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“Comfortable” 4 of 5 stars
Review of Aventura Spa Palace

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Aventura Spa Palace
4.0 of 5 Resort (All-Inclusive)   |   Carretera Cancun-Chetumal Km 72, Puerto Aventuras 77710, Mexico   |  
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Senior Reviewer
7 reviews 7 reviews
Reviews in 5 cities Reviews in 5 cities
“Comfortable”
4 of 5 stars Reviewed June 29, 2013 via mobile

This resort has everything to stay and enjoy all your vacations is the best option if you want to relax and don't go out to the resort.
The service is not the best but the people is very helpfull.
The rooms and the facilities are good.

  • Stayed April 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, July 2, 2013
Hi Miriix, thank you for the short and sweet review.

We try our best to accommodate the requests of all our guests, and are glad that we could meet your expectations this time.

We hope to see you soon to provide you with another unforgettable experience.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (520)
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English first
Toronto, Canada
Senior Contributor
23 reviews 23 reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed June 28, 2013

Tow handfuls of us went down to celebrate my cousin's wedding. I had never been to any sort of tropical destination before so this was fantastic. My first foray into the sun-soaked beaches of the south was absolutely magnificent.

The resort itself had all the amenities and services you could ask for. The events and other destinations to travel to and enjoy were one of a kind and I highly enjoyed them. Everything was beautiful and simple and elegant. We especially liked our bartender for the week, Aldo. He and I became good frieds for that week haha!

  • Stayed July 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, July 2, 2013
Hello JebusJack, we are very exciting to know that you experienced your first tropical travel with us and that you really enjoyed our services and facilities.

We have many packages to everybody, as you mentioned celebrations promotions to honeymooners, family vacations and more, we just need that you choose one to plan how we will host you.

Our staff always have been categorized as a helpful and friendly, this time you felt the warmness from our bar´s team, we definitely will Aldo know that you are satisfied with him treatment.

We hope see you soon to host you with our upcoming style,

Regards,
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Fort Worth, TX
Contributor
14 reviews 14 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed June 28, 2013

My good friend at work is a Palace Premier member and he highly recommends the ASP. He joined Palace Resorts here and has been probably 10 times since his first visit and he goes nowhere else. Based on his prior experience and the huge 50% off sale, we decided to plan a trip.

Three couples, including hubby and I, arrived on May 31 and departed on June 7. We elected not to take the shuttle that was included, but opted for a private transfer from Canada Tours. (See my separate raving review for them). We arrived at the resort around 12:30pm and were immediately greeted and taken to a roped-off area for 'concierge level' guests. We were given drinks, signed our reservation paperwork and headed to the lobby bar, as our rooms wouldn't be ready until about 4pm.

One couple was in the Clarinet building and had a GREAT view. Two of us were in the French Horn building and had the sliver of a view. The grounds were neat, the lizards were HUGE and it rained almost the entire week, sans one afternoon! Oddly enough, I didn’t see any of the poolside games moved indoors and they have a humongous lobby. I was expecting the games, trivia, etc. to find a dry home inside and didn’t see that.

Our room was as expected and we were on the end, so we had no hammock, which was fine with us. The air conditioning in our room, and in the common areas, never got really cold. The mini bar had sodas, beer and water. Housekeeping was great and so was the mini-bar attendant. Our turn-down service, when we were actually out of the room to have them do it, included a small Hershey’s mini candy bar – not sure what that’s about. On Wednesday, two days prior to our leaving, the ceiling on our patio crumbled due to the rain. They offered to move us, but once it was cleaned up by the staff, it really wasn’t a big deal, so we passed on packing our stuff two days early.

Because of the torrential rains, a lot of the normal things became abnormal. They had to close El Greco several days and the breakfast and lunch buffets were moved inside to Momonohana, which was fine. The breakfast buffet was good and we never tired of the selection. Fresh fruit, made to order eggs, omelets, waffles, pancakes and Mexican specialties. Their version of a bagel was a light, almost dinner roll/toast-like consistency and really was delish when toasted and dipped in eggs.

The lunch buffet offered made to order burgers, fajitas, chorizo, pork and steak, along with pre-made entrees. Their aurora salad dressing (similar to 1000 island) was amazing and I ate salad at every lunch and dinner the entire trip. Other than that, nothing else was noteworthy. On our first day at the resort, we lunched at the buffet and one in our party ordered Jagermeister. We jokingly asked for the whole bottle and the waiter got approval from the manager and POOF it was ours! Great service!

We also visited the Martini Bar on our first night and were served by Eduardo. He was fun, spirited and kept making cool drinks that he lit on fire. What a great way to begin our day in paradise! Strong drinks, good selection of liquors and great service.

