The check in process.

Everything but the check in process.

Stayed in March 2024

We couldn't eat at any of the non buffet restaurants our entire stay. Reservations are impossible! I even asked the front desk to walk me through the process and it didn't work. The app opens at midnight for the next day's reservations. I was refreshing at midnight and still couldn't manage to get a reservation to anywhere. I tried this every night. The resort was so big it needs a shuttle from the far side to the beach. Check-in took extra long, and the fact I checked-in online didn't matter. I had reserved 3 rooms and they couldn't check them in all at the same time. I had to do one room, and then the next, and then the next. 3 of the waterslides for my teenagers were broken. Our room was hastily constructed and it showed. We had a hole in the shower tile because they cut it incorrectly for the shower wand. And they must have applied the caulk with a trowel. If you take the jungle walk you better pack bug spray because you will be eaten alive. And forget about booking a time to swim in the Cenote unless you like to get up at 6am and stand in line at the activities desk by the kids center. We booked parasailing through the resort and it was almost double what we found online locally. And you need to take a taxi to go see downtown at all. The beach is rocky. Which was fine for littles to play and find shells and snails just bring water shoes because they are sharp. There really isn't much sand space on the beach to play on though. The snorkeling was subpar! We were extremely disappointed, especially since it was a rocky beach. Honestly it was an ok stay. It wasn't terrible but it wasn't spectacular. And if my family returns to Playa del Carmen area we will pick a different resort next time.

Loved the monkeys in the trees and watching the turtles in the rivers. The bar service was excellent. Especially with non-alcoholic drinks for the kids. And the Juice bar by the pool was worth the wait. My kids enjoyed playing ping pong and pool. We enjoyed taking the bikes for a ride. The Cenote & Fire evening shows were good. You can skip the rest of the evening shows they were not worth it. The taco truck tacos were amazing. Get one of everything!!

Stayed in April 2024

The service could have been better

The food

Stayed in April 2024

The variety

It was good

Stayed in April 2024

The meal experience could be much better handled. Standing in a queue for the buffet and another queue to book alacarte restaurants was quite awful. We were there to meet up with our young family and this was even more difficult with kids in tow. The beach was quite badly eroded so not very much beach at all and one had to step over rocks, etc to get out for a swim in the sea. Our bedroom was musty/damp smelling!

We loved the green surrounds with animals and birds in close proximity, the various pools were excellent, the entertainment was of good quality and staff helpful.

Stayed in February 2024

Loooong lines, that’s true. Beach is not perfect. You need shoes to enter the water. Food is not best. It’s okeyish, but in other places in Cancun it was better. Water in pools is not very clean. Water slides are somewhat old, but fun. Don’t have too luxury expectations.

Large area, many animals, which is fun for kids. We spent all 7 days inside the hotel, walking 15000+ steps each day. There are many things to do in the hotel, which is very good. Night shows are good, but two of them were boring. Considering how much we paid, it was a very good value for money.

Stayed in March 2024

Long wait for everything, most of the activities and dinner reservations require in person appointments/reservations. They should have incorporated everything on the website. I’m there for vacation not to stand in line for 45 minutes to make reservations.

Lots think for kids to do

Stayed in February 2024

Hand washing at the buffets is non existent!! Seriously, bring your own hand sanitizer because that many people touching the same utensils is just gross. So that part freaked me out. Getting a spot in the sit down restaurants is difficult. You have to sign up at mid night for the next days reservation. However, you don’t need a reservation for the Brazilian restaurant for breakfast or lunch and that was nice.

The location is super fun. It’s in the jungle and on the beach. Lots of paths you can bike on, some small Mayan ruins, pools and some fun water slides. The staff are all very friendly. Lots of guests from Canada, France, and USA. Our room was nice and comfortable and there’s water dispensers in the room. They all have patios or balconies. We really enjoyed the fire show and the cenote show.

Stayed in February 2024

Check in lines standing for hours .. Need more staff Had to figure out scheduling for restaurants and bars...at times it was frustrating not being able to get a drink or to sit down and eat

Beautiful resort. Areas for quiet for adults only as well as areas for families w kids. The Cenote was beautiful. Our daughter was married at the Cenote and had a fabulous reception on the Royal Elite Hotel roof that overlooks the ocean...stunning!

