TripAdvisor Traveler Rating

Alberto, our Platinum butler in building 15 gave superior service. He was very friendly, attentive, and always smiling. His excellent English language skills facilitated clear communication. I hope that he is available for our next visit.

The food was just ok at best. We had dinner reservations every night (that in itself was a chore) except our first night. The food was better when you ordered from a menu (vs buffet) but still less than average. We’ve been to quite a few all inclusives in Mexico. The crepe station was a huge hit with the kids at one of the lunch buffets! The beach was disappointing due to the giant, slimy sand bags (so no waves or beautiful view), the sea weed, and the sewer smell in one spot. We had problems with getting our room cleaned. They came very late in the afternoon every day when our young child was napping and we were starting to get ready for dinner. We were in a deluxe family room. They only cleaned our room once in the 5 night stay. We had to call and wait for the essentials every day (i.e. towels, wash cloths, toilet paper, tissues, bottled water, etc). It was an unnecessary hassle every day. Even had a lead housekeeper be rude when she only gave me towels, no wash cloths. Told her we also needed 5 wash cloths. She got me 2. Told her again there are 5 of us. She took forever, waited for elevator to go down 1 level when we were standing at the stairs, and was very rude when she finally handed them to me 10 minutes later. I stood there and waited. This all happened AFTER I had called the front desk and told them we needed FIVE towels and FIVE wash cloths. Again, this was an every day struggle. All of the pools at all 3 resorts were freezing cold! The weather was perfect, but it took forever for people to get in the water and we were still cold once in for a while. Never experienced that anywhere before. Servers were hard to find for a drink and took forever once you ordered. We just got our own drinks instead. But they were friendly and working hard. Just not enough of them to keep up. Room was nice and clean. Pillows were stuffed way too much! Hurt my neck to lay my head on them so I didn’t use one. We had a blow dryer in our room. Toilet easily clogged and it ran the entire stay. Plumber fixed the clogging but not the running. Fridge barely cooled anything. Adjusting the setting on the back didn’t change anything. We had them come look at it, but nothing changed. Grounds are beautiful! Pools are clean! Pool slide and cliff jump plunge pool were awesome for kids! The slide can be dangerous… we heard someone put baby oil on it and it was SLICK. Saw one kid get hurt by hitting his head at the end. The next day, it was normal speed again. The chairs in the shallow water in the pools are great! There are lots of umbrellas for shade when you want it. Just get up early to make sure you snag a decent spot. Hammocks were a nice touch on the beach but not setup right to actually lay in. The middle section was taut and the outsides hung down loose. Needed to be the opposite! Our golf cart (that we had called for) never showed up to our room the morning of our departure to transport luggage to the front. So we had to take it all ourselves. The daily activities and entertainment were great for kids! Our favorites were the inflatable obstacle course, the foam party, and the kids’ disco party. Room service was way better than I expected! It says 24/7 room service but it’s not. It stops at 6:30am and starts again at 11am. There are no breakfast items on the menu. The morning of our departure, we ordered off the room service menu at 5:30am since we would be leaving before the breakfast buffets opened at 7am. Since there are no breakfast items, we just ordered fruit plates and sandwiches. It was actually pretty good. The snacks are very expensive in the giftshop by the pool… like $14 (USD) for a small bag of Doritos. I recommend getting a taxi at the front desk and going into Puerto Morelos to the grocery store for snacks. My husband did this so we had plenty of snacks for the kids throughout the day. It would have been a pain to hit the buffets during the day just for an afternoon snack. My husband also found vending machines at the marina (at the edge of the beach on the El Cid side of the properties) that were normal prices. The map makes the properties seem really spread out, but our room was on the far left of the map (El Cid side) and walking all the way to the far right (far side of Ventus) for breakfast was not far at all. They have some wildlife areas that are fun for kids to look for crocs and turtles. We had a very friendly cat outside our building and our kids looked for her every time we walked by. She was very spoiled by all the guests. The staff was great about opening and setting up the HUGE umbrellas at the pool as well as the smaller ones even down on the beach. The family jacuzzi is awesome if the water in the pools is just too cold. But it fills up quickly! You get towel cards to exchange for towels by the pool. They tell you that there’s a charge if you don’t have all of them at checkout. Make sure you count the towels or cards they give you when exchanging because my husband and I were both shorted towels or cards but we noticed it before walking away. Overall it was an ok stay, but we would not return to this resort based on other all inclusive experiences in Mexico.

We have been coming to the resort for many years- the past couple visits we have requested the same butlers Arie Mendez and Manuel Diaz, they are very friendly and treated us like family. They both go above and beyond even before we get there they help organize things. They are very good at finding us on the resort daily to make sure everything is good and making sure we have everything we need. My youngest son was also with us for the trip, he is 14—they also made sure everything was good for him and if he needed anything. The fridge was always stocked with his favorite drink: “Fanta” I planned a surprise birthday party for my friend they helped organize the private room and had it decorated for us it was a very nice touch. After dinner we had a private tequila tasting with Willy- WOW it was an amazing time. The food at the restaurants was amazing always fresh and delicious. We went to breakfast every morning at the French Restaurant where we always have Marco as our waiter. He always brought us a special drink with our coffee. His service was amazing every day he had the table ready for us when he saw us walk in. When we went to the adult pool “ RUF” we were greeted by a very nice waiter, he was always smiling and made us feel at home right away, he would bring us welcome shots…. Well he knows what we wanted right when we walked in. everyone in the pool knows who Abraham is and his amazing service and drinks. The nightly shows are very good The best place for lunch is the A Akat restaurant. The soup is amazing!!! Almost went there every day. Our stay was great and the staff at the resort was fantastic. the room was always perfectly maintained. Everything was perfect from the weather, food and rooms. We will be back soon!!!!

Ventus the newer resort is okay, I would rate it high only for the way it is made very clean pools and relaxing space.. however the service is bad. The room we got checked in was upgraded with a walk in pool. Pool was only 3 ft deep which made no sense to be in if you are an adult. The toilet plumbing pipes was noisy, made weird sounds we had to call a technician. The TV stopped working on Day 2 we had to call a technician for repair who then fixed it crooked. Be aware ..dinner Reservations for a good time day like 6:30 onwards until 9:30 mostly kept for club members, not for others so very exclusive! You’d get it only either very early or very late. Not good. The buffet food is not that great either, they repeat same menu every other day, nothing new! Their desserts taste pretty much same! Again nothing new, honestly I have eaten better desserts at other resorts. Their management sucks! Even some of the staff will look at your wrist band and treat you accordingly… lol …. Plenty of mosquitoes in the evening, and they don’t even have extra repellants at their lobby.. unbelievable! Maybe only saved for club members ?? Altogether a VERY EXCLUSIVE RESORT FOR AN ALL INCLUSIVE PRICE!!!!!! I wouldn’t recommend this place. I would rather go to a smaller resort with better services. Oh and yea the beaches managed very poorly, lots of seaweed! I guess they are focused on just their club members .. lol and train their staff accordingly !

Great place. Pools are clean! Food is great, lots of selection! Beach isn’t the best (rocky) but can walk to a nicer section. Rooms are clean and spacious. Two shows each night 8:00 and 9:00. Great for kids. This was our second visit. This time they did charge a resort fee at check in who can was new and unexpected (approx $120 for 7 nights)