Ratings based on 172 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
92% of guests recommend
4.5 Room cleanliness
4.6 Service & staff
4.2 Room comfort
4.4 Hotel condition
They paid and stayed.
We double-checked.
3 out of 5
by A verified traveler from MD, USA

Nice pools for kids and adults

Posted Jul 11, 2014
Pros: staff were friendly. Great pools for adults and kids. Resort was clean overall. Cons: dinner at the sit down reservation restaurants were disappointing. The food was overcooked for most of the dishes. Attended the wedding, had surf and turf, the lobster was very small and they only give you half. The lobster tasted powdery which means it was not fresh and the steak was way overcooked and tasted like cardboard. Friends ordered room service, waited 2 hours and never came even after calling several times. Resort needs to add more varieties to the main buffet. They need to put out more serving utensils and people we're contaminating the food by leaving the tongs/serving spoons on the food in the serving dish. The room decor was outdated. Other than that, my room was ok overall but our friends' rooms had a lot of mosquitos and bathroom smelled like sewage. Bar ran out of Remy VSOP (top shelf) after the 1st night we were there. They need to stock up unless they were just lying to us. There was a lot of seaweed on the beach and they also need to put out more lounge chairs on the beach.
4 out of 5
Recommended
for Everyone
by A verified traveler from Toronto

Beautiful Hotel

Posted Jul 5, 2014
Pros: Hotel amenities
Cons: Patio door locks to be fixed
Location: good location
Great time Good for families Cleaning is not done one day
Comment from Hotel Management
Jul 12, 2014 by QualityManagerMX, Hotel Management
Let us begin by thanking you for having chosen our resort to spend your vacation! We appreciate that you have taken the time to share your review. Regarding the experience described with the cleaning service, we sincerely regret not knowing this during your stay as it such an important aspect for your personal comfort. We will forward your comment to our Housekeeping Manager to take actions and avoid this issue from happening again. We are very sorry about this. We are very thankful about your positive words about our resort, and hope you come back in the future to experience the changes we implement day after day. Warm regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from pennsylvania

Staff were friendly. Had a wonderful time there.

Posted Jun 28, 2014
Great time. Check in process was slow. Everything else was wonderful.
Comment from Hotel Management
Jul 1, 2014 by QualityManagerMX, Hotel Management
Thank you for choosing us for your vacation and for taking the time to share your review. We are happy to know that you enjoyed your vacation with us and that you were able to take advantage of the activities as well as the other facilities offered in our resort. Regarding your comment about the check-in process; we are sorry if you felt that was a little bit slow; it is important to have the right information from our guests for security reasons, and we must follow a procedure to ensure our guest s ' welfare. However, this is being looked into, and we are slowly but surely improving this area, by computerizing data to skip certain steps that will speed up the process and being able to identify repetitive guests immediately, among others. We hope to welcome you back next year to our resort for another memorable experience. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler from nashville tn

Beautiful hotel

Posted Jun 28, 2014
Cons: The only questionable thing about the whole vacation was the Cajun resteraunt. We did not enjoy it at all.
Location: Went on the snorkeling trip and also to playa del carma
Beautiful hotel with everything you need in one place. Everything was spotless and grounds were groomed daily by a very hard working crew. Everyone was courteous and smiled. Very family oriented with lots of activities going on every day to keep you busy. Go to the dive shop and talk to Joanne about snorkeling the caves and with the turtles. It is the experience of a lifetime and she makes it all the more interesting. She made this vacation one of our most memorable of all time.
4 out of 5
Recommended
for Everyone
by A verified traveler

Beautiful Property

Posted Jun 27, 2014
Pros: Everything, except the buffet food. Need to change it up.
Cons: Make sure all doors are able to be locked and spray for ants.
Location: Take the shuttle to Playa Del Carmen, its only $5.00 US Dollars both ways and it was great to get off the property for awhile.
Great vacation, definitely would go back. Property was absolutely beautiful. Staff was awesome. Buffet food was hit and miss. Upon arriving make reservations with the restaurants on the property. Only real issue I had was that the patio door did not lock. Being on the ground floor this made me nervous, but no break ins, and the room had a safe so I just placed all of our valuables in there. Oh and a very small ant infestation, not a real issue though.
Comment from Hotel Management
Jul 5, 2014 by QualityManagerMX, Hotel Management
First of all we want to thank you for sharing with us how your experience at our hotel was. All of our guests’ comments are very important to us as they help us to keep our service up to standard. Concerning our culinary offer, we are sorry we did not meet your expectations. Our Chef is always working on improving the different options offered at our buffets and A la Carte restaurants, by creating a menu that varies every day, as well as having a different international themes (Italian, oriental, Caribbean, and many others) every night. We will send him your review for his consideration. Regarding your comments about the incidents you found in your room, we apologize about those situations. We would like to inform you that the hotel has a weekly fumigation program to keep bugs away from rooms and a daily fumigation for common areas. But in cases where guests report any additional problem, we assist them right away and follow up during the week to make sure mosquitoes or ants stay away. Thank you for your constructive comments and we look forward to seeing you again at our hotel and give you the excellent service that you deserve! Best regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from Wyoming

Great Stay!