Stayed in January 2024

Only 2 of the restaurants did not require a reservation, and it was impossible to get a proper answer on were to book the reservations. We asked multiple times and different people, and always got a different answer on where to go for one. In the end, we didn't get to eat at very many different places. The gym was super small and didn't have a ton of different equipment. we paid for the penthouse suite, and were expecting a room for the kids, there was only a sun bed and a king size bed, we were a family of 3, so we made due, but it didn't fully meet our expectations

The beach and the pools were amazing. However, we didn't know about the club members only areas, so it was a little disappointing that we weren't able to utilize some of the areas considering what we paid for the trip, and they weren't labeled very well, so it was a bit of a guessing game until a security guard came up and told us to leave by simply pointing at our wrist bands.

Stayed in January 2024

The beach is rocky and so we couldn’t swim in the ocean which was the entire reason we picked a resort on the Coast. The food was terrible and we were ready to go home just so we didn’t have to eat it. The drinks were super watered down and tasted weird.

Great spot for kids. The waterpark was pretty great. The kids loved the pool and the various eco activities they offer. The kids also loved the various games in the sports bar.

Stayed in January 2024

understaffed, long cues to buffets, not possible to have a sit for evening shows if not 1h before reserving sits, no snack options between main meals, very hard to book any "extra" activities as you can book them only in the morning for the next day = long cues at 8:00 in the morning, terrible beach, rocky and very small

huge area, with plenty of nature , you can see many animals like monkeys, despite being big hotel you feel intimate within living area

Stayed in December 2023

Didn’t like the food reservation system, stressful & unrelaxing. Staff were rude when you tried to book meals or order things on the menu. Saying they weren’t on it the machine was broken. The cappuccino machine was broken for 4 out of our 5 days. Rooms not close together & my kids couldn’t be with us as they were out in the family section & we were in the adult section…the whole point of our trip, to be together!!! VERY disappointed

The kids loved the aqua park

Stayed in December 2023

I didn’t like the constant “would you like spa” like I had to avoid eye contact just hoping to not be asked. I was not a huge fan of the reservation system for dinners outside of the buffets. And the towel situation is awful!! Tokens for towels…. I’m not trying to steal towels I should not have to worry about if someone other than my party grabs the wrong one and leaves me short or make sure I have a time. To get a towel.

We went as a family with children and the variety of activities provided for kids and adults was nice!!!

Stayed in November 2023

The sit down restaurants were not the best. But, the buffet style restaurants made up for it, you could always find something great there!

The wildlife is amazing!!! 😍 The grounds are beautiful and well kept. The beach is a bit rocky but beautiful still. A lot of action and different things going on at all times. Fun place to stay!!

Stayed in November 2023

Did not enjoy the food. Very low quality. Not enough Fridays. The restaurants were usually only for elite members. Which it never told us when we booked we also could only go to the restaurants that you had to pre-book one time during your stay, and the gentleman at the desk was very rude about it.

The resort was beautiful love the animals and the staff

Stayed in November 2023

food was not good unfortunately the beach is full of rocks

the staff was very friendly, comfy bed, little coffee maker, mini bar, water in the room the jungle-y layout

Stayed in November 2023

You need Decent hairdryers. And USB plugs in the room. I have never been to a resort where USB plugs were not available. I had to use the TV to charge my phone only way it would charge with the TV on. It was hard to sleep with the TV on.

The food was great. Location okay. I loved the location of my room. Concierge Manuel was awesome.

Stayed in October 2023

I was a bit dissapointed about the buffet , there were some flies in the food which put me off to eat in the buffet .

I came back after 10 years to sandos , I like the place because is a family orientated .

Stayed in August 2023

Being very much in the jungle, it was very humid and there were unpleasant odours at times from the swamp. Buffet breakfast required queuing to get in. Check in and check out both laborious and no air con in the lobby. Parts of the site quite tired looking.

Spacious rooms, great air conditioning, Japanese restaurant excellent, concierge excellent, wonderful seeing all the animals.

Stayed in July 2023

great location everything was spaced out adequately beautiful scenery and wildlife

Stayed in March 2023

The staff was not particularly friendly or helpful and the restaurants were very average. While we appreciated the convenience the food wasn't worth it. We had some issues with our room (AC constantly stopping and the bathroom flooding, they were attended to a couple of times, but not fixed).

The resort was fine but not great. The kids enjoyed the pool and the waterpark and it was definitely convenient and the jungle setup was quite nice.

Stayed in April 2023

I didn't like the variety of food..every day was the same food..you only had bacon once and the second time was mostly beacon crumbs..really need to work on the food menue and flavor not really good..it would be good to switch the food menue

I like that you could come anytime of the day to eat..the location was good..

Stayed in April 2023

The food wasn’t the greatest, including the reservation only restaurants.

Stayed in May 2023