Beautiful hotel, amazing service, truly almost no words to say how wonderful our stay was. Early into the trip I asked for a certain restaurant item, to accommodate an allergy. I inquired if a certain preparation and a slight change to the sides (more vegetables) was possible. The server's remark was "Anything is possible". That statement is the overarching attitude of the staff that work here and the approach to guests at this hotel. It made for a most memorable trip as we were touched by the kindnesses demonstrated to us, on a routine and consistent basis. We stayed here for a week in May 2023 in a beachfront master suite with a patio and a private soaking tub. "We" are a family of two adults and two children, ages 9 and 12. This was the perfect place to relax and spend a week, playing in the sand, swimming and snorkeling in the bay out front (sting rays, conch, urchins, schools of baby barracuda, clownfish, parrotfish, grouper and angelfish all right there out front), reading books in the many hammocks, and taking walks on the beach. One morning, a school of dolphins jumped across the water in front of our hotel room out in the bay. Amazing! Such great accommodations- The room was clean. The hotel was clean. A queen sized trundle bed pulled out from under our king sized bed for the children. Amenities such as complimentary water and varied beverages, clean towels, extra blankets, and beach towels were swapped out each day. There were complimentary kayak and snorkeling expeditions with equipment (thank you Enrique for teaching my daughter to snorkel) and complimentary yoga on a pier. There's a PADI dive shop just next door. The two pools were clean and a nice relief from the ocean when we needed to keep an eye on our children from the room and patio. There are books, games, and beach toys to check out. Our children kept busy chasing hermit crabs, lizards, trying to crack open coconuts, and gathering shells from the beach and water. The food is exemplary, with a two- course complimentary breakfast every morning, many options for lunches and dinners (try the Mereva platter, the pizzas, the sea bass on plantains, and the poke bowls, and if you ask nicely they will make huge bowls of guac and ceviche for you, which are not on the menu). The servers- Oscar, Miguel, Dionisio, Aaron, and Jose Luis were out of this world gracious and helpful. The food and beverage manager, Miguel, met with me to figure out how to accommodate my allergies and even went into town and purchased bread so I would have gluten free options. They changed out the oil to make GF chips and tortillas. I mean who even does this!? Beyond grateful. The front desk staff- Abigail, Brian and Angeles- were helpful before and during our stay and often inquired if we needed anything. You can go to the restaurants at the nearby sister hotels- Nerea and Alea- great properties as well, quieter and perhaps better choices for adults only, but also awesome staff (often the same staff that would rotate among the hotels, and we were glad to see them everywhere) and there are workout facilities, more piers with hammocks, bodyboards and kayaks, etc. Pros- Ritz Carlton level service in a beautiful, quiet, small boutique hotel- just 25 rooms and never felt busy -Amazing views- get the oceanfront suite with a walkout patio, soaking tub and hammock- ask for room number 5- quiet, corner suite with a neighbor on just one side -Beach on one side, jungle on the other, so cool and fascinating -Massages on the pier were a splurge and so worth it -Amazing food with a wide variety of choices as well as a great children's menu- the TRex is a child sized steak dinner with vegetables and mashed potatoes that had my daughter happy and eating like a Princess-returning to the real world at home will be a challenge -Their willingness to accommodate GF requests for food -Included free two-course gourmet breakfasts (remember to leave a tip) -The best skinny margaritas and tamarind margaritas, perhaps on the planet -Filtered water and ice, we stayed well and healthy and no problems eating and drinking, and we tried everything -The complementary bottled filtered Mayan Riviera jungle rainwater was just really neat and yummy -Clean rooms, clean property with constant improvements and cleaning going on around you, but never loud or intrusive -The personalized attention and kind personnel- you just can't beat the level of service and congeniality of the people that work here -Snorkel right out the door, you can walk out at least 500 feet into calm, waist and chest-high waters, hours of fun and exploring, just can't be beat Cons- -Seaweed on the beach- but really, just ignore it and swim out past it, the water is well worth it -Having to leave, as seriously no other cons here Recommendation- it would be nice if the menus were just routinely marked with allergy information such as gluten-free and peanut allergies as examples, so that guests would readily know options Other tips, not necessarily related to the hotel- -Check Aviator for two different all-day tours- one is the Tulum ruins, reef snorkel, and cenote day trip. The other is a snorkeling trip with whale sharks, a seasonal, mostly summer event. These were really the only times we left the properties and they were well worth the excursions. Booked through Aviator they were 1/3 to 1/2 less price than when booked through the tour companies offered through the hotel. -Do take the hotel's recommendation for the travel company for transportation to and from the airport. You are quite a distance from Cancun international airport and do you need air-conditioned, reliable transportation. We chose the private VIP option. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.