Ratings based on 1,529 Verified Reviews

3.6 out of 5
70% of guests recommend
4.0 Room cleanliness
3.9 Service & staff
3.8 Room comfort
3.6 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from canadian

Family wedding

Posted Dec 14, 2017
Arrive without reservation. Not sure guests are staying here. Price, $175 per person, $350 for my wife and I. Request to be taken to bridal party to discuss arrangements, flatly refused. They wanted $120US to allow my wife and I on the premises for five minutes. Left in disgust. Booked it on line that night for 2/3 of the price, which was still overpriced. Keep driving.
3 out of 5
by A verified traveler

Posted Dec 8, 2017
Average hotel / resort nothing stands out. 4stars at best!
Comment from Hotel Management
Dec 8, 2017 by Hotel Manager, Hotel Management
Thank you for your visit and your comments
1 out of 5
by A verified traveler

Posted Nov 28, 2017
I won't go back to that hotel and won't recommend it to anyone.
Comment from Hotel Management
Nov 30, 2017 by Hotel Manager, Hotel Management
Thnak you for your visit
3 out of 5
by A verified traveler from NYC

You get what you pay for!

Posted Nov 28, 2017
I’m not totally disappointed in the stay...I booked a trip to Mexico on Thanksgiving Day and left the next day. So for last minute it’s not bad. Just surprising that the reviews on Travelocity were so high for this place. Below are a few key takeaways.... STAFF - the staff in all restaurants and serving at the pool and beach were great. Super friendly and always smiling. The people at any bar looked like they hated their lives. I stayed in the Tulum section of the hotel and was super irritated when my key card wouldn’t work. There are no phones in the lobby and the front reception is about a 15 minute walk. None of the cleaning staff would stop and help or call. One lady who looked like the manager told me I have to walk back when she clearly had a wallkie talkie on her. After bothering her for a few mins she finally got annoyed to just call. It was so irritating! Also the throw pillows had stains so I put it in the closet. Whoever cleaned my room kept putting it back on my bed when they cleaned.... Food - less than average buffet. We only fined in a formal restaurant once and opted to head to the city. It’s about a 330 peso ride.
Comment from Hotel Management
Nov 30, 2017 by Hotel Manager, Hotel Management
I wish to thank you for your feedback and for your preference. We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
4 out of 5
Recommended
for Everyone
by A verified traveler from california

Nice location

Posted Nov 16, 2017
Costumer service excellent food excellent Very satisfied
Comment from Hotel Management
Nov 17, 2017 by Hotel Manager, Hotel Management
Dear Pablo, Thank you very much for your visit and your nice comments, See you soon
2 out of 5
by A verified traveler from SAN ANTONIO TX

HORRIBLE ATTITUDE THE SATFF

Posted Nov 13, 2017
Pros: THE FRUIT ON BREAKFAST IS OK
Cons: TRAININING TRAINING TRAINING OF YOUR STAFF THEY LACK LOTS OF TRAINING ALSO QUALITY OF THE FOOD CAN BE IMPROVED
Location: THIS IS THE KIND OF HOTEL THAT TAKES 40 MINUTES TO GET OUT IS REALLY BIG AND THER IS NOTHING AROUND IN MANY MILES SO DONT PLAN TO GO ANYWHERE.
I ARRIVERD AT 11 PM RESERVED THOUGH EXPEDIA THEY TOOK 2 HOURS TO FIND MY RESERVATION SO I HAD TO WAIT AT THE LOBY UNTIL 1 AM THE FOOD WAS TERRIBLE THE JUICES WERE SUPER FAKE AND HORRIBLE WATER WITH PAINT AND LOTS OF SUGAR THE FOOD GREASY AND CHEAP THEY HEVE 4 NICE RESTAURANTS THAT SUPOSE TO BE ARE GOOD BUT YOU NEED TO MAKE A RESERVATION SEVRAL DAYS IN ADVANCE SO I DIDNT TRY THEM OUT (HOTEL SCAM) THE BEACH IS HORRIBLE TAKES 20 MINUTES TO GET A DRINK BEAUSE THE BARTENDERS ARE RUDE AND WONT POUR YOU UNLESS TOU TIP THME VERY WELL. I A CORPORATE JET PILOT AND SPEND HALF THE YEAR IN HOTELS AND RESOTS FOR WORK SO I BEEN AROUND AND THIS HOTEL IS AMONG THE WORST I BEEN.
Comment from Hotel Management
Dec 1, 2017 by Hotel Manager, Hotel Management
We wish to thank you for your feedback and for your preference. We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
3 out of 5
by A verified traveler

Nice except constantly getting solicted for time s

Posted Nov 12, 2017
Workers would only speak English when forced and the concierge would constantly try selling you the time share and when found out you weren't interested they wouldn't give you the time of day. Also, 90% of the tourists at the resort do not speak english.
Comment from Hotel Management
Nov 14, 2017 by Hotel Manager, Hotel Management
We wish to thank you for your feedback and for your preference. We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Oct 29, 2017
very good the treatment is excellent the hotel in general very good
Comment from Hotel Management
Nov 1, 2017 by Hotel Manager, Hotel Management
Thank you very much for your nice comments and for the pictures enclosed. See you soon, Sincerely,
2 out of 5
by A verified traveler from New York

Worst hotel's beaches on Riviera Maya

Posted Oct 23, 2017
Pros: The drinks were good
Cons: Air conditioned on public areas, fix the beach, keep cleaner the rooms.
Location: Too close to Down town Playa Del Carmen and too far from nice beaches
No air condition on public areas like lobby, restaurants, the hotel was OK but the beaches are horrible, no maintenance on the beaches, too expensive for what you receive.
Comment from Hotel Management
Oct 23, 2017 by Hotel Manager, Hotel Management
Thank you for your positive and for your feedback, See you soon, Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Oct 21, 2017
Great vacation with awesome friends. Public bathrooms could have been better ventilated. Always bring Bug spray.
Comment from Hotel Management
Oct 23, 2017 by Hotel Manager, Hotel Management
Thank you for your visit, See you soon, Sincerely,