Overall my family & I enjoyed ourselves. Some of the food was a bit bland and lacked seasoning but there’s a variety to choose from at the buffets and snack bars throughout the resort. The grounds and pools were kept pretty clean- there was a stairwell area in our building that remained unswept or unclean- I know this because the same dirty towel was in the corner during our whole stay. Most of the staff is friendly but one in particular stood out to me the most due to his outstanding professionalism,knowledge and willingness to help, Noe (security). I was surprised to hear he isn’t part of management as he definitely possesses qualities to be.
5 out of 5 ignore all negative reviews…. The staff are amazing, this place is amazing! What we’ve paid, and what is included, you can’t grumble! We renewed our wedding vows here. Alex was fantastic. Thank you Alex. It wasn’t a complete wedding ceremony, but he made it special for our special day, so thank you Alex! Wow, this place and ALL the staff have been amazing. The restaurants, just wow! Best holiday and experience here. What more could you want? Good food, good drink, good service. A gym, spa, A NIGHT CLUB, beach, and a theatre. And amazing animation TEAM! Honestly these guys are the BEST! Don’t be put off my the most recent BAD reviews! This place is amazing and so is ALL the STAFF!
Cliff notes version: *Don't book here if you are a group *Don't book here if you have any type of mobility impairment *Don't book here if you like to eat *Don't book here if you are an impatient person and cannot handle line-ups As per my usual, I will give you the good, the bad, the ugly. Good first,.. (since there was so little) We stayed in a Villa Laguna (VL) room. The room was nice, the outdoor shower was lovely and the private, child-free pool was the saving grace of our trip. We loved the complimentary massage and access to Chill Out. Shout out to Pedro, who was our bartender and made sure our cup was never empty. Our room was always cleaned and cleaned well. The housekeepers were very prompt and did a superb job. The grounds are lovely and well kept. Lots of animals to see - Coatis, iguanas, monkeys, birds and stray cats. The Bad When you book a VL room, you are supposed to receive a "private check-in, with a wet towel and a welcome drink." This did not happen thus the check-in process was long and daunting. We did try to go to the lobby bar for a bevvie but they would not serve us because we didn't have a bracelet (not even a soda!!). I would STRONGLY encourage the hotel to change this policy. I think they would have much less crabby reviews about the check-in process, if they did this. The VL bracelet was also supposed to include premium drinks. This proved to be inconsistent - property wide. Certain places allowed you to request certain alcohols while some did not. The classification of "premium alcohol" really needs to be revisited. For example, I ordered a margarita on the rocks with premium tequila. The bartender pulls down Cuervo. Ummm,... nope. I then asked what else they offer for premium - he showed me a bottle of, what seemed to be, a no-name brand bottle of tequila and a bottle of Hornitos. There was Don Julio and Patron on the bar but you had to pay extra. There was lots of premium alcohol but most of which was not included. We ventured to the "private beach" area one day, that was advertised as part of the exclusivity of the VL bracelet. It was a roped off section located in the middle of the public beach area so not so exclusive. There was utter chaos on both sides. Nonetheless, we spent the afternoon there. Four hours later and one drink served,.. we did not return for the remainder of the trip. There was ZERO nightlife. The sports bar, casino and nightclub were supposed to be opened but they remained closed "due to Covid." One really has to appreciate the irony of that statement, after enduring the Cancun airport, where you are nose to nose with thousands of people, then you get on a bus that is full of people (most of whom weren't masked), then you check-in with hundreds of people (who aren't masked) and then you wander around a resort for a week (unmasked). But now, you are concerned about Covid thus the nightclub, casino and sports bar are closed??? The Ugly Eating at this resort was truly maddening. We booked a VL room mainly for the concierge service. We were a group of six and thus anticipated issues with booking reservations. We thought having a private concierge would alleviate this. We were wrong. The "private concierge" simply meant that there was a concierge at the VL pool area that would assist only the people staying in the VL or Platinum area. There was zero benefit. The resort had an app that would allow you to book your reservation but the app didn't feed in to the central computer system so it was a complete gong show! Everything was always full!! Of the seven a la carte restaurants, we were only able to get two reservations; one of which was after we had a conversation with a manager. In the end, we just showed up at the a la cartes and sat at the bar until a table opened up. Sometimes we waited 20 minutes. Sometimes we waited for 1.5 hours. The worst part about this was the fact that, once we were inside, the restaurants were only half full. Yep. You guessed it - Covid. LOL The buffet was a nightmare. It was impossible to find a table - let alone one that would accommodate six. For breakfast, we had to split up. For lunch - dear god. What a zoo!!! On numerous occasions, we had to clear our own table, then look for cutlery and once we were set up, there weren't any plates remaining in the buffet to dish out our food. MADDENING. For dinner - we had to split up again. There were lots of tables with reserved signs so I asked the host if we could reserve a table for six. He said those tables were reserved for Covid social distancing purposes (insert rolling eyes). Line-ups!! Line-ups everywhere. And long. Line-ups at the check-in, line-ups to get in the buffet, line-ups to get food at the buffet. Line-ups at all of the bars - on the beach, at the lobby, at the pools, at the sport bar. I am going to end this with a note to management: I suspect most of the issues that we faced were as a result of being short staffed. Fair enough. But don't book your hotel to full capacity if you cannot accommodate. Half capacity and happy guests is much better than full capacity and unhappy guests. Also, please don't respond with a generic "I am sorry" note on Trip Advisor. We voiced our concerns and opinions numerous times at the resort. We were kind, patient and respectful when trying to address these concerns. Not one staff member seemed to care in the slightest. Your resort had ample opportunity to rectify the situation WHILE WE WERE THERE and chose not to. So don't leave me a message now saying sorry.…
