Okay so let me start off by saying we were a group of 6, 21 year olds, 3 couples, not picky at all... I never thought I would be here to write a bad review :(
check in was fine quick they were polite. The first day we were there the girls got locked inside of one of the rooms, that's right INSIDE for over an hour they eventually had to break the door open, management was not very polite about this but they did end up moving the couple to another room after that.
At the next room this same couple had their safe break at LEAST once a day, requiring a call from maintenance and 10 minute wait each and every time... very inconvenient.
Couple number 2 had a rock solid bed where you could feel the springs and would actually wake up in pain from how hard this bed was, either way they dealt with it until about the 4th time their lock on the door's battery died (had to call maintenance every time, another 10 minutes wait) and were FINALLY moved to another room.
Couple number 3 had no air conditioning for the first 3 days, finally after the 3rd day they figured out its because our balcony door wouldn't shut, so he slammed it a bunch of times then advised us not to touch it, so for the rest of the days we had no balcony use in our room... and not that this is SO important, but 2/3 rooms our balcony handle fell off...
Okay so besides the maintenance issues we had a very fun time, they had the best guests and some really good staff (Angel, Brian, Gerardo!) good music, entertainment was all a blast.
what REALLY got me though is that the maids did not come around to our rooms until at least 3 or 4 pm, so you would be wanting to head back for a mid afternoon nap and couldn't because A) they were cleaning your room or B) you would be interrupted by them wanting to clean at that ridiculous time, AND they only give you 1-2 toilet paper rolls so picture running out the night before and not being able to use your bathroom until 3 or 4 pm the following day?!?!?! I don't know why but I feel this is CRAZILY unacceptable. Get this though, on checkout day where we wanted to sleep in a touch, was the ONLY DAY the maids were knocking at 8:30 a.m.!! like are you kidding me
Showers were a hit and miss because at only some parts of the day could you actually get hot water the rest was just barely luke warm? I know it's Mexico and hot in general but I like my showers HOT.
I think we all agreed the food was pretty good overall i mean lots of variety usually everyone could find something, the steak restaurant and Mexican were both good, the Asian (only 2 of us attended) was said to be great. The pizzeria was pretty cool, mini personal pizzas with whatever you wanted on them. Pools were good, clean but COLD, even colder than the ocean it wasn't even comfortable to go in 80% of the time.
Overall the place was done up very nice fancy, drinks were good, bars were good.
We flew with sunwing and we would never return with them, our rep didn't show up the second last day so we never ended up getting our free senior frogs dinner that was part of our package, as well for one of the bars our shuttle never showed up so we had to take the bus. Also on the way there the flight attendants were not very nice and the food unfortunately sucked. Only one drink per hour even though we were paying.
Overall I'd say it was a good trip but unfortunately we all agreed we would never return to this hotel. I couldn't help but wonder about all the good reviews? Maybe we were the "lemons" you know it can't be perfect for everyone, but we had 3 couples, 3 rooms and all could agree that it was basically really crappy.
Luckily it's the people your with who make it and Cancun in general was AMAZING, the people there rock. We always felt really safe, even off of the resort, loved taking the bus around. Weather was hot, rained a bit but who cares :)