TripAdvisor Traveler Rating

I have had a fantastic week at this hotel. I’ve been totally looked after by everyone and the service has been excellent. I booked Privilege and spent a lot of time in the privilege lounge. Definitely worth the upgrade and special thanks to Angel, Jaime, Vitalino, Yasmin and Socorro for the wonderful food and service. I’d also like to thank Charley, my adopted Mexican son who was the loveliest pool guy ever. And also recommend a mixology class with the brilliant Jonathan, possibly the most knowledgeable bar tender I’ve ever come across. Thank you everyone for making this week so very very special

If you are looking to use/swim/walk on the beach then book a different hotel. Beach is not usable due to mountains of seaweed. The smell from rotting seaweed is awful, it can be smelled at hotel property. You are pretty much to using the pools only.

Extremely Disappointing – Beach Closed, Foul Smell Even Inside Suite, Poor Experience for Special Celebration We are currently staying at this hotel as a large group celebrating a special birthday, and unfortunately, our experience has been far from what we expected. We booked Preferred Club Ocean Front suites, expecting a premium experience. However, the beach is completely unusable due to massive seaweed accumulation, and this was never disclosed before our arrival. The smell from the rotting seaweed is so strong that it reaches inside our suites, making it uncomfortable to even open the balcony doors. This is not a minor issue — it’s a serious problem that has clearly been neglected by the hotel. We chose this hotel specifically for its beach access and ocean views, so it’s incredibly disappointing to find the beach closed with no cleanup efforts and no communication or warning from the hotel in advance. Other resorts nearby are at least trying to manage the seaweed. Here, there seems to be no action at all. This was meant to be a joyful celebration, but the situation has impacted everyone in our group. The lack of transparency and service is unacceptable for a resort of this level. I would not recommend staying here until the beach is restored and the hotel takes responsibility for informing guests honestly and maintaining basic environmental standards.

Terrible service from the point of check in, they make you sign the letter that there are seaweeds on the beach. The beach is completely unusable with mountains of seaweeds and terrible smell. Complaining is useless, they don't want to offer any compensation. On top of that food in a la carte restaurants is very poor, even the Mexican restaurant served us cold food. On our 3rd day we got water leak in the closet on all of our cloths. when I called front desk they told me something not understandable and hang up the line. Multiple attempts resulted in all hang ups, finally they promise to come in 5 minutes but did not come, I called again and hot hanged up on again. I had to drag my small son to customer service and only after that I got some service. Coffee in the buffet is terrible, but there is a cool coffee shop, it's the best part). I would not recommend this place to anyone.

Eiden, Angel, Arturo and Alejandro gave us the best service they're our favorite bartenders. They were fast, personable and friendly with everyone.