Location
Riviera Maya - BeachProperty information
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Resort details
Hotel advisories
General policies & fine print
Check-in Policy:
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer ratings & reviews
TripAdvisor traveler rating
7268 reviews
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Nov 21, 2024Very unorganized
We got to the hotel and our sheets were dirty with huge stains. they should have never been put on the bed. We were never told about having to reserve dinner or how to do it. Had to eat at the buffets. They did not tell us either that there was an app that will take you places in the hotel system. Also we were not told that over half the hotel is blocked off and under construction when booking or before stay ect, so a lot of amenities where unavailable to use.
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Nov 20, 2024Memorable family holiday with my parents, sister and families
The kids club was INCREDIBLE!! Emma, Lore, Brian, Karen, Gaby and Jessi all went over and above for us!! We have a 1 year old and 4 year old and always enjoyed their time with the gang! The resort was also amazing - very clean, massive