TripAdvisor Traveler Rating

This is a really great property. The outdoor grounds around the pool and beach are top notch! We’ve stayed at a lot of resorts and the pool and beach grounds here might be the best we’ve seen. The food at every one of the restaurants was great! I do wish the buffets had more options like other resorts do. That said, there was always something good to eat. Our visit did not start great. We had some issues in our rooms the first few days. These issues had us thinking we’d made a mistake in choosing this resort. Rebecca, from guest services, tracked us down at dinner one night to discuss things. She was immediately on it! She got all of our room issues fixed and has treated us in a first class manor all week. I can't express how much that made a difference for our entire group. No place is perfect and we run into issues from time to time. A great place is determined by what they do to remedy those issues and this place really did an awesome job at that. I would definitely recommend doing the upgraded “Level” plan. This gets you premium drinks and a lot more privileges on the property. We didn’t do that and really regretted it. Getting drinks with good liquor makes a humongous difference! The standard, low end liquor was hard to get used to. This is a “wellness” resort so you’re going to get a more peaceful vacation. If you’re wanting a party, this may not be the place you want. There’s a lot of distance from the lobby to the pool and beach. Keep that in mind if you can’t do long walks. The shuttle is running all day and night, but sometimes it was quicker to just walk. In a nutshell, the place is really nice. The rooms could be updated, but were good enough. The food was much better than expected, but the standard liquor is very poor quality and hard to take. (The “Level” upgrade gets you the better drinks). It’s a very relaxing and pretty quiet place. Be prepared for some longer walks to get to the lobby or restaurants. The beach is great with soft easy to walk on sand. Very nice place, but as said earlier, be prepared to walk some distance from time to time.

We went for family and friends Thanksgiving. The resort was gorgeous and the staff was great, but the food was so terrible I wouldn’t return.

We stayed here from Nov.23-Dec.4th, 2024, and had a fantastic time! My husband and I went with another couple and we all agreed that purchasing the Level was absolutely worth it, and we would do it again. Feliz was our concierge and he was fabulous. He checked in every day on WhatsApp, and would search us out to see how our day is going. When I ran out of medication that I needed, Feliz arranged to have it delivered from a pharmacy, then found me at the pool and brought it to me… I am incredibly grateful for that because I was feeling incredibly unwell. (Worth noting, I was unwell before we left Canada and I screwed up and didn’t bring enough meds from home). The Level lounge was great, with a self-serve bar, snacks, computers, and several tables. We sat there and played games a few times and had a really nice time. The Level lobby is located there, which is handy because our keys (all four of us) consistently became demagnetized! The nightly shows were not what we were expecting, and maybe were better for families with kids. But that’s okay. (The Michael Jackson show was quite impressive, though!!) Restaurants were all hit or miss for service and food, unfortunately mostly a “miss” though, however the Riviera buffet & a la cart was consistently excellent for their food and service! This was another HUGE Level perk. The rooms are nice, although we had a lot of mosquitoes in ours and woke up with new bites every morning. (We were ground level, our friends were on the 3rd floor and didn’t experience this at all). Our room was made up everyday, then turned down some evenings. Our mini bar was consistently restocked, and when we left a thank-you tip in the fridge we were given more & better treats! Our friends, unfortunately, were not as lucky because their mini bar was rarely restocked… But that’s where Feliz once again came to the rescue. A quick WhatsApp message to him & someone showed up within probably 1/2hr. The pools were amazing… The Level pool was a highlight because it was much quieter in terms of how many guests were there. The pool bar was never lined up! The main pool was also great, that’s where the activities were - albeit they weren’t as big, as often, or as funny as we’re used to from resorts in Playa Del Carmen. That’s no big deal though. The pool bar was VERY loud, so we had to shout our orders to the bartender, and it was often lined up. The beach is BEAUTIFUL. We walked quite a way to the right and decided that Melia’s beach was the nicest that we saw. Little to no seaweed, lots of sand, and lots of beach chairs (we never had a problem finding four together!). Unfortunately, there were also lots of vendors asking you buy something, go on an excursion, get a massage, or take a picture with a parrot. Thankfully they mostly walked away when we said “no gracias”, most didn’t stick around and harass us. All in all, I’m giving it 5 stars across the board. It would be less if we didn’t have Level and Feliz, so we’re thankful we went that route!

I don’t think the food and drinks were the best it was ok. And the service was bad every time we needed something wasn’t delivered or too slow. The staff is nice and friendly but seems like they forget or something.

Please read and make informed decisions!!! They are very upgrade oriented and if you not ready to pay additional $800-$1000 you probably not going to like it here. Upgrades: Better, newer rooms. Food/ restaurants/ menu. Access to pools and some amenities This hotel is far from a 5 star resorts. A lot of things are just plain wrong and bad and don’t correspond with a 5star rating. The good: Grounds and maintenance are excellent. Beach is clean. Nice sand. Water is average cleanliness. That’s about it for the good. The not so good but manageable: 1.Food and staffing at main two buffet. No one seamed to be in charge. No seating. Basically pick a table, wait for it to get cleaned after previous guests. Service personnel is not very customer oriented. Not offering help, not taking dishes, replenishing drinks and so on. 2. Two or three more restaurants need to be booked a week in advance. Supposedly you can do it on the app but that’s another lie. 3. Towels and beach longes have to be reserved first thing morning otherwise you will be on the sand lol. The BAD: 1. Rooms are old and just plain nasty. Furniture is falling apart. Extra strong moldy smell with actual presence of BLACK MOLD. No place to unpack clothes. Basically just throw it around the room on any surface you can find. 2. Service reps and customers relations are are complete joke. All they tell you is that they are very sorry and that you can upgrade to different room. To summarize it all up. THETE ARE BETTER RESORTS FOR THE SAME MONEY. DO THE RESEARCH AND DONT GET DISAPPOINTED