TripAdvisor Traveler Rating

I wanted so badly to love this property—the beachfront location is beautiful and the food was truly excellent. But the service failures were so severe and repeated that our entire holiday was overshadowed, leaving us sad, frustrated, and deeply disappointed in a brand we’ve been loyal to for years. At check-in, our room had no soap. We called twice and were assured it would be delivered, yet it never arrived. We finally had to walk to the front desk at 9 p.m. just to get a basic amenity. The next day, we returned to find our room door propped open and completely unsecured with no staff in sight—an alarming breach of safety at any hotel, let alone a luxury property. The resort also felt overwhelmed and overcrowded: extremely long breakfast lines every morning and pool/beach chairs “reserved” by 5 a.m., making key amenities virtually unusable. The worst issue was the mishandled airport transportation arranged through the concierge. Despite being clearly present and checked in with staff, the hotel allowed our van to leave without us, then refused to refund the prepaid charge and blamed us for the failure. We had to pay out of pocket for a taxi just to make our flight. Despite the lovely food and spa, the lack of basic service, security, communication, and accountability made this a deeply disappointing stay. I regret spending our time and money here, and unfortunately cannot recommend this property.

I tried to give this resort a second chance but it just lacks a lot to be desired. I would not recommend it to anyone under 60. The vibe is assistanted living without the assistance. The food is mediocre, overpriced, and choices are limited on the club side. The seafood restaurant didn't have much seafood to choose from. The activities are minimal. We had ants in our room everyday after cooking even though we put all food away ang thoroughly cleaned the counters. We notified the front desk on Friday morning and have been going back and forth since then. They supposedly sprayed 2x but still had ants. Ricardo, one of the managers, was very helpful by providing credit for meals for two nights. The bellman are all great!

Amazing and fun. Excellent friendly service. We loved Sahet and Juvilio were top notch. Sahet made our dining experience supreme.

I bought into this resort and it’s been the worst financial decision in my life. I’ve been going to Mexico since 2007 and this resort is the absolute worst I’ve been to. Seriously overpriced food and beverages. Rooms under stocked without basic hotel necessities like hand soap, bath mats, hair dryers etc. The food is sub par and expensive as f@@ck. Please heed this warning. Spend your money elsewhere. Do not put yourself through what we’ve experienced. Honestly worst angering experience ever.

Oliver at the bell hop is the best. Great service very nice and gave a tour of the property. At the pool Lupe, Omar, Daniella were very nice and the service was amazing.