Ratings based on 3,202 Verified Reviews

4.6 out of 5
94% of guests recommend
4.8 Room cleanliness
4.7 Service & staff
4.7 Room comfort
4.7 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

Beautiful place

Posted Sep 22, 2017
Pros: Its very nice inside
Cons: The look of the hotel outside
Location: Smack down in the middle of the Hotel Zone you can do a lot.
Other then the outside of the hotel looking a bit dated. the inside and the layout of the hotel is nice. the hotel service was great too.
5 out of 5
Recommended
for Everyone
by A verified traveler from Brooklyn, NY

Beautiful hotel

Posted Sep 20, 2017
Beautiful hotel in the center of hotel plaza. Staff very friendly and the service provided top notch.
Comment from Hotel Management
Sep 20, 2017 by Edgar Novelo, Hotel Management
Thank you for taking the time to post. we are very happy to learn taht you felt our top-notch service! We would love to pamper you again in the near future!
5 out of 5
Recommended
for Everyone
by A verified traveler from texas

Excellent hotel !!

Posted Sep 20, 2017
I had a fabulous time the spa is amazing and the pools are the cleanest ever .!!! Truly recommend
Comment from Hotel Management
Sep 20, 2017 by Edgar Novelo, Hotel Management
Thank you for taking the time to post. That´s great that you spend a relaxing time in our Gem Spa! And when you return to Cancun, we are here to serve you!
3 out of 5
by A verified traveler

Be Careful

Posted Sep 19, 2017
During the stay they charged me about $60 for a phone 1800 phone call so I have questioned it and only after I did that they apologized to me it was a mistake and said to disregard the charge because it 1800 phone calls are included with my room. Anyway at the check out a different staff member tried the same thing on me and wanted me to pay $1000 pesos for a phone call. This time I got mad and said that what the hell is going on here. Well guess what he apologized and told me it was a mistake and that I didn't have to pay anything. Now imagine if I did not question these charges. Where would the $$ end up if I had paid ?? Well 1800 calls were included in my room. So it would end up in their pockets of course.... careful !
Comment from Hotel Management
Sep 22, 2017 by Edgar Novelo, Hotel Management
Thank you for taking the time to post. We are very sorry to hear that, please accept our apologize for the inconveniences you experienced during your stay. Please be assured that we are working on it in order to improve it. Hopefully you will grant us the opportunity to welcome you once again.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 17, 2017
besides how beautiful the hotel and room were, the service was way beyond amazing. i will definitely come back here in my future cancun vacation..
Comment from Hotel Management
Sep 18, 2017 by Edgar Novelo, Hotel Management
Thank you for recommend us. We are very happy to learn that during your stay with us you felt pampered! We would love to welcome you again!
5 out of 5
Recommended
for Everyone
by A verified traveler from BROWNSVILLE TN

Unbelievable!!!

Posted Sep 17, 2017
Our stay was BEYOND what we could possibly imagine. The pictures on the internet do not do this resort justice!!! EXCELLENT!!!!
Comment from Hotel Management
Sep 18, 2017 by Edgar Novelo, Hotel Management
Thank you for taking the time to post. It is wonderful to know that we were able to go beyond to your expectations! All of us are looking forward to your next visit!
4 out of 5
Recommended
for Everyone
by A verified traveler from New Orleans

Beautiful Hotel

Posted Sep 12, 2017
Hotel is Fantastic. The hotel lobby, restaurants, pool area, beach and spa were over the top. The spa might be one of the nicest in the world. Great location and very convenient to everything. If your looking for a super fancy experience, this is your place. If your looking for an authentic Mexican experience, don't stay here or even go to Cancun.
Comment from Hotel Management
Sep 12, 2017 by Edgar Novelo, Hotel Management
Thank you for taking the time to post. We are glad that you enjoyed from our top-notch Gem Spa to our amazing service provided by our highly trained personnel. We hope to see you soon!
3 out of 5
by A verified traveler

Nice hotel it was close to the beach but...

Posted Sep 12, 2017
The hotel was very nice but I didn't like the toxic smell in my room. The service and the food was great BUT I didn't like the fact that they charge you a delivery service fee even when you are ordering right at the bar. I could understand if I had them deliver it to me room. they are now starting to charge all the guest a resort fee. I stayed at the same hotel last year and they didn't have a service fee or resort fee. I felt like I was in vegas Smh. I asked the front desk what does the resort fee consist off and she didn't even know.
Comment from Hotel Management
Sep 18, 2017 by Edgar Novelo, Hotel Management
Thank you for taking the time to post. We glad to learn that liked the hotel and our service. On the other hand, we are really sorry to hear that we didn’t meet your expectations, please allow us to apologize for all the inconveniences that you experienced, in addition we have notified the situation accordingly to our Hotel Manager. All feedback is appreciated as it helps us to constantly improve our efforts and strategies. We hope to have the opportunity to host you again in the near future.
5 out of 5
Recommended
for Everyone
by A verified traveler from Houston

AAA +++ Service

Posted Sep 11, 2017
Pros: Everything
Cons: None
Location: Excellent location, nearby restaurants and shopping centers. The beach is superb!!!
Excellent, all the way from arrival to departure.
Comment from Hotel Management
Sep 11, 2017 by Edgar Novelo, Hotel Management
Thank you for your nice review. We are glad that you enjoyed the facilities, the hotel location and all our great service. We hope to see you soon!
5 out of 5
Recommended
for Everyone
by A verified traveler from New mexico

Posted Sep 10, 2017
Staff was awesome! Hotel was beautiful. Wish I could've stayed longer.
Comment from Hotel Management
Sep 11, 2017 by Edgar Novelo, Hotel Management
Thank you for recommend us. We are satisfied that you had great experience with us; it was a pleasure to service you!