We dined once at the ‘steakhouse’ on the Cove side, which was called Mundaca. We were all in the mood for a sit-down, full service steak dinner type meal and ended up with a Brazilian steakhouse instead. The meat quality was mediocre at best; the salad bar selection was slim and the service saved the day. Good waiters, plenty of drink refills and timely plate clearing. We didn’t go back, as it wasn’t that great.

We scheduled our ‘concierge dinner’ at La Huerta, on the last full day of our trip. The menu included nothing that appealed to four of our group, so they ordered off the regular menu. My husband and I had some of the special menu and some of the regular, with no item being noteworthy.

Room service was quick (under 30 minutes in most cases) and accurate, with the food arriving as ordered and at the proper temperatures. At the concierge level, you have additional choices until 10:30pm, so that was nice if we missed dinner but I honestly don’t recall us using it much, if at all. Sushi from room service had a great presentation – the wasabi was shaped like a leaf, with great detail.

The lobby bar offered a continental breakfast in the mornings and a light snack around happy hour. They served very good chicken wings, chicken fingers and potato chips. If you ordered a regular mixed drink, it was very light on the liquor.

We spent one day at the swim-up bar in the pool and the drink service there was fast and friendly. They had a few poolside games, such as music trivia, which were rather enjoyable. They also had water polo, water volleyball and other games, which I was happy to watch.
The food poolside was nachos, burgers and the like. Pretty good for fast food.

As part of our deal, we got $1500 in resort credit, which came with an 11% fee when used. If you used it all, you paid $165.00USD out of your own money. The ASP allows ALL of the resort credit to be used at the spa, and that’s exactly what we did. Between hubby and I, we had body salt scrubs, deep tissue massages, facials, manicures and pedicures. The spa has a good vibe and is serene, clean and service oriented. Very enjoyable way to spend six rainy days. Another nice part about this spa is that you leave your gratuity at the front desk, in a sealed envelope.

It was my husband’s 30th birthday on Thursday and they arranged for a chilled bottle of champagne and a birthday cake to be in our room when we returned from dinner. The cake was almost like a chocolate spice cake – moist and delicious and a great surprise for hubby.

Our contact person (aka time share setter upper) was Jessica, who was professional, friendly and helpful. She sat all six of us down to review our use of the resort credits, to review the property map and answer any questions we might have.

A main difference between here and the Sun Palace is that at the ASP, you do not have a designated concierge, but call ‘0’ and they will assist you. At the SP, there is a concierge available, in person, every day for most of the day and evening. I prefer dealing with the concierge face to face at the SP.

My hubby and I are also Palace Premier members, so we were the only couple in our group to attend the time share presentation. We were there for about three hours and declined to purchase anything with Legendary Resorts, aka Hard Rock. We did pick up a certificate for one week at the HR Punta Cana, as we know we will visit that resort and it was less expensive than using a Palace week.

During our trip, it literally rained every day except one. Two couples in our group had opted for the excursion to the beach club down the way; however, on the scheduled day, it was pouring rain. This club offered ATV, horseback and jet-ski riding, all of which would be unsafe in the rain. When they inquired about a refund, the person at the tour desk advised it was non-refundable. The situation escalated to a manager, who finally refunded the resort credits. Just FYI it can’t hurt to ask – I would have expected no refund!

Overall, I regard the entire property as very average. I found nothing super outstanding in the service, food, drink, or physical surroundings aspect. We have visited the Sun Palace four times since 2009 and much prefer that resort from a service, atmosphere and enjoyment perspective. Perhaps once the Hard Rock finishes the renovations (which look amazingly beautiful and modern) this resort will find its own personality and character.

  • Stayed May 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, July 5, 2013
Hello PrincessaMyron, we appreciate your detailed review.

We are thrilled hearing that since your arrival our staff treated you as a royalty and that you saw the warmness that is characteristic on our collaborators, we also are happy to know that we received you with your accommodations ready and that the room that we assigned you was perfect.

We do regret to learn about your perception in reference to the activities that we have at our resort, as you mentioned we sadly had torrential rains and we were not able to make contests at the pool areas, but let me inform you that we passed all the activities to the lobby and the indoors pool, our entertainment staff always is taking care of the unforeseen situations and we planned everything with anticipation to provide you the same entertainment experience.

In regards to your comments about the ac, we reviewed our records and we did not find any information on the system regarding your issue, we always recommend to our customer to bring these matters to our attention during your stay to take the corresponding actions.

Our Executive Chef cooks haute cuisine dishes even more on the Chefs dinner.

Our commitment is turn your moments into wonderful memories that is why we made special thing for your celebrations. We appreciate that you mentioned that Jessica was helpful and made your stay special, we definitely will let her know.

We are glad hearing that we comply all your requests and that the extension 0 was helpful for you.

