TripAdvisor Traveler Rating

Terrible service! We arrived hungry to the resort and asked the front desk where we could get something to eat. A front desk staff member pointed and said go to the resort next door for a buffet. We walked in the hot sun only to be told that the buffet was closed. Hungry and with a headache, we went back to the front desk staff who tried to spend us back to the other resort. We refused and demanded that someone tell us where we could eat. Finally someone told us that the buffet in the resort was in fact open. No apology for spending us on a wild goose chase. Check-in is at 3pm but we waited over an hour and half for our room. They made no apology for the inconvenience. I spoke with the assistant front desk manager.She said the room is ready as though that was sufficient. The front desk and management are horrible and aren’t helpful at all. This is our first time here and definitely our last time! They don’t seem interested in helping the guests. This is a huge resort and getting around is difficult. The front desk didn’t offer to orient us to the resort or give us a map. Dinner reservations end at 3 pm but the front desk didn’t bother tell us as we waited hours in the lobby. We weren’t offered a welcome drink and had to ask for water. No refreshing towels to wipe your hands or champagne when you into the resort. We only found out about dinner reservations because we inquired of a bellman how do we make reservations. After failing to tell us about reservations, we were told we had to eat at the buffet! This staff absolutely doesn’t take pride in making guests happy. I asked to speak with the GM, Juan, but the staff refused to allow me to speak with him. The rooms are dated, dirty and straight out of the 1960’s. The rooms are 1star which matches the lack of service at the front desk. The floors are filthy in the rooms. There were no slippers, TV remote,or face towels in the room. I asked for slippers because the floors were too dirty to walk on barefoot. The food is like cruise ship food at best. There is no turn down service. If you are accustom to five star service, please don’t come here. The only reason we aren’t checking out and going to the Excellence Riviera, Joila Iberostar or Secrets Akumal is because we are here for a Joe Dispenza conference. Can’t wait to get out of this place! We are in Room 2171, if the GM is interested in contacting us.

We have travelled alot and this resort was absolutely stunning. The staff is very nice, attentive to all your needs, the cleanliness impeccable, the entertainment for the kids and adults is amazing; they have water slides, arcade, bowling, go carts and more; for the adults the casino, the shows, the disco and more. The food is amazing! They even have there own mall. The market with all kinds of artisan products is very nice. Definitely will be back again.

Funjet loves this place because they get the biggest comission.....Well to start the food is some of the worst we have had in Mexico. Reservations are so outdated and pants and collared shirts for men when women are half naked in 95° weather is ridiculous. Not to mention paying $895 for premium upgrades to not get premium upgrades is just a scam. The bartenders dont care if you are premium or not you get what they give you. Also we booked 2 bottom floor rooms and got 3rd floor rooms took a day and a half to get 1 room changed. And no compensation what's so ever. The bartenders are so extremely rude

The bathrooms were very poorly maintained and the smell of raw sewage made it so I went elsewhere to use the bathroom. I showered once in 4 days because of the smell.

This place is old and has a mold problem. Our room was stinky. The bathroom hasn't been updated since ever (built in 1970). Conference rooms have mold so everyone was getting headaches and stuffy noses.