Ratings based on 1,217 Verified Reviews

4.3 out of 5
86% of guests recommend
4.5 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
3 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel

Posted Oct 17, 2017
My boyfriend and I were very excited to go on vacation together. The street was filled with gorgeous resorts and we were located on a side street towards the end. The area of the resort looked a little dingy and like a construction zone. The lobby was nice but was a little warm and smaller than expected. The hotel staff were extremely nice although they did give the couple in front of me a room that already had people in it (awkward). The suite was very nice and had a partial balcony lagoon view. Luckily the rooms were air conditioned unlike the main lobby. The pools were gorgeous and spacious. Three of the four restaurants were excellent. The “carribean” restaurant St. Trops did not serve any sort of carribean food. For our first night, it wasn’t the best place to choose for dinner although it was located on the beach. Zango was the breakfaat buffet as well as lunch and dinner. The food was excellent and the staff were amazing. The hibachi spot required reservations but the food was worth it. The only downside is we saw a spider crawling on the table with the food at the end of the night which clearly made us lose our appetite. Seasons was another delicious restaurant. The all inclusive resort included non motorized water activities which are located about 25 walking minutes away from the resort. There were karaoke nights and daily schedules dropped off to the room regarding the events held at the resort which was helpful.
Comment from Hotel Management
Oct 17, 2017 by Web Relations, Hotel Management
Dear Sharon, Thank you for letting us know the details of your stay. We can absolutely assure you that we'll work on the many aspects you mention, in order to regain your trust and hopefully welcome you for a second time in the future. Once again, thank you very much for sharing your concerns with us. Best Regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from Riverside, Ca

Better then expected

Posted Oct 16, 2017
Pros: very clean and spacious rooms
Cons: the buffet needs more variety
Location: the location isn't ideal but well worth the price
As we arrived for our stay I was pleasantly surprised because the hotel is much better looking in person than in the photos online. The food was better than other local hotels that are much more expensive. The room are spacious and very clean too.
Comment from Hotel Management
Oct 17, 2017 by Web Relations, Hotel Management
Dear Lucy, Thank you for your comments. We are happy to know your stay was better than expected in every possible aspect. Best Regards!
4 out of 5
Recommended
for Everyone
by A verified traveler from New York

Wonderful experience!

Posted Oct 14, 2017
It was my husbands and I first time in Cancun. The service checking in was fast and very helpful! Our room was wonderful, more than we Expected!! Overall the staff was very friendly and helpfull to our needs, we were very impressed!! The pools were so nice and in excellent shape and very clean! The beach was so beautifull and clean!! Our Spa experience was very satisfying also, they are very professional and super clean, and our massages were Excellent! The only thing we did not like was the constant pressure to make us listen to their presentations, we understand its their job but when we are on vacation we much not rather be pressured into other deals or promotions. Overall the experience of the smaller resort was the Best we have had so far!! Special thank you to Juan the kitchen manager for helping me with my special order of Nachos!! Also to Veronica our very friendly server, who always made sure we had a drink at Bar One!! And also to Elena and Diana for our Excellent massages! And many others thank you for making our vacation fun, exciting, and very Relaxing!!!
Comment from Hotel Management
Oct 14, 2017 by Web Relations, Hotel Management
Dear Isis, Thank you for staying with us. We are glad to know your anniversary was as special as you deserved. Congratulations!
2 out of 5
by A verified traveler

Beware

Posted Oct 9, 2017
No way this is a 5/4 star hotel. They need to invest in a good central air system. The front desk staff need to retrained. I went for a wedding and I would not recommend having a wedding there. I stayed the end of Sept. For a full review, please refer to my in depth review on Tripadvisor.
Comment from Hotel Management
Oct 11, 2017 by Web Relations, Hotel Management
Dear guest, We have received your email. Thank you for contacting us.
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

Vacation 2017

Posted Oct 5, 2017
Upon arriving we were greeted by a staff member with 2 glasses of champaign and a rose for myself. Despite someone trying to convince us to do a timeshare presentation everyone is very attentive. Our room was beautiful. Balcony view was beach side and partial lagoon view. Food was to American but Italian restaurant was delicious. If you want Mexican food I recommend Mercado 28. Swimming pool is 24 hours and hotel beach is beautiful. Bar one has good entertainment every night and delicious drinks all around. We had a great time at Sandos. Can't wait to go back.
Comment from Hotel Management
Oct 6, 2017 by Web Relations, Hotel Management
Dear Piixiie, We are happy to read your comments; specially since it's a positive feedback regarding your excellent experience. We'll be looking forward to welcome you back. Best Regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from NY

