TripAdvisor Traveler Rating

There is a huge lack of communication between travel agencies and this resort things that were offered in my travel package were not things that the resort were aware of. So a spa package was part of it and I was told by the manager who on a regular basis, was nowhere to be found that for a courtesy he would give me 20% off when my package gave me a $200 credit to the spa. I said to him that wasn’t acceptable when I actually did find him two days later. As a manager of the resort one, he should’ve at least called my room. Something to at least acknowledge that I did ask for some thing, but I had to go seek him out. the other employees at the desk had no clue their English was very broken and could not communicate properly with me tried as much in Spanish as possible however, it still didn’t translate completely, so I was told to wait for him to come back. Which is not acceptable. When they close you inside of the resort, safety reasons yes however I felt like a prisoner. Also, how are you or beach resort that you cannot go onto the beach there’s just a pool. In order to get to the beach you have to ride a bike, walk, or rent a scooter and pay to get to the beach when you already paid to come to the resort that is on the beach. The website advertises activities that happen on the resort the days that I was there not one activity happened and I do know that there’s a disclaimer there that says due to weather and participation, events may not occur. However, there was no weather problem and if you don’t try to start some thing you won’t find out whether or not people are going to do it because there’s no sign-up for any of the activities. There was no posting of anything I just had to keep looking on the website nothing is posted not even where are your meals are etc. I also had a Jacuzzi in my room that didn’t even stop up so I couldn’t even use it. So what was the point of that and of course there is no one anywhere to be found to tell them this. I also had to ask for someone to adjust the fan in my room for it to work. I left the resort for an hour or two came back and asked if anyone checked on it and they act like they didn’t know what I had asked for when I specifically called for someone and gave them my room number. Overall, if you’re someone who just once to go fly across the country to sit at a pool this is the place for you. If you actually would like for proper communication to actually go on the beach and be able to have the food and be at the resort with the all inclusive likes so many other resorts that are on the beach that you can actually get to. they have such a beautiful view however, you cannot touch the sand. Not to mention even directions that they give you to go to the beach or go straight and keep going straight until you can’t go anymore and turn that’s not directions for someone who doesn’t know where they’re going to get to a beach. I am a first time solo international traveler however, this was not at all what I expected, and I am completely completely disappointed because it was for my birthday, and I would never go back there again, nor would I recommend anyone else to either.

Where do I start? I booked this hotel for my mother's birthday, and if I hadn't had some incredible experiences lined up, I would have been so disappointed. When requesting our meal be returned to the kitchen as it was cold, the waiter suggested the breeze outside was what had made the food cold. Sure, the breeze that evening was great, but I can assure you it didn’t freeze the mashed potatoes, broccoli and BBQ ribs on my plate. Even when the food returned, it was still lukewarm. So when people say the food is bad. They didn’t lie. You can expect lukewarm food that lacks seasoning. And for an all-inclusive, that’s shocking. What’s even more shocking is that the cocktails don’t even ease the blow of how terrible the food is. Clearly pre-mixed, but truly terrible. We figured out the best cocktails were either a tequila sunset or a rum punch. But for a country that specializes in tequila, the margaritas at this hotel were diabolic. The hot tub in our bedroom wasn't usable. The water was green, and even when someone came to "fix it", we still weren't able to use it. I saw online that the hotel offers a free shuttle to a nearby beach club, but this service is no longer available. It was disappointing as it was one of the factors that played a part in us staying here, but alas. Overall, this hotel's location is great, and Yarida and Edna at the spa were incredible. We booked a couple's massage, and they were truly amazing. I wouldn't stay here again.

Review To owner: Please find a consultant for: - Food consistency - Guest Communication - Resort Activity I really wanted to ove this place. The beds very comfortable, room clean, AC was working. Breakfast food was okay - same food for 6 days no change whatsoever. - Food the first day was buffet and cold. - Second day - Asian and the sauce was very salty - we didn't finish the food - Third day was Italian - food was okay but all their dessert from menu were not available and you only find out when you ask. No info in advance. They also don't know how to explain why there is no desert. Im fluent in Spanish btw. - Fourth day: Creme Brûlée was a pudim and when i went to talk to the waiter I was told that was Mexican style. (See picture). It was again Italian night. Same food as previous day. The "Greek Salad" was tasty but again it was not Greek. We ate salad everyday and very inconsistent from one day to another - totally different salad. (See picture) - Red wine is always chilled - Cheesecake was a simple cale as per picture. - 2 nights steak back to back. Recreation: - Non existent due to the lack of resources. - The Mayan ceremony was nice and meaningful. - Not enough chairs for the guests to seat by the pool. There were less 30 chairs for the whole resort. Spa The ladies were wonderful. No complains. The steam room was cold. The service was great 10:10 Room: - Internet didn't work 70% of the time for a simple phone call. - Shower water didnt have pressure and we spent 1 full day without water to shower or brush teeth and no communication on why this happened. When we asked them, they told us that something had broken. - We didnt have hot water for 3 days. - The phone in the room didn't work, the other couple the tv didn't work. - It took 5 hours to fill the jacuzzi and it supposed to be 40 minutes according to them. - Housekeeping arrives to clean at 8:30-9am knocking and waking you up. - No water 1 day in the whole resort. - No communication about the shortcomings - Phone didnt work the entire trip. We asked the reception to fix numerous time. Staff: - Freddy and George were the highlight. They should train the other employees. Most of them were friendly. They were amazing with drinks. We always felt welcome. - One staff was argumentative over the creme brule not being creme brule and he just shrub me off. The bike: You can take the bike which is nice but no process for guests. When you go get the bike they send you back to the reception to get a paper to fill out. Tulum National Park- I couldn't get because there was police with heavy artillery looking inside cars for water bottles. After you pass that there were guards charging 60 pesos to enter and no cards or dollar. - no where written down about the process. The beach- No access. I know you will see the beach and it is beautiful right by the hotel but no access and it has two red flags so you cannot swim. All beaches in Tulum is full of seaweeds. At the end of the road we were able to find a "beach" and it was beautiful. I have to say I am not sure if is new management or what it is but it is not worth the nineteen hundred ech for the week.

We loved the resort. Nice room. The service was great. No buffet lines. We were served every meal and every beverage. It is a ni e place to relax and enjoy the views. The staff were amazing. The food was great. Lunches and dinners were both delicious. I would go back any time without hesitation.

Resort needs TLC, only 1 restaurant with same food all week, NO Entertainment of any kind or activities, no where to sit in evening but in a small bar area with uncomfortable chairs! Enrique was the best in restaurant/pool area and went above and beyond