TripAdvisor Traveler Rating

Hotel is nice! BUT don't be fooled about the restaurants mostly unable to book a table in any of them. The steak house restaurant is not available unless you have an upgrade to the hotel next door which is the same hotel. My husband has tried to book a meal for my birthday and it's been impossible so we plan to eat out as for the food in the buffet restaurant it's plain and the same thing every night. Not impressed. When we was told we could not book any table for my birthday they said they would send something special for me! Which did not appear ?? lift now out and on top floor ?? been out since yesterday have been told they don't know when it will be fixed. Husband is getting over cancer treatment and still having some treatment so stairs are not good for him he gets exhausted easily. They have said we can move to ground floor tomorrow. He feels trapped in room as he can't keep climbing the stairs.

They served my friend food she is allergic to despite warning multiple staff members. Incredibly slow response getting me into my room for medication after my key card failed. Like 45 mins. Before that service in the restaurants was very poor. Like not even being served coffee at breakfast. We always tip just FYI.

I’ve been visiting this hotel since 2015, and it used to be my absolute favourite in the Riviera Maya. The quality, the service, the variety of restaurants, the themed dinner nights, the wide selection of fresh juices at breakfast, the fantastic entertainment team… all of it made the experience exceptional. As a returning guest, I always enjoyed the Privilege services, which truly elevated the stay. I remember that during several of my seven visits, the Hotel Director would personally walk around and ask guests if everything was perfect or if anything was missing. That level of care was remarkable. I hadn’t returned since 2021, and to my surprise, the experience has changed dramatically. We were no longer granted access to the Privilege services – not even when I offered to pay the additional fee. The request was simply denied. Previously, we could choose between two buffet restaurants; now we only have access to one. The food is repetitive, with very few (or no) vegetarian options. Breakfast, once a highlight, now offers only two types of natural juice and the same limited selection every day. The rooms are exactly the same as they were ten years ago, clearly showing signs of wear. No renovations, no updates, just the same furniture and decor aged by time. To make things worse, our room had no hot water, and only after complaining three times was the issue finally resolved. This hotel once set the standard for guest experience, and it’s disappointing to see such a decline after so many years of loyalty. Still, I genuinely believe it has the potential to recover its former excellence. Updating the rooms, improving food variety, restoring the personalised attention that made the hotel special, and offering returning guests access to the services that once defined the brand would make a tremendous difference. I sincerely hope management takes these points into consideration, because this place used to be extraordinary—and it can be again.

Don’t come here unless you want to waste your money and have a nice relaxing holiday ruined. This hotel is definitely not a 4 star it’s 2 star at best. How TUI can even advertise this holiday and encourage people to come here is disgusting. First of all the hotel isn’t safe. The wooden balconies oh the communal and in rooms aren’t safe. They’re not bothered about fixing the communal one where there’s risks of people falling (watch your kids if you come here) they don’t care it’s been raised and TUI are aware and they’re not bothered. They have started to fix the ones on the rooms that aren’t safe so they can take more money in and get the rooms filled rather than sort the communal ones. Be prepared to hear the banging and chainsaw sound from 9am u til 6:30pm. If you’re jet lagged or need a sleep beofre you go out the even your not getting a peaceful sleep. They will also knock balconies down that are above you with no safety provisions in place so watch your head as they don’t care about the guests or the workers safety. Then we come to the hotel and half of it is being refurbished so be prepared for banging and drilling sounds from 9am and they still work until nearly 8pm. TUI are now saying they weren’t aware of any works but have now put this on the website if you try to book. A nice peaceful holiday is not what you’re doing to get. We work in construction 6 days a week so to come here for 10 days and listen to the noises is horrible and not what we’ve paid for. The hotel aren’t accommodating they just said they would move us to a room below the one we were in were none of our issues would solved - The rooms are outdated, shabby and things are broken in them. - The activities they have on their website and on the wall next to the restaurant not all happen just when they feel like it seems. - The toilet doors next to theatre don’t close so just hope no one opens the door when you’re on the toilet. - now onto the food. The buffet is disgusting the majority of things aren’t edible. The mash that was there one night was like watery slop. It’s the same thing for every meal. Argentinian sauces for breakfast lunch and dinner. No themes nights in restraunts like advertisers and I even emailed the hotel before we came and they confirmed. The same food is being brought out for breakfast lunch and dinner and some stuff doesn’t looked like it’s moved since the start of the day. The food is cold and pre made stuff just thrown under a lamp. Be prepared to eat from the buffet too as we both ended up violently ill that took us 24hrs to recover. We’re now having to do out for food if we’re not in the al carte restraunts. The toastie truck has 3 toasties to choose from and are the most toastie ham and cheese toastie we’ve had. The creperie place cooks all the crepes and stacks them up 30+ and keeps adding to it all day so if you get the bottom at the end of day it will of her there 4-5 hrs. They’re not bothered about food safety here and cleanliness. If you’re a hungry person and like snacking on an all inclusive this isn’t the place for you. The hotel has so much potential is in a good area the beach is lovely (albeit a little rocky so bring some water shoes) but the basics aren’t there for a 4 star at all. I wish I would’ve listened to some of the reviews before coming. I never write reviews but if this stops anyone else from wasting their hard earned money and booking somewhere where they will enjoy their time away. This holiday has been nothing but stress and not relaxing at all.

This has been an excellent holiday. The entire staff has been outstanding. Always service mined. The resort has great rooms, clean, god size, very good beds. At departure Nedly in the Reception was very helpful without departure. Nice food at all locations. Can recommend We will be back.