"Overall a great experience with very hospitable staff, plenty of amenities, and a big enough resort that it never felt super crowded. Very family friendly. The children in general were better behaved than any of the drunk adults, which thankfully this resort is not full of.
Our daughter has celiac and a severe nut allergy. The staff were excellent at accommodating and went out of their way to make sure she felt included and even more.
Special shout outs to the following;
Itzel, Eduardo (pool waiter) ,
Nancy ( buffet reception),
Ximena, (buffet)
Alexis, ( Chef)
Didier (pool bar)
Amazing each and every one of you.
Checking in and out was easy. Getting around the resort was effortless with all the carts zooming around.
One thing I've seen people complain about are the more pushy salespeople that want you to go to their presentation in order to receive a gift of some kind. We just flat out refused and enjoyed the rest of our day. Really it was no different than almost any hotel in Vegas for instance. If you have 90 minutes to kill and want to go through a hard sell routine you can get their gifts. We just opted out. Not a big deal.
The rest of the staff were very courteous and amazingly helpful.
There was a decent selection of food, maybe not ultra fancy but serviceable and fresh. I think with any resort this size they work towards the common denominator. I would have preferred more actual authentic Mexican cuisine for example, but I did definitely not go hungry. Always easy to get seating.
While we didn't go ourselves, there are many activities for a variety of ages there.
Would come back again, thank you again to the wonderful staff. Muchísimas gracias"

Deranged (Artisticallyderanged)

"I genuinely do not understand how this hotel has so many high ratings. My only conclusion is that the hotel is compensating people for artificial reviews or many reviewers must be very inexperienced travelers. This continues to be added to as our stay rolls on:

I’m writing this at 3:00am ON A SATURDAY MORNING because the power is out due to “scheduled maintenance.” That means no AC, and my 2- and 4-year-old can’t sleep. Who on earth thinks it’s acceptable to do routine maintenance on the power system in the middle of the night ON A SATURDAY when every guest is in their room relying on air conditioning? The front desk’s only response has been a robotic “do not worry sir.” I am worried — my kids are awake, miserable, and this is an expensive family trip.

The AC situation has been a mess all week. In 4 out of the 5 rooms our family has, the AC controls don’t work at all. The temperature is locked at 19°C, blasting nonstop. We’re sleeping in sweatpants and sweatshirts in a tropical destination. Maintenance came and did absolutely nothing.

Food was another disappointment. We were charged an extra $30 per person — including children — just to eat at a walk-in restaurant at another hotel on the property. That was $300 extra for mediocre food. Some dishes were so overly buttery they were borderline inedible. It honestly felt like low-end cruise ship food, not what you expect at these prices.

Half my family ate at the Mexican restaurant last night and all had diarrhea, including the kids. No bueno. The buffet is by far the best food, which is good, followed by Under the Sea, also good.

The room service is paltry though and they can’t even get a cheeseburger right. At least give me a full piece of cheese, much less melt it on the burger. See picture.

The bathroom smells like lighter fluid because the towels all smell like lighter fluid. No joke. I can’t make this stuff up.

Service feels more like a sales funnel than hospitality. I asked the concierge about activities and immediately got a timeshare-style sales pitch in exchange for a “gift” or resort credit. Later, I asked the receptionist for directions and got the same pitch again. It’s exhausting and inappropriate.

The pools? Not heated. It’s December. They’re too cold to use for extended periods and the kid’s teeth are chattering — the ocean is warmer.

To top it off, there are small flies coming out of the sink in our room. We were offered fumigation and told it’s “natural.” Given everything else, trust is already gone, so we declined.

Positives (because fairness matters):
- Bernardo our house-keeper, this guy is amazing and so kind, his towel figures / designs are next level
• The grounds are well kept
• Rooms and common areas are very clean

Bottom line:
While there are a few positives, this hotel falls short on too many fronts — comfort, service, food, and basic decision-making. It’s overpriced for what you get, and the overall experience feels thoughtless. I would not stay here again and would not recommend it to families."

Stefan Bozik

"We had an amazing time here and we will definitely come back. The resort is huge and there’s so much to do. There’s a lot of restaurants and we didn’t even get the chance to try all of them. The pools and the beach are great. The service is amazing. We also tip very well that’s why I feel like the workers definitely went above and beyond for us. We are already talking about coming back and bringing our family and friends with us."

Maria Johnson