TripAdvisor Traveler Rating

I would rate this resort 2 stars out of 5, 1 star for great food, 1- for customer service/ friendliness/ willingness to help. When we arrived , checking - in took forever. Our luggage was taken away despite our insistence we were ok with carrying them as they were carry- on’s. We were instructed to go look for our building ourselves, ok was not a big deal though resort is big with lots of paths and one can get lost easily especially at first. The door to the room would not unlock. As it turned out because battery died in a keypad. Ended up waiting for 40 minutes for someone to come to fix it. After waiting in our room for another 30 minutes and realizing our luggage was not arriving we ended up going back to the lobby to retrieve it ourselves. I would’ve not considered it a big deal if it weren’t for the heat, we were still wearing our warm clothes sweating, not able to change into shorts for nearly 2 hours. Majority of swimming areas are for adults only and the only kid -friendly pool would get very loud and crowded with the music blasting and little kids. The little lagoon gets easily overcrowded as it’s small. If you have a teenager they would feel out- of- place not fitting here nor there. I’m not trying to be picky but rooms are a bit shaggy needing a refresher and/or good scrubbing. Water pressure was so low at one point making it impossible to take a shower. Food! Food was great! Good variety , good service. But no coffee. What was offered as “ coffee” substituted a brown liquid with only a faint taste of coffee. Coffee machines were not making better coffee either. The coffee shop offered coffee but for an extra charge. We enjoyed, but also felt sorry for all the animals at this resort, both wild and in enclosures.

A solid 4 star experience. Positives Beach area is delightful with lots of fish and generally lots of places to sit. Beach restaurant is a beautiful setting for breakfast and lunch. Rooms are a good size with plenty of storage and large bathroom. Plenty of pool areas to enjoy and the swim up bar was a hit with the kids. Buffet was a good option for breakfast and lunch, with lots of choice, particularly fresh fruits, vegetables and the salad bar. The staff were all lovely and service was excellent. The location next to Xcaret was perfect and allowed us to break up our visit, with trips back for food and showers. It’s also a short journey to Xplor and the kids loved the nightime Fuego adventures! Tennis courts and gym were good facilities. Negatives Check in was incredibly slow and there were not enough staff to process the large number of arrivals. The directions to our room were also dreadful and we ended up dragging our cases around the resort in the dark, which wasn’t ideal after such a long flight and long day travelling from the UK. The process to book the a la carte restaurants was also crazy, with a long queue already in place by 6.45am each morning. Frustratingly the two mornings we decided to sleep in and take the buffet, our neighbour set a loud 6am alarm which woke us all up - almost certainly for them to get their place in the restaurant queue!! We booked tickets for Fuego and XelHa through the hotel agent. These guys may not offer you the best prices, so check what prices are available online before you speak to them and be prepared to haggle!

Mireya in royal was an amazing server. Are drinks were great and she was always recommending new drinks to us. Rain or shine she always had a huge smile on her face and if she heard my son ask if he could have a drink she would come back. Mireya truly is the best!

Mireya was our pool side server in the Royal level. She was so pleasant and precise in taking our drink orders and answered all of our questions. She was totally awesome. She made our stay completely memorable and made it so we will return. She always had a smile for us.

Mireya was our pool waitress and was very attentive to our needs. Personable, always with a smile and a warm greeting. She made our day, had the bartender make us some special drinks. We were never without a drink, she makes regular rounds. She is the best!