Ratings based on 505 Verified Reviews

4.3 out of 5
89% of guests recommend
4.6 Room cleanliness
4.5 Service & staff
4.2 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from DFW Texas

Amazing Value and Beautiful Resort

Posted Sep 14, 2017
Pros: It's not stuffy or party central. It's great for families with lots to do. Concierge service and guest relations are superior. "Affordable luxury"
Cons: Oddly we found that the buffet had too many options. Food is good, but it's not gourmet quality if that's what you're after.
Location: OMG! It's really in the heart of the Riviera Maya. Shopping, adventure, history, culture, aquatics - you'll never get bored.
This was our second visit to this resort. This resort is casual, it's no palace, or super spa, but it is perfect for a no fuss, get-away. It has the biggest, prettiest, nicest pool in all of Play Del Carmen. Seriously it's HUGE! There's good food and an an amazing variety at the buffets, but eh individual restaurants are excellent. Make a reservation and visit them, they are all outstanding. Our favorite is the La Hacienda Mexican one near the pool. The beach, of course, is fantastic. Powder soft sand, comfortable sun lounges, beach side drink service, a casual snack bar right off the beach, showers, ice cream, volleyball, life guard - it really has it all. The rooms are nice, clean, comfortable with no issues. A daily stocked refrigerator with beer, water, soft-drinks and great housekeeping. Don't think of a jungle view room as a downgrade. You'll get a daily parade of interesting wild life, including monkeys, tzereque, iguana, koati, and peacocks! It's super cool. We really do love this place and plan on returning during the Winter.
Comment from Hotel Management
Sep 15, 2017 by Quality Manager, Hotel Management
We would like to express our gratitude for once again having your family vacation at our resort. We are truly happy to read that you enjoyed such a great time at our lovely pool and that our food offer was of your liking as well as our roaming wildlife and our staff service. It was a pleasure to have served you and will be looking forward to provide you another wonderful experience! Warm regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Connecticut, usa

Very nice,right on the beach

Posted Sep 10, 2017
Very nice resort, i can hardly tell anything bad about it.Located right on the beach,has some sort of a mini jungle in the middle,with animals running around,few ponds with turtles in in it.When i kept my balcony door open thru out the night,all the birds were making some funny noises, real like jungle filling.Beach is gorgeous with white sand and crystal clear water, with the exception of the first few day's when we had lots of algae floating around, but it was gone for the rest of our stay.Some guys selling cigars and silver were making their rounds few times a day,but didn't pressure people to buy,so it was a minor annoyance. They just trying to make few bucks for their probably counterfeit stuff.3 buffets served pretty good food for a resort.I would say the best i ever had in a place like this.4 restaurant's were pretty good,need to make an appointment for each though. Very friendly staff.Nice area outside the resort.We walked for few hours every night, very safe since the whole resort area has gates with security.You can get a cab or if you rent a car,drive outside the area to the town of Playa del Carmen, which is also very nice and seems to be safe too.Tons of people leave and arrive to and from nearby Cozumel island by ferry,since numbers of cruise ships make a stop there.I can only add,aside from the hotel, that if you rent a car ,be prepared to get pulled over by police,on one of their check points,for some bogus violation,and be asked for a bribe.Cost me 40 dollars
Comment from Hotel Management
Sep 15, 2017 by Quality Manager, Hotel Management
Thank you for taking the time to share your recent experience at our resort. We are happy to read your highlights like our natural grounds, lovely wildlife, gorgeous beach, tasty food and attentive staff. We truly strive to achieve our guests’ complete satisfaction and hope to have the pleasure to welcome you again on your next visit to Playa del Carmen. Cordially,
4 out of 5
Recommended
for Everyone
by A verified traveler from Denver

Nice Hotel with everything you need right on beach

Posted Sep 9, 2017
Nice hotel with 5 restaurants and many buffets. Good pool, a little deep for the most part. Adult pool bar often closed. Great beach within steps of the pool. Very unique jungle are between pool and restaurants
Comment from Hotel Management
Sep 15, 2017 by Quality Manager, Hotel Management
Thank you for recently staying at our resort on your recent vacation. We are glad to hear that you had a pleasant experience at our accommodating facilities and that our jungle environment was of your liking. We hope to welcome you again soon in your next visit to the Riviera Maya. Best regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from boston

