Ratings based on 221 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
94% of guests recommend
4.5 Room cleanliness
4.6 Service & staff
4.2 Room comfort
4.5 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice resort

Posted Dec 17, 2014
Everything was great. The only reason i did not give it 5 was the food wasnt that great.
3 out of 5
Recommended
for Everyone
by A verified travelerfrom Washington DC

Decent hotel, but ...

Posted Dec 3, 2014
we were satisfied with this place in every aspect. However, my wife was not feeling well and we decided to fly back home after 3 days (our package was for 7 nights). Hotel management refused to give at least small partial refund.
Comment from Hotel Management
Dec 18, 2014 by QualityManagerMX, Hotel Management
Please allow us to express our sincere appreciations for choosing to be valued guests of our resort and for taking the time to share your opinion about your stay. First of all, we deeply regret that your wife got sick during your stay with us. The medical service is provided by an external company and it is therefore not included. We recommend all our guests to purchase travel insurance. We would like to clarify that the hotel provides first aid service for free and it is available 24/7. For illnesses, we always recommend to be assisted by the medical center located at the hotel complex, where there is a Doctor on duty 24 hours every day. We hope you give us another opportunity to serve you and your wife in the near future. Best regards,
4 out of 5
Recommended
for Everyone
by A verified travelerfrom California

Family friendly hotel with relaxing experience

Posted Dec 2, 2014
This hotel has nice architecture and views. It offers easy access to the beach, several pools, lazy river, and a kiddie pool. The buildings and walk ways are beautiful. The residential buildings are spaced apart and nicely decorated. The in room amenities can be old though - TVs are still tubes, not flat. Some amenities can be broken and the staff took a long time to fix them. Hotel staff is friendly, although some of them don't speak enough English to be helpful. There is a concierge in each residential building. That is really nice. The food service has flexible time that fits everyone's need. Restaurants are easy to get to no matter where you are. You don't have to walk a mile to grab a bite. The food is fresh and served in super clean environment. While selection is pretty good, the chefs aren't trained to cook non-Mexican food consistently or authentically, even in the specialty restaurants. Steaks are tough to chew, even for recently cuts. Pasta can be bland. Cajun food tastes nothing Cajun. The Japanese Restaurant and Gourmet are better than the others. I rate the food lower than any cruise line I've been to. There are some activities organized by staff on site. Those are fun. Although finding the information can take a while and some asking around.
Comment from Hotel Management
Dec 17, 2014 by QualityManagerMX, Hotel Management
Thank you for choosing us for your recent vacation and for taking the time to write down your review on how your holiday went at our resort. We are happy to read that you enjoyed the facilities and services that the resort has to offer, as well as our wonderful beach and our pools. We regret that you were dissatisfied with your room and its amenities. Our Maintenance Team works hard to keep our rooms and our facilities in general, clean and beautiful every day, so we are saddened to read about your experience, and no doubt will we inform our Management about your feedback. We would also like to mention that all our staff that works in direct contact with guests speaks English and other languages such as our Concierge, Front Desk, Reservation service, Operator, Room Service, Waiters and Activities Staff. The hotel also provides English lessons for the housekeepers and cooks but it is not mandatory for these positions. We will pass your comment on to the Department Managers to ensure this is being followed strictly. Once again, thank you for your feedback. We will take in consideration all your observations for further improvements. We look forward to seeing you again at our hotel! Sincerely,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom orangevale, ca

love the place !!! cant wait to go back

Posted Nov 25, 2014
love it !!! great staff and food and was awesome as always !!!
Comment from Hotel Management
Dec 5, 2014 by QualityManagerMX, Hotel Management
Thank you very much for your valuable comments about our resort. We are happy that you enjoyed the excellent service provided by our helpful staff and our delicious food. We look forward to having the opportunity to host your vacation again. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Canada

Beautiful Place for First timers to Mexico!

Posted Nov 22, 2014
Pros: Every thing was awesome!
Cons: Only complaint was the beds, need better quality beds. softer to firm.
Location: Great location to see sites and close to Play Del Carmen, shut service was great to and from the city. Made you feel safey
Everything at the resort was great. Grounds and buildings are always being looked after, very clean and well lite up at night. Employee's are very friendly and always willing to help. Night life is great for hole family, they have some really good show's every night and the entertainers work very hard to give the crowd the best show possible. I am looking forward to going back and staying longer this time.
Comment from Hotel Management
Dec 4, 2014 by QualityManagerMX, Hotel Management
We would like to thank you for the opportunity you have given us by choosing our hotel. We appreciate your kind comments about our resort. Our goal is to make your stay as close to perfection as possible by exceeding your expectations at all times. We are very glad that our facilities and grounds were of your total agreement. About our mattress, it is a shame you did not try one of our new pillow top mattresses. We are in the process of changing all of them, following our guests' feedback. In any case, our guests can request an egg crate mattress pad to the Concierge or Front Desk, to make their bed softer if they find their mattress too firm for their liking. Once again we thank you for giving us your feedback and we look forward welcoming you again. Kind regards,
3 out of 5
by A verified traveler

Food and drinks

Posted Nov 10, 2014
The facility is xclnt but food and beverage dept is lacking.
Comment from Hotel Management
Dec 5, 2014 by QualityManagerMX, Hotel Management
We would like to thank you for the opportunity you have given us by choosing our resort for your vacation in Mexico. We are sorry for not having fulfilled your expectations with respect to our food and beverage. Please rest assured that our Food & Beverage Manager is always working on improving food and drinks quality and variety, and he is always receptive to hear our guests’ perceptions so that he is sure to go on the right direction. Once again, thank you for your comments; we hope you give us the opportunity to be able to offer you our hospitality again. Kind regards,
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Philadelphia, PA

