There are 13 floors, 800 guests, and ONE ELEVATOR out of four was working. There were two, but the pool elevator got stuck three times with people in it and they had to pry open the doors to get them out. The QR code reservation system didn't work well and people were kinda steamed about that. It seemed like someone had hacked the system. It opens at 9 a.m. and immediately there are no reservations available. I was able to figure out how to beat it: Have it open and filled out and pull the trigger on it at 8:59. Still, we would get there and the resto would be empty, with people waiting outside on standby.

The staff is wonderful. From Jazer at the front desk to Patricia in the coffee shop, and waiters Pedro (Risotto) and Jose (poolside), everyone busted their patooties to provide excellent service. Cannot beat the perfect beach location, away from the madding crowd, yet close enough to walk to the action if you wish. Stunning view from the balcony, white sandy beach with relatively gentle waves, and three pools, one exclusively for adults. Beds were comfy with lovely linens. Big towels, fairly good toiletries and a fridge with sodas and water.Inclusive coffee was yumsters, although you could get Starbucks if you paid extra. Gigundo brekkie buffet with a dozen hot dishes (hot cakes and waffles for the kiddies, tamales and meats for the bigs) and a swell array of fresh fruits and yogurts. And, you can get a complimentary mimosa every morning.

Stayed in March 2024

The food is horrible and it’s not much of a selection at all especially if you don’t eat red meat

Beach access and free room upgrade

Stayed in March 2024

No control of the thermostat, one broken elevator for a few days, hard to make reservations for dinner.

The beach, great view from the room.

Stayed in January 2024

For a hotel that has approximately 600 or more guests, they have 40 beach lounge chairs? And people run down at the crack of dawn, throw a towel on one and “ claim” it…so if you get to the beach after 8 am….your sitting on a towel in the sand. The pools are the same way…we only got a lounge chair one day out of 5. Also the coffee makers may be the worst in the world and our rooms were very hot at night. We mentioned this to the desk and they “ repaired “ it…but was still hot. The meal plan for the all inclusive is confusing and if you dont get a reservation in by 9 am you just have tomtake your chances., some nights its 45 minutes to wait or more. And our pillows smelled of mold until they replaced them .

Property was immaculate and beautiful…pools, beach and oven magnificent

Stayed in January 2024

1. A variety of Mexican food on the buffet but the same lunch to dinner just recycled in different flavors. Menu not varied. 2. Only 2 specialty restaurants. It 2 me 2 days to figure out that the QR code in the documents will not allow you to reserve a table. You must do it at the concierge or take a chance as a walk in. 3. Too child friendly. Children were allowed to freely move in the areas that cater to adults like the bars. I watched a kid about 9 yrs old walked up to the bar where his family was sitting and ordered a Virginia margarita ( salted glass and lime).

1. Check in/check out process. 2. Banded room key 3.Fresh linens and comfortable bed and pillows

Stayed in December 2023

Beds, and that you have to wear a wristband if the hotel to sleep.

Location.

Stayed in November 2023

Long wait for checking in. Less staff.

Everything

Stayed in November 2023

The aircon of the opposite building kept you awake at night. The elevators wouldn’t work most of the time. Staff wouldn’t let us change rooms for the loud aircon, if the door sealed properly it wouldn’t of been an issue.

Location was amazing. Beach was incredible at the front of the resort.

Stayed in October 2023

Checkin is a joke, the slowest process I have ever experienced in a hotel which takes 250 USD per night category. The employees deal around with multiple papers and screens in their computer, they have to call backoffice to double check whether it‘s already upfront paid or not. It‘s not the front desk people fault it‘s the uper management of the hotel who is not able to streamline checkin processes. It‘s from the stoneage what they do here and it‘s not the first time I stayed there, since at least 4 years in a row it‘s the same mess. Fire the upper mamagememt and hire people who know how to setup modern digital age confirm processes.

