air would have helped with both. Finally, trying to leave, we were hit with more sales out the door. Waiting in the lobby for our airport transfer, we had someone trying to sell us on pre-booking another stay.

This trip was our 4th trip to Unico. It has a special place in our heart because we were there during the opening year and it was our first all inclusive experience. We were blown away by it. The food, service, spa deals, and decor! However, the experience gets a little worse with every trip. There were some changes in our last visit that made me wonder if this would be our last trip to Unico. A few changes that I was disappointed with: No more lunch buffet at the 2087 restaurant. It's now a la carte, but the food is not that good. I ordered guac and it was bland, just a mashed avocado, no lime, no salt. How is it that you can't get a decent Mexican lunch in Mexico? And it's not like taco are expensive to make. We used to love taking a break from the beach and go in for our buffet lunch. Pick what we want, eat and get out quick. Now, lunch takes an hour to finish with mediocre food. However, I would like to say Othniel at the restaurant was so pleasant to interact with and provided superb service. The beach side service on the otherhand is very inconsistent. Some days the staff are on it. They keep checking on you to see if you need anything. I would like to acknowledge Cony who was making the trip from the pool bar/restaurant to the beach many times. She must have checked in with us at least 3 -4 times during the afternoon. She is an old timer staff and we remember her from her days at the breakfast buffet because she is that good! I think Unico should make her the beach service manager because one day, we waited almost 3 hours for service. We had to flag down a staff member. He never brought us our drinks. He also couldn't remember who ordered what. So, either he's incompetent or he was the only guy attending to all the people at the beach. I have a feeling that Unico cut down on staff numbers quite a bit. I remember our first visit, the staff at the beach bar would remember what I ordered the day before and would have it ready for me when he saw me. We never had to get our own towels to set up, but this time my husband had to walk a while to get to the hidden towel stash to get them and set up the seats. There is also no beach bar so it does take the servers longer to get drinks. Also for breakfast buffet, we enter from the side door instead of the main door (feels little cramped). Also, now you have to wait a bit to be seated because there's not enough hosts to sit you. Not a big deal to most people, but these little changes are reminders that Unico is not what it used to be. The breakfast buffet was very hectic on weekends. Weekdays were much better. As far as restaurants, Cueva Siete is the one that we always look forward to dining. We loved the innovative Mexican food there and the table side guac service. Now, no more table side guac. The food didn't seem creative and was kind of like the food we have had in other AI restaurants. We used to dine there twice during our visit, but we only dined there once and went to Italian twice, which was quite good. The new French restaurant Avec was a decent option too. But since my husband can't have food with pork or alcohol cooked in it, we were left with only a few options. However, our server Alejandro was awesome and so patient with our modification requests and guided us during ordering. We also received great service from Luiz at Mi Casa. Very knowledgeable and attentive. Our room was on the north side. We would exit the building and cross the bridge to the beach. I love that the beach is so close. However, I noticed the outdoor shower right front of the building was no longer in service. Which meant we had to walk all the way over to the main pool area to wash our sandy feet and rinse. I'm a sucker for spas and Unico spa isn't large but it has a sauna, spa, jacuzzi, cold plunge pool and ice room. I received a massage and a facial on this trip, which were both fine. I also got a gel pedicure with Susi I wasn't expecting much, but she did a really nice job. I just wish they had more color options as many of the colors they had were dark or bright colors. One day, there were 3 attendants just standing around the locker room where people change, so that was a little awkward. I noticed the foot towel in the shower was wet from the previous use. That was odd since the spa didn't seem busy, I was the only one and there were 3 attendants just standing around. Also, there was one towel in the locker and no other towels in the spa. This is the first time I've seen where there are no extra towels available to grab from the shelves. Perhaps it's to reduce the use of towels to cut back on the laundry, but it makes the spa feel cheap. As far as the rooms, Unico rooms are tastefully decorated and furnished. It feels elegant with a bit of Mexican vibe. The balcony is spacious and you can hear the waves as you lounge in the balcony in the ocean front room. That's probably one of my favorite things about this hotel that makes me want to go back, how close the beach is to the room. It's not the fault of the hotel but during our stay, the rooms to the left and right of us both had smokers. So unfortunately, we had to cut our balcony time short whenever they came out to smoke. Furthermore, these people were listening to some TV show or music on their speakers! I was almost tempted to blast some opera or classical music just to annoy them, but I restrained myself. I understand they are on their vacation, but we are too! I don't understand people who are so inconsiderate of others. I think as the prices go down, the hotel will attract more people like that. Lastly, Unico assigns you to a butler, but this time, our host was told she would need to take a day off and the following day she was in a meeting, so out of 4 days, we only had her service for 2 days. We didn't even see her the last day to say good bye. I know this review sounds pretty negative overall. The thing is, if you are going to Unico for the first time, I think you would enjoy it very much. It's a beautiful resort with good service and decent food. However, when you like a resort and go back wanting to experience it again but you don't get the same level of experience, it's hard to overlook what's missing. I hope it doesn't keep declining. There are a lot of good things about Unico, so I wouldn't say I would never go back, but I am in search of an AI that can rival what Unico used to be years ago.