Ratings based on 888 Verified Reviews

They paid and stayed. We double-checked.
4.1 out of 5
84% of guests recommend
4.4 Room cleanliness
4.2 Service & staff
4.3 Room comfort
4.5 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Families
by A verified traveler from Boston, MA

Nice hotel however the beach was dirty and smelly

Posted Oct 30, 2014
Pros: I liked the pools and kids club for my child , I loved the night entertainment
Cons: overall personnel attitude
Location: A lot to do, markeets, malls, plaza
Good experience general manager very helpful. staff not as friendly, rooms nice and clean everyday. Food was ok !!!
2 out of 5
by A verified traveler from Maple Valley, WA

Complete waste of money

Posted Oct 29, 2014
Pros: Kids swimming area was great. Family Club has own concierge, bar, and towel exchange. Kids loved Kids Club.
Cons: Service! Lines need to be cut down. Let us reserve full week of dinner reservations at once. Better yet, let us call and reserve. Dress code? C'mon!
Location: Weren't able to explore. Too far away. Felt trapped.
Service was poor. Food was terrible. All-inclusive was not worth it. Still had a hard time getting food and drinks we wanted. Long lines for everything. Check in took 45 minutes. Have to wait in line to book reservations for dinner, which is ridiculous. Can't reserve entire week's worth of reservations at once. Have to keep coming back. Long pants required at restaurants which would have been nice to know before I packed, not when I got there. Considerable distance to Playa del Carmen proved costly. Nobody bothered to explain resorts amenities. We had to meander around and find them. The worst part is when the 70+ pound glass gate between our balcony and the pool came flying off and injured one of my children. Could have been fatal! It was only then that we received any type of decent service.
4 out of 5
Recommended
for Everyone
by A verified traveler from Miami

Everything great but the food!

Posted Oct 28, 2014
Everything it's great but the food quality and variety it's very little and poor specially in the buffets for breakfast and dinner
3 out of 5
by A verified traveler

Nice hotel, nice rooms and nice pools, bad service

Posted Oct 28, 2014
Pros: Location and pools
Cons: service, supervisors, managers
Location: Good location, most of the parks are very near by
The hotel in general has very good installations, the pools, rooms spa are very nice, the problem was at the check in and check out process, it was a mess it took us 3 hrs to check in and 1 hour to check out. The service at those momments was awfull, at some point we decided to leave, an the supervisor did not care at all Othe problem is with the beach, the sea is full of algae and it seem nobody care to clean it up.
3 out of 5
by A verified traveler from New York, NY

Big resort, disappointing service

Posted Oct 27, 2014
Pros: The pools, swim-up bars, beach access, all inclusive meals and drinks
Cons: The customer service needs a lot of improvement as well as overall organization of the staff, reservation system for the inclusive restaurants
The resort itself is huge and the pools and easy access to the beach are great. However, check-in is a nightmare (spent a good 30 minutes waiting in line at least) and if you ask the same question to 3 different hotel employees, you get 3 different answers. In that respect it's very disorganized and not at all coordinated. The 'snack' bar is not a snack bar but a sit down buffet with limited hours. Dinner reservations must be made 24 hours in advance, but they really mean 48 since their response to most reservation requests is that the restaurant is booked. But if you pass by the restaurant that evening you'll see tons of empty tables. Everything needs to be done at the main lobby (as opposed to calling the front desk for reservations) so expect to have to take a walk every time you have a question. My villa was closer to the beach, so it was about a 10 minute walk to the lobby, so having to go there just to have a quick question answered was inconvenient. Three gentlemen in my party wore collared shirts, khaki shorts and shoes to dinner and were told they had to go and change into pants (not shorts). Again, this is a resort in Mexico, everyone is on vacation and it is warm out so I thought this was a little ridiculous. Not to mention, other guests seated by other wait staff were able to come in wearing shorts and they were not stopped - again, very disorganized.
4 out of 5
Recommended
for Everyone
by A verified traveler

Very nice hotel, family oriented

Posted Oct 24, 2014
Enjoyed very much our stay here with lots to do on the hotel since we traveled with a small baby we couldn't do much outings. The night shows are great, many pools and beach is nice. Dinner at reservation restaurants was very good, the breaksfast buffets not so good need more quality. Beverages are also very poor quality. But overall we had lots of fun.
4 out of 5
Recommended
for Everyone
by A verified traveler

Great hotel in Playa.

Posted Oct 21, 2014
Pros: Staffs have excellent service. Their alcohol portions are huge! Stayed here for 4 nights with a big group of friends. Didn't see kid running around.
Cons: Bed sheets are a little dirty. Toilets don't flush sometime.
Location: Very good location. It is 10-15 mins taxi from downtown 5th Avenue. It has lots of restaurants and some souvenir stores. I say you can skip it.
Buffets tasted better than the reserved restaurants we tried, which were the Fondue restaurant and the steakhouse. Both reserved restaurants were very understaffed, so it took a really long time for meals to be served. I would recommend staying near the buffets/restaurants area rather than near the beach since it is a 10-min walk to buffets if you stay near the beach. In terms of excursions, we booked most of them via the staff at the front desk. They are very helpful. We went to Xelha (must-do super fun experience), Coba, and a bunch of cenotes. Use USA Transfers for shuttle service to/from Cancun airport. The massage the hotel offers was not bad but a bit pricey.
5 out of 5
Recommended
for Everyone
by A verified traveler from indiana

great hotel!! excellent food, staff and beach!

Posted Oct 20, 2014
we went for our honeymoon and it was an awesome experience. we have stayed in several different all inclusive hotels in the cancun area and this was by far the best. the food was the best we have ever had for it being all inclusive. the food is pretty Americanized, which we liked. all the restaurants were good. the best was hacienda, the Mexican restaurant. our least favorite was mamma Mia, the Italian restaurant. the staff is very friendly and do whatever they can to make you happy. it is totally worth it to pay the extra money for the deluxe suite with pool access! we could swim right off our balcony and swim up to the swim up bar in 60 seconds, the best part of the trip by far was the private pool access!! I would recommend this hotel to anyone!
2 out of 5
by A verified traveler

Huge hotel. Get ready to walk a lot.

Posted Oct 19, 2014
Huge hotel. Nice installations and great pool. Beach not good. If you like the pool, ask for a room close to the lobby. If you like the beach, ask for a room closer to the beach area and be ready to walk 0.5km each way to the lobby. The restaurants closer to the beach are not as good as the ones closer to the pool, even though the food is similar. For dinner, mainly all restaurants are closer to the lobby and the food at night is not good at all. We went to a few of the restaurants at night and then decided to eat in town for the rest of the trip as the food was bad and we had a rental car. All in all, you get what you pay. We went for the cheapest option and could have spent a little more and had a better hotel. Wish I had chosen a different hotel this time, but actually enjoyed it with our 1y old. Would NOT recommend this hotel for any friend.
5 out of 5
Recommended
for Everyone
by A verified traveler from new york, ny

Wonderful stay

Posted Oct 17, 2014
We just got back home not even a day ago and we miss it. Friendly staff. Good food. Great overall. Beautiful spa. We stayed in the platinum suite and there are definitely perks ! They were all very helpful.