Visited for a week. This hotel could be great but needs a little improvements. The food is horrible. There is no where in the room to hang your wet clothes/bathing suits, the floors in the rooms needs carpet or a rug. My 2 year old fell down many many many times. The drinks barely had any alcohol. I’m a light weight as I never drink and I never even got tipsy. One of the bartenders at the pool asked for a tip from my husband, we didn’t bring cash to the pool since we were going to be swimming the whole time, didn’t want it to be stolen so then my husband was very embarrassed and didn’t want to order more drinks. Also they don’t enforce not allowing people to reserve chairs so all the chairs in the shade were always taken. I watched two chairs be vacant all day long with towels on them. The good, the baby paradise was AWESOME! My girls loved it and they ladies were so nice. Won’t be back unfortunately…
The hotel itself is okay, check in took ages for no apparent reason. The staff at check in were not helpful at all. Didn’t tell us where anything was or give us a map pr any information at all. Gave us cards for towels but didn’t tell us where to go to get them - found the desk next to the infinity pool. Didn’t tell us where the bars or restaurants were. Thankfully the bell boy told us where the buffet restaurant was. The rooms are fine. They are clean and have a fridge with some water and juices in but we found the beds were pretty small. The pools were nice and plenty sunbeds but not much shady places during the day. The food was horrendous. We struggled to find much to eat the entire time we stayed. Breakfast was the only meal we knew we’d find something edible. The a la carte restaurants were pretty much the same standard of bland mushy food as the buffet.l Bars were okay but drinks were either really watered down or really strong. Would be good if you could get bottled water from the bars during the day as you only get 4 bottles in room per day and for a family of 3 it lasts about an hour! Kids club was ok. The staff were friendly and got to know the kids however we didn’t feel we could leave our child in kids club for any time as he is only 4 and Cannot swim but the children can access the kids swimming pool with slides etc at any time from the kids club. There is only one lifeguard on for the whole pool and no staff in the pool checking on the kids. I know he would not choose to sit inside and watch a movie or do a craft when the pool was there. The evening activities for children sounded good but parents were not allowed in with the kids so my son didnt want to go most of the time. We found the sports courts by chance on our last night. Watched the sunset from there which was nice. Never found the big water slides or rock wall etc and staff were not interested in helping. There is no currency exchange facility but are atms where you can take cash out in pesos or USD. Theres charges for this though. Asked a members of concierge team where we could exchange cash as atms were out of service some days to which he just shrugged his shoulders and said downtown… The shops in the hotel are a rip off better walking down the road slightly to the go mart which also has a subway in it which we had to use regularly to get our son to eat anything. We saved up hard to be able to go here and were left totally disappointed. Wouldn’t recommend. …
Carlos,Luis, Rafa the Bartenders had me laughing the whole time. Never had less then half a cup before he looked for me! Eliazaar the server at the buffet was beyond amazing!! Demian in the pool section was full of service!
So I’ll start with the best parts: the service, the kids club and evening excursions (parents get 1.5 hours every other night while kids have an activity). The kids club staff is super friendly and outgoing. Of particular note we’d like to thanks Laura, Alfonso, Robert, ruby and Wendy. They knew our kids names and ensured they were safe and having fun. The poolside entertainment is fun (thanks to Jesus!) and engaging and everyone who works at the hotel is kind and courteous. The food is maybe a 3.5/5 stars, some meals are better than others- breakfast is bar far the best meal At palapa (the main buffet restaurant) for restaurants for dinner id put them in this order: Los gallos, then sans soucis, then fisherman’s. Our room was fine but the ceiling in our first room was leaking and could not be fixed. We switched rooms and had to ask to be compensated to do so (usually pretty standard given that our ceiling was leaking) and our second room had the floor drain back up after a bath. We just left that go. Didn’t want to move again and we determined it wasn’t sewage so…… so overall the resort gets 4/5 stars. So, pretty much the same experience we had in 2020 pre pandemic. We would definitely come again, this place is great for families.…
We stayed here for 1 week and this resort was simply the best! Family of 5 with 3 little children and everyone had a blast. Special thanks to Araceli Brito -she was excellent in describing the local amenities around Cancun and surrounding areas including hotel fearures and also Ricardo Serrano - who was the best hotel agent! He answered all my questions perfectly and helped us upgrade our room to a beautiful bigger suite without any hassle and made the whole process so simple with his very friendly personality and efficient process (our kids loved the bunkbed :) I was very impressed overall! Thanks again guys.
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