Posted Jun 25, 2014
Pros: The food was great more so up by the lobby and everyone was so friendly.They all went above and beyond for us.
Cons: Getting an elevator!! We were americans visiting a nice country and I think a few more of them could use a little more manners when visiting also.
Location: Twenty five minutes from Cancun, close to Playa,and about anything you wanted to do.
We stayed 9 days and had a wonderful time.We heard complaints how hard the beds were and I guess we really lucked out because ours was pretty soft,and the room service was excellent...anything we asked for extra it was there in a very short time.I found one thing wrong...they need to put people with hip or walking problems on 1st floor or have an elevator! The 3rd floor was a killer going up and down.There was nine of us and all had a great time.
Comment from Hotel Management
Jun 27, 2014 by QualityManagerMX, Hotel Management
Let us begin by thanking you for having chosen our resort to spend your vacation and for taking the time to share your review. We are happy that you and your family have had a great stay in our resort and that our grounds, our food in our restaurants, our room service, and our friendly staff have been of your liking. Once again thank you for your comments. We look forward to serving you again and endeavor to exceed your expectations even further on your next visit. Sincerely,
2 out of 5
by A verified traveler from Tulsa, OK

The Door from Hell

Posted Jun 22, 2014
Pros: ?????????????????
Cons: Management
Walked into a dirty room. Room key did not work, 4 keys to be exact. Went to our event. Room key still did not work. New room in the morning, they said. Wasted 5 hours with that on first day. 2nd day still did not have a new room, now its noon. can not get back into room so we waited. After finally getting the manager and telling us it would be tomorrow, I finally had to speak my mind. At 130pm we were move to a room called the Presidential suite. I questioned that. Every building had the same room to accommodate families. Another 5 hours wasted. I even had to sign a letter that during my NEXT visit I will not be upgraded on anything. The one thing that really bugged me was... The room that we started with was not even the one I requested. No pool front nor ocean view. I requested and paid upgrade for a walk out private pool. We saw 3 areas like that. I purchased these tickets and room Jan. 2014. For June 14th 2014.
Comment from Hotel Management
Jun 29, 2014 by QualityManagerMX, Hotel Management
First of all we would like to thank you for sharing your comments about your experience in our resort. We regret to hear about the issue you had with your accommodations; our goal is always to provide our guests with the best experiences, and to realize that we have not met your expectations really concerns us. Please be sure our Front Desk Staff works hard to try and satisfy all of our guests’ requirements; however, we depend on our occupancy at the moment of arrival. We apologize for the inconvenient. Once again, we offer an apology for any inconvenience that may have happened during your stay. We have taken note of your concerns and will meet with the departments concerned to avoid this type of situations. Again, thank you for sharing your comments; we hope we can make it up to you and make your stay enjoyable. Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jun 16, 2014
Had a great experience. The beach is gorgeous. The hotel staff was wonderful. Food could have been better. But all in all a great time.
Comment from Hotel Management
Jun 23, 2014 by QualityManagerMX, Hotel Management
Thank you very much for sharing with us your experience in our resort. We are glad to hear that you enjoyed your stay with us; and that our beautiful beach and our friendly staff made your vacations memorable. We will take into account your constructive comments. We hope that you have the opportunity to visit us again very soon; it would be a real pleasure to host you again. Best Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice all inclusive hotel,resort.

Posted Jun 11, 2014
Room was a little musty even with air conditioner on.
Comment from Hotel Management
Jun 19, 2014 by QualityManagerMX, Hotel Management
Thank you for letting us know your impressions about our resort. We are sorry about the humidity experienced in your room. We have a very humid climate and even though our housekeeping department always freshens up our rooms to avoid these situations, when it rains, this task becomes really difficult. In any case we are looking into other solutions to avoid these situations. Please note that when our guests present their concerns during their visit, our staff is more than happy to assist them. We wish to have the opportunity to host you again in the near future. Kind Regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice resort!

Posted Jun 1, 2014
Very good experience overall. Staff is very friendly. The down sides from previous reviews are accurate. Need to be fast to save a good spot at the beach chairs and reserve specialty restaurants in advance. Room service is slow, but housekeeping is actually more than you need.
Comment from Hotel Management
Jun 10, 2014 by QualityManagerMX, Hotel Management
It is truly an honor to read such rewarding review. We are glad to know you had a great family vacation and that you were able to enjoy our service and facilities. Be sure we take your feedback into account and we will review it with the involved departments. We are already taking actions to avoid the reservation of sunbeds, and the efficiency of Room Service. We look forward to serving you again in the near future. Warm regards,