We are currently here now family of 4 two girls aged 10 and 8. The main pool is great, there is entertainment all day. Staff are amazing with getting the whole family involved especially Leonardo and Eduardo. The food in the buffets are not the best if your a fussy eater like me and youngest. You can book the restaurant which the food is amazing. The kids menu in there is the same in every restaurant which is annoying as my fussy eater would be eating chicken and chips every day if we ate in these every night. The cleanliness of this hotel is very clean. The hotel is so beautiful but the rooms let it down they are very dated but doesn’t stop you enjoying the rest of the hotel. Will definitely return
OK. I have worked in the service industry for 35 Years and although I am no expert I would like to think that my experience counts for something. I am not a prolific reviewer but felt compelled to write this. OK here we go.. This is not a five star hotel. It probably sits comfortably at three star and at a push with improvement possibly hit a four star. The hotel lobby looks the part and to be fair checking in was relatively straightforward. After that you start to see a pattern emerging. The grounds and walkways all look clean enough but look at the surrounding buildings and pools everything looks..well, tired. The staircase to our rooms had cracked tiles (very sharp). The hand rails are loose on the walls and coming away. The rooms are clean enough but definitely not five star. We paid for an upgrade to a luxury junior suite and although fine, it was furnished with blankets that were old and snagged and old Premier Inn style furniture. The toilet was temperamental but the shower was superb. The food was a steady standard in the buffets but the restaurants were an eye opener. The hotel boasts several different restaurants but four of them are situated in two buildings, this means that whilst some people are eating Sushi others on the next table are eating Thai. Both these restaurants bear no resemblance to the food you would find in their country of origin. Service is OK. The staff work hard with what they have got but quality wise it's simply quite poor. Absolutely NOT enough shade round the pools. This leads to "sunbed blocking " and ultimately to arguments. The older generation and very young children being left to deal with high temperatures and nowhere to shade, also leads to bad tempered conversations. Service in the bars were heavily weighted towards fellow Mexicans with most being prioritised over anyone else, this could be helped by heavy tipping but was no guarantee of a quicker service. Overall, we had a good time - you make an effort to make the most, but beware people if you want quality go to Grand Palladium just up the coast.…
We stayed for a week at the platinum suite it was very spacious, beautiful, amazing A/C, and amazing jacuzzi. It is a very beautiful hotel with loads of animals such as cats (which are very friendly but be cautious when petting them) also lush green plant's, the people there are very friendly, social and carring. If you prefer more seafood this place charges for lobster and shrimps, special thanks to Adrien Carlos, Roberto in the buffet, and everyone in the platinum suite, these people are all amazing and hope to come back sometime again! Thank you guys for a wonderful time.
Stayed here in May and while the food and grounds of the hotel were good the service in the bars ruined the holiday. If you want to spend 10-20 mins stood in a queue every time you want to get a drink then this is the hotel for you! The pool bars were not open long enough and while there were plenty of bar staff around there was generally only one person serving. Really poor A word of warning… do not book excursions with the on-site reps. I booked 6 dives with them and due to bad weather I could only complete 4. I was given refund paperwork and was promised a partial refund for the dives I couldn’t complete… 3 weeks on there is still no sign of my money back and I’ve sent numerous messages to the sales rep AND the hotel management and not got anywhere. They’ve basically stolen my money.…
Grounds of hotel lovely rooms no where near 5 star food average in hotel buffets cannot comment on alacarte restaurants really shocking customer service lobby bars full of smoke staff aware of customers just ignoring reported to concierge nothing done smoking is against mexican law in hotels bar staff and dining room staff ignore you and a number extremely ill mannered bar pool staff do as they please close bars early refused me a beer at pool bar when I swam away I watched him then go serve young girls at the other end of bar when I approached him to inform him he had closed bar and was now serving these girls he just ignored me is the service we are experiencing because we are english seem to prioritise Latin americas are we not welcome. as english guests in Mexico now have been to Mexico now five times have never experienced this type of service rudeness from staff I do tip but can't understand why service in hotel is so poor also pools people diving off the colums into pools just being ignored by staff this could lead to a serious injury ignoring the no diving signs could such a shame because this could be wonderfull hotel experience nightmare trying to find shaded areas people seem to be up at crack of dawn to reserve shaded beds as so few available here has totally put me off returning to Mexico and I have been to mexico five times now home thank goodness will be raising issues with tui uk certainly won't be booking Mexico or princess hotels again…
Still in resort day 8 of 14 service is shocking at times members of staff quite rude 35min to get drink at pool bar the bar tender prioritising young girls letting them jump in front obviously more attracted to them nightmare trying to get coffee at breakfast have been sitting in restaurant 20 mins waiting for cuttelry and table being set staff just walking past i have ate meal now still waiting to be asked if I want a drink you only appear to get service if you tip here and I do tip at times rooms basic outdated no way is this 5 star worst hotel I have stayed at in Mexico not enough sunbeds with cover nightmare to find tui rep waste of space won't be back total disappointment tui need to check this out as not a good ambassador for there brand
It's a really nice hotel but has its problems. Can't fault staff overall or restaurants. But pool bars you only get good service when tipping. Staff have been rude and close early every day. This isn't a cheap holiday and won't be coming back here again. Loads of sun beds but by 8am you can't get a umbrella. Our room should have bed side lamps but asking reception for some they haven't arrived. TUI take note I always book a 24 hour hotel. This one ends at 2 pm. Your website and theirs are wrong. I'm at the hotel now and this review is based on how unsatisfied I feel right now.
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