Ratings based on 920 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
91% of guests recommend
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
4 out of 5
by A verified traveler from US

Nice hotel and many things to do.

Posted Dec 1, 2016
Was very pleased with the staff especially the star club crew. The only thing that was a problem was the location. The red flag days and the ocean waves were strong and only had one day that the water allowed some use. this was the first trip to Mexico so maybe that isa the way it is. We had a good time and would like to do it again some time.
Comment from Hotel Management
Dec 6, 2016 by Quality Manager , Hotel Management
Thank you for sharing your review about your last stay among us. We are pleased to know that you spent a great time we us. Also, we would like to mention that we are proud to have the largest access to the Cancun’s beach; however, sometimes when the tide gets rough, we do take care of their safety and we place the red flags for warning and also we count with lifeguards to watch over the area. Once again, thank you for your comments and we hope to have the opportunity to welcome you back here in your second home in Mexico. Sunny regards,
4 out of 5
by A verified traveler from US

Enjoyed our stay

Posted Nov 28, 2016
Cons: They shouldn't give out any straws since they kill the sea turtles but they always did. They should pick up trash on the beach several times a day.
Location: Beach is lovely, water is a bit rough. We loved excursion to snorkel in the cave. Tulum was just ok.
The food is very good, but there was no fresh fish available, which is surprising since you are by the ocean, and we were disappointed with the steak restaurant. The employees gave us a hard time when all members of our large party tried to make reservations for the restaurants together, and we saw for ourselves the restaurants were empty. The pools are nice, and the beach is lovely but the water was very rough for our 7 year old, and there was a riptide one day so none of us could go in. Don't bother with the upgrade to their star service unless you play golf as the private beach was just a few beds off to the side and the regular beach was just fine, and the private concierge was no help at all. We had a very hard time booking our excursion and got the run around from the excursion booking person and the concierge was no help. They will try to hard sell you into a time share from the second you walk in but we refused to talk to them.The rooms are nice, but definitely not 5 stars. The bathroom is tiny and you can barely close the door of the bathroom and the sink is the room with no door. The water gets all over the floor when you shower because the door only covers half the shower. The tiles are cracked, the pillow cases had small holes. Room was clean. Bars and alcohol is readily available if that interests you. Lots of families. The light show was great, the other shows were cheesy.
Comment from Hotel Management
Dec 5, 2016 by Quality Manager , Hotel Management
We are glad to know that you had a great time and that you and your family enjoyed the hotel facilities, the pools and the beautiful beach. On the other hand we very are sorry that you found our rooms to be antiquated and require renovation, however we do appreciate your honest feedback and we have sent your comments to our management for consideration. Regarding dinner reservations, the availability depends on the amount of clients we have at the hotel at the time. However we do try to be really flexible with this, as we know that many guests like to repeat their visits to certain restaurants. When guests that did not make reservations ask our employees, they are allowed in as long as there is space available. Sometimes some guests that do make reservations do not show up so we need to wait a few minutes until we can give their space to other guests Once again thank you for your feedback and we hope see you again on your next vacations in Cancun. Sunny regards,
5 out of 5
by A verified traveler from US

Never forgot that nice time!

Posted Nov 28, 2016
The hotel is super nice, staff cool, Mexican behavior are very polite and dedicated to give an enjoying time, hopefully they all have a salary raise, the entertainment in night WOW!
Comment from Hotel Management
Dec 6, 2016 by Quality Manager , Hotel Management
Thank you very much for your brief review. We are pleased to know you enjoyed all aspects of our resort, especially our service. Your feedback is very important to us, as it helps as a guide to our constant growth and improvement. We are looking forward to the opportunity to welcome you back soon. Best regards,
5 out of 5
by A verified traveler from US

Posted Nov 26, 2016
Pros: Everything was good
Cons: Putting lazy river
Location: There is few activity in nearby
Good trip hotel was good flight was trible Don't use spirit air line. Specially with connection flight seats our not conftebl
Comment from Hotel Management
Dec 6, 2016 by Quality Manager , Hotel Management
Thank you very much for sharing with us your vacation experience. We are delighted to know that you had a wonderful time, our main goal is to make your stay go beyond your expectations, and it make us really happy to know we were able to make your stay so memorable. We hope to see you soon on your next holidays in Mexico. Kind regards,
4 out of 5
by A verified traveler from Guatemala City

