TripAdvisor Traveler Rating

A nice hotel in the center of Cancun with nice building and a very friendly service, the food was delicious and the hotel is clean and around the hotel has all inclusive service and the mayority of the people that visit is foreign that enjoy the Mexican culture and the activities

The the food is terrible flavorless I could not have anything to eat. Its better to go out and eat at local restaurants or taco places. They should improve their restaurants and buy food with minium quality and that is authentic Mexican food, not trash

We stayed 7 days and had a fabulous time. I can't say enough good things about the staff. The entertainment staff were amazing, we looked forward to participating in all the games. Big thank you to Keyla, Edgar, and Amelio for always including us in the activities.

I booked with BA Hollidays - advertising this hotel as a 5 star ! To be clear this hotel is no where near a five star hotel. As a well travelled person whom has stayed in many a five star hotel/ resort would know the difference. List of issues: 1. Run down rooms, doors broken including the locks. Very flimsy you can hear everything from the adjoining room ( everything). 2. Some of the staff can be rather rude ( I’m sorry to say) they speak about guests in Spanish feeling rather confident that you will not understand the comments aren’t complementary. A handful have been pleasant at the bar area. 3. Unfortunately the staff give different prices each time for eg: the cabanas by the pool and beach. I enquired with others from America and elsewhere about how much they paid for the cabana one was 55 USD dollars and another couple 60 USD and another didn’t pay to use them. They charged us 95 USD. They make up prices as they go along. 4. Our room was filthy upon check in I spent the night I arrived cleaning with my own products I brought with me. 5. Upon check in I switched rooms ( at a cost) to a higher floor but it was dark and lights couldn’t be operated at the time when the room was showed to us so I couldn’t see at the time how bad it was. 5. Every time you use the lavatory or shower the pipes make a never ending sound . I will attach a video. 6. One of the beds was broken in the room that we supposedly upgraded to! Pictures to follow. 7.shabby and run down through the corridors and communal areas.NO AC in lobby. 8. AC in rooms is volatile, numerous requests to have it fixed were ignored- they control it remotely and do as they please to make it cost affective in turn you are in a hot sweaty room and after a long day trip it’s the last thing you need! 9. After numerous attempts to change rooms, I was showed another that was exactly the same and I couldn’t face cleaning it again so we stayed in this dilapidated room as they are all the same ( I gave up). 10. Towels are stained and shabby, sheets are also stained and the headboard of the beds. 11. Some of the staff are just unpleasant - they pretend to listen to your concerns then mock you with their colleagues. 12. Staff not bilingual so this was tricky to navigate. 13. Yes it’s all inclusive- drinks are awful, cocktails very poor unless you are lucky with whatever bartender is serving but it’s hit and miss. 14. The glasses and cups ( especially the plastic ones ) have an unpleasant odour and aren’t cleaned properly, we haven’t tried any restaurants here for fear of hygiene issues we use mostly the cafe for sandwiches and coffee here and there. We have also tried the buffet on a few occasions choosing simple foods of fruit, and some boiled vegetables ( when this is available) or vegetarian sushi. Unfortunately there are a number of flies over the foods - very off putting to say the least. 15. There are updated rooms available but they are reluctant to assign them even if you pay additional monies to do so. I’m puzzled by this and the hotel was semi busy but there was availability. 16. We are here 10 nights from the 7/4-17/4 and I’m counting the days to return it’s a shame because we paid £4300 for this stay and I feel very truly disappointed - BA holidays are truly appalling and they have demonstrated a gross negligence of false advertising that I shall take this up with them separately ( will be useless anyway) as long as guests continue to book this hotel ( and they do) I found this weird then the hotel won’t make any changes or updates to this hotel it seriously needs attention! The standard is sub par and NOT a five star. This is a 4 star hotel at best. 17. Forgot to mention they applied a refund to my card for the room we are currently in that I paid upon check in from the second to 7th floor- they claim it was an upgrade I don’t agree it’s the same exactly regardless of the ‘side’ view of the ocean. Pics will follow- I don’t believe I should have paid anything more . Still waiting for my refund to reach my account- have now received refund. 18. The towels are always rained and have a pungent odour. 19. The bartender Daniel at the main bar in the lobby is rather unpleasant - they don’t like to hand out paper straws so this was difficult given the odour in the cups you can’t properly enjoy your drinks ( if they are made well) I ended up purchasing some reusable straws to use for myself and my daughter. 20. The elevators are run down , making you feel a little uneasy I shall attempt to take some pics of this. 21. Only able to cast from mobile to the TV in the room on one occasion - I had been unable to connect after this. This was an annoyance. 22. Edgar at the main bar is very friendly and always has been polite - makes an effort to make nice cocktails unlike Daniel in the evening where the drinks are made in haste and without care! Edgar you were one of our favourites! 23. Limited seating around the pool. 24. The beach is beautiful but again not enough seating. 25. Drain issues not just the irritating sound like a moaning dying creature after every flush but it’s is unable to drain after flushing. 22. we have travelled the globe myself and my daughter from Dubai ( Atlantis), others in the Emirates ( Doha also) ( 5 star true luxury). Maldives, Thailand, the Americas and North America (Vancouver). Portugal, Italy, Cuba, Iceland, Egypt, Netherlands, Denmark and Other parts of South America. We have predominantly stayed within 5 star accommodations abut we have stayed in 4 stars one a few occasions. I have to say this hotel was truly disappointing in many areas

Fantastic service! My family and I couldn’t be more satisfied with our experience and our trip! William and Carlos provided amazing help whether we need pool chairs, towels, food, drinks or anything in our rooms. Will definitely be coming back!