Let me start by saying I never write reviews to bash a resort, but this time I feel I have no choice. It all started about a year ago when a company by the name of Cancun Travel Unlimited called to inform us we had been selected to recieve a 4 night 5 day stay in cancun. Along with this we would also recieve a cruiser and a trip to Florida. All of this for $500.00. What was the catch you ask? And so did we. The catch was we had to take the Cancun trip first and go through A timeshare presentaion, OK no big deal we already own a time share and have been through several presentions so telling them no was not a big deal and knowing the 90 minutes would turn into 3 or 4 hours was ok too.
My sister and her husband had been contacted by this firm also so we decided to take a look. So we booked the vacation. We were originally scheduled to stay at the Ocean Spa Resort in Cancun and we even booked extra nights, and upgraded our rooms at a cost of $1080.00(for the two couples), for 2 Spa Deluxe rooms the best the resort had to offer. And we were to also get 4 massages per couple. We specifically ask for king beds on the ground floor with a inroom jacuzzi. No problems so far they took our money and told us not to worry someone would meet us at the airport and take us to the resort.
At the two week to our departure date we recieved a call confirming our reservations. And that we would now be staying at Royal Sunset Resort instead of the Ocean Spa. We ask why and were told we were being givena upgrade this resort was to be way better than the Ocean Spa. We ask again about our upgrades we had purchased for the Ocean spa and were told no problem we would get them at the new resort only it would be better.
We were met at the airport as tols and taken to the Royal Sunset resort. This is where it all fell apart. When we arrived we were greeted by our concierge. The bad started when we were informed we were not getting the 4 massages per couple like we were promised. Our deluxe spa room had a Queen bed, no spa tub, and smelled like black mold of death. I am not exaggerating both of the rooms were the worst I have ever smelled in my life. We started cpomplaining to the management about the room conditions and the fact that we did not get what we paid extra for. Our initial answer was The company that sold us the trip promised more than they should have. We told them we paind our money for it and wanted to get it. They told us the rooms at the Ocean were worse that this. So we stayed the first night then off to the time shate the nextt day where we thought we could talk to someone who could clear thgings up for us. Customer satisifaction right? WRONG. At the time share we were point bank told if we wanted the stuff we had been promised and payed for then al we had to do was buy the timeshare. I could not believe it. We even had out sales person talk to a management persont who he called gods son that would be able to help us. Our help was to be moved to the Ocean Spa resort. Ok it can't be as bad as this place so we moved on.
At the Ocean spa we got rooms on the gorund floor two full beds aand no spa tub. Even though we paid extra for it. We talked aand pleaded aand screamed wiht at least 30 different individuals at both resorts and still nothing.
Please let this be a lesson to us and to you do not under any circumstances stay at any of these resorts or affiliates you will have the worst week of your life.

I will never set foot in this hotel or anyone of their sister hotels again. We went with our daughter and her husband for their 10th anniversary and was very disappointed. The air conditioning in our rooms didn't work properly and so the room smelled like mold and everything when we got home did as well. There was a leak in the ceiling in the bathroom that made the toilet wet all the time. The 1 1/2 hour presentation lasted 4 hours with a nasty ending. When we didn't buy into the product, the service got even worse. I have no doubt if you buy into their timeshare that you are treated better than if you don't. We choose to leave the hotel for everything. We didn't want to be there any more time than we had to. The only three good things about the hotel was the beach and the view of the ocean and the lagoon and the very few people that worked there that were actually helpful.

WE ARE TIMESHARE OWNERS HERE AND HAVE TRIED RELENTLESSLY TO SPEAK WITH MANAGEMENT. ALWAYS SOME EXCUSE after waiting 2-3 hours and still no contact. I have read reviews and answers from management which made me write this. In this economy, when money is tight, vacations are a luxury. You are not asking for the moon only what is stated in contract. It seems unless you upgrade you are out of luck...money talks.. WE experienced a resturant/ theatre closed due to low capacity which I can understand, however there was no notice and needed reservation at other two. Go eat more cold burgers at poolside. Wow I'm paying full price for food that at best is mediocure Jacuzzi not working in pool stated it never did, wow where have I been in past that it worked, later told it would take 3 weeks to fix. Desk Mgr sent us to spa got kicked out of spa. Traded room as had one open with jacuzzi Jacuzzi broken no lock on door tried to charge us for stuff in fridge. Room very musty Three hours later gave up and went back to other room. Pool activities for kids was very poor this week New help did not know what to do Girl did not want to be in sun. Activities for kids- balloons at beach one day, pinata and family bingo. WE painted a couple days for a fee The paint man was excellent and friendly. Rosa at Atrium dining was excellent, Adrian at poolside bar great, though we are not alcoholic drinkers. Never easy to get poolside room off first floor as always booking to timeshare potentials. Prefer higher floor for safety. This is a beautiful beach spot we got engaged here Most people that bought when we did do not come back because of issues. Very sad! If you drink it seems everything looks better to people as I read the comments I feel sorry we to will no longer return. There are many places trying to get visitors things need to change here if it is to survive as the coastline grows south

we ended up staying in 3 different rooms in one week at this hotel. The first was on the ground floor and was very noisy and we were on permenant display, the second one the air conditioning didn't work and we had 2 sleepless nights and the third was ok but still noisy at various times in the night and morning. The rooms all open off a central atrium, (which is pleasant) but there is a restaraunt in it (which is always too hot) in which they have violin music until fiarly late, then for some unkown reason they bang crockery until 2.45am then start again at 6am! We also got lots of conflicting information such as which nights you had to book for the two restaraunts and what time things were happening. We also had issues on check-out day. They flat refused to let us check-out later than 10am, even though we were practically the only ones checking out that day (it was mid-week) and out pick-up for the airport wasn't until 3pm. This wouldn't be an issue if there were shower facilities to use but there aren't, and there is nothing to do in the lobby but watch mexican tv. Also the constant tour groups of people being persuaded to buy time share there are a little annoying after a while. I must say though the pool was clean and the staff were helpful (even though they did get a ltiile fed up with us by the end of the week) and the entertainment out by the pool was worth a giggle from a distance. In all, outside was great, right on the beach, well lifeguarded, umbrellas were slightly too few but they found you one if you asked, clean pool towels, food fairly uninteresting and we were glad it was only a week. We would also have appreciated being told what out 'all inclusive' deal entitled us to, unfortunately it didn't seem like alot.