Nice hotel with some drawbacks

Posted Nov 9, 2014
Pros: Staff Cleanliness of rooms Swimming pool Entertainment
Cons: Beach should be cleaned of rocks Woody part of the way to the beach should be sanitized Jacuzzis should be fixed and be accessible from the poolside
Firstly about the positive experiences. We were upgraded from the Lindo to the Maya hotel, which is better value. The hotel staff was really very nice and they tried to accommodate all our requests promptly. The rooms are big and nicely furnished. There are plenty places to eat and drink. The swimming pool is huge and clean. The entertainment shows were very good. Secondly about the issues that we had. The issues that affected all tourists of both Lindo and Maya hotels The ocean floor on the beach at some places is rocky and we got several bruises and scratches when we hit the rocks under the water. The part of the way to the beach was going through the woody area and the smell in this area was similar to dirty public toilet –very unpleasant. Out of two Jacuzzi one was out of order (no water), and the other contained just a cold water. Additionally the Jacuzzis are situated in the middle of the pool (no walking bridge), so the only way to get in/out of Jacuzzi is to swim across the pool – very weird design. Our personal issues. The air conditioner in our room did not function properly, it was very noisy and did not stop even for a minute, even when the required temperature was reached. The toilet had two flush buttons: for small and big flush, but only the small button was working. One out of two toilet paper hangers was out of order. The water from the shower was leaking to the floor, so it was always wet. Wi-Fi did not work in our room.
Comment from Hotel Management
Dec 5, 2014 by QualityManagerMX, Hotel Management
Thank you for choosing our resort to spend your vacations. We are happy to know that you had a pleasant stay. However, we are sorry that you experience some issues during your stay with us and we would like to inform you that all our facilities, including rooms, pools and Jacuzzis follow a maintenance standard roll in order to keep our areas and rooms impeccable. Your comment will be definitely pass onto our Maintenance Manager to avoid the kind of situation in the future. We wish you might consider giving us another opportunity to host you and to experience all the positive changes made based on our guests’ recommendations with the intention of enhancing our facilities and keeping the natural environment that represents our hotel. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Atlanta

overall impression

Posted Nov 4, 2014
Pros: The help, daily activities including tennis drills and the daily activities and nightly shows.
Cons: The toilets in the rooms.
The facility was great. We did the lazy river, ate at the specialty restaurants and had advanced tennis drills with Peter. Everyone was friendly despite what we read on tripadvisor. Only negative comment was on the toilet in the rooms. Weird flush handle - never did figure it out after a week there.
Comment from Hotel Management
Nov 12, 2014 by QualityManagerMX, Hotel Management
We would like to thank you for sharing your comments with other travelers about your experience at our hotel. We are glad to receive feedback like yours where our guests mention us how wonderful time they had in our resort with our activities, shows, food and especially the service provided from the staff. Concerning your comment about our toilet flush, we would like to inform you that we contribute to preserve the environment avoiding wastage of water and our team is always happy to assist our guests when any problem is reported. Once again thank you for your kind review. We are looking forward to welcoming you again. Warmest regards,
3 out of 5
Recommended
for Everyone
by A verified travelerfrom Orange County, CA

Great, but they could use better management

Posted Oct 2, 2014
Pros: Entertainment staff, pools, food, activities, security.
Cons: Minor deferred maintenance (soap dispensers in restrooms, etc.) Have an actual manager on site, not just a reception clerk with a bigger name tag.
Location: Too much to list. We went to Xcaret which is about 20 minutes away and loved it. We also went to Coba, Chichen Itza, and Akumal (don't recommend).
Our check in process took about 2 1/2 hours due to a miscommunication between Expedia and the hotel that could have been quickly resolved if anybody available had the ability to make management decisions. There were some areas of minor deferred maintenance and it was nearly impossible to obtain small bills for tipping, but otherwise the property was great. The entertainment staff was fantastic, the pools were great for adults and kids, and all bartenders, restaurant servers, and security staff were very polite and friendly (despite the difficulty in tipping). The food at all of the restaurants was good (not great) and there were always a lot of options available.
Comment from Hotel Management
Oct 18, 2014 by QualityManagerMX, Hotel Management
On behalf of the staff and Management, we would like to thank you for choosing our resort for your vacation. We are glad to hear that you were pleased with our facilities, food and staff. Your feedback is the best source of information for us to know if we are going on the right track. We extend our sincerest apologies to you if you were disappointed with certain aspects of our Front Desk Team. Please rest assured that all your observations have been noted and will be passed on to our General Manager to avoid this kind of situation in the future. Once again, thank you for your comments; we hope you give us the opportunity to offer you our hospitality at IBEROSTAR. Warm regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 11, 2014
Beautiful hotel. Staff was great. Food was good not great. Drinks were good with premium alcohol.
Comment from Hotel Management
Sep 19, 2014 by QualityManagerMX, Hotel Management
Just a short note to thank you for choosing our resort for your vacation in Mexico. We are happy to know that our Staff and our drinks were of your liking. We will keep doing our best to have food offerings that satisfy our national and international clientele’s palate. We look forward to welcoming you back for another experience. Kind regards,