TripAdvisor Traveler Rating

During dinner at the buffet, we had a very uncomfortable experience with a male restaurant manager wearing a management uniform. Our child was approached, and instead of calmly explaining the hygiene policy or offering a respectful reminder, the manager immediately used threatening language, stating that if it happened again, our family would be asked to leave the resort. What made the situation far worse was that the manager was accompanied by two other staff members, and all three stood in front of us in the middle of the restaurant, asking for our room number while delivering this message. This occurred in front of surrounding guests, causing significant embarrassment and distress to our family. For any parent, being publicly confronted and having their child threatened in this manner crosses a clear line. The manager also claimed that this was the “second time,” even though we were never informed of any prior incident, warning, or complaint, which made the accusation confusing and unfair. We fully understand and respect buffet hygiene rules and would have immediately corrected the situation if it had been explained calmly and privately. However, the tone, attitude, and public manner of communication were intimidating and unprofessional, particularly toward a family with a child. The impact on our daughter was significant. She was so frightened that she stopped eating that evening, and throughout the remainder of our stay, she did not dare to attend the kids’ club even once. This is especially upsetting because we chose an all-inclusive family resort specifically so our child could enjoy the kids’ club—one of the core services we paid for. The resort’s own kids’ club registration records would show that our daughter never attended. I understand that resorts may attempt to downplay or reframe negative experiences, and I fully expected a defensive response. Still, I felt compelled to write this review. I rarely leave vacation reviews, and in the past I have chosen to move on from unpleasant situations. However, this incident involved an aggressive and intimidating confrontation by management, and its impact on our child was significant. While I have described the facts as calmly and accurately as possible, the actual experience—particularly the manager’s threatening demeanor—was even more distressing in person. As Asian guests, this interaction made us feel particularly uncomfortable. Regardless of background or nationality, all guests deserve to be treated with respect, dignity, and clear communication. This experience significantly affected our stay. I am sharing this not out of anger, but out of a sense of responsibility, so that other families can make informed decisions and do not experience something similar. We sincerely hope that management and headquarters will review this incident and improve staff training on respectful and appropriate guest communication, especially when families and children are involved.

We had a great stay for the Zamna Tulum Festival. The services were good and the staff very kind. The resort offers different restaurants to meet its clients’ expectations. Also food allergies were taken care of. Special thanks to dj Carlos that helped us finding last minute tickets for an event

My girlfriend took me here and it was one of the best memories as far as i am concerned. 100% would recommend anyone to come here.

Terrible experience at Sky Bar this Tuesday! I went to have a great time with friends, but the DJ Rodrigo, completely ruined the night. He seemed to be in a terrible mood, reeked of alcohol, and was incredibly rude. Ignored me the whole time, making it a total bummer. Not worth it. Would not recommend Sky Bar until they get a new DJ. ??

A beautiful resort with nice rooms. We liked the different small buildings and variety of plant life. The entertainment food and activities were enjoyable. The people were very friendly. Some days had seaweed on the beach, which they tried to clean up, other days were clear. Beautiful long beach to walk along. A bit far from the Cancun Airport. The resort was clean. Not noisy by the rooms.