Boy am I glad we have sites like Tripadvisor nowadays to tell us what's really going on, but it seems the sheer location and amazing hotel photos must be what keeps this place in business, because in all honesty: the beach location is the ONLY thing this place has going for itself. It's right on the end of Playa Norte, the best stretch of beach on Isla. That being said, you get the calm caribbean "waveless" waters, the pool-like clarity, and it's all right there in front of your hotel. Granted, this is all amazing until you realize that you can actually swim on this beach WITHOUT having to stay at the Avalon because all beaches on Isla are public. So in reality, most of the people on this "hotel" beach are locals who know the prime spot and camp up early. And what do the locals do? The smart thing of course: get the "Avalon Day Pass" which allows you use of their showers, pools, restaurants, and basically everything inside the hotel without the actual room. Customer service at this um, "resort" is non-existent. When we initially got there it was about 3 o'clock and we'd be walking there from the ferry terminal. We were obviously [visually] hot, sweaty, red, panting (you know, all the signs that indicate possible heat stroke?) and how were we greeted by the front desk lady? She made no eye contact at all with us. We said hello and all she said was, "Name?" we gave her the name. She quietly went to her files and pulled out a form and told us to fill it out. No water offered, no welcoming small talk, NOTHING. She didn't even ask us for ID! Not even a smile. It felt more like visit to your local government clinic than a beach resort. All-inclusive? Haha, don't do it. The foods is mediocre at best, catering strictly to foreigners and missing any and all Mexican authenticity. The drinks are watered down and sugary. The beach chairs are tattered and worn down. And the room... OH the room. We stayed in a double room with a device that blew cold air up as an air conditioner. The room never really got "cold" per say, though it was manageable. The curtains in the room had holes in them: we saw the sun shining right through them in the morning: "Good morning, Avalon!" The bathroom had such poor lighting that my friend cut herself while shaving because she couldn't see what she was doing, and, the ventilation in the bathroom is minimal. Overall the room is small, very, very basic, and yes, depressing. I never imagined I could actually be "depressed" on my Riviera Maya beach vacation, but I must admit I felt a tinge of sadness while in that room. No special decor, no wall paintings, no "color" in general. Just white walls, some basic wood furniture, and white flourescent lighting to get you right out of whatever good mood you're in. The hotel doesn't have a 2nd floor and just skips right from the 1st to 3rd which is also creepy. In short, someone in charge at the Avalon really doesn't give a rat's bum about this place, which could really be quite glorious if maintained properly. But the reality is that it's just a big waste of a place with a bunch of sad employees working there. Bottom line? Get a day pass so you can visit the King's Pool at the back of the hotel which is AWESOME and alone worth it. Other than this, at over $100usd/night this hotel is probably the biggest rip-off and disappointment ever.
Maybe the timeshare condos are the way to go here? DO NOT book a normal hotel room whatever you do...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear valued Guest
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Thank you for taking the time to provide your feedback regarding our
hotel. I am certainly disappointed that your stay was not all that it could have been.
I would like to apologize on behalf of the hotel and its team for your stay.
The interaction with our staff member with regards to your comments about your bad service experience is certainly not typical and I will be sure to raise your experience with our entire
service team as a training exercise,
We are starting with a new administration and we firmly intend to grant on your next visit the service you deserve,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.