TripAdvisor Traveler Rating

The hotel is great with good food, kids pool and great service overall. But for us, a family traveling with a 6 and 2 year old the real gem was the kids and baby club. Alondra, Marvin, Abril, Karen, Lore, Jessi and Brian made sure that our baby had enjoyed her time in the baby club and they had tons of activities lined up for our six year old. On our last day our son made us promise that we would go back to this specific hotel nect year because of the kids club, and I am pretty sure we will!

This was fabulous! Rooms- clean, spacious and quiet Food- plenty of options for all tastes Beach- clean, spacious tons of seating Pools- clean, cool, swim up bar, need I say more! Activities- something for everyone A little over an hour to get there from Cancún, but with it! We will be back!

Ok….so before coming to this resort, I read pages and pages of reviews and I can see both the bad and the good sides of this resort. We booked our wedding here in April 2024 and went with a group of 43 people. The check in was an easy process and as far as I know, no one had any issues. There were some last minute flight date changes so we were worried the resort wouldn’t be able to accommodate us all a couple days earlier, but they did. They also kept us all at the white sands so we were thankful for that. Rooms- disappointing. Our screen door was ripped off its hinges so called about that and it got fixed. One side of the toilet flusher didn’t work, that didn’t get fixed. We never received any wash cloths the whole trip. Rooms are not even remotely sound proof. Beds aren’t very comfortable. Housekeeping did restock our fridge and minibar everyday though which was nice. Minibar only consists of 4 beers though so not hard liquor. AC unit worked well and blackout curtains were great. Food- buffet was pretty average, no complaints. A la cartes ranges from a 7/10 to 9/10. Our favourites were the tepanyaki table at the Japanese place, Helios (Mediterranean) at TRS, and my husband loved the steakhouse. I ordered a medium ribeye at the steakhouse and got a paper thin steak that was raw inside still. I sent it back to be cooked a bit more and it was brought back out about 1 min later and looked the same. I just gave up and ate it. The sides at the steakhouse are also bite sized. I thought I was ordering sides for everyone but it was only for me I guess because only 2 mushrooms came out with the side of mushrooms. All in all the a la cartes were tasty and worth the reservation. For making a reservation though, you can only do it for up to 2 days in advance and get it done early in the day or the spots fill up. Lastly, DO NOT eat at the sports bar. For the love of baby Jesus do not eat there. The potato skins is a baked potato, barely cooked and cut in half with some sprinkles of cheese. The food is laughable. Service- I’ll be honest…it didn’t seem like anyone gave a **** about customer service. Most of the staff acted like they hated their jobs and were annoyed by having to help you. The wait at the bars was ok, not too bad but not great. Pool bar service was slow at the white sands pool. All the drinks were made really well though and they didn’t seem watered down at all! Pools and beach- pools were all great. Colonial pool is much busier and harder to get a chair at. We stayed around the white sands pool and made our own party and there were plenty of chairs for us at any point of day. The beach was lovely aside from all the seaweed. There was a tractor doing laps up and down the beach to pick it all up but he didn’t even pick anything up the whole time, just did laps. Sand was white and beautiful though. There was rarely anyone sitting on the loungers at the beach so it was easy to grab a bunch of them and put them together. Unfortunately there was never any beach or pool service. We never saw a single server walking around to get drinks so you have to walk to the bar if you want anything. Wedding- wedding planner was frustrating to speak with during the whole process because she had a response rate of about 2 weeks so very difficult to communicate with. Somehow everything came together on the wedding day though. The photographer was wonderful! Unfortunately it rained on our wedding day so we didn’t get much for wedding pics outside so that was kind of devastating, not the resorts fault though. All in all, the wedding day was a success! Would probably consider this place to be a 4 star resort at best, not the 5 stars they advertise as. Probably wouldn’t come back here, wasn’t worth the $2250 we each paid but was still a fun trip due to the people we came with.

I highly recommend the food and the service was wonderful. I was born in Massachusetts and over my years got married and raised a lovely family I can call my own. We have started traveling and have visited a few very nice spots, but boy does this take the cake. We found this place online and I jumped up out of my seat and said Yee-Haw! I knew at this moment where I wanted to go this upcoming vacation. After booking this place and arriving here, we took the first couple days grubbing on some half-ass food from the Nest and the Hacienda, and spent the days looking for raccoon monkeys and iguanas. Funny story, my husband actually fed the raccoon monkeys in our pool at the hotel! Imagine that! Bamboozled!!????. When we stepped into this establishment, we were greeted with a red carpet, golden chandeliers hanging from the ceiling, and some A-Okay waiters. I ordered the ravioli and more importantly my better, oldest son ordered the lasagna, which, I quote. “Is to die for!” Extravagant! Gobstoppers! We ended the chow session with our lovely waiter high-fiving us all and sending us on our way, what a fella! Can’t wait to go home and talk about this one experience, and nothing else we did on the trip. Hopefully my plane doesn’t crash on the way back home! I’m going to piss off my family when I get back and tell them all about my sons lasagna! Cheers mate! ?? ?? p.s, I am better than all of you

Beautiful resort hotel in a lush / jungle setting. We are a part of Travel Club, visited other properties, but I believe this one is by far the nicest. Some of the units are somewhat aged but very serviceable. Restaurants are impeccable, food is excellent. Ample room on the beach.Check in and check out process was good. Honorable mention to Joao and Andrea who made our getting in and getting out process streamlined and pleasant.