Ratings based on 2,802 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
88% of guests recommend
4.5 Room cleanliness
4.3 Service & staff
4.4 Room comfort
4.3 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Everyone
by A verified traveler

Great time, would go back tomorrow!

Posted Feb 5, 2016
Location: perfect setting, right on the beach; not far from attractions either Check-in: smooth; since room wasn't ready right at check-in time, were upgraded to room with personal balcony tub Room: clean, good condition, no issues the entire week Amenities: room service was prompt, convenient; operator was helpful with answering questions, fulfilling needs Food: Blue Agave was simple and my fave, Market Grill, Fuego (great!); the others were good; Naos was okay Local Transportation: caught city bus for super cheap, took us to Mercado 28 which is THE place for fun souvenirs Timeshare Pitch: voluntarily sat through 90 min pitch to receive discount on spa options Spa: did a couple's massage, very good and professionally done Beach Access: hotel lies right on the beach, exclusive ocean front access; servers bring drinks non-stop Overall: had a blast and would return tomorrow, would highly recommend; only critique would be to continue upgrades, hotel was built in the 90s and could keep improving facilities
1 out of 5
by A verified traveler from New York, NY

Horrible

Posted Feb 3, 2016
Cons: Everything
The hotel feels like 2.5 stars and definitely not 4.5 as expedia claims. It lacks in all aspects. Upon check-in they gave us an old ugly room in the basement of the hotel, after I complained they gave us another room with dirty sofa and outdated and broken cabinets, very ugly. Then after I screamed on them that their rooms are nothing like displayed in Expedia pictures, they gave me a third room, supposedly "nicer". We didn't want to adventure through more rooms so we stayed there. The room was outdated, bathroom old, bathroom door broken with no lock at all, light switches broken, dirty towel, no bathrobes or slippers... Also the room was in the main pyramid, we (with 2 kids) couldn't sleep half of the night due to noise, loud music and drunk people screaming in hallways. The buffet was the worst I've ever experienced (we've been to Mexico 15+ times), food cold and really really bad, with very little options. Pools cold and very old. Service OK. Not sure why this is even considered Expedia's VIP hotel. We weren't offered a free upgrade, even though hotel was half empty and I even asked about the upgrade, and no other perks at all. Total disaster.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Feb 2, 2016
It was very surprising in a great way would definitely return and the staff was great as well. Thank you
Comment from Hotel Management
Feb 3, 2016 by Quality Department, Hotel Management
Dear guest, Thank you for your comments and for allowing us to host you on this trip. We are definitely waiting for you too! Kind regards
4 out of 5
Recommended
for Everyone
by A verified traveler from Missouri

perfect tour with 2 yrs old daughter

Posted Feb 1, 2016
Pros: Food, Service, Beach Console
Nothing can be blamed. it was great. If I have chance to cancun again, I will choose this hotel. Fair price, Good service. Also near to the airport(around 15 mins using car)
Comment from Hotel Management
Feb 3, 2016 by Quality Department, Hotel Management
Dear guest, We are pleased to know that you had a wonderful time with your family and your little kid. We are always working hard to fulfill expectations. We'll be waiting for you. Best regards
3 out of 5
by A verified traveler from columbus, oh

Average at best

Posted Feb 1, 2016
3 of the 4 nights the we stayed the hotel, closed everything down at 11pm. Was explained to be an electrical issue, but Coke to find out there were at 20% capacity and wanted to save money. Not cool for and all inclusive to do. No discounts were offered.
Comment from Hotel Management
Feb 5, 2016 by Quality Department, Hotel Management
Dear guest, We'd like to apologize for the power outage happend, it was part of maintenance and is something that does not happen frequently. We hope you can give us a second chance to enhanced your experience. Kind regards
5 out of 5
Recommended
for Everyone
by A verified traveler from Albany, NY

Great Hotel, great location

Posted Feb 1, 2016
Pros: All Inclusive, Location, Outstanding Service Personal and a nice birthday surprise in the Room.
Cons: Room cleanliness I would rate an 8 out of 10...
Very nice hotel and location. Beach is awesome. We did not like the room they put us in initially but it was changed the following night to a much quieter and more modern Design Room without any problems. Being an all inclusive food and drinks are plentiful and quality was as we expected high. Service personal is very friendly and always very helpful. Big thanks to Oscar , Rodrigues Jesus and Martin in the Restaurant, Andres and Eder at the Nespresso Bar [what a tread and included!] and Sergio on the Beach who made sure we were always stocked with drinks. Outstanding, Thanks Guys.
Comment from Hotel Management
Feb 5, 2016 by Quality Department, Hotel Management
Dear guest, We are glad knowing your experience with us was fantastic. Thank you for taking the time recongizing the efforts of our staff. We will share your comments with them. We look forward to your next visit. Cordially;
5 out of 5
Recommended
for Couples
by A verified traveler from Houston, TX

Great resort for a couple

Posted Jan 29, 2016
Pros: Clean, great staff, individual cabanas, very good food, top shelf drinks, Royal Service wing of the resort.
Cons: Asian restaurant food.
Location: We never left the resort.
I went for 4 days with my wife to get away. Wonderful hotel with a fantastic staff. We upgraded to the Royal Service which was well worth it, especially if your intention is to relax. The food everywhere was wonderful, especially at the outdoor lunch in the Royal Service area (one exception - the Asian restaurant food was disappointing). We used the individual cabanas to hang out in every day by the pool & beach - this was possibly the best part of our trip. The resort was extremely clean, quite large with a lot of options. I would definitely recommend it.
Comment from Hotel Management
Feb 3, 2016 by Quality Department, Hotel Management
Dear guest, We appreciate your wonderful comments and the opportunity to respond. We are glad to know you experienced our Royal Service treatment and all amazing benefits that comes with it. Thank you for sharing your thoughts and concerns, we will share them with the team. Looking forward to your next visit.
5 out of 5
Recommended
for Everyone
by A verified traveler from Reno, NV

Good first all inclusive experience

Posted Jan 27, 2016
Rooms are clean and spacious, staff is friendly and helpful. Make dinner reservations early, they fill up. Check out daily events and activities. Don't book anything through Alfredo Baez Ortiz at the local expert office, he will try to rip you off.
Comment from Hotel Management
Feb 3, 2016 by Quality Department, Hotel Management
Dear guest, Thank you very much for your comments, our staff is always working hard to exceed expectations. Thank you for bringing this matter to our attention, we will share your comments with the staff. We hope we can welcome you back again! Sunny regards.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 27, 2016
Nice hotel but the rooms can use some upgrades. They definitely need to fix their key problem, they stop working.
Comment from Hotel Management
Feb 5, 2016 by Quality Department, Hotel Management
Dear guest, We would like to take the opportunity to mention that we do have plans already to upgrade our rooms this year. You should defintely be prepared for our upcoming renovations. Kind regards
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 26, 2016
I really enjoyed myself and the device everyone was friendly