TripAdvisor Traveler Rating

We had issues with our room (Diamond Club) throughout our stay, however our butlers, Ivan Gomez and Enrique de La Rosa, were excellent and did everything they could to rectify. Majority of staff were friendly and helpful, in particular our Butlers and Omar the poolside waiter.

Huge disappointment at the food, buffet lacks of food options and protein. Service has been the worst compared to all hotels we have visited in the area. Their main priority is to sell you the diamond and prime membership instead. And lastly cleanliness is not what the hotel advertise and for the price we paid. All the time there was hair in the pool. Hallways were always full of food trays of room service from day before. It’s a shame because the hotel has a lot of potential and a great water park but is not being well maintained. Will not return ever again.

Arturo was absolutely fabulous and took care of a table of 18 while all of the other chefs had a table of around 12 patrons. He was so fun with the guests and was very personable! This was by far our favorite experience of the trip so far, so thank you Arturo!

We were traveling as extended family of 18 ages 4-67. The resort is pretty. The pools were great and had no issue getting chairs( but we were early risers). Rooms are nice- had an issue with the A.C. And they came twice to fix but never really did anything but check the temperature from the vent. Asked for a new room and they took care of that when they said they would. That room had a bad odor- smelled like mold but just not sure . Food was not good and very disappointing. Very hard to find food for kids. The burger food truck came to the rescue a few times. Sports bar ran out of food several times after we ordered and some of us got our food and others were told there was no more? Strange. Zen, Agave and Grazie were pretty good. The servers were fun! Drinks were disappointing as well except for the bartender tucked away in Shaken, a bar by Agave. He is amazing and his drinks were off the charts. You have to wait a bit as he is the only bartender we saw but worth the wait! We enjoyed our time together but wouldn’t go back because the food issue was stressful due to the app running hot and cold. You really need to research which restaurant is open when. My daughter finally went to guest services and they helped her get reservations. Kids really had fun at the Waterpark. There were quite a few activities at the pool everyday. Kids also enjoyed the circus and bouncy houses one night. Like I said, as a family we enjoyed our time but too many food related issues causing stress for the kids.

Guillermo from Zen Hibachi restaurant was the best service we received on this trip. He was funny, kind, and put on an amazing show.