We hope you give us another opportunity to host you again to show you the improvements that are coming with our new style.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lenoir City, Tennessee, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 27, 2013

We enjoyed a week with old friends at Aventura Spa Palace. We have stayed there 4 times in the past 5 years. The resort has a Spanish Villa style architecture. They are transitioning into a Hard Rock Hotel and the transition is not going smoothly. I have a hard time envisioning this beautiful resort as a Hard Rock Hotel. The ambiance will be ruined. The staff does not have the level of service to which we are accustomed at this resort and when we mentioned this, we were told they were in "transition" and were being trained. The accommodations were still excellent, the food was not quite what we were used to, and the service was lacking. We are disappointed in the conversion to Hard Rock, but we will still return because we love the resort and the location so much.

Room Tip: Pick a room with an ocean view. No room is too far to walk. Upper floors are quieter.
See more room tips
  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, July 2, 2013
Hi Ellen B, we learn from our customer’s feedback, values guests that have been coming for more than once are very helpful to our learning.

As you mentioned we are in the middle of a transition process to become other brand and we are working very hard to provide you with better services and promotions.


Our current amenities are the same, those are categorized as a top notch services.

I am sure that you will love our upcoming changes and that we will exceed the quality that we actually have.

We hope host you again to show you our improvements.

Regards,
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Oklahoma City, Oklahoma, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 26, 2013

My husband and I stayed at Aventura Spa Palace the week of June 8th-15th to celebrate our anniversary. We had pretty high expectations because we had an amazing experience at Beach Palace 4 years earlier. I chose 5 stars but probably would give it more like 4.5 if that was an option.
Pros: The most wonderful service from any and all staff. They really go above and beyond to provide the best customer service experience. Food and drinks did not disappoint. Nightly shows were fun and exceeded our expectations. $1500 resort credit was easy to use and allowed us to enjoy things we may otherwise not have. Unlimited snorkeling available right at the resort with plenty to see. Great spa services..must ask for Elizabeth if you want the best mani/pedi! La Hacienda on the Cove side is the best meal my husband and I have ever had.
Cons: My husband and I are not what I would consider the "party all night long" type but there was a lack of entertainment after about 9:30pm. There was an ocean side hut that played music nightly; however, it was not very big and only had one bartender. I could not imagine that being enough if the resort was not under construction and at full capacity. The other thing I think people should know is that we booked our vacation 7 months in advance, requested an ocean view room, our reservation sheet we were given at the resort said ocean view but we did not have an ocean view room. We did not speak to management or anything about it because it wasn't a deal breaker or anything just a disappointment. Lastly, the La Huerta restaurant on our side was kinda miserable due to the fact that either the a/c wasn't working or there is no a/c in there. This is a restaurant with a dress code which means men have to wear long pants, so you can imagine with the humidity how uncomfortable that could be.
Overall, the cons would not keep us from going back..the good absolutely out weighed the bad. We actually felt lucky we went while the resort was under construction because it was not crowded in the least and we never heard any sounds from the work being done. We also didnt really miss having the normal beach front since the views of the ocean were so beautiful. It served as a great place for a more romantic getaway for us.

  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, July 2, 2013
Hello Brittberry09, thank you very much for sharing your marvelous experience with us, we are pleased to hear that you felt the exceptional service that is characteristic from our staff in Aventura Spa Palace.

Our entertainment team always is innovating activities to make you feel plenty.

We are a huge resort with a lot of things to do and with many services to offer you, we are very glad hearing that you took advantage from our facilities and that went to all the restaurants and that tried the services with our RC promotion, rest assured that we will let Elizabeth know that you loved her treatment.

Unfortunately we reviewed our records and we did not find any information on the system regarding your issue, we always recommend to our customer to bring these matters to our attention during your stay to take the corresponding actions.

We assign to guests the rooms that they pay, we rarely receive this kind of feedback, just keep in mind that special requests as connecting rooms, specific room locations, or types of beds in rooms are not guaranteed and those are subject of availability.

The air conditioner works in the common areas, our F&B is pending in these details. Otherwise we are glad to know that these little misunderstandings did not affect your overall stay.

I am sure you will love our upcoming changes; we hope to see you again to host you with another terrific experience.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Riverdale, New Jersey
Reviewer
5 reviews 5 reviews
Reviews in 5 cities Reviews in 5 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed June 26, 2013

