TripAdvisor Traveler Rating

Please PLEASE stay far away from this hellhole. The facilities, while very well constructed and seemingly luxurious, are purely a mask to cover the absolutely disgusting qualities underneath. The food and beverage program at the entire resort is appalling. We ate at the beachside buffet and bar, El Dorado steakhouse, Portofino, Bravo, Hacienda and El Gran Azul, and BRAVO, and they were each horrible in their own way. We also had drinks at several poolside bars and ordered in-room dining. The breakfast buffets, compared to the a la carter restaurants, are not as bad, but definitely not up to par for anyone who enjoys eating. I was genuinely shocked by El Dorado, Portofino and BRAVO; I'm talking severely overcooked steak and seafood, reheated sauces, and just overall extremely processed and CHEAP ingredients. Think middle school cafeteria quality food. Menus were covered in pen/ crayon/ pencil markings, were sometimes ripped or had a greasy residue on them. Dining areas were often dirty, with food on floors, unkempt salad/ appetizer buffets and lit up like a classroom. The service from certain departments was exemplary, while some were pitifully bad. the bellboys/ taxi drivers were all wonderful, as well as the women who checked us in to our rooms. The spa and their customer service was also nice. The F&B service was hit or miss - we met an extremely nice man, Lio, at El Gran Azul, and he was very accommodating and empathized with our experience. I also find the hosts and hostesses to be very on the mark. Overall, we ate so little that we would be genuinely hungry each day and gorged ourselves during our few ventures off the resort; I lost weight on this trip. The worst part of the entire trip came on Day 2 of our stay. We visited the pool at the Colonial side and tried out the inflatable obstacle course. My friend slipped and fell on her arm, which she later found out had been dislocated in the accident. She had to be transferred to the hospital outside the resort and was told by service management that they would accommodate her transfer back to the resort, and that they would be waiting for her to help her for the duration of our stay. This did not happen; instead, upon her return to the resort, after trying to cancel our reservation for that evening, I was met with push back, even after describing the day's events and pleading for some kind of grace. We could not push back our reservation and had to walk in without one. I was pretty put off by the lack of understanding from their team. For the rest of our few days there, my friend did not hear a peep from management about her injury. Not a phone call to check in, not a visit from the manager, not an email from anyone.... crickets. The fact that they had promised to check in on her and 'take care' of her following her injury and then became all of a sudden very hard to get in touch with was extremely off-putting. One of your guests has been painfully injured while on the premises, and you don't care enough to make a simple phone call to check in? I work in hospitality; I'd be ashamed if one of my hotels failed to reach out to an injured guest. In fact, my friend - who was now forced to use a sling for the rest of our trip and miss one of our excursions - was given the run-around by the guest service team! She'd call one person, then get redirected to another, and then another. It was extremely frustrating. Then came the final day. My friend was told to talk to guest services upon check-out to discuss removing our restaurant charges, particularly for the abysmal experience at BRAVO, where we encountered the most rock-solid, overcooked lobster we've ever seen. The front desk directed us to the concierge, who then tried (of course) to direct us back to the front desk. We put our feet down and demanded the charges be removed, trying to express without anger our frustration. We then were faced with the worst, most passive-aggressive hospitality serviceman I've ever had the displeasure of meeting, named Milton. He gave us no apology (in fact, Omar at the concierge desk was the ONLY apology we had received for any part of our experience other than Lio), and looked down on us with zero empathy, trying to serve us the 'agreement' we had signed stating that no refunds were allowed. However - the agreement only stated that we had to cancel the BRAVO reservation within a certain timeframe before the dinner, not that we couldn't receive a refund for poor service and food. On that note - we were also served with a Waver form that my other friend had signed, stating that they were not responsible for any injury incurred on the obstacle course. The friend who signed the waver was not the friend who had incurred the injury, however. She now has a fractured shoulder and multiple torn ligaments, and she'll need six weeks of physical therapy and will need surgery if it is dislocated again. You'd think that under these circumstances and CLEAR grounds for litigation, the resort would have extended us a bit more kindness. A few additional notes: -We had two rooms, and each of our showers each went through a period of not working, as in no water that afternoon. -One room was missing a coffee machine, and the other was missing sugar/ cream packets. Coffee pouches were not routinely replenished each day. -There was no ice maker in our building, and I had to go to the neighboring building for ice. -The in-room dining food still makes me sick to think about. Imagine pizza on a crunchy tortilla, flavorless cheesecake and guacamole drowning in lime juice. -Liquor is MOST DEFINITELY withheld at every turn. Unless you specifically ask for extra liquor and watch the bartender making your drink, you will not feel any effects of alcohol. Would not be surprised if they're still watering down their liquor. -Drinks were drowning in syrups; the sweetness was overpowering. -Drinks are also not made to any standard; one day, my friend ordered a pineapple daquiri and received one made with fresh juice. Ten minutes later, I ordered one that came from the gun behind the bar; I could not finish it. -There are men selling vapes walking along the beach all day - I mean dozens of them - and one of them offered to sell us drugs. The only redeeming qualities of this resort were the spa - which is incredibly delightful, huge, and very relaxing. The juice bar and hammock garden were amazing. Lio was also a great person to meet in El Gran Azul. When we met him, we felt like we weren't all going crazy! Overall, I want to stress that this resort is a piss poor example of what is to be experienced in Riviera Maya and Cancun. DO NOT go for the all-inclusives and look instead for other local accommodations. The people and food we experienced outside the resort were incredibly kind and hospitable to the point where we dreaded our return to the resort. The only thing I want from this review is to warn others and to perhaps receive a GENUINE apology from management - not a copy/paste response on a review board. We should have been compensated for our hellish experience, and anyone who went through what we did would agree.

