7.8/10 Good! (1,397 reviews)
My experience during check-in was unpleasant., the receptionist, told me I had to pay an additional 7,200 pesos which was $412.00 USD because my daughter (aged 15) was considered an adult. I explained to him that Expedia let me book her as a child If I had to pay more, it would have to be the difference. Thank God, I brought a credit card or that would have been embarrassing or such an inconvenience. I am tired of being overcharged for simply having a US passport. The reason I always book w/Expedia, is because of their specials. I just want the check-in process to be easy and smooth. I am ready to join my vacation. If I did not have the credit card, I would have been left without a place to stay.
Later that night, I asked another receptionist, he gave me the same blunt response. contacted Expedia, a rep told me they will get back to me in 72 hours. It was not until check-out that I spoke to Melchor. He refunded me the amount and apologized for the inconvenience. Told me, I got charged for an additional person. It was just my two daughters & I. This was my first time in Cancun and will be back. Thanks to Melchor, this will be our official Cancun resort from now on.
Felix, a server from the rest. Las Velas was amazing! We were walking out the resort to explore down the street and he greeted us and told us about some places and how it was a safe area. This towel girl, I forgot her name but she was so kind and always greeted us and made small talk.
Reviewed on Jul 16, 2026
