Para ser un hotel 5 estrellas deja mucho que desear...las medidas de covid muy ignoradas de hecho salí contagiado de ese hotel, filas para todo, un desorden terrible en los bufé. Horarios restringidos para uso de piscinas y los bares de las piscinas cierran muy temprano. Yo no volveré, no me gusto la experiencia
starstarstar Charles Barrios
Muy buen hotel pero hay mucha gente sin cubreboca y nunca les dicen nada al igual que los platos de el buffet que esta por el hotel daisy están con restos de comida. Sin contar eso es muy buena experiencia👌
starstarstarstarstar Valeria Mnz
Pretty descent hotel. Long and narrow property, with a large kids waterpark, green areas with wild life including resident monkeys, crepes, coffee and juice bar, assortment of restaurants, and cinema like theatre for shows. The beach is below average, with rocky entry and very little free lounge chairs. Has many pools including one very close to ocean.
starstarstarstar Eugene Beygin
I believe they over-booked this resort for the number of staff they have. The staff that did help were awesome but always seemed like they were drowning in the tasks because of the sheer number of people they had to help. Nice location and decent food but needs some maintenance. There's better bang for your buck in Quintana Roo.
starstar John B
Muy buenas las habitaciones einfrastructura pero el servicio es PESIMO. Todas las personas que trabajan en el hotel están para crear problemas en vez de ayudar. La comida muy baja calidad. No vuelvo y no recomiendo este hotel
star Susana Tobar
Lugar hermosísimo. La comida es excelente, destaco el restaurante Italiano y el Mexicano. Los empleados con muy buena disposición, muy serviciales y respetuosos en todo momento. Muy buenas las actividades recreativas.
starstarstarstarstar Laura Marcella Diaz
ROOM INVASION: on our last night we left for our scheduled dinner and locked up and checked the door and came back to our door wide open and stuff scattered. Someone had come in our room (not cleaning, that occurred much earlier). How did they get in? What did they want? We will never know because we called and called and called for security or someone to come but they never did. Such a scary experience.Outside of actually being afraid after that incident, the food was pretty mid and required racing to reservations at 9am that we never got. There were ants all over our room. Beach area was small and you had to get there super early for a seat.Nice facilities and has potential but terribly managed and unsafe.
star Ashley Williams
This place is horrible stay away.************ Stay clear or this place!!!!!!The wild animals alone is enough to drive you crazy/ not the mention the air conditioner didn’t work rooms smelled like funk and mildew and the water didn’t get hot the front desk could car less. The food was horrible and there was no air conditioning in any of the restaurants so needles to say you need several showers throughout the day.We stayed in swim up rooms had to be moved 2 times still no air and the smells was horrible. It’s really sad how this resorts did nothing to try to accommodate us. Worst trip I’ve ever been on! Please don’t be fooled by the photos! Spend your money some place else. Not to mention staff not the concierge cared about the visitors and their needs.
star Shelly Mcgowan
It was a beautiful resort. There is a lot too keep you occupied between the activities during the day in the pools and the beach. The entertainment staff was really friendly and inclusive with lots to do at night too. They take covid more seriously there though.