Posted Sep 6, 2017
Pros: 1. proximity to the beach 2. service 3. food 4. clean rooms
Cons: 1. there was no music, lack of evening adult entertainment , no place to dance 2. the chairs at the theatre are not comfortable for long seating,
Location: 1. close to the town
We had a great experience in general. We enjoyed the ocean, the sand, the restaurants
Comment from Hotel Management
Sep 15, 2017 by Quality Manager, Hotel Management
We would like to thank you for having recently stayed at our resort and we are pleased to read that you enjoyed our food offer, lovely beach area and great service. Our hotel offers a late night sports bar if our guests like to continue enjoying their evenings, anyhow, your comments will be forwarded to look for improvement. We hope that in a near future we can welcome you again to our hotel. Best regards,
1 out of 5
by A verified traveler

The Worst Vacation Ive Been On!!!

Posted Sep 1, 2017
Pros: They accommodate senior citizens as much as they can. They offered a wheel chair for the whole week for my mom and checked on her.
Cons: The pictures and details can be updated and show the real pictures and details of the place. Its nothing like their pics.
Location: We went a lot to the city and shopping area 5th ave with all the clubs and cafes. That is the best for a chill time.
As soon as I went there before checking in, my family and I were offered to eat while we wait for the rooms to be ready. Between moving to the restaurant and back to the lobby we misplaced a big bag with three tablets and an expensive speaker. We realized this instantly and the hotel did nothing about it. They told us they did not have cameras anywhere and it was not their responsibility. CLEARLY THE BAG WAS STOLEN INSTANTLY WITH THE CHARGERS AND ALL THE TABLETS IN IT. When we called the cops, they told us they could not do anything about it and they get a lot of theft reports from this hotel and one was just reported of a cell phone being stolen out the room. The place is full of huge rats and animals all around!! At night it's very dark and scary. The staff are very bipolar and some have the worst attitudes. When I got there, the golf cart guy told my sister and her kids and husband to walk to their room because he only takes their bags and he does not have time to come back for her. My golf cart driver was willing to take me and even come back for them with no problem. The hotel is huge and has no transportation around the place. All the pools are so deep and no one uses them, we swam in the ocean the whole time because the pools were horrible. The food was barely cooked but they were nice to cook it more if you asked. The room service does not include what is on the menu for the day, breakfast lunch and dinner included hot dogs, burgers, and fries plus fruits.
Comment from Hotel Management
Sep 7, 2017 by Quality Manager, Hotel Management
Firstly, we thank you for taking the time to share your recent experience at our resort and we are glad to hear the positive remarks of your stay such as the constant follow up on your needs. On the other hand, we are deeply saddened to read that it was not a satisfactory vacation due to the described events. It is important to mention that our hotel cannot take responsibility for any values left or misplaced in common areas, nevertheless, our staff followed the proper security procedures and brought their assistance into investigating and trying to locate the missing items as it would have been our pleasure to return your belongings. Regarding our facilities, we kindly recommend our future guests to visit our website for getting a general perspective on our services and surroundings and avoid any further misunderstandings. It is our main concern to achieve our customers’ satisfaction and provide pleasant experiences to all of our guests and we assure you that our staff strived to provide the quality service that distinguishes our hotel. We hope that all the actions and attentions given while at our facilities, give us the opportunity to restore your trust and we can host you again at any of our Hotels & Resorts. Attentively,
4 out of 5
Recommended
for Everyone
by A verified traveler from Michigan

Love the Nature Walk

Posted Aug 31, 2017
Pros: Cleanliness, room cleaning, entertainment, the forest walk, the animals.
Cons: poolside seating, everyone leaves their towels on the chairs and leaves for most of the day
Location: Playa del Carmen is near by
Nice resort. It is small so is very manageable to walk around. My favorite part about this resort is the forest walk that expands through the resort. You'll find a lot of animals walking around, which is really cool. My least favorite part is trying to find lounge chairs around the pool. The pool at this resort is shared between Quetzal and Tucan, so unless you're willing to wake up really early and put your towels on the chairs, as everyone does, you will not find a spot. A lot of people leave their towels on the chairs and are not present for most of the day. Other than that, the food is basic, same as all the other resorts of this level. Entertainment crew was fun, however when they do their pool activities they do take over the south side of the pool so you'll have to move to the side unless you're participating in the activities.
Comment from Hotel Management
Sep 13, 2017 by Quality Manager, Hotel Management
We thank you for having chosen our resort as your recent vacation spot, to enjoy the wonders of our lovely natural environment and its beautiful wildlife. It is also great to hear that our fun entertainment and our pleasant facilities were of your liking. We would like to inform you that extraordinary measures are being taken regarding sunbeds early reservations in order to offer our guests a pleasant stay. We apologize about this inconvenience and hope for your soon return to our hotel. Best regards,
3 out of 5
by A verified traveler from Dallas

Was OK

Posted Aug 31, 2017
They seemed more interested in your money than your comfort. Checking out I misplaced my ticket... i couldn't get into my ride to the airport until I went back... and got a piece of paper saying I'm "checked out"
Comment from Hotel Management
Sep 4, 2017 by Quality Manager, Hotel Management
Firstly, we thank you for the opportunity to host you at our resort. Our hotel´s main goal is to always achieve our guests complete satisfaction and we regret your experience did not fulfilled your expectations; our Public Relations department is always available to listen to our guests and assist them into having a pleasanter stay. We are also sorry if our Check out procedure meant an inconvenience and we appreciate your comprehension in order to avoid any misunderstandings. We hope you can give us the chance to welcome you again and show you our true hospitality service. Kindly,
3 out of 5
by A verified traveler

Beautiful Environment

Posted Aug 29, 2017
Good experience. Friendly staff. Stay away from offers of Free Spa or Rental car for your time in listening to high pressure elaborate hybrid Time Share offers.
Comment from Hotel Management
Sep 4, 2017 by Quality Manager, Hotel Management
We are happy to read that your recent stay at our resort was a pleasant experience with our friendly staff and lovely natural grounds. We understand if our Membership Program might not be fit to all of our guests. However, we appreciate your feedback to improve it. We hope we continue having the pleasure to welcome you again at any of our Hotels & Resorts. Attentively,
5 out of 5
Recommended
for Everyone
by A verified traveler from Texas

Very nice resort option in Playa Del Carmen

Posted Aug 24, 2017
Pros: Large and warm water pool, good restaurants with ample food choices, clean and decent size rooms.
Cons: The restaurants are open and although have nets on the side, there are still a number of birds inside. Staff did not seem to be bothered by them.
This was our fourth trip to Cancun/Playa Del Carmen and the fourth different resort to stay in. I think this was our best of all.
1 out of 5
by A verified traveler from dallas tx

Worst experience ever

Posted Aug 21, 2017
Way too hot. Not air conditioner in the lobby. Not air conditioner in the restaurants. The only one with air conditioner is the Italy restaurant. We called 3 times the maintenance person to fix the air conditioner in the rooms and it didn't work. The swimming pool was so hot and it feel like a hot tub. The breakfast and lunch close way to early. And the waitress has 90% bad attitude . The room service was the worst we ever had only 6 choices for lunch and dinner because they don't have menu for breakfast .We will never come back.
Comment from Hotel Management
Aug 31, 2017 by Quality Manager, Hotel Management
Firstly, we thank you for having stayed at our resort. Please know that all our hotel information is disclosed both with our agency partners as at our website where our guests can note our open air concept. Also, our restaurants venues have different schedules for the food service to be available 24hrs. We are truly sorry to know that you experience was not satisfactory, our guests’ comments are of great value to look for improvement. We hope you can give us the opportunity to welcome you again at any of our Hotels & Resorts with the service that precedes us. Kindly,