I have stayed at many All-Inclusive resorts and this was the best experience and definitely the best value Ive ever had. I have the same budget every time and my money went the furthest this time by far! Thank you Xavier (Customer Service Manager) for responding to my questions on Trip Advisor and putting me in contact with Dianely and Paulina. Thank you Dianely for booking our spa,trips and lobster dinner with resort credits before we arrived. It was great to have things booked ahead of time so when we got to the resort we didnt have to worry about it! Thank you Paulina for making my special request happen! It was my girlfriends birthday so she arranged flowers, champagne and a small cake that said "Happy Birthweek Genna!" (I asked for flowers, the champagne and cake was all Paulina)..... =) I Have to say that I had excellent service even before arriving at the resort.
As soon as we arrived greeters came out to with drinks in hand to greet us. The service here is amazing.
The room was spotless but its not a huge room due to the large jet-tub. We werent going to do any dancing in the room so it was just fine lol I would take the jet-tub over extra room anytime, It does a great back massage and even has a jet to give your foot a massage, we really enjoyed using it the one night we did and we set up the ipad at the end and watched half a movie in there.
This resort has something for everyone. If you want the fun atmosphere with music and entertainment then the main pool with pool bar is the place. The entertainment staff here is awesome, they work very hard and every time you see them they have a big smile. They really do a great Job.
If you want a more chill atmosphere with no music and relaxation its a 5 min walk North on the resort over to the cross current pool where everyone is just relaxing quietly either suntanning or reading. if you want to feel like you have paradise to yourself then go South of the pool bar just before the climbing wall you can find a spot close to the water where all you hear is waves and all you see is the ocean. We rarely saw anyone there and the resort was at full capacity.
The food here ranged from good to amazing. We did the "Romantic lobster dinner" but the weather wasnt great so they set us on the patio at el grecos and it was still great. Unfortunately the steak wasnt that good with it though which was only disappointing because we had steak at the steak restaurant on the cove side and it was amazing (Rib eye and T-bone are the best there) But the meal was still great with the lobster and the starters.
There was 4 of us traveling and we all agreed that the Asian restaurant was our favorite, The sushi rolls were fine (We asked if the crab was real and they said yes but it was fake crab lol) The Chinese food menu was the really amazing part for me, me and my girlfriend are kind of picky when it comes to service and food because she cooks such good at home but if this place was on urban spoon I would write a raving review about it! Everything had a distinct delicious flavor and the service was outstanding.
The mexican restaurant on the cove side was really good, My favorite part of that place was the table side guacamole. The server made it with flaming tequila and it was THE best guacamole I have ever had and I have had great guacamole.
The bars all had good service but we found that we had really great service at the lobby bar. The bartenders there are fantastic and so are the servers. They stood out as being the best there. I wish I remembered there names... Daniel outside at the lobby entrance helped me with my Spanish and was so friendly and eager to help! (I dont know much more than grasias,cervesa,banos, etc and I clearly cant spell haha)
Some of the things that make this place great rather than good are things like the 24hr room service. We ordered several times late at night and never waited more than 20mins. The room service menu is good but but not for everything. The burgers are very very good, better than a lot of pub burgers even and the fries even come with heinz ketchup! not the catsup I have had in past resorts lol. The quesadilla was pretty boring as it was just cheese melted in a tortilla soft shell (I like things like peppers, onions and tomatoes in mine). The chicken nuggets were just like you would get out of a freezer at a grocery store but I really cant expect anything more than that. Just because an item you want is not on the late menu doesnt mean they wont make it for you. Ask nicely and cross your fingers but dont be afraid to ask!
You are given a card in your room to pre-order your breakfast in bed or on your patio or wherever you want, you put down what you want on the card and you put down what time you want it and put in on your outside door handle. Then in the morning.... Hola! wake-up call at the door with coffee, fresh fruit, eggs however you wan them , bacon, hashbrowns etc. Such a great service! Ive never seen a place with that before and think its genius.
The spa here is really nice, we had a couples relaxing aromatherapy massage and really enjoyed it. My girlfriend had the deep tissue later in the week and as well.
The resort credit of $1500 is amazing, anytime I hear someone complain on here about it I roll my eyes and I think they need to give there head a shake. We got a couples massage for 50mins, A 100min deep tissue massage, A trip for 2 to the Tulum Ruins (Duck out of the tour early and head to the BEACH! its paradise beach and ranked as the 4th nicest beach in the WORLD. If you stay on tour you will barely see it. I hope the tour guide was not offended from us leaving group to take a few pics and heading to the beach to spend as much time down there as possible as he really did a good job explaining Mayan history and he also kept us entertained on the way there talking about it all) ok im rambling lol oh yes the resort credits. We also got the upgraded lobster dinner and ordered bottles of upgraded wine.... our bill at the end of it all was the 11% tax on it...drum roll please..............$99.... we didnt even use them all!If you didnt know about the 11% tax then you did absolutely NO research about this resort as its mentioned in half of the reviews on here. I paid about $3000 for the 2 of us from Canada including our flights there and back and the resort basically says hey, here`s half of that back to spend here...... and people complain about the 11%... lol some of these reviews the people act like it was there money or something when they complain about inflated prices etc. Somethings did seem a bit high but your only paying 11% of what it says and its the resorts money your spending! Loved the resort credits!
There is no beach here but you have a cove instead, they will give you snorkeling equipment and DO IT! There is a ton of amazing tropical fish in there to see. I did a trip years ago in Cancun and paid 100pp to do what you can do for free anytime you want with the snorkeling at the resort. Really cool.
This resort is converting to a Hard Rock so they are doing a big reno soon so I could see a few places here and there that could use a new coat of paint and sometimes they replace tiles on the ground with ones that dont match. I will be back to this resort when it is a Hard Rock as long as I isnt way out of my budget.
This property has had its rating drop a lot and it has been given a false rating due to the `Palace Members` that are giving it a 1-3 rating as they are upset that the resort has gone from a 5 star to a 4 star and is converting to a Hard Rock. Trip Advisor is not a place to vent your frustration against the executive decisions regarding this resort. You are doing a dis-service to your fellow trip advisors. Compare it to other resorts in its price range and base it on value and enjoyment, do not compare it to `What it used to be`and give it a 1-3 rating when it does not deserve a low rating like that. I paid for a 4 star and got more than I paid for.
There is live bands, live band karaoke, beach volleyball, boccee ball, waterpolo, fitness classes, bartending competitions, shows every night (Magic show was cheesy but entertaining!) 7 restaurants to choose from, bars everywhere, nightclub open late, sports bar with pool tables and sports on its many TVs, I could go on and on and on and on.. so much to do.
This is the first resort I have stayed at that I really never felt the desire or need to get out of the resort for a change of scenery or food as there is so much to see and enough restaurants to eat somewhere different every night. This is one of the main reasons i will be back as I always ended up spending a lot of money outside of the resorts in the past to get more variety but did not feel the need here so if Hard Rock is more money then I will take that into consideration when I think about my travel budget.
Did I mention that I really like this resort...... haha
We were in building 6 and it was a great location!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hello Beyside, thank you very much for sharing your experience with us. We are very glad to know that we satisfied your needs and that we cover your expectations, our team is characterized with a warm and efficient service this time you enjoyed it. For sure we will let our staff that they have been very helpful and friendly. We appreciate your comments and we hope to see you again in your next vacations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.