TripAdvisor Traveler Rating

Amazing service!!! Josafat and Redrigo were simply amazing!!! Beautiful place & would recommend due to the outstanding staff

We have been going to Mexico since 1985. This was one of the least satisfying hotels we have stayed at. The room was fine. we had a swim out garden view. The water in our swim out was too cold to get into. It was hard to get bath towels and toilet paper. The furniture is slightly run down. The pools for families are clean, but the water is too cold. The bathrooms for the pool areas were spotless! The adult pool was dirty, but warm. Unfortunately the adults at the pool were loud, obnoxious and played their own music that was vulgar or unappealing. The pool snack bar food was hit and miss. The gym is small. 3 of the 5 treadmills were not working. The functional trainer had a broken cable. We did have a great massage in the spa. The food left a lot to be desired. The Grill is the absolute worst food we have ever had. The service is atrocious. The Italian restaurant was better. The service was fantastic. The Mexican restaurant was good as well. And we were fortunate to have to same server as in the Italian restaurant. The buffet is fair, average. But the service is not good. Especially at the busy breakfast time. Overall the furniture in common areas was looked worn down, as the buildings in general. We wouldn't stay here again. I looked at my credit card bill, we were over charged by $3000.00!

Booked and paid for Altitude room. We were told on check in that our butler would send us a message soon. We have called 5 times to let them know that we have not received a message on our phone . 3 days later still nothing. We have no idea of what service this person helps us with. So dissatisfied so far. Today no running water. Can't shower or even flush the toilet. The front desk keeps not being truthful to us. We were told now they are working on the water. Why not tell us that when we called the 1st time. We still have a few days left so we'll see if anything improves. We would not come back here again because of the front desk service.

Okay lets get down to business on a real review, as I find some of the reviews don't really give the resort much justice. There are Pros and Cons just like any other resort. I'm going to break it down by sections. Background: Wife and I in our 30's wanted a trip without our Kid. We do like to socialize and hopefully this review helps align with what you are thinking before booking. Check in: It was fine, we booked a last minute Air Canada 'Deal of the Day'. We were hoping we would be in the main building but found out we were in the one that requires you to cross the street. I had a feeling this could happen, but thats the risk you take for booking a 'deal of the day' and not knowing anything else. I asked what it would cost to change to the main building and they said $100USD a night. Thats nonsense, the person at front desk said they could give a bit of a discount to $80 usd per night. I just said whatever just do it. Mean while he was smirking the entire time, so that annoyed me as it probably could be cheaper. I think different in price when booking online is like $50 or $60 usd so I don't care too much. They did charge us a local tax which I believe was equivalent to $20. Weird but whatever. And lastly they placed a $100 hold on our credit card which was returned at end of trip. They said it was for charges such as room service if we use it? By the way Room Service comes at a cost, which is the first time I have ever had to deal with that. All in all, this was the worst part about the entire trip. Resort: The pools and grounds are actually quite nice when looking at it from the balcony and from a big picture perspective. You can get into the nitty gritty details of the place and find missing pool tiles, shifting wood plans, cracked floor tiles. But that didn't bother me at all. Pools: Two sections, the family pool area which is the nicest pools and the adult pool which has the swim up bar. I thought I would be annoyed that the adult pool was off to the side however it ended up being okay as there was no kids to be seen. Worst thing about this pool is there is noooo music or entertainment, so it can be quite. Which I could understand the desire, however thankfully some other Canadians brought a little speaker. Pool Food Service: Let me just start off by saying that my Wife and I have been to a number of Resorts in mexico where we have spent a wide range. We are not pretentious in any way. We have had our late nights at a bar and destroyed a hotdog at a stand or the closest burger joint. The pool side service is exactly that. If you are spending less than $2,000 per person, you are not going to get a luxurious meal so you have to go in to it expecting lower quality. That being said, we had noooo issues with the pool side food. We ate it every day. The Buffalo Chicken wings were my favourite, I probably had two plates every day. Burger is just fine, the fish tacos, nachos. All of it will do the trick when you are 10 drinks deep by 1pm. Restaurants (Dinner): This is our ranking: Ayami (Japanese), The Grill, Risotto, O Restaurant & Hacienda El Mortero. I ranked the mexican one last as we didn't bother to eat there because we heard bad reviews. But we are in Mexico thats why you get out of the resort and try some local restaurants. Jazmins Restaurant downtown was good! The Ayami restaurant we went three times during our stay. Twice for the Hibachi table and once for just regular service. The Sushi is not amazing, but would I eat it again, absolutely. If you live near the Pacific Ocean, you have access to great Sushi, you probably won't be too excited. The Grill my wife and I actually loved! mostly for the salad. I'll be honest, not that I havent been already, I was quite surprised with the Ribs. Theres not a lot of meat on the bones, but decent ish. I'd give it like a 6 or 7 out of Ten and would absolutely eat it again. Now the breakfast buffet, I don't get peoples attitude towards this food in the reviews as if it is going to kill them. It is an all inclusive buffet where they have to feed hundreds of people. Yes it is probably not going to be presented in an amazing way. I agree its not amazing, but its just like any other 4 star all inclusive buffet. It does the trick, get over it. To say it is not edible, already makes me think you are the Bobbed haircut 'let me talk to your manager' time of person. So if you are reading this review, don't worry its fine. Kid zone: Although we didn't bring our kid, I do feel as though I have to make a comment on this as my wife and I both talked about it. If you have a family, this is probably a great option for you. If you are a younger group without kids and looking for more nightlife. This is not the resort, you are better off spending a little bit more money for somewhere else. Nightlife: That being said, I wanted to touch on this as this is really where the Resort did not do it for us and the reason my Wife and I would not come back. Nightlife is nonexistent. Yes, they have some karaoke in that dingy little sports bar. I don't think I spent more than five minutes in that place. They did some beach themed dinners. But that's it...no shows, no entertainment. 10 pm it is basically lights out, which I can understand if they are wanting to make it more family orientated. I'd be annoyed if I had my kid and things were going on past 10 pm. So this ultimately comes down to you as the person. If you want entertainment, do not book here. If you like to go downtown and out to clubs or something maybe might be a good resort if you want things to be quiet the next morning. If you are looking for just a relaxing week as a couple and don't want to do anything else other than enjoy time together alone. Then this could be the place for you.

From the second we walked in the staff have been so so kind and helpful! Alfredo, helped us with our arrival and our departure! He was super helpful and got our private transfer all organized! Overall we had an amazing trip! Would for sure come back again!