For anyone who is looking to stay here... PLEASE DONT!!!! I urge you to keep looking! You can find a better resort for the same money - I promise!!!! My husband and I just got back from a vacation here and had to immediately post about this trip. This was our second time to mexico (first was to Valentin Imperial - PlayadelCarmen). Amongst a LONG list of things that were wrong at the resort here are the main once I want to point out: Costumer Service, Food/Sanitation, & few others.
Costumer Service: We, my husband & I, checked in later in the afternoon (around 4pm) and initially I thought it was easy. Later on we thought, it would have been nice to have a little description of the place (map of the resort) and to have someone explain what is or isnt included, what the difference is between the packages (yellow vs black vs gold bracelets). We asked finally and someone explained but we thought that was ridiculous that we had to ask. All the other resorts we have been to, they sit you down, explain everything, ask if you have any questions, etc... Not here! Once we did learn the difference between the base package (yellow bracelet) vs black we wanted to upgrade and they wouldnt even let us!! So here was a oppurtunity for them to receive more money & they wouldnt take it. Does that make any sense? Absolutely not! Once we got our room key we went to check on our room. The key that was given to us didnt work & the maid that was cleaning a couple rooms down said that there was already a couple in that room. So we went back down to the front desk and was given a room that was must not get used often because the room wouldnt even lock! So we had to call maintenance after over 2 hrs of "fixing" it worked. This room contained 2 doubles beds (kind of hard to sleep 2 grown adults in a double bed), had NO wifi internet service, our balcony was right next to a parking lot (anyone could have walked right into our balcony & into our room because the sliding door was locked by a flimsy, cheap lock), & to make it even better at 5:30AM we were woken by service vehicles crashing through the service alley. For a little perspective, I am a HEAVY sleeper & I awoke very startled by the noises! Obviously, after all that we demanded a new room. Within the first 24hrs we had made a long list of "issues" that we wanted to address with a manager. For example, one issue we had was that our bags sat in the lobby for over 3 hours (probably would have been longer) until we went and grabbed them ourselves! After all day of traveling it is nice to have your things to be able to freshen up. When my husband went to speak to someone about the issues the first person (Benito) laughed at him! & then when we did finally speak to the manager on duty he (Rene) simply sat there and nodded his head never asking what could be done to make it better or that he was sorry for the inconviences. Finally, he said he would send something to our room for the inconviences we had experienced! Nothing was ever sent & no one ever came to talk to us about our issues! It was quite obvious that they DO NOT care about you!!!! The whole staff is that way. Several times we would be standing at the bar waiting to order a drink and the waiting staff wouldnt even bother to ask if they could help us. They continued on with their own private conversation. It was made very clear that you were NOT a priority!
Food: This was the one thing my husband was looking forward to - good food! He was severley let down. In general the food was very BLAND & cold!! & I have serious concerns about whether our not it would meet Dept of Health standards. For example, the very first night we were there we ate at Albitros and had a hard time finding anything really good and we noticed it wasnt really warm. So we thought we would hit up the 24hr snack bar. My burger was cold, my husbands hotdog cold, & the nacho chips were no where near crisp. As a matter of fact, the only time anything was hot was when you ordered it (room service or when they cooked it right in front of you). We were with the 2 other couples, they all shared the same concerns. We all had a reservations at Marias on the second to last night. Now Marias is supposed to be Mexican but honestly, it was no where near what we consider Mexican food. Very odd combinations of food items (ex: chicken covered in some unknown red sauce wraped in a chocolate tortilla - weird!). & 4 of the 6 people that ate their that night got sick! 2 of the people got sick right after the soup course and had to be excused from the meal and the other 2 made it through the meal but an hour afterwards were in poor condition. Coincidental, I think not! O and it is impossible to find chocolate cake in the whole resort! What they call chocolate cake is a preformed pudding like thing. Not a place to go that has any sort of decedant desserts!!! Especially chocolate!!!!
A few other main issues: both pools are SMALL!!! Not one has a swim-up bar & are usually so crowded with people/kids you can even enjoy the water. They give you towel cards & every time you go to get a towel or return a towel you are haggled to go on excursions. It gets OLD!!! & then you are sitting their trying to relax, soak up the sun, & you are interrupted every half hour by staff members that want to sell you something (ex: massages, scuba trips, or other excursions)! You get to the point where you want to just yell at them - NO I WANT TO RELAX, LEAVE ME ALONE!!!! We left our 6 month old home while we vacationed and had planned on skyping to check in on her the wifi internet service at the resort wasnt fast enough to be able to handle that. As a parent myself, no way would I want to bring my child there. Part of the landscaping, all around the base of the palm trees, they have these bushes that have these thorns in them. Im not talking rose bush thorns, Im talking 1-2" long thorns! I accidentely touched one and it broke the skin! I wouldnt want my child to be walking along or be exploring and get to close and get hurt by one of those! OUCH!
My husband & I are very simple, easy going, midwestern couple. We have traveled to several places. We are not "uppidy up" kind of people. But seriously, you can find better place for you and your family for no more money! The beach is beautiful but it will be beautiful at the other resorts too. The location was nice because it was 20 min from the airport and 5-10min from downtown but there again, you can find resorts that are similar in location! There is nothing that is offered here that is not offered at any of the other resorts!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.