starstarstarstar Justin Thomas
Fantástico! En primer lugar, quiero decir que ha sido la primera vez que me alojo en un "todo incluido" y por tanto no tengo muchas referencias con las que comparar, pero espero que mi opinión sea de ayuda para alguien. Junto con tres amigos pasé unos dias, una semana antes de Navidad. La primera impresión fue bastante mala, ya que tuvimos un restraso en el vuelo y eso hizo que llegaramos al hotel sobre las 23h. Solo había un hombre en recepción para hacer el check-in de 10-12 personas. Nos suposo casi una hora de espera y la información ofrecida no fue del todo clara y tuvimos que preguntar para localizar nuestra habitación. Por suerte, existe un restaurante que ofrece comida durante toda la noche y pudimos comer algo. El hotel dispone de una gran variedad de restaurantes muy bien decorados donde sirven ricos y diversos platos en su gran mayoría, con alguna pequeña excepción, como lo es, desde mi punto de vista, el restaurante Sakura, dónde sirven probablmemente los platos menos "japoneses" que he comido nunca. Comida nada cuidada, eso sí el espectáculo es entretenido. Control de temperatura y gel hidroalcoholico en cada restaurante, así como el uso de guantes en restaurantes tipo buffet. Servicio de habitaciones muy eficiente. Reponen las bebidas y snacks del mini-bar a diario. En general, entorno bien conservado y personal amable. Cuatro grandes piscinas con chiringuito y animación, eso sí, si quieres un buen lugar para tomar el sol relajado, te recomiendo madrugar para coger tumbona. Como aficionado a la fauna es agradable poder ver en las instalaciones del hotel; monos araña, alguna especie de ciervo, coatís y un montón de pájaros tropicales. Especial mención a la bolera donde pasamos muy buenos ratos. Servicio de taxis caro, pero super eficiente.Como punto negativo que condicionó nuestra estancia quiero decir que desde el primer día tuvimos un problema con el aire acondicionado, ya que estaba fijado a 18 grados y desde la habitación no podíamos regularlo, nos quejamos hasta en 3 ocasiones en distintos días y nadie acudió a solucionarnos el problema. También creo que las largas colas que se crean en el puesto de las crepes se podría solucionar con algo más de personal.En definitiva, un lugar genial dónde desconectar al que volvería. Muchas gracias! Abel.
starstarstarstar Abel Burguillos Huertas
Malísimo hotel, muy caro y malo. La comida es monotona, tienen varios restaurantes pero todo sabe igual y a veces hasta es la misma comida. El personal es super grosero, llegas a un restaurante y pasa un buen tiempo para que te atiendan y de malas (no así a los extranjeros), pocas medidas anti covid, nuestra caja fuerte del cuarto estuvo descompuesta y en los 5 días allí nunca pudieron repararla o cambiarla, cero atención con las maletas al salir, al personal le vale verte con las maletas, solo atienden gringos. Pésimo hotel, última vez en esta basura de lugar.
star Lalo Rosas
Our stay was okay, had the hotel been better managed I would rate the hotel better.
Upon arrival, check-in took nearly two hours. Bus boys lost our luggage, took an hour to bring them to our room. The floor of our room was dirty upon arrival. I had to find a cleaning lady in the hall way to come wash our floor. Never mind calling guest service or front desk... no one ever answers. I had to find our cleaning lady and ask for the appropriate amount of towels 3 days in a row but she never came back to bring them to us.. so we had to go search for room towels on our own. The hotel has a sign in the bathroom that says to leave the towels you wish to reuse on the towel rack... But that doesn't matter because she took our towels anyways but didn't replace them. I ended up leaving a note saying we won't be leaving anymore tip if she can't replace the towels she takes away from the drying rack.
The food was pretty good. Route 66 great, Italian great, Japanese great.. Buffet breakfast lacked options. The cook doing the eggs always under cooked them. For us the steakhouse was the most disappointing. I asked for medium, received blue.. Waited forever before the waiter came by.. they burnt my kids chicken fingers..
The ''management team'' needs to find new supervisors because the floor workers are doing as best they can without help. Even as guests we can tell that the place lacks management... Such a beautiful hotel and yet all these comments are so sad to read. I was going to give this a 3 out 5 until we found cockroach in our room so it went down to 2.
starstar Philippe Lemieux
We spent 8 days here on a family vacation.The room we stayed at had a noisy fan that they could not fix. Humidity was an issue. Overall, the food quality was good, plenty of restaurants to choose from -the BlueMoon restaurant is a must try, the pools were clean; they are very strict with their Covid-19 protocols.The beach was not as good as advertised. It had lots of sharp rocks, seaweeds, and the waters were a little rough. For the price we paid, it was fine but I expected a little higher quality overall. Could be the pandemic effect on their operations.This was a family vacation. The kids definitely loved it!
starstarstar Juan-Carlos Ortiz
I stayed here 3 years ago and it was wonderful which is why I decided to go back with my fiancé. To say our stay was terrible would be an understatement. The treatment we received by the front desk was awful. The food at the dinner buffet was disgusting. It's supposed to be an all inclusive resort, but unless you pay a significant upgrade to be a privileged guest - it is not all inclusive. You do not have access to premium liquors, a la carte reservations (which makes for long waits every evening). The beach front is small and for whatever reason, it's been roped off so you're not allowed too bring your chair close to the water - that is if you're able to find a chair. The seating areas are small and chairs are limited which makes it difficult to find somewhere to sit unless you arrive very early in the morning. We also decided to go off the resort to get our covid test (for going home) as the process on the resort is inefficient, making wait times in line up to 3 hours. Asking for something so simple as an extra towel could take hours, if it ever comes. The housekeeper does the bare minimum, regardless of how much you tip. We noticed our bathroom wasn't cleaned the entire time we were there. We will never be returning and would never recommend this resort to anyone.