We are Palace members, so we have been to a few other Palace resorts (still miss Xpu-Ha), so we had a pretty good idea what to expect--and Palace came through again. Let's start with service. From check-in to checkout, the quality and timeliness of the service was excellent. We booked transport from airport with the resort, so we had a nice quiet ride to the resort, a quick and efficient check-in process, and bags delivered to the room. Throughout our visit the service was great. This is off-season, so the resort is not busy (and it is being renovated as a Hard Rock--but most of the work was being done on the Cove side--Spa side is adults only) and we had quick service all the time--restaurants, terrace, spa, fitness center--all great.
Food--basic buffet with some a la carte--all was fine. Nothing was great, but I don't expect great. We ate at El Greco most often--buffet all the time there. Good breakfast, very nice lunch (lots of salads and fruit), decent dinner--modified Mediterranean cuisine. A la carte in the Asian was good, Italian was better. Stayed at Spa side pretty much the entire time.
Amenities--if I want to eat I need to go to the gym--they have a fantastic fitness center--lots of aerobic machines (treadmills, bikes, ellipticals) and free weights and weight machines. We did the spa one day--massage was great, hydrotherapy so-so; got talked into a pedicure--softest feet I have ever had for the moment. Did two tours--Lobster Dinner Cruise (nice) and Aktunchen (will probably pass on that one in the future and go back to Xcaret or Xel-Ha)
Atmosphere--excellent. We found very quickly some nice, quiet spots away from the all-day drinkers (if you want that, plenty of opportunity at the pool area--loud music, loud drunks). We spent most of the time in the terraces out in the lagoon area. Shade, breeze, drink service if you wanted it--but generally quiet and relaxing. Yes--lagoon--there is no beach (and they tell you that in all of their advertisements)--if you want a beach, this is not the place for you. But if you want a nice relaxing vacation, good food, great service and atmosphere--this place will work. The only reason it gets four stars instead of five was because of the renovation work.

Overall, we learned that going in the off-season is a great idea and will do so more often.

Room Tip: Rooms facing pool and lagoon have morning sun but evening breeze
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  • Stayed June 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, July 5, 2013
Hello WarrenSMN we would like to thank you for taking the share your experience with our readers.

We are delighted hearing that your overall stay was as you expected and that you enjoyed our services and facilities.

We have many restaurants with different dishes and the RC is a special promotion to our value guests.

We hope to see you again in your next vacations to host you with our upcoming style.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sulphur, Louisiana
1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed June 26, 2013

We had a group of 14 on this trip. We had a few problems the day we checked in with our rooms, however the manager did accomodate us all very well with what we wanted for our rooms. Our biggest complaint was that it was HOT everywhere but in our rooms. The hotel lobby, lobby bar, and ALL the restaurants where unbelievably hot. They may want to go to an open air concept if they are not planning on cooling the resort in the middle of June. When complaints were made about the temperature they would say it was because of the rennovations....there were no rennovations going being done on the Spa side. Men are required to wear slacks in the restaurants and as warm as the restaurants are it is miserable. It is so hot in the restaurants it is hard to enjoy the mediocre meal that you are served. You dress nice to dine at a restaurant and the entire time you are there you are perspiring, and this was at all the restaurants!!
This was our 2nd trip to an all-inclusive and this one was definitely no where near the experience our 1st trip was. This resort also has no beach, if you go to Mexico where they have beautiful beaches you would like to have access to the beach. Also, with your $1500 resort credit you can have a romantic dinner on the beach, well that only accomodated a total of 6 couples and was only done one seating per night.
Needless to say it was not the vacation we had hoped and planned for.

  • Stayed June 2013, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Aventura Spa Palace, responded to this review, June 29, 2013
Hello DaphneG3 we appreciate your feedback.

We are pleased to hear that you felt the exceptional service that is characteristic from our staff in Aventura Spa Palace and that our staff took care of your accommodations.

We regret to know about your perception concerning the air conditioning, with all due respect let me inform you that we have ac in all the rooms and the lobby is supervised by our staff, they make all the arrangements to prepare the check in cause we want to make you feel in home, anyhow we definitely will pass your comments to the Management Team to take measures to avoid it occurs in the future.

Once again we apologize for any inconvenience you may have experienced during your stay.

We hope you give us the opportunity to host you again to show you our improvements and our upcoming style, I am sure you will love it.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Aventura Spa Palace

Also Known As:
Aventura Hotel Palace
Aventura Palace
Aventura Hotel Puerto Aventuras
Mayan Riviera Palace
Aventura Spa
Adventure Spa Palace
Hotel Mayan Palace
Adventura Spa Palace
Aventura Palace Spa
Aventura Spa Palace Riviera Maya/Puerto Aventuras, Mexico
Address: Carretera Cancun-Chetumal Km 72, Puerto Aventuras 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Luxury Hotel in Puerto Aventuras
#10 Top resorts Hotel in Puerto Aventuras
#11 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Aventura Spa Palace 4*
Official Description (provided by the hotel):
A blend of relaxation and adventure awaits you at this adults only retreat. Set in the Riviera Maya overlooking the aquamarine Caribbean Sea, enjoy 1,266 luxurious accommodations with double Jacuzzi, balcony (most with hammock), and 24 hr. room service. Among the facilities to highlight is the state-of-the-art spa offering a perfect day of pampering. Guests can also enjoy seven restaurants, several bars, a disco, outdoor/indoor pools, and unlimited tours as part of the all-inclusive package. ... more   less 
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