Enjoyed our stay
Posted Nov 28, 2016
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.