star Shanyn Stead
Hotel bom, tendo em consideração o preço pago. Boa limpeza, funcionários muito simpáticos. A comida é variada no buffet e existem vários restaurantes temáticos. Existem várias piscinas ao longo do hotel, todas com bar. O ar condicionado do quarto funcionou sempre bem e não havia nenhum odor no quarto. A praia não tem areal e existem bastantes pedras na água, no entanto, se andarmos uns metros tanto para o lado esquerdo como para o direito é possível nadar. O preço do teste antigénio no hotel é de 30 dólares. A taxa de câmbio na receção do hotel é de 1€ ou 1$ equivale a 20 pesos mexicanos. O hotel é muito bonito, tem vários animais, é preciso ter cuidado em não deixar a janela do quarto aberto, para não entrar os animais.
starstarstarstar Diana Vilaça
El hotel es agradable muy bien ambientado, la comida le doy 6 puntos la habitación 10 colchon el mejor para aquellos que sufren de laespalda. El servicio regular. La atención podrían mejorar y ser más cálidos.
starstarstar Norma Vilalta
EL HOTEL ESTA MUY BIEN, las piscinas están bien, la zona de playa también, la atención personal es bastante buena en general. Las habitaciones son geniales y el servicio de limpieza en estas LO MEJOR DE LO MEJOR. Lástima que sigan explotando el tema "Covid" para a pesar de cobrar el 100% ofrecer solo un 60. Restaurantes cerrados, no discoteca, no teatro ni espectáculos... A cambio frente al looby los sosos animadores de las piscinas intentando entretener a la clientela. MUY ABURRIDO. En tema música que personalmente creo muy importante, diré que en NINGÚN MOMENTO ésta me hizo sentir en Mexico, y no me refiero solo a rancheras que por cierto tampoco escuché NI UNA. Reguetón y soniquetes insufribles que debido a la FALTA DE SEGURIDAD en el hotel o personal que se ocupe de mantener el orden, sonaba también a todo volumen en altavoces de MAL EDUCADOS CLIENTES SUDAMERICANOS Y LATINOS en cualquier zona, acabando con el intento de descanso, relax, tranquilidad y/o bienestar del resto de los clientes. Gritos, visitas al looby sin camiseta o mojados de la piscina, niños molestos sin revisión de ningún adulto y una larga lista de un "CONSENTIDO" MAL COMPORTAMIENTO a cargo de esta gentuza. El hotel es de 5 estrellas, pero parece solo de 4 y... raspado.
starstarstar Poor Leno
Muy bien y muy bonito, lo único malo, son las excursiones que ofrece el hotel, te mete miedo como si te fueran a robar o algo si no haces las excursiones con ellos, pero no es así. ( Lo entiendo ya que así pues sacan más dinero) pero puedes encontrar las mismas excursiónes por mucho menos si buscas bien donde.
starstarstarstar Andres Martinez
Me encantó, ests enorme pero vale la pena conocerlo todo ya que cuenta con antro, casino de verdad, tiendas, boliche, muchas atracciones para chicis y grandes, vale la pena irse toda una semana a vacacionar aquí.Aqui realizamos la posada del trabajo y todo genial, la atencion para todos fue muy muy buena, la cena especial que nos prepararán estuvo muy rica, se los recomiendo ampliamente
starstarstarstarstar Grisy Villarreal
El 90% del servicio es nefasto, te atienden de mala gana y te ponen cara. No tienen cubrebocas a menos que lo compres en tienda a muy alto costo. El servicio de toallas cierra antes de su horario y tienes que pasar de alberca en alberca para ver si están abiertos y te pueden dar. Falta de higiene una cucaracha había en mi habitación. Te limitan el servicio a productos de limpieza generales. Solo un restaurante para desayuno.