I’m a Cancun regular and have stayed at various resorts but I will not be returning to this one. 1. Food - the food is very very bad. It’s really hard to find a decent option at the buffets. They are regularly understaffed and will have very few cooks for the amount of guests that need to be served, this is clearly a management problem. 2. Staff - wait staff and lobby bell boys are very condescending. At Olas, you basically have to hunt down a waitress and they are not attentive or pleasant. The bell boys at the lobby do not want to help you with carts or know anything (which is ridiculous considering how large the resorts are) when you ask them to point you in the direction of X place. The good: - Housekeeping is very good! Bar tenders are great - especially the ones in the White Sands side of things.

The good: The property is stunningly beautiful and well maintained. The grounds are lush and full of local wildlife that my family loved to watch. There was a cat that hung out by the room that came running whenever I psspsspssd. The a la carte restaurants were delicious. The staff was very friendly and always busy cleaning something. The beach was near perfect with regular raking and removal of seaweed. Tropical drinks made me very happy. The bad: The wait staff, while very nice, was not attentive. We went entire meals at the buffet with empty water glasses. It was very frustrating. The ugly: I mentioned wildlife earlier. Lots of it. Watching coatis rifle through people's things at the pool was entertaining. Being watched by raccoons mere feet from our dinner table at the beachfront restaurant was not. This New Yorker is no stranger to racoons. These things were bold! They walked right on up to tables full of people trying to steal food. My daughter was terrified and wanted to leave the restaurant. It gets worse. I'm writing this review while lying in my hotel bed. I woke up to the sound of crunching plastic on the table below the TV. I turned the lights on to find a mouse running across the table and UNDER THE BED! I had seen droppings on the floor earlier in my stay but hoped they were tracked in from outside. They were not. I know I'm in the jungle and critters are everywhere, but the thought of sleeping with a mouse all week makes me nauseous. Thank goodness I check out today!

Me and my cousins had a very great time in the Jr. Club. There is cery fun arcade games, air hockey, and there are xbox's we could use. Benjamin was very nice and showed us where everything is and made us very comfortable like we were home.

The double beds in kantanah are awful for two adults to fit in comfortably and have me a bad back. We are not over weight so just need to provide a larger bed. God knows how people who are larger would cope. Getting restaurant bookings for large group eight to ten was very difficult and some restaurants like Japanese would not take a booking for over five. This meant we did not get to do half the restaurants