Ratings based on 254 Verified Reviews

3.9 out of 5
72% of guests recommend
4.5 Room cleanliness
4.1 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from Denver

Great hotel, staff were excellent!

Posted Jan 17, 2018
Pros: Loved the location, the private beach, and the staff were all excellent!
Cons: Nothing!
Quiet resort, but still had plenty to do. Perfect for us!
2 out of 5
by A verified traveler

This Hotel Has NO BEACH

Posted Aug 18, 2017
The restaurants on the property are OK but they serve small amounts of food.. The staff at the hotel are wonderful polite and great. But the people that work at the front desk or not. This hotel does not have a beach.. The beach was wrecked some years ago and they cannot fix it. The AC in the rooms do not call down the rooms. Refrigerator in the room also do not work.. and swimming in the pool can become dangerous because the pool needs to be re-tiled
Comment from Hotel Management
Sep 6, 2017 by Jim, Hotel Management
Thank you for your comments. We are taking measures to improve based on your comments.
4 out of 5
Recommended
for Everyone
by A verified traveler from Houston

Posted Aug 2, 2017
Beautiful place!!! We loved the Manglar experiences, kayaking, snorkeling, biking... it was amazing!!! All the Staff was very nice and polite!! Amazing people. I was glad that the hotel was close to the parks (Xcaret,Xplor, etc). The only thing I would recommend to make the stay more pleasant, is that they change the feather pillows and bed feather pillowtops more often or for other materials.... the room and pillows were smelling humid.... but everything else very nice!
Comment from Hotel Management
Aug 5, 2017 by Jim, Hotel Management
Thank you for your comments. We are glad you enjoyed your stay. And thank you for your comments about the bedding. We will report that to our housekeeping department. Come back soon!
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 9, 2017
Beautiful Hotel. Great activities that the hotel offers you. Friendly staff.
Comment from Hotel Management
Jul 15, 2017 by Jim, Hotel Management
Thank you for your comments. We are glad you enjoyed your stay with us. Hurry back!
5 out of 5
Recommended
for Everyone
by A verified traveler from Santa Cruz, CA

We had a lovely stay.

Posted Jul 1, 2017
Rooms were spacious and clean. Hotel staff were very nice, especially the pool concierge. There was something for all ages. Our 5yr old loved kids club,while teens and adults loved snorkeling and kayaking the cenote. There are 2 very large pools, with burgers pizza and drinks poolside. Food was everywhere, buffet had many options. The fancy Italian place requires long pants for men, no small kids. I like that there are many environmental considerations taken in the hotel operations. There is a rental car agent on site for excursions, also taxis.
Comment from Hotel Management
Jul 8, 2017 by Jim, Hotel Management
Thanks for the kind words. We are glad you enjoyed your stay and we will pass your compliments to the staff. Hurry Back!
2 out of 5
by A verified traveler from Monterrey, Mexico

Beatifull Natural Cenote and River. Worst service

Posted Jun 25, 2017 on Orbitz
The hotel has a beautiful natural cenote and river which you can visit and snorkel into them but it is a shame that the hotel does not take advantage of that because the bad general service, for the Next reasons : 1. Bad attitude at check in. There's no explanation about the cenote and river tour, and about facilities and places to eat and drink. 2. They offer some kind of premium liquor but when bartender gives you your drink uses another of less quality trying to cheat the customer. 3. You have to call front desk in order to clean the room every day when it should be automatic. 4. Only one waitress for beach and pool. Imposible for her to give a good service and when you go to the pool bar for a drink the bartender had bad attitude. 5. Concierge never was in his place when we need asistente 6. The hotel has a "club members" concept which I suppose is for share owners, because nobody in the facilities explain us exactly what it is but you can not use some places throughout the hotel facilities that the club members can. The effect: you finish hating the club members concept and you do not want to be part of that strange "concept". 7. The towels at the pool And rooms are not in good conditions. 8. The bartenders at the pool does not wash the plastic glasses they only put water on them and they use the glasses again.
Comment from Hotel Management
Jun 29, 2017 by Jim, Hotel Management
Our most sincere apologies about all issues mentioned and be assured that we are taking action to correct them. About our staff, we will ensure that they receive the correct training to give the service and attention in accord with the category of our Hotel. We will reinforce the service of waiters in pools and beach also. We are also replenishing our stock of towels this month. Thank you and we appreciate your comments. Regards, Hotel Manager
2 out of 5
by A verified traveler

Posted Apr 18, 2017
Food was bad, and the fridge was broken also the hot tub was broken
4 out of 5
Recommended
for Everyone
by A verified traveler from Ashburn, VA

Beautiful property with average service

Posted Apr 15, 2017
We stayed at the resort for 3 nights and 4 days. The resort is very nice and pools are great. Beach is good too. Lots of dining choices. Activities in the natural park such as snorkeling, kayaking, sensory tour were free and significantly increased the value from the trip. Very good dining options, both casual and formal. I would rate the resort 4 star. However, the service across the board was 3 star at best. Service staff were short in all dining areas including buffet. It would take 10 minutes to get water or anything. We were missing two forks on the table and had to remind the waiter 3 times before we gave up and just picked up the fork from an empty table near by. One dinner took 2 hours because the waiter came to our table only after 40 minutes to take the order and then brought appetizers after 30 minutes. The food was excellent, probably 5 star quality, but, service was terrible. We have stayed at other all inclusive resorts and this was clearly an outlier. I do want to point out that the staff was very polite and helpful at all times, it's just the wait time. We couldn't figure it out since none of the restaurants were that busy! Staff for activities went above and beyond. We had an amazing time snorkeling and kayaking - which was free and easily worth $30-$40 per person... if you can deal with slow service, by all means you need to experience the resort!!
3 out of 5
Recommended
for Everyone
by A verified traveler from Cervantes , Seattle

Pools really good but rooms are too old

Posted Apr 14, 2017
The pools , restaurants are good , the rooms are too old I mean the color of the wood are like the 70's but is not that small so that's okay. The staff is okay
5 out of 5
Recommended
for Everyone
by A verified traveler from Indianapolis

Off the Beaten Path

Posted Apr 7, 2017 on Orbitz
Pros: The staff, the fact that it's unusual as far as location in the middle of a jungle setting.
Cons: The food at the restaurants.
Location: About a 20 minute taxi ride to town and most things, you're not more than 30 minutes away from anything and taxi's are inexpensive.
This resort is more for those who don't want the typical mile long beach. It's in a forest preserve of about 300 acres and sits right at the beach but it is a small beach not one you can walk for miles and there are some rocks. There was lots of seaweed didn't see the beach get much attention but we didn't book it for the beach. The property has 10 onsite cenotes which are all amazing, and a small river for kayaking. Also lots of other activities are onsite. The three pools, which we prefer are incredible and the pool staff were the absolute best I've ever experienced. The resort wasn't crowded even though it was spring break and that could be bcuz it's about a 20 min. taxi ride to town. We were disappointed at the food in the restaurants other than the buffet which was always good and the grill poolside was great. Also the theme night food was very good. I'd say this resort is a 4.5.