TripAdvisor Traveler Rating

Went for a wedding. 27 people in out group got violently ill. Out of both ends! Food safety is optional here. Air conditioning in room is just a humidifier, making bedding wet and cold. And nobody cares. You could not pay me to stay here. I'm going to spare you the photos.

I don’t think this resort was worth any money… it was pretty bland. Entertainment lacked at night. Especially for adults. A magic show, a silent headphone night, glow in the dark party? Something could’ve been offered at nights. Wizard night? The backdrop said it was from there NYE party.. didn’t understand the concept at all. Food was terrible. The Mexican restaurant was probably by far the worse. The pop up shops for star class lacked flavor and the menus became repetitive. Hot dogs, hamburgers, chicken tenders, tacos. We did enjoy sunset strip and hibachi. The rooms were not cleaned. Rooms were not cleaned. Found a roach! The outside when walking to the rooms isn’t maintained well. Elevators are out of service, or abandoned Drinks were blah. It took 2 days for us to get our bottle from being “star class”. Butler sucked. Upon check in he told us he’d come back when our room is ready, he didn’t. We had to check in on multiple things ourselves and follow up. Staff follow you around all day trying to upgrade you or make you do more and more. You can’t walk out the lobby in the morning without being asked what’s your plans for today would you want this? It’s only XYZ if you act today. Just would not recommend. Especially for someone who doesn’t have kids.

Overall we were disappointed with our stay in late October and early November. The PH Cancun advertises itself as a luxury all inclusive but massively misses the mark. We completed pre-check in online but there appeared to be no point as reception needed all the information again. We requested a room with two beds located near our friends and our room was neither. Our room was smelly. Like mildew or something and was very strong all week long. Even clean laundry had to be laundered when we got home to take out the stubborn smell. I was shocked to learn the resort is only a few years old as it’s aged terribly and quickly. Water that came out of the rusty shower head was discoloured at first whenever turned on, same with the bathroom sinks. Fixtures on the walls had rust and missing pieces. The closet doors wouldn’t fully close and were open all week. The ceiling fan had different settings but would only turn on when the highest setting was selected. The bed was very comfortable though and clean. Service seemed hit and miss and needs some polishing. You would approach a bar and the staff would be in no hurry to greet you. We did encounter some fantastic staff, especially in some of the restaurants, along with many not so great service experiences. The app allowed us to book a dinner at Catch, the seafood restaurant one night only to arrive and it was closed, and by then all other restaurants had been booked. The in-room dining ordering on the app wouldn’t allow me to order a burger unless I selected every option to remove the 5 different toppings. So I called instead and asked for two diet Pepsi’s with my order. The food arrived with no soda’s, and the staff advised me I was supposed to contact mini bar for that. The mini bar would provide 3 bottles of water, 2 beers, one Diet Pepsi and one regular Pepsi only each day, ignoring notes left asking for more water and Diet Pepsi but certainly took the tip left with it. We left money out for our housekeeper and it kept disappearing before our room was cleaned. We waited one morning for an hour by the pool for towels to be available, when they arrived I walked around the pool to collect a towel for myself and partner and was not allowed to take more than one unless my partner, who was in the pool would come over too. The food was really good just about everywhere we dined. The beach was beautiful, but was difficult to get an umbrella for shade unless you secured a spot first thing in the morning. We made the most of the vacation with our friends, tipped the staff well and slept in comfortable beds, but will not return or recommend this resort to others. Look elsewhere.

I never write reviews but I couldn’t not after spending 2 weeks here with a 2 year old! When we arrived, we stood at reception for what must of been over an hour to check in. Once we did eventually check in we were given no instruction where our room was, what amenities were available to us and to put it nicely we were just left to it. Once we found our room, the bell boy came with our cases we tipped him and mentioned that there was no bed for our 2 year old asked for a cot, after asking 2 more times and several hours later, a cot arrived that was for a tiny baby. The next day and several days after this we asked for a bed or something to be made up for our toddler to sleep in, this never happened. Bear in mind that we paid full price for her and she never even received a bed. Family members that we came with us had a room with a broken door, every time they tried to get into their room they were locked out and had to go back to reception which isn’t round the corner. After several days of back and forth finally managed to change rooms, but was made to feel like they had to fight for it when realistically a paying guest should have access to their room. Kids club is for 4 year olds+, they do let younger stay if you stay with them but there isn’t much going on, most days some colouring or short activity then they put a film on. Night time entertainment was also not great and nothing for the kids, would have loved a mini disco or something for the kids to watch or get involved in. There were several powercuts not sure if this was the whole resort or just our room but this meant no hot water for showers, we had the same problem on the day of check out and they advised us we would still need to check out at 12 regardless of having no power until 11:30! The room is very dated with lots of wear and tear not what you would expect from a reasonably new hotel,stained towels and I don’t think the floor was cleaned through out our whole stay. Pools were just as dirty with a constant film you could see floating at the top, we heard another guest mention to a member of staff that there was something dirty in the pool by the steps, it was still there days later. Over all no urgency, very few staff that actually want to help and the ones that do smile and say they will fix it but don’t.

We were here the first part of November. Family with 6 adults and 2 children. Our overall experience was good. There were some things that were good and some were bad. All of the staff was excellent with the exception of a few pool staff. Roger was the highlight of our week. We can’t say enough good things about him. So sweet and attentive. Gael at guest service was good as well. We were disappointed with running out of clean towels at the pool, and toilet paper. They only have one employee at the Fuel coffee shop every morning. The lines are long it is not worth waiting in.