TripAdvisor Traveler Rating

Complete and utter failure for an “all inclusive hotel.” Arrived after a long day of travel at 4pm to only be food option. The wait for food was over 2 hours. We were starving and there is nothing they could do as they only had one place open in the entire giant resort. The lack of staffing, urgency, planning or customer service is staggering. I have been to Mexico so many times and I have never had such a poor experience. I felt bad for the staff having to deal with so many angry customers, which is undoubtedly the result of very poor management and lack of planning.

No towels for thousands of guests. That alone is a major operational failure. This was our second stay, and I genuinely wanted to leave a positive review based on our prior experience. Unfortunately, this visit did not meet expectations. During our stay, the hotel ran did not have towels for guests. We were told a machine had broken, but there was no visible backup plan in place. For a resort of this size, especially during a peak New Year’s period, that kind of gap in basic operations is concerning. It felt like attention was heavily focused on New Year’s events, while essential guest needs were overlooked. Because of this, the overall experience was noticeably worse than our first visit, which is disappointing given how much potential this property has. I hope this was an isolated failure and that stronger contingency planning is put in place, because situations like this shouldn’t happen at a resort of this scale.

room did not have bathroom....they went with open plan. meaning rooms only suitable for solo traveler but even that means curtains need to be drawn as stepping out of shower you are visible. also window that used to be in bathroom now allows light from outside to flood in making sleep difficult. airconditioning does not go below 23 degrees

Rooms : our room was double bedroom and we were happy with it , I give 4.4 stars. Food : it is our concern , buffet food quality was extemley low and low variety, 6 people out of four famikes in total of 14 got sick, Just 4 nights resturant reservation pushing you to that buffet, 3 stars Ground: clean and nice Workers: so friendly 5 stars Check in : so fast 5 stars Pools : good 4.5 stars Entertainment: average 4 stars Location : beach clean and Sandy but inside the water you need water shoes because of rocks. Distance from Cancun airport is far, 1.5 hours from cancun.

Beautiful resort. Beautiful beach. Very big with lots of walking but we enjoyed it. Only suggestion would be to have more buffets available as nighttime at the buffet is crazy. We went early each night and still very crazy. Food wasn’t always marked correctly