TripAdvisor Traveler Rating

This resort exceeded our expectations. It was beautiful, clean, and safe. We traveled with 11 family members between the ages of 10-76. The tweens/teens were content to spend all day in the pools and on the slides. The ridiculous amount of seaweed prevented our wanting to go to the beach at all but we knew to expect that. If beach is important to you, definitely avoid this area during June. The buffets were good with enough variety for mostly everyone but it was lacking in gluten-free options. None of the specialty restaurants were amazing so don’t stress if you can’t get reservations. Staff were friendly and responsive. The grounds are really pretty to walk around but you will walk a lot so keep that in mind if that’s a problem and you might choose a smaller resort. The tropical setting is lovely but bring ear plugs if you want to sleep without hearing the peacocks screech all night. The only negative experience was the on-site doctor, which one family member needed to see before they could be transported to a hospital for emergency care. He really slowed down the process and likely contributed to a delay in getting necessary medical care. Hopefully, you won’t need to encounter him.

Spent a week (17-24 May) with 9 family members ranging from 3-80 years old. Pools - not overly crowded as guests were spread out among the various pools. No issue getting lounge chairs prior to 10:30. Sure being non peak season was main reason Food - as with any resort we have gone to, food quality/taste varies. Overall easy to find something that was very good. Staff very helpful in meeting dietary needs. One family member is Vegan and one diary intolerant. Steakhouse and Greek restaurants very good. Have seen range of comments ref the Japanese restaurant. We had a very good experience as our Chef was very entertaining with some table mates adding to the experience with back and forth banter Shout out to Fabiola in the Star Cafe in the Maya lobby. Very friendly and after a couple of visits she knew what three drinks we were going to order We did not use room service but would like to have seen an option to order a continental breakfast. Room service was from just 11-11 Staff - very friendly and for the most part able communicate in English way better than I could in Spanish. The golf cart drivers were great. My wife has an issue with her mobility which made it a tad tough to get off and on carts. Drivers were great in assisting her and a couple ended up getting a box so she could use as a step. Also they would get us as close to our room as possible in order to minimize her steps. Carts would run about every 10 minutes so no long waits Check in/check out. Very smooth Drinks are water down a bit but still refreshing. Pool and Beachside servers were very attentive Was everything perfect, no but no reason to nick pick when the overall experience/ atmosphere is positive

Beautiful resort and friendly staff. We picked Maya for the restaurants but we were unable to get reservations for two of the restaurants during our entire stay. We wouldn't have spent the extra money if we knew we could not utilize all they had to offer.

We booked our rooms 6 months ago, and family trip of 15 of us from SW Michigan. We've spent days looking online at reviews, options and other properties, and this seemed to fit the best. So disappointed. The staff experience that we had at check in, was decent for 1 of our 4 families. This is the end of day 1, of a 6 night graduation, birthday, vacation for us all. I understand that there will be some concessions to deal with due to the climate and location. Taking that out of the equation however, this place falls flat on its face. The only 2 decent restaurants on property, have 0 opportunities for reservations in 6 days to either of them via the app. And no, we weren't thinking we would get 15 of us, this was for groups of 3. You literally can't get 3 people in for a reservation in the span of a week, to EITHER of the decent dining locations. First day consisted of middle school lunch fries and hot dogs at the beach with weak and watered down drinks, followed by an abysmal buffet trip. We aren't expecting 5 star cuisine by any stretch of the imagination, but flavorless , undercooked food? A homeless shelter would be embarrassed to serve this. We have heard the secret to getting a reservation is to go to your buildings concierge, and tip them. We had a concierge at our building for 5 minutes today that I saw. The rooms for the timeshare owners, staffed quite a bit more, with 2 for most of the day. They offer a "shuttle" of sorts, they have multiple color lines to get you where you're wanting to go on the property. If you're in Maya, the orange line is not running, meaning you're hiking wherever you choose to go. We have an injured party, and this has been a huge downfall, as a 10 minute walk is unbearable, and to constantly be doing it to get anywhere on the property, is just cruel. The solution given to us by the facility? Plan multiple trips at once to mitigate the amount of walking. The drinks. As someone who rarely drinks, I do have the ability to taste alcohol, nearly in an amplified way. A small amount, seems very generous. The drinks I have had since being here, haven't had the flavor of alcohol much less the effect of alcohol, at any of the bar locations. I have no other way to justify it than a weak pour, or an altered supply. We used the pool this evening, and it was amazing. That so far is the highlight, but after walking by the "water park", you have one slide structure with 6 options, a pirate ship, and there's a wave pool. This will entertain most children for 20 to 30 minutes. I'll add to and edit this review as necessary, but for now? I'm very displeased.

Least favorite AI I've stayed at. Our room was infested with cockroaches. We had 8 during our stay (2 the first night!) and the staff did finally come and fumigate but we kept getting them afterwards as well. The ONLY reason we got a restaurant booking was because of the cockroach issue we had. No restaurant reservations available even though they are nearly empty every single night when you walk by. I asked concierge and they told me they were understaffed. So why the f*** are they booking so many people to stay if they can't handle it? What a joke. Lazy river was closed 2 entire days with no explanation. Buffet food is Golden Corral quality. Fruit was about the only thing decent. I can get better tacos back home it's really quite frustrating. Tacos at the beach were barely any better. Drinks are way too much sugar and hardly any alcohol, even when asking for strong/double. I've had better shows at budget tier hotels. Grounds are beautiful and are about the only redeeming quality. Much better options exist at this price point. They could really use more shade areas near the pool as well. Especially the kids pool area. We stayed at Maya but the Del Mar side was even worse. They should increase staffing or decrease guest reservations. Clearly they are not capable of handling everyone.