Posted Nov 25, 2016
Great pools, great beach and the entertainment is outstanding. Food its OK. Good value for your money.
Comment from Hotel Management
Dec 6, 2016 by Quality Manager , Hotel Management
On behalf of all the hotel staff, we would like to thank you for choosing our hotel and taking the time to send us your comments. We are delighted to hear that you have had a great time with us and that we were able to make your stay so enjoyable. We will be more than happy to share your comments with our staff, especially entertainment staff as they were part of your amazing experience. We look forward to seeing you again in your next vacations in Cancun. Sunny regards,
1 out of 5
by A verified traveler

Bring a throw up bucket

Posted Nov 25, 2016
I got food poisoning from the Japanese restaurant in the hotel. Spent an entire night throwing up and in severe stomach pain...then another day in bed with a fever and stomach pain. The bad part is, the hotel did not care. They did not want to hear anything about it and in no way tried to help. When I checked out, i asked for one night off the bill which seemed fair to me. They would not. They refused to even check into it. My advice to anyone thinking of going here, forget it. Find another hotel.
5 out of 5
by A verified traveler from US

Posted Nov 25, 2016
Great location and facilities! Would absolutely stay at this property again!
Comment from Hotel Management
Dec 6, 2016 by Quality Manager , Hotel Management
Thank you very much for taking the time to post and share your vacation experience and your impressions. We are happy to know you had a good time with us and we really appreciate your comments as it is very helpful in our efforts to continuously strive for the excellence. We look forward to seeing you again very soon. Sunny regards,
5 out of 5
by A verified traveler from Estado de Mexico

Me ENCANTO

Posted Nov 23, 2016
Pros: TODO los alimentos de primera, instalaciones y los servicios
Cons: NADA, me encanto
Los empleados de cualquier área son EXTRAORDINARIOS me trataron super bien, mas alla de hacer su trabajo te consienten y te hacen sentir muy apapachado
3 out of 5
by A verified traveler from US

Not best choice for young adults.

Posted Nov 22, 2016
But seems to be a great spot for older couples, just not young adults. Limited options for breakfast and lunch. There are 4 restaurants that are only open for dinner and require reservation. The first night when we checked in I sat at the concierge desk to make a reservation and the lady told me, "there are no more reservations, tonight you will eat buffet." This was VERY disappointing, especially in the manner that she said it and within 20 min of arriving on property. What's worst is that the restaurants were empty the next two days we had reservations. Huge miss on there end as it negatively impacted our perception of the hotel right off the bat. Sports bar was pretty weak and only had the ability to show one NFL game on Sunday - another huge loss in my opinion. Food was decent, nothing to brag home about, but I guess that's expected in an all inclusive resort. In the end, I probably wouldn't stay here again or recommend it to friends, but I would recommend it to my grandmother.
Comment from Hotel Management
Dec 6, 2016 by Quality Manager , Hotel Management
We would like to mention that we have a huge commitment to offer an exceptional vacation experience to our guests. We regret to know that the restaurant reservations affected in some way your stay with us; we are constantly working in order to accommodate everyone the best way possible. However, we have shared each point with the corresponding departments in order to verify them and take the proper corrective measures. Once again, we appreciate your comments and we hope to have a second opportunity to welcome you back in a near future and show you the level of service that recognizes us. Warm regards,
3 out of 5
by A verified traveler from Florida

Wonderful Staff

Posted Nov 22, 2016
Pros: The Staff
Cons: Cleanliness of pool and hot tubs
Location: Location was great
The hotel was very nice, staff was exceptional, Bartenders need course on making drinks, Food was fair, cold and not consistent with the exception of the steakhouse and Japanese Restaurants. The pool and both hot tubs were not very clean. Entertainment and staff were very good. I would not rate this a 5 star hotel maybe 3.8 to 4. The grounds were very nice and well kept.
Comment from Hotel Management
Nov 24, 2016 by Quality Manager , Hotel Management
Thank you for sharing with us your impressions about your recent stay. We are very glad to know that our staff was able to make your holiday a pleasurable experience and that you enjoyed the facilities. On the other hand, we are sorry to hear that the food and drinks were not up to your expectations. Our main goal is to offer the best experience to our clients; therefore we would like to share with you that we work continuously to improve. Once again that you for the time to share with us your experience and hopefully you will give an opportunity to host you in the future. Sunny regards,