Nice infinity pools, awesome food

Posted Sep 30, 2017
Nice infinity pools, awesome food, great waiters (Antonio and Daniel). The ladies that seated us for our meals end up remembering our name on the last day. Very good hospitality. They work hard to make you want to come back. As far as the concierge offering a 90min presentation that may end up turning into a day of time share meeting, we were fortunately warned ahead of time and avoided it since we only had a few days to enjoy.
Comment from Hotel Management
Oct 2, 2017 by Web Relations, Hotel Management
Dear Amanda, Thank you very much for your comments; we'are glad to know your stay was amazing! Best Regards.
3 out of 5
Recommended
for Everyone
by A verified traveler from richmond

Posted Sep 29, 2017
Bad service at Italian restaurant and it took 20 minutes to get bread that was cold and not warm like it should be.
Comment from Hotel Management
Sep 30, 2017 by Web Relations, Hotel Management
Dear Claribel, Thank you for letting us know your concerns regarding the service in Frattini's restaurant. We have informed the Executive Chef and the F&B Department to take the necessary actions, in order to avoid any future similar situation. Once again, thank you for your comments. Best Regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from Richmond Hill, NY

Amazing

Posted Sep 27, 2017
Pros: everything
Cons: no need...perfect
Location: location was really good. close to the airport. close to the activities. we did the snorkeling and boat ride which was amazing. beach is beautiful.
very nice hotel. close to the beach. excellent food. service is wonderful. absolutely loved it. both my husband and I had a wonderful time and can't wait to get back.
Comment from Hotel Management
Sep 27, 2017 by Web Relations, Hotel Management
Dear Sherry, Thank you for choosing us as your vacational destination. Looking forward to welcome you back. Best Regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from Orlando, FL

Hotel was Neat

Posted Sep 26, 2017
Pros: Beach accessiblity. Gym.
Cons: Fresher options for food. Better dessert options.
Location: Downtown by riding the bus for $1USD each way.
Hotel was nice overall. Staff was pleasant, but they mostly catered to those of fair skin. A bit pushy on the timeshare of theirs. The Spa staff do not give clear instructions and you have to ask multiple times/people for assistance. Gym was overall good enough. The view was fantastic, as the hotel had a short walk to the beach. Sea turtles where able to be seen during the time we traveled, which was great to see. Our only concern was the room we received. We had requested a King Bed and partial beach view, but ended up with the tennis court view and 2 Queen beds. Staff were able to work their magic and get the 2 Queen beds into 1 giant bed, but kept saying that they would accommodate us to another room the following day. Mind, we stayed 5 nights, and each day was the same excuse 'we are booked, try again tomorrow after some rooms become vacant.' Would recommend to friends who can handle being discriminated due to their tan complextion.
Comment from Hotel Management
Sep 27, 2017 by Web Relations, Hotel Management
Dear Richard, First and foremost, thank you for staying with us. In no way, our staff discriminates guests. We welcome guests from all over the world and we can absolutely assure you we have never gotten a single complaint regarding discrimination, since we are human beings and one of the most recognized brands worldwide due to our concept, facilities and most importantly, the outstanding staff. Once again, thank you for your comments. Best Regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from Tennessee

Excellent Hotel and Staff

Posted Sep 24, 2017
Pros: Compact layout, friendly staff, and great food.
Cons: An outside bar for pool and beach service that is open daily and stays open later than 5pm.
Location: The hotel is a little walk to the bus stop or the hotel can call you a cab. There is a variety of things to do offsite.
We just returned from our week long trip. We have been to Cancun 16 times and have always stayed at high-end "adults-only" resorts so we were concerned about this resort being a family resort. However, there were very few children at the resort during our stay, so much so that many of its guests thought it was an adults-only resort. The hotel was very nice and clean, and we loved the compact layout of the hotel. The 3-tiered infinity pools were beautiful and never too crowded. The beach was beautiful and there was never any issue getting a lounger or cabana with an umbrella for shade. The entire staff at the hotel was excellent and always willing to please. The entertainment staff was very engaging and friendly but not overly pushy to participate if not interested. The food was also very good as well as the presentation of the food. The only complaint is that there is no "outside" bar for the pool area and beach after 5pm. Bar Two, which is an extremely nice outside bar, is only open a few days a week and once the other outside restaurant closes at 5pm there is no bar service for the beach or pools unless you go inside the resort. Bar Two should be open everyday and stay open until at 6-7pm. It would be a cool place to hang out even in the evenings! We loved this place overall and plan to return next year.
Comment from Hotel Management
Sep 25, 2017 by Web Relations, Hotel Management
Dear Tia, Thank you for sharing with us the excellent impressions we left on you during your stay and afterwards. We truly hope to have the honor of welcoming you back in the near future for a 17th time! Best Regards.