I arranged airport transportation over the internet before leaving for the trip. We were escorted to this hotel through Kinmont and when we arrived some employees came out to tell us the hotel is CLOSED! Apparently it's been closed for FOUR months now. I booked this hotel through skyauction back in May so when I booked the hotel it was already closed. I put in preferred travel dates with skyauction and was under the impression that skyauction has to contact the hotel to confirm availability. So I don't know who messed up communication but no one notified me that the hotel was closed.

THEN our driver took off because he had other pickups schedule. Told us that someone would come back to pick us up in 15 min. to transfer us to another one of their sister hotels. So we were stranded at the hotel with 2 of their employees. One guy advised us that these guys will never return and we were better off walking to the Ocean Spa. I asked how long it would take, he said 40 min. walk. He also suggested calling a cab. I argued and said the hotel should provide me transportation since this was no fault of mine and I already paid $60 for airport transportation. I didn't understand why they couldn't send one of their hotel vans that shuttle between all of the sister hotels. He made a few phones calls and a van eventually showed up.
I took down his name to write a review on here. I know management of this hotel reads some of the reviews. So I would like to say Francisco was very nice and very helpful. I wanted to apologize for arguing but I was frustrated after 11 hrs of traveling with no sleep.

We eventually arrived at Ocean Spa and it took an hour to call around and "find" our reservation. Not sure why they couldn't locate this. I asked if they had an open bar or anything like the Laguna Suites which advertises

"We also have an open bar from 7 am to 11 pm, serving unlimited national and international liquors, cocktails, juices, and sodas."

This was listed on the skyauction website and their own hotel website. The concierge looked at me like I was crazy. So they said they would check the website and came back to explain to me that what it is saying that it's one of their amenities featured such as massages at the spa. They said you have to pay for your drinks or purchase an all inclusive plan. Which was fine by me, I'm not a big drinker anyways. I just thought that the way it's worded makes it seem like its a open bar meaning free drinks.

I can't really rate the hotel so I gave it an average rating. I just wanted to let people on here know that the hotel is closed and that theres no such thing as an open bar with free drinks apparently. I think they said they are reopening in December.

I booked a room for October '09 and an unforeseeable thing happened so we had to cancel our trip. I had already paid for my all-inclusive package and they are trying to charge me 15% of the entire package! This is ridiculous!! Beware!! On the web site it says $25 cancellation fee which is a crock! They are trying to scam me out of money.

We went April 20th-24th. We arrived around 5:30 at night. We were greeted with a fruit punch drink when we checked in. After checking in they went over the hotel information and told us they had us down for the presentation at 1:30 the next day. We were not required to do the presentation when we received the package. I told him that we were not interested. We were offered one more free gift, said no thank you, and that was it.

We did the all inclusive package and it was well worth it. With our package it was $50 per person per night. I am told it is usually $75 per person per night. I am not sure how we were so lucky, but even at $75 I would of paid that. Not sure what the issue is with a lot of people talking about creamers and the coffee. Every morning when we woke up we would go down and have coffee at the restaurant. I was on vacation and was not going to make my own. I take mine black, but they had creamer and sugar for those who like it different. If I did it again I would still do all inclusive again. It was well worth it and I never had to worry about anything. Seems to me that the people that are unhappy about things are the one that decided not to do all inclusive.

We visited all three of the resorts and enjoyed each of them. We ended up eating breakfast the last two days at the other resort, because they had a buffet and we were able to be picky about what we wanted. The room was always clean and the staff is very friendly. I was worried after reading all of the horrible reviews, but we had a great time. The shuttle is on time and very efficient. We had to use a cab a few times, because it does not run after 10pm.

The resort and pool is small, but it is very relaxing. If you are looking for more excitement just catch the shuttle and visit the Royal Palace. This is by far the nicest resort of the other properties. The Lagoona hotel has a great restaurant that you need to make reservations for. We made them the same day.

Overall we had a great time and for the price this was a great resort. I defiantly got what I paid for and a lot more than I expected.

Great hotel for couples who enjoy making new friends and relaxing in the evening after exploring Cancun during the day. We did not go "all inclusive" and actually came out ahead on meals and drinks, but would recommend it for the convenience at the sister hotels. I read the poor reviews before we left and brought extra coffee and creamer. I would advise buying bottled water down the street (or at Wal-Mart downtown) to use for coffee.

Our only negative comment does not actually have anything to do with the hotel itself.

The timeshare presentation is NOT 90 minutes, it's four hours long! We didn't mind the free breakfast and touring the yacht and condos, but after saying "NO" to five different people over a 4 hour period, their attitude toward you changes completely & they make you feel like a "loser" for declining their offer. Everyone back at the hotel discussed their experience and we didn't find one who had anything good to say about it.

That being said, the waiters and bartenders will make anything you want with a smile. The food is good, but after a week, we had most everything on the menu, and ate a couple of meals in town just for something different.