I was NOT impressed!
A few of our issues:
I called in advance to inquire about babysitting services (as advertised as being offerred on their website) and confirmed I could handle upon arrival. Upon arrival, I asked three different employees for information re scheduling babysitting and received three different answers. I finally learned that babysitting was only available on Sundays and after 6 pm all other days since it is generally the housekeepers who watch children. I was advised that there was a nanny service in Cancun I could contact but was reminded that I would be charged for the call since it was long distance. WHAT???? This from a resort that touts itself as "FAMILY-FRIENDLY"???? Ridiculous!
The day we arrived, we ordered a crib for our two-year old. A very small crib was delivered which seemed suitable for an infant. We called the front desk and asked if a larger crib was available. They said yes and we explained that since our daughter was already asleep (it was 9:30 pm), could we have it delivered the next day to which they agreed. Three calls followed from the front desk trying to understand what exactly we wanted. There were other incidents similar to this -- one day we sat on our patio all day (we had a beach front villa) and counted no less than 8 interruptions (either someone at the door or phone calls). If I've asked for something, I completely understand why I'm being interrupted but while I'm on vacation, I appreciate the chance to relax.
We stayed for two weeks. After the first week, we thought it a good idea to return all of our sports equipment (snorkels, beach towels, etc.) and start fresh. We were accused of having a face mask for our two-year old that we didn't have. We could only rectify the situation by bringing all of our equipment to the sports desk so they could sort through it which seemed very odd.
We thought it would be a good idea to check out the day before our departure (which is offerred by the resort in order to prevent crowds). We were informed that we could not check out since one of the beach towels we returned to the sports desk contained "dirt" (not doubt from the beach) and it was in the laundry. After spending two weeks at this resort and spending in excess of $3,000 (not including what we paid for the room), our check out is being delayed because of a $12.00 towel??? This just doesn't make sense to me.
And, finally, internet reception is virtually non-existent (even in the lobby).
We will not be back -- this resort was much too much work for us.
Ask for a beach front room -- it will help to make up for other deficiencies!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.