star Arq. Alejandra Medina
Super desconformes con este hotel que te vende lo mejor y mas alta categoria pero ni cerca de serlo. Para empezar cuando llegamos estuvimos 1 hora esperando que nos recepcionen para que nos digan que la habitacion no estaba lista (normal) y que teniamos que volver en unas horas, pero cuando volvimos tuvimos que hacer media hora mas de fila para que nos den la llave de la habitación, a todo esto vinimos por nuestra luna de miel la cual se lo recordamos 3 veces a la recepcionista y no nos dio ni un poco de atención, y por supuesto, ni una atención minima en la habitación, olvidense de eso de llegar y tener petalitos o toallas con forma, o un shampagne de cortesía, NADA! Despues de la llave tuvimos que agarrar nuestras valijas y cargarlas nosotros mismos hasta la habitación, nadie NADIE te ayuda para nada. El hotel en sí es hermoso pero la atención deja mucho que desear, en la recepción no te resuelven nada, averiguamos para subir de categoria pero las atenciones son minimas, el precio mas caro que en la web y la falta de atención te saca las ganas de pagar mas, por todo hay que pagar, la barra es limitada, si te gusta lo internacional tenes que pagar la siguiente categoria o la diferencia por cada trago, si vas de excursión antes de las 7am no vas a poder desayunar porque no sirven ni cafe en el loby, asique la noche anterior o el dia anterior llevate algo del desayuno, y si llegas tarde olvidate de comer, los restaurantes estan medios vacios y frio. Los restaurantes "especiales" en una semana no hemos podido entrar a comer, hemos hecho reserva y cuando fuimos a tomar el lugar nos cambiaron el horario teniendo que esperar mas de 1 hora para comer y atendido por unas mal educadas, la comida del buffet es bastante limitada depende el horario no hay reposición, y la playa la peor desilución, epoca de covid el hotel no esta al.100% y aún así no hay horario que te puedas levantar para tener una reposera, es diminuta y encima la gente te roba el lugar sin importar nada. En definitiva es semi all inclusive, ya que por todo te quieren cobrar algo, y otra cuestion que es cansadora, esta 100% dedicado todo para los turistas nortemericanos. NO lo recomiendo.
starstar Evelyn Nayla Garcia
Please steer away from this resort. This is the worse all-inclusive I have ever stayed at. Customer Service is horrible. So sad, been to Mexico several times at all-inclusive’ s and this has been the worse.From hauling your own luggage to room upon check-in to checking out. Rooms are dated, Jacuzzi suites are a waste of money, in room amenities defective, good luck calling front desk or getting a ride to lobby. I recently stayed at this resort. Stayed in room 4440. Eden Rooftop Suite. Layout very nice. Tried using Jacuzzi, took 3 hours to fill halfway until we gave up and went to breakfast. Upon return room was flooded. Tub had leaked all into bottom floor bedroom. No compensation or support. Had to go to front desk since room phones are useless. Waited hours then had to haul my own stuff to new room. New Room changed to 4412. Again, same, defective Jacuzzi. This time pump inoperable. No support from customer service. Done running around. Oscar (General Manager Front) you are a piece or work. You may also see him in restaurants. Thanks for making our week hell. It was definitely an unforgettable experience. Pros: Entertainment Staff, Pool staff great, restaurant staff great, grounds nice and rooms have potential. Cons: Management staff horrible, guest services horrible including those at Eden building and front desk. Rooms need repairs and improvements. NOT 5 Star, Jacuzzi Suites worthless, Constant Timeshare or (Ocean Club) nuisance. Food seem cold at buffets, warm beer not many options. Extra charge for everything including room service. Yes! First all-inclusive where there’s a charge for room service. Not talking about tipping which is expected. Beach not for swimming, rocks, where shoes.Just a mess. Cons outweigh the pros in my experience anyway. This review is just based on hotel stay. I love Mexico and will be back, just never here or would I recommend or advise anyone to stay here. If you must, good luck. Check your rooms if your paying for extras and don’t expect much. If this is your first time at an all-inclusive it may be the best but believe me, explore options, there are better places than this. This is bottom of barrel. Good Luck! You’ve been warned.
