My wife and I stayed for 6 nights in early August 2022. We were greeted and immediately shown to the Kaax restaurant while our bags were taken to our room. That first night it rained and our room leaked in several places. They immediately moved us and upgraded our room for free. The new room (with outdoor shower) was almost 1300 sq ft and comfortable. They provided a free bottle of tequila and champagne in each room. Our only issue with the rooms was the plunge pools. Neither had working pumps to filter the water, so we didn't use them. It appeared they came by each morning to scoop out debris and throw in chemicals. The rest of the grounds are cleaned thoroughly every day. Staff everywhere are polite and are evidently trained to never let a guest walk by unacknowledged.
The beach here is narrow and so covered with seaweed that they run a front-end loader dawn to dusk to clean it. The water is pretty dirty looking as well. There's also a buoy line about 100 yards out that acts like a seaweed catch. That much seaweed offers a unique aroma at the resort. We didn't use the beach because of this. We were told it's due to the season and shown pics from earlier in the year where the beach and water were very clean.
With the beach out of the question, swimming options are 2 pools, one salt water and one fresh. The salt has jets for massage therapy and is where we started each day. The fresh is separated into several zones but lacks any water deeper than 4 and a half feet and doesn't have a swim up bar. The pool staff are mostly attentive, but I had one order ignored while the staff concentrated on attractive women instead. My wife was completely happy with Daniel the entertainment guru. He offers yoga, relaxation therapy and water aerobics among other things and was very knowledgeable and helpful.
Food ranged from unsatisfying (rarely) to exceptional. The various restaurants on the property offer different fare, but we felt a more diverse menu over 6 days would be welcomed. They did change things up a bit with a different menu our first night, Mexican buffet our last and an exceptional high end night in the middle. Staff at the restaurants are attentive and pleasant, but there were times our meals took 2 hours to complete due to slow service. Phillipedro (?) and Eduardo were great stand outs for us, but there were also others we didn't remember names for. It was hard to retain names to people as everyone wore masks which made it difficult to recognize some. Room service has taken a beating in reviews I've seen, but it was good for us. The menu doesn't change, but everything we ordered arrived in about an hour and was good. Our breakfast arrived with a carafe of coffee (ordered 2 cups) except for our last morning where they actually delivered 2 wrapped cups of coffee (?). My wife was not happy about that.
The rooms are cleaned and restocked every day, but restocking was hit or miss. We had to call the front desk twice to get water, juice and coffee resupplied. And, again to get other items needed.
There is an app they push you to use that will allow for room service, housekeeping (never worked for us), activities and restaurant menus. It is ok, but we missed the more personal feeling of real menus and service.
Excursions are offered, even one free trip to the market area in town, but we opted to just stay and relax. There is a spa that offers many services, but pricing here is well above even resort averages we're accustomed to, so we didn't indulge.
No one talks about tips and there aren't any signs addressing them, but we got the distinct impression they are expected. So, every interaction with staff where they provided a service to us, we tipped. Over 6 nights, we spent well over $100 for this. At almost $600 a night for the room, this is uncalled for. It should not be expected and that should be made clear to guests.
Overall, we enjoyed our stay and would take this resort over a large, noisy, party-based resort every time. However, the price here does not match the experience. We've spent less and had a much higher level of luxury at other resorts in both Turks and Caicos and Costa Rica. This was our first trip to Cancun and with so many other more attractive destinations will likely be our last.
Resort is on the decline
Aug 05, 2022
Arrived for a 4 night stay and booked 1 day prior. No record of my reservation upon arrival created a hassle at front gate and desk. Waited for over 3 hours to gain access to my room. Found a large crab in my shower. The rooms and resort need major renovation. Smell of seaweed is super strong and you can smell it even when you are sleeping. Staff are nice but they are short staffed. Often only 1 restaurant is open on most days so the food variety is very limited. The animals they have around the resort are a plus. The food at La canoa and the La chingrita grill are among the better. Kaax food is mostly Mexican and not of good quality. If you are looking for modern luxury look elsewhere. This is not a 4 or 5 star resort.
Vacation to celebrate my mother's birthday
Aug 03, 2022
I will start with the positives:
5 Stars: to the staff at this resort, they were all amazing. Daniel, the Wellness and Entertainment Manager stands out at the most impressive! He was knowledgeable, kind, patient, a great teacher and so gracious with everyone in his classes. The wait- staff/bartenders/pool servers, were all very helpful and did their best to get to you before they were even asked. Felipe was extremely conscious of making sure I had GF options as I have a gluten allergy. I would show up at breakfast and GF pastries were waiting for me. The lunch servers were always double checking to make sure I had all GF options. It was impressive!
1 Star: We had a 2 room suite. Air conditioning didn't work in my bedroom so the evenings were humid and impossible to sleep. Couple that with the awful smell of the seaweed (imagine a pile of dead fish baking in the sun and that was the smell the entire time we were there.) The seaweed smell was not their fault but not having air conditioning made it worse because the smell permeated my room and when I did drift off to sleep the heat and smell would wake me. They attempted to fix the AC to no avail and then there was dry wall or pieces of the ceiling all over the floor in the morning, mixed in with the leaking ceiling. Overall just seems to be run down and whoever the owner is, isn't investing in keeping up the quality. I would have loved to say I would go back but unless there are some renovations, that is unlikely.
Amazing Plcae and nice stuff
(Laguna Beach, California)
Aug 01, 2022
We just came back from this Resort yesterday.
I can’t tell how much we loved this place.On this vacation we stayed at 3 different Hotels.We liked this place the most.What did we like about it?
Stuff:best service I ever received at a Hotel!From the front desk to the cloning crew to the servers,Yoga teacher guy,spa employee etc...Great job,Thank you!
Room:amazing.Nice view(exsept the seaweed but that is not the Hotel’s fault.
Landscape:I love tropical landscape,they have an amazing landscape all over the Resort with lots of quit animals.
Food:I read some bad reviews about the food here.Pleaee tell me where you go,I’d like to try those places...bwscouse we loved the food here.Everything tasted so gooooood!
Pool aria:It was never busy and there was not any kid beside our 10 years old daughter ??
Spa:my wife tried it and loved it a lot.She was so happy with it.
If you are any to go party,this is nor for you.It is a very quiet and relaxing place.I need to talk about the servers again.We stayed at so many all inclusive Hotels all ready.
The employees here are the best.They came all the time and took care of us.I did not even have to order my drink ,when they saw that my glass/cup is empty they brought the new one.Drinks made well,taste and strong.
Sophia:She is the bird of the Resort.She comes to you say Hello or Hole and try to climb on you if you let her??
Decorations:I just loved how the Resort looked like.I loved the decorations all over,the wood work,statues..everything.
Beach:That’s the only negativ here becouse of the seaweed situation.It could be very nice,beautiful...but right now the seaweed ruins it.It is said,but off course it is not the Hotele fault as I mentioned earlier.
We just got back and we already talking about it to go back end of this year.I’m sure,we will back soon!
Highly recommend this place to everyone!
The picture with the heart in the grass is for all of you who worked so hard for us to make this vacation unforgettable!
Thank you so much!
You guys are the best!??
Relaxation at it's BEST!
Jul 29, 2022
This resort is absolutely stunning! The staff and service is top notch! Food is wonderful! Our room was spacious and beautiful. We had an issue with the air conditioning leaking in our room and the staff fixed it immediately. The spa is great and the fitness room is subpar. If your looking for relaxation, this is the resort for you. If you are looking for a party or entertainment, this is not the resort for you. This resort is one of our top places to return to in the future!