nothing

perfect

Stayed in May 2024

When I booked this, my original stay got cancelled by the property because of an "invalid card". We called our card company and they stated that there was no attempt to even charge the card. After reaching out to both Booking.com customer service and the resort, they were unable to fix the issue. They did not give us the same price we booked at (which was a great deal) - instead, we had to rebook and pay more.

The resort and the beach were beautiful, and we enjoyed our stay. The rooms were huge and everything was extremely clean.

Stayed in May 2024

The staff was amazing! Made every moment special

Stayed in April 2024

Room needed more hooks for drying towels and swimsuits, resort needs more covered lounge chairs

Exceeded our expectations! Delicious food, beautiful beach, huge room, fun activities and friendly staff

Stayed in March 2024

If I had to find something to complain about, I suppose it would be the breakfast options for the two buffet restaurants. We ended up realizing that the ala carte breakfast as Alba, the healthy cafe, were more to our taste. One other thing, cold brew coffee would be a game changer. In a hot climate, iced drinks are essential, and just pouring hot coffee on top of ice is not the best way to do it.

The location is far enough away from the main Cancun area that it feels more remote, there's lot of nature and greenery around so it also doesn't feel like you are on top of other resorts. The whole place is meticulously maintained and well cared for.

Stayed in March 2024

Beautiful and well maintained property

Stayed in March 2024

NA

From the time we arrived to the time we left there was not one need that wasn't met. Our room was lovely. Many activities to choose from. The pools, meals, service and entertainment were top notch.

Stayed in March 2024

Very little I did not like. My only complaint was that restaurants booked up very quickly and we had to eat at awkward times in some of them to get a free table. It felt a bit cumbersome that you couldn’t book restaurants from the app and instead had to go down to communal areas to book things.

This is the most amazing all inclusive I’ve ever been to. The rooms were exceptionally finished with beautiful decor and facilities. It was stocked with wine, beer and plenty of snacks and the all inclusive room service menu was amazing. The hotel had such a great variety of options to eat and drink at and everything was very good quality. The drink provided was proper international brands; not cheap local liquor like other all inclusives I’ve been to. Staff were extremely friendly and there were so many touches that really made this place feel 5 star

Stayed in February 2024

The only issue I had is that the best palapas by the beach were gone by 6:30 a.m. - I really wish they would figure out a way to reserve in half day slots instead of having someone put a towel at 6:30 but not get to their palapa until noon. Some resorts have the concierge's or beach attendants reserve the spots for people with timeslots

We have visited dozens of resorts in the Cancun region. This was the first time we felt the resort really just did everything right. The rooms were incredible, even their lowest category. We have always been disappointed with food at resorts but we were amazed at how well the food was done at this resort. Over the 4 days we were there, there was maybe one thing that one of us didn't like! We loved it so much, we ended up joining their membership so we have prepaid days to go back. Have definitely found our Cancun resort- we will stop looking for the one.

Stayed in February 2024

Time share meeting

Food and drinks excellent. Staff very friendly. Plan to return in the fall for my anniversay.

Stayed in January 2024

Stunning resort, multiple gorgeous pools, and fabulous restaurants.

Stayed in February 2024

There's a little competition for pool or beach chairs, but we were there on a holiday weekend so we expected it!

I did a girls weekend with my best friend, and we were so relaxed all weekend. The food options were fantastic and the room was stunning. We can't wait to come back.

Stayed in January 2024

Food was delicious. Very clean and friendly staff

Stayed in February 2024

Some restaurants were better than others

Incredible food, impeccable service, and delicious food, The hotel is probably the most beautiful I have been in- all-inclusive or otherwise. Cannot recommend highly enough. Probably the best resort in Cancun.

Stayed in December 2023

No complaints but the food could be hit or miss, most were really good. Another thing we would’ve liked is more activities like yoga or pilates during the day/morning.

Everything about the resort was perfect. We couldn’t fault a single thing, the experience from check in to check out was incredible from check in to check out. This resort is more than just a hotel, it is an experience. Our room was incredible and the private pool was heaven. Each staff member went above and beyond when serving us, they were all so kind and friendly!! The pools and beach were incredible, and the selection of restaurants was great. The smell of the whole resort was also just so luxurious.

Stayed in February 2024

the location is far from the city

the hotel looks new - everything and everywhere looks clean . the food the staff the service was excellent

Stayed in February 2024

We had only one bigger issue - after arrival they put us right next to a constructions side where there were taking down part of a wall (didn't look like emergency repair). My wife was sick, wanted to rest in the room and couldn't. The noise was unbearable, dust everywhere in the corridor. The staff is helpful but can not quickly resolve problems for which they were not trained / are not part of the standard process. It took 4 hours to get the works halted, and another 4 hours to get a new room. Not nice. We heards "Sorry" a couple of times, and that's it, no compensation what so ever. In an expensive 5* hotel I would expect at least something - a nice bottle, a spa treatment or other experience in compensation, something. The staff had numerous occasions to do something. Also, we stayed in the hotel for 2 weeks, while most people do a couple of days. Would be nice to add a bit of personal touch, do something nice. Other things that could be improved: - The staff in the bars, some restaurants, and around pools constantly rotates, so they don't have a chance to remember you and it takes away a bit from a personal experience - The rennovations / fix-ups are constant. It keeps the hotel nice. But you can see, things are never properly cleaned afterwards. If you have a bit of OCD, you will notice paint on baseboards, pencil marks around newly installed lights, etc. - There are quite a bit of weddings and conferences in the hotel. As a result a part of the common or outside areas are inaccessible every other day. - Wine. This is very subjective. I think the standard wines are really tailored for US visitors, which makes sense. But if you like something else, you will probably stay with beer or coctails. The premium wines are priced way too high.

We came here for two weeks to unwind and relax and we were very happy, definitely could stay longer. Absolute top class stuff: - Interior design - the rooms, the restaurants, the lobby, all absolutely fabulous. Beatufil, high-quality furniture. - Fantastic food - all restaurant cooked absolutely delicious, some are just a notch bellow Michelin star. El Suspiro is best in our opinion. One caveat - don't expect "geographically accurate" food. E.g. the Italian restaurant is no match for a good restaurant in Italy, it's rather "inspired by Italian cuisine". But that doesn't mean the food is not tasty. Other really positive things - Beautiful pools and sunbeds, beach area with sunbeds and bar - The animation team is nice and friendly. The activities are interesting and not too tacky. - Staff is generaly attentive and helpful - Gym open early, smoothies bar next to it as well. - Bartenders at the 3 indoor bars can create magic - Rooms are clean - Indoor areas smell really nice - Very green outside areas - Superbowl screening on multiple locations

Stayed in February 2024

Need signage to get to building with Kopai from main building Limon y Sal, Kopai, and Suspiro food could be better Need a reservation system for pool cabanas; need restaurant reservations on the app

Beautiful location; great room; great amenities The buffet restaurants are very good

Stayed in February 2024

The smell is really intense here if you’re scent sensitive person you will have a major headache every day for real. Very strange with their price on booking, 1 person and 2 person is the same price - all inclusive.However when i booked for one person and decide to invite a friend to come there is an extra charge for my friend.

Nice and large property

Stayed in December 2023

That there are not many smoking areas

Service was incredible

Stayed in February 2024

Can’t fault anything. Brand new property and well maintained.

Stayed in January 2024

Gratuity was not included in our package when we booked with a 3rd party. This is not a complaint of the resort, but the non tipping culture is frustrating to see. I would prefer to have pre paid gratuity as an option at booking (this might be something we look into next year). Otherwise, we tip our servers and housekeeper with cash through the week. I was surprised how many people around us did not.

Amazing staff from check-in to check out. We keep returning to Atelier for quality and luxury. We booked a Junior Suite again in building #3 near the relaxing pool. This year, we enjoyed the Italian Restaurant Cilento, and my favorite authentic Mexican meal was our last night at Mercado 19. The view from Cilento is gorgeous at sunset. The service at Mercado 19 was superb (thank you Luiz). We enjoyed Volleyball at the main pool every day in the afternoon and the Beach this year was excellent with no seaweed at all. We spent time each morning with our favorite server Eric in LA Consentida. The coffee bar is also a wonderful pit stop for book exchange. We took the Inspira tour with Carolina because we keep returning to this resort every year and wanted to see the upgraded suites. We had FUN on this tour, and yes it is a sales appointment. However, it was really interesting and we collected two 80 minute massages for our time. So, that brings me to NUUP Spa and our favorite therapist Fernando. EXCELLENT couples massage experience every year. This resort Spa has earned their awards. The two Relaxation pool and Hydrotherapy Circuit pools are my favorite. I really enjoyed my Spa time at Secrets, but NUUP Spa is by far superior. We look forward to returning next year. I also want to thank Sophia, Carlos, and Eduardo from front of the house management. No one wants to experience a health emergency on vacation, but we had an emergency room visit mid week. The management quickly became our advocates during a very stressful situation. They stayed in contact with us through the night and comforted us when we came back from Cancun Hospital. THANK YOU! They helped us reconcile a difficult decision to leave our vacation early to see doctors at home. Now that we have recovered, our travel agent is assisting us with next year's reservations (this time with travel insurance).

Stayed in February 2024

They are doing a great Job! No complaints

Amazing location and grounds. Infinity pool on rooftop is a view of a lifetime. Food is amazing and staff is very helpful. Definitely will be coming back amazing vibes! Golf course is beautiful

Stayed in January 2024

Nothing

Beautiful property!

Stayed in January 2024