star B. Torres
Fui en junio de este año es el peor hotel al que e ido fueron una pesadilla agarraban de pretexto la pandemia para que tu todo incluido no fuera así, rest cerrados snacks cerrados bebidas limitadas cuando pagaste por todo. Las barras sin hielo, un barman para toda el area de piscina todos los empleados de mal humor y el hotel llenísimo 3 hrs para hacer el check in, el area de niños son funcionar todo un día, y más q molesto las agentes que te quieren vender membresías y no te los puedes quitar salen en todas partes.. decepción total asqueados quedamos y lastima xq En si el hotel es bonito pero no le falta mucho le falta todo… fui a recepción a poner mi queja y te ignoraban. Entre más detalles que no acabaría. No mal gasten su dinero
star Karen Novak
Just returned from this excellent resort ! Did not leave the resort. Awesome walks on the beach each morning..All the staff work to 5star standards..I will be back for yrs to come with family and friends. No Complaints from this guy.
starstarstarstarstar Daryl Guillemette
Wonderful food, atmosphere, most employee's were nice. It would have been very good trip if not for the pushy people trying to get us to buy a time share, not 1 day or 2 days but 6 days in a row then got argumentive with us. I would never go back to that resort. Thanks to William he ruined our trip.Please don't look past the bad things that happened to us. We will not recommend that anyone go to your resort.
starstarstarstar Denny Yourkvitch
We booked this resort a few month before leaving and at the moment it had 4.7 stars.By the time we had to go it had 4.2 starts with a lot of bad reviews.We were not sure what to expect but we’re mostly had low expectations.On the arrival it didn’t look bad and we were pretty excited about it.Not a few days later in this hotel here is what we have: Very understaffed.You only get 2 people serving a huge side of the buffet so good luck getting your coffee until you catch on of the servers and in 10min you’ll have it.If you’re lucky the server will come up to you once during the day on the beach. Beach isn’t great.A lot of rocks.They only cleaned rocks where they ride their jet skis. Rooms have moldy smell.All of them.We had a party with 3 different rooms and it’s the same smell so the balcony has to be open all day with running fan. Food is good.No complaints on that. Steak house and Italian restaurant were horrible.Couldn’t book the Japanese restaurant online from multiple phones so never ended up going there. The pools have kids slides which are great but the pools are freezing cold. Definitely will not be coming back to this hotel. I understand that they got affected by the COVID but this is too much. And with COVID tests most likely you will have to pay 140$ for a rapid test which is ridiculous.
starstar Stefaniya Kaplun
Mediocre is the only way to describe this hotel. Check in took at least 45 minutes with no line. Can’t imagine how much longer for the people behind us. Food is average. You’re lucky if you get something lukewarm. Japanese restaurant is the only one that needs a reservation. Yet it’s very hard to book it. Staff is VERY rude. On multiple occasions. To get water or coffee you’re waiting at least 15 minutes and don’t even hold your breath for a refill. You’re paying $140 a person for a covid test to get the rapid. Their $35 test is scam. The rooms smell of mold. We’re here with a party of 6. 3 different rooms. All smell the same. My sisters room smelt of paint because they were doing some maintenance without warning. They have an 18 month old. The hotel refused to move them rooms. The beach is not as described. Rocks everywhere. Very small beach area. Have to get up early to get spots. They don’t allow any food outside of the buffet and beach buffet. If you ask anything they tell you no. So my recommendation is DONT stay here if you want a good vacation. And good luck cancelling, multiple issues with that.
starstar Sabina Kaplun
Excellent resort! We had a great time here, the beach front pool was so nice to have and be able to jump back and forth between the pool and the ocean.
I see some people complaining about the food and I have no idea what they’re talking about. We ate at every restaurant and had a great experience at each one. Food was incredibly tasty and servers were all friendly. The buffets were also very tasty, always something that we were interested in.
We had a swim up room and it was very nice. Clean, comfortable and a great place to relax after a long day at the beach, really nothing to complain about.
As for entertainment, there always seemed to be something that was going on and we got into a few things and had a blast. There’s still restrictions due to covid (which of course can’t be controlled) but there was still plenty of entertainment to provide guest with a great experience.
