TripAdvisor Traveler Rating

My husband booked this trip as a gift to me for Christmas. We went in March 2024. I'd love to lay out a pro/con list for you, but unfortunately I would be grasping at straws to even add 1 thing to the pro list. Upon check in, we were informed because we took a red eye and landed at 7 am and check in is later in the day, we could pay a fee and get a bracelet but there would be no room available until 3 pm. We paid a fee of 325 pesos per person to get a bracelet and once we paid it magically a room became available. It should of been our first sign that there would be trouble. We were given no map of the resort and basically had to stumble around and figure it out, which we did. The pools are an absolute joke. I don't understand why the swim up bar is attached to the family pool. We had multiple drinks ruined from kids splashing and fooling around and it was jam packed. The other pool was so cold, even us Canadians couldn't handle it. We even watched a child stand on the edge and pee into the pool which wasn't pleasant to witness for multiple reasons. We were located on the second floor right under where the live music was every night. It started at 9/9:30 and went for 2 hours. It was so loud even with the door shut that we couldn't sleep before midnight every night. This leads me into the most frustrating problem, the chair game. If you don't set an alarm for 5 am to reserve a seat you don't get one - because we're polite canadians we thought maybe we could find one and not reserve as that isn't allowed but by day 5 when we still hadn't got a lounger, we finally did so and had our stuff moved and someone took it. Day 6 we reserved again with personal items and had our umbrella stolen. It's a fight club to get any seat or umbrella. They say the beach is private but you have locals still coming in to sell items on the beach. In fact, we were even offered cocaine or weed on the beaches one day. This brings me to my final point. There was so many locals, some with or without children, that no one spoke any English and we were often snubbed because the staff could speak to the locals easier than us. Not to mention, the level of disrespect we had from the locals was nothing I've ever seen and this was my 4th trip to Mexico. This was my husbands first trip to Mexico and we will never go back. I have more to say but I'm not allowed as I've capped my word limit. Avoid at all costs.

We upgraded to a room that gave us access to the Ekinox Bar and Terrace and it was 100% worth it! We would have otherwise been unhappy with our choice of hotel. The rooftop area was the only spot with sun before noon and it was completely empty most mornings when we arrived around 10 am, so no fighting for a spot. The bartenders are attentive and super friendly and make great drinks. Buffet food was average. The Italian restaurant was pretty good and decent sized portions. The Mexican restaurant had good guacamole but our main meals were quite small portions and average taste. Nightly entertainment was good, but if you’re not down there watching it’s extremely loud in the room until the show is over. Our room was nice, comfortable bed and beautiful view.

I stayed a few days in this hotel and I had extreme relaxation, the sea is beautiful, the attention and the food is incredible, there is too much variety of food and the room was too comfortable, at no time did I get bored because of the variety of activities that one can do, I was able to finish the books I had with the wonderful sight and sound of the sea.

The hotel was amazing, the food was delicious and the customer service is very good, the facilities are perfect since the rooms face the sea and you can see the sunsets from the comfort of the room, they have a variety of restaurants and a cafeteria in the afternoons and snacks, the shows are fun and very good, along with the activities of the entertainment staff

Worst hotel and dining experience we've EVER HAD! From the second we arrived, we were treated 2nd class. We were assigned a dirty room. When I immediately contacted the front desk he told me I "left the do not clean' sign up - Thus confirming that the maid didn't clean between the last party and our arrival. The wood was hardly edible. There was major cross containmention between cold to warm and hot to cold. Rule #1 basic sanitary conditions couldn't be followed. I can't update the poor hygiene by saying it was good. I sincerely felt bad for people who didn't have a rental car and were forced to eat the slop which DID give my mother food poisoning. Your time at the beach or pool will be ruined if you have an ethical bone in your body because these folks do NOTHING to prevent clientele fighting over "saved chairs." We went without food to not lose our chairs when the manager heard this, she gave us passes to private adults pool deck. It would have been nice if we didn't witness a man near break his neck when he slipped in front of the jacuzzi. All around the property was dirty, dangerous hazards were too many to count, food poisoning and handling of ice is very real. Ultimately I told my mother "At this point we won't remember all the details of this awful trip. We WILL remember how they TREATED US ." - They treated us terribly and keep asking for reviews. I tried to post one before but it's as if you guys refused to believe it could be 1 star. Should be zero stars