TripAdvisor Traveler Rating

Top notch service. All staff go above and beyond. Our pool server, Raul was the best!!! We came for niece's wedding and everything was perfectly arranged.

This resort is a disappointment on all levels. I've traveled extensively throughout Mexico and around the world and this is the worst service I've ever experienced. I was at the resort with my whole family for 7 days for a wedding and only encountered rude staff trying to upsell you for any basic level of service. It is impossible to make any reservations at their "INCLUDED RESTAURANTS" they do not allow you to make them before you check in and as soon as you do, they say they only have space for 1 person at the Indian restaurant at 10:30pm. We were there for 7 days and tried in advance every day for a reservation and NEVER got one, they upsell you to a $60 pp per day package to be able to eat a decent time. The level of the food at the buffets that do not require a reservation is that of a 3* hotel. The drinks at the beach are diluted, the line for the breakfast buffet took an hour. It is nearly impossible to get a hold of any golf cart for transport, waiter for drinks, or anyone at the property and once you do they are extremely rude and unhelpful. Please if you are looking into hosting your wedding here DO NOT!! They upsold the bride and groom every second they could for things that were suppose to be INCLUDED at an all inclusive resort. The hotel changed their event venues last minute from the beach to a salon with no light, the wedding planners and officiant were extremely unprofessional wearing flip flops, with socks and jeans to a black tie wedding. The equipment they used was bad, you could not hear the officiant with the cheap microphone and speakers used. They paid for a wedding at the beach and were forced to host it in horrible inside venue (due to a small chance of rain, the hotel said that if any water even touched the equipment they would charge thousand of dollars) the dance floor was small, the hotel provided no floorplans to properly plan . Every services provided by the hotel from the food to the photographer was poor. The rooms are spacious but dirty, housekeeping only makes the bed does not pick up any trash, water bottles, nothing. The rooms are large but there is wear and tear on all walls. If the bride, groom, and guest were not so amazing, it would have been a DISASTER because of the hotel, staff, and wedding planners. This is not even close to a 5* experience.

Andres at Xtra Time was amazing! Had the whole back half of the bar and never missed a beat…everyone was taken care of in record time!! We will be back!!

Ricardo May at the family selection pool made our trip so enjoyable. He took care of us every single day, brought our daughters presents and was so speedy with every request. Highly recommend. He deserves a raise!

While the big things look good, the small details in the rooms aren't attended to. From the chemical spray like DDT to eradicate small ants to having a working phone or a working remote aren't something they pay attention to. Most important was 7 members of our family getting severely sick, including my parents, my granddaughter, my son, my niece, my sister, my wife and I. My parents are still recovering, and not sure if they will full recovery?