Overall, a great vacation and we will definitely be coming back!
starstarstarstarstar Ryan Link
Bom hotel resort. Pessoal simpático e disponível. Lamento apenas o fecho do restaurante buffet aos jantares
starstarstarstar Pedro Tavares
A nível de hotel, os serviços, refeições, funcionários, quartos e instalações em geral são muito boas. Para quem dá valor a uma boa praia, este não é o hotel que procura, a praia é péssima, cheia de pedras enormes dentro de água. No entanto, tem excelentes piscinas e inclusive parque aquático para crianças. Tem imensos animais o que torna o hotel muito amistoso.
starstarstar Maria Rosario Soares
Decepción total en la estancia. Un solo restaurante para cenar a partir de las 22:30, la gran mayoría de los restaurantes sin abrir. El servicio pésimo... Para ser un 5 estrellas deja mucho que desear. Hay miles de hoteles mejores y seguramente mejor de precio. No volveremos a repetir la experiencia en el Ocena Rivera Paradise.
star Juan C
Great experience, most staff were very friendly, the facilities are very well cared for. The first room we got had strong moldy smell, and the jet tub jets didn't work. We upgraded to clean view and it was beautiful. Beaches are well maintained l, though there is not much beach front. Buffett's were decent. The restaurants were awesome. So many monkeys running around in the morning was so entertaining. The night time entertainment, we're we're there for Halloween and the did the day of the dead celebration beautifully. Very good experience.
starstarstarstarstar sarah taylor
Nunca mais....
star Paulo Oliveira
Muito bom... Comida excelente... staff top... (restaurante mexicano muito bom com o simpático Alexi) 👍👍
starstarstarstar Daniel Almeida
Hotel muito agradável, não tenho nada a dizer. A comida podia ser melhor mas apenas minha opinião é dos meus gostos, mas há muita variedade. Restaurantes dentro do hotel pra todos os gostos. Trata dos animais selvagens, tem macacos, quatis, guaxinis, iguanas, tartarugas, veados, etc. Limpam o recinto e quartos todos os dias, a praia está acidentada devido ao furacão, mas já estavam arranjar. De maneira geral foi muito bom e confortável.
starstarstarstar Hugo Vasconcelos
Because of the humidity, there is 90% humidity within the room and without humidifier there is a mildew smell, but we had to specifically ask for humidifier.
We were at the ground floor with balcony to the pool and were really glad from it. However, of you leave the window unlocked, the Mexican raccoon can open it… (my wife had to wake me at 6am asking to kick him out).
This time we had seaweeds 😬
Staff is great and service is good. Pools are great as well
starstarstar Dan Ayash
Excelente resort. Várias piscinas e restaurantes. Proximidade com a praia. Pacote privilege vale a pena pela experiência. O mordomo António Martinez Gomes é o melhor, atencioso rápido e simpático
starstarstarstarstar Ricardo Brás
Currently staying here. If things were working "normal" it would be a 5 star no doubt. And it is those good things that keep it from falling lower. Right now there is no A/C anywhere! Rooms are just mildly cool and you have to turn off dehumidifier that keeps blowing hot air in the room because otherwise it is just brutally hot. Restaurants are all hotter than outside... all of them. I am carrying around a small electric fan to use in restaurants.
The whole place seems to be understaffed. At night eating takes all of your patience. You ask for a table and despite you clearly seeing empty tables.... they say you have to wait for 40 minutes to be seated. The empty tables remain empty for most of your waiting time. I mean, it is not like they don't know how many people are here for dinner.... they could have more staff or more restaurants open.
When you got to guest services they say the A/C is working perfect... that the window must have been left open.... etc. And about dinner... they just won't speak to you! They will avoid you.
Oh and last but not least, though this is not the hotel's fault, the beach was recently eroded by the sea.
starstarstar Kenji Ernesto Victoria Emura
Atendimento horrível, muito demorados sempre, dizem que é open bar, mas não pode beber a qualquer momento do dia. Dizem ser open food e nao pode comer a qualquer hora também kkkkkkkkk
starstar Pedro Balduzzi
We stayed here almost 3 years ago when we got married in Mexico and it was amazing. We decided to stay for a few days since we were going to be in the area again and we instantly regretted it. It seems like nothing has been repaired or even had general maintenance done. Signs that had the building and room numbers were corroded away. The frames on the sunbeds outside of the first floor rooms looked like they were rotting away and the mattresses were moldy. All the railings, especially on our balcony, were extremely rusty. Our building was near to where the animals live in the nature area so every morning we found a A LOT of fresh droppings in our stairway. Obviously, they can't control nature but if you know that happens, can't you send someone first thing in the morning to clean it up so the guests don't have to step around it on their way to breakfast? The hallways in the buildings are so beat up from people dragging their suitcases. Normal wear and tear for sure, but I have never stayed in a 4-5 star resort where it looked that bad, how much does a fresh coat of paint cost in 3 years?
starstar Jared Thomas
I feel like they stole my money and didn't even care.
I booked this trip with some friends for my birthday and was super excited to go. I had heard great things from friends who regularly vacation here so I thought the referral would be great! I wanted to splurge so I got the rooftop jacuzzi room with Privilege access so we could really go all out.
The place was beautiful upon entry, we checked in with the Privilege check-in and my card was charged. It wasn't until I was being taken to my room that we were notified that Privilege areas were closed due to a recent hurricane, only 4 of the restaurants were open, and many of the swim-up bars had been destroyed and were being rebuilt. Obviously, a hurricane is not something they can help, but I never received a single update about closures and had entirely different expectations for my trip upon arrival. When I learned of all the closures, I spoke to Lily who checked us in, and she said she forgot to tell me about all the closures (convenient because they had already swiped my card). I told her that I spent double the money for the week for those things and was never informed until it was too late. She told me she'd escalate the issue and get back to me later.
Getting into our room that evening, it smelled strongly like mildew, the jacuzzi didn't work properly, and our shower flooded the entire room on first use.
I went back to the desk to speak to her again and she sent maintenance, and said that her supervisor would get back to me. This happened for 3 days in a row. I would voice my issues and they said "they'd get back to me". By the end, I gave up because they clearly didn't care about customer service. I would have been okay with closures at the normal rate, but I was paying double. When I asked for support, they told me they'd give me 15% off if I wanted to come back again...
It's beautiful, and I'm sure it's great when it's fully functioning. But I feel like they stole my money. Don't pay the extra for privilege... it's definitely not worth it.
star Addison Gumbert
Very very nice resort. The staff are great period! The food was an 8 out of 10. The activities on the resort were really good as well. I stayed in the swim out pool which was just amazing and would definitely go again. The stage shows never disappointed, such great actors and actresses. The club in the resort was not that good but not many of them are... The beach was good and clean and bowling at the resort was fun.
starstarstarstarstar Andre Walker
We had a beautiful time there. The resort has a lot to offer for those who like to lounge around. There is a variety of restaurants, the food was great except the Mexican restaurant where the servers were rude and super slow. We were in a privilege building, and our suite slightly smelled moldy, but we were out most of the time. Service was great, the staff is super nice especially our butler Oscar. He was the best, he took GREAT care of us. We had a GREAT time
starstarstarstar Doreen Nanda
This was our first experience with an all inclusive and first time in Mexico. I absolutely loved every moment. The staff was so friendly. The theater performances were astonishing!!! Room was nice and clean too. My parents are members and we were able to use their privilege H10 premium. So worth it! We saw coatis monkeys and iguanas roaming the resort. We don't have kids but it looks like a great place for a family. You will not be disappointed.
starstarstarstarstar Natalia Peeler
Every aspect of a great vacation was covered. The staff was friendly and accommodating. The food was delicious and there was much to choose from, the entertainment was fantastic! There was a party everyday and the hosts were phenomenal! In particular, Angie and Jason made our trip most enjoyable. They were extremely fun and funny. mikes cafe was an everyday affair for us and the staff were helpful and remembered our tastes. There was a little disconnect with the front desk customer service staff...but no one is perfect...in short, I would recommend a stay
starstarstarstarstar Patricia Sukup
Excellent service right when we arrived. We arrived early so we were greeted with coffee. Since we arrived at 8am obviously the rooms were not ready so we just relaxed by the beach. They took us to our room for early check in at 12 noon.
We had the privilege section and it was by far worth the extra cost. Top shelf liquors, privilege only section for breakfast, lunch, dinner , and drinks. Privilege beach.
But over all all the restaurants were great. The Japanese restaurant server made it fun and it wasn’t to salty!
I will be back next year with all my family to enjoy this resort again!
starstarstarstarstar Amanda Fierro
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