Stayed 12 December to 26 December 2012
We arrived at the hotel late afternoon; we had a nice check in carried out by cheerful and helpful staff. A Bell Boy was waiting to collect our cases and bring them up to our room with very little delay. There are no lifts anywhere in the hotel.
The room was nice and above all clean and well serviced, clean towels everyday and sheets changed regularly. There was a tea and coffee maker with ground coffee provided. The room was Sea View overlooking the Marina with lovely views all round. It is worth paying the extra for a Junior Suite. The beds were good for us reasonably firm and comfortable.
Now for the first downside, being partially disabled, I have found the hotel is totally unsuitable for disabled people it has many stairs and no lifts, there is the odd ramp but not sufficient for wheel chair users. There is an overwhelming problem with people especially Americans and Canadians who will not give even if they see you with a walking stick, they will push past and not give way. Some of the younger ones would give way and there was offers of help from them. Parents with uncontrolled children did not help. Children running everywhere.
We have also noticed that families with pushchairs were having problems as well, having to carry them up and down stairs. Often having to take the child out, to carry it upstairs. There is hardly a place where you cannot avoid taking to the stairs, down to the pool, up to the bar, down to the H Palmar restaurant, it just goes on.
From the disabled side the H Palmar restaurant (still have to negotiate stairs) is only open for dinner when there is not a show on in the Theatre Restaurant which is 3 times a week. The Theatre restaurant is a hike from the main blocks, with a main road to cross and kerbs to negotiate in the dark. Not everybody wants to see mainly children’s shows and this is a general feeling between many couples who stay here. Thomas Cook advertises this hotel for Families and Couples, but it is family orientated.
Breakfast, Lunch and dinner (on the nights it is open) are served in the H Palmar Restaurant, the restaurant is too small for the number of Guests in the hotel, especially with large families pushing tables together which makes it difficult to move around. Children are often allowed to serve themselves spilling liquids and food as they return to the tables.
The restaurants have a number of choices but what are they, dishes are not all marked to what they are, never have we ever seen brown beans that are mashed up and other dishes what is in them is anybody’s guess. Being in Mexico we would have expected some nice spicy Mexican food to be on the menu. There are carved meats, which are carved with the grain which leaves them tough, if they were carved across the grain they would be more tender, some of the meat was bloody and very undercooked. As to temperature of the food, it was only chilled or even cold, you are very lucky if you had a warm dish, there are no holding cabinets for prepared cooked food for service. Trays of food for backup are often left on a unheated shelf at the rear of the service area and then when placed into the Bain Marie are cold before they start. Food cooked and uncooked is handled with unprotected hands or utensils. A lot of the food is aimed at the American and Mexican guests and not the British. On the Mexican evening they could not even produce their own food to a reasonable quality, the food was tasteless and as usual only chilled. Everybody agrees that the food in this hotel is rubbish; all the Brits that have stayed here agree it is such a poor standard. After speaking to Customer Relations, the food did improve very slightly, it did not last.
In the Theatre Restaurant the queuing is horrendous for chilled or cold food, for the number of guests to be served there should be two mirrored serveries that would make service much quicker and reduce the waiting time for food. The Theatre Restaurant takes you back to the days of Butlins Holiday Camps. There is a feeling that the Palmar Restaurant should in any case be open every night, so guests who do not want to see a show can have their meal away from the noise of the Theatre Restaurant. The same show is repeated every week, so if you are here for two weeks and you have seen the shows in week one, there is little point in going in week 2.
There is another restaurant which is “A La Carte Ostras and Oysters the food in here is excellent, you would never believe you were in the same hotel. The pity here is that you can only use it twice in every 7 days of stay. The menu here is limited with the same choice everyday, choose from 2 fish courses, 2 salad courses. 2 soup and 5 main courses. The staff here are very dedicated to all areas of service and cooking.
On Sundays Continental Breakfast is served in H Palmar from 0700 until 0800, this period is too short. Brunch is then served in the Theatre Restaurant 0700 to 1100 including a show, a repeat as usual. The repertoire of the entertainments team is very limited, same repeats every week. There are no facilities for making toast, no toaster.
The Lobby Bar you would expect to be adults only so that one can have a peaceful drink, but this is raided by kids when the Theatre Restaurant does not have a show. The hotel encourages the kids over by having children’s games in the bar. We have stayed in many hotels where there have been families with some areas reserved for adults only, which relieves conflicts. After the children’s games the furniture is never returned to the original bar layout. Thomas Cook write up states “Suitable for families and couples” it is not suitable for couples, too family orientated. There are no facilities for couples to have an area child free. There is a lot of noise outside rooms from kids and parents shouting at kids. Children are allowed to run about this bar unsupervised, parents sat in groups having drinks and switch off from what the children are doing.
The pool bar is a bit sparse of staff, on occasion’s one barman to serve, collect and wash glasses which is just about impossible for one man, when it is a very busy bar. There is also a Wasp problem. Guests will feed the birds on the raised section of decking by the sea, this encourages many birds to congregate and scavenge for food, they mess on the area when flying around.
The pool is small and the water is clean, there are 3 Jacuzzis in the pool. It is the only place which is disabled friendly, with steps and a handrail into the pool. There is a small shallow children’s pool. There is plenty of entertainments/activities staff, but there never seems to be a Life Guard around. When the pool is in use for organised activities, it is impossible to swim in it.
There is a Water Park, which looks nice we have not used it but have heard a couple of adverse comments about it.
All the public areas are clean and tidy, with the Reception, Guest Relations and Guest Services. The Thomas Cook Rep. is almost non-existent, she does not make many visits and if you want her to contact the local office. The number of visits she makes does not cover Customer Care or Service.
The hotel runs directly onto the beach, there have been comments about the Algae, the hotel staff fight a losing battle, they spend all day cleaning it up and carting it away but within hours it is as bad as ever.
There is a shuttle bus at 1100 daily to the sister hotel in Downtown Cancun, but only one way, we found it was better to get the little Red Bus outside the hotel 6 pesos per person to the Ultamar Ferry Station and then get the service bus R1 (this has a picture of a ferry boat on the side) fare 8.5 pesos per person, this bus runs the whole length of the strip and you get off where you want. Coming back make sure you are on the opposite road from where you got off and catch R1 (picture of ferry boat on the side, as there are 6 different R1 buses running to various locations) to Ultamar Ferry Station and then the little red bus back to the hotel. Best to have correct change available, although they give change.
Christmas was celebrated on 24th, it did not feel like Christmas here, Carols played most of the day nice tree in Lobby Bar but otherwise it was like any other day. They put on a nice Christmas Dinner in the Theatre Restaurant, the usual problem items were only warm or cold, pity because it spoilt the effort they had put in. It was the best meal we had in the hotel, shame they did not take the same care with all the meals. During the dinner they held the Kids Disco and then onto their Christmas show given by the entertainments team, mainly again leaning towards the kids even if it was advertised for adults. Finally Santa came down from the top of the stage and gave presents to the children. It all finished there and then there was a disco in the Lobby Bar which is far too small for the number of people there were. They have a good theatre here suitable for all entertainment and it is under used.
To sum up, there are no complaints about the staff and the good service they give, there are all very helpful and courteous. Some of them can be a little cheeky in fun which is better than being too serious. As to the kitchen side if they do not have the equipment or lack training in cooking and maintaining food temperatures, then the food is going to be cold, there is definitely a lack of temperature control, food on the servery is never probed to ensure, that it is hot. Thomas Cook’s food rating for this hotel is 85% where they got that from is unbelievable would be lucky to get 10%.
This is a true and factual review which we would hope that the hotel management will treat as constructive and take some action on. We would not recommend or stay at this hotel again.
THIS HOTEL IS UNSUITABLE FOR THE DISABLED.
Thomas Cook advertise 33 inch leg room but what they do not say, “that they are narrow seats”, they are the narrowest seats, we have ever been in when flying it appears they have squashed an extra row in on one side to carry more passengers. Configuration of 3 3 3 as in many 330 airbuses it is 2 4 2. There were only 3 Airbuses of this style with the toilets downstairs ever configured.
If anybody would like further information, please contact us through this site.
- Official Description (provided by the hotel):
- Sea Adventure Resort & Waterpark invites you to enjoy exciting activities for children and fun events for adults in a fun-packed, yet relaxing experience.Amenities include water rides, large swimming pools with children’s swimming areas and inset Jacuzzis, white sand beaches, three restaurants, two bars, dinner theater, fitness center, kids club, daily activities and nightly entertainment. Sea Adventure Resort & Waterpark offers you an oasis of family fun for a sunny and unforgettable Cancun vacation. ... more less
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- Also Known As:
- Sea Adventure Resort And Waterpark
- Sea Adventure Resort & Waterpark Hotel Cancun
- Blue Bay Cancun
- Blue Bay Hotel Cancun
- Blue Bay Club Cancun Mexico
- Blue Bay Club Mexico