The best location on the beach in Cancun

Stayed in July 2023

Noise from the clubs. People bringing speakers to the beach mixing their music with music from the hotel and the clubs, so you just have Noise instead of music. Weird smell in the room

I liked the hotel and the location, but there is a ton of noise coming from the clubs about 500 meters away. They start at noon and continue until 3 am. So weather you are at the beach or in your room, the base is continuously. Had a city view room, but you can still see a bit of the ocean. It was very clean and spacious. Sometimes it had a weird smell. You can walk to all kinds of restaurants and the supermarket is nearby. The breakfast and dinner buffet are very good. Only had dinner once so not sure if it changes. They clean the beach every day from seaweed, but sometimes mother nature makes it hard for them to clean. Hotel has entertainment most nights.

Stayed in June 2023

food is fine but can be better

Location, view and beach bar service

Stayed in April 2023

Too strict, you think you're at a military base. Uber is not allowed to pick you up at the lobby. So you have to order a taxi from the hotel. Guests are not allowed to get on the property. I was there for a convention. So we had to plan the meetings out of the hotel—for every step I made, they asked me to show my bracelet (from the hotel). I booked a suit, and they gave me the wrong room. And the police rob us in front of the hotel (in uniform)

the staff.

Stayed in April 2023

They had 4 elevators and one was broke. It took forever at times to get it and then it would go down instead of up and we stayed on the 10th fl. It was also so hot in the building until you got to your room.

Loved the staff and the resort was beautiful. The food was great.

Stayed in April 2023

Food

Location

Stayed in April 2023

very crowded in the main restaurant because of all-inclusive

The view and location is amazing.

Stayed in April 2023

very loud and not good sound insulation the buffet was not varied enough

good location, clean rooms

Stayed in March 2023

Loud music at night

Beach

Stayed in March 2023

The water in the bathroom and sink faucets smelled pretty bad. Also our toilet flush broke 4 times during our seven day stay. To the hotel's credit, they sent a maintenance person to fix it immediately each time but he was never able to fix it permanently. Having to deal with a broken toilet early in the morning when we had a tour pickup scheduled was pretty stressful. Given that there are nearly endless options in the hotel zone, would recommend to pick some other hotel in the area with better reviews.

Great view, excellent location, easy access to beach. Buffet was pretty good with a nice variety of options. Maintenance, reception and restaurant staff were polite and helpful.

Stayed in December 2022

No A/C in lobby area, not handicap friendly.

Stayed in September 2022

location

Stayed in September 2022

Staff were not always able to answer questions regarding which pool we could use and how to make reservations for dinner. We were instead advised to scan a QR code to answer our questions which did not work for us. Broken glass noted at pool area. Security staff were unhelpful and unfriendly on our arrival to the hotel. We were made to stand outside in the heavy rain carrying backpacks while security checked a list for our names. This took around 5 minutes and we did not receive an apology for this.

Breakfast was lovely with great service. Staff were quick and efficient in clearing plates, restocking food and providing drinks. There was an excellent choice of both traditional Mexican food as well as UK/American foods available. Breakfast setting was really nice with beautiful view.

Stayed in September 2022

The communication could have been better. They didn't offer us all the services that would have been really great Like excursions from the xcaret group with discounts. The rooms were comfortable but not exactly 4 star quality.

The staff were very friendly. The food was pretty good and the location was great.

Stayed in September 2022

No hotel shuttle and the haggle to go on tours and such without taking a no thank you for an answer and stay persistent on trying to get you to purchase, I felt like I was at a car dealership !!!!

Pool ,food ,drinks

Stayed in August 2022

I didn't like how everybody wanted to sell you something and you can't use other hotels restaurants you can only eat at the restaurants that are on the street or at your hotel. Seems like the lobby in the hotel did not have air conditioning it was extremely hot.

The beach and the water were absolutely beautiful. Hotel did provide entertainment each night there was something different around 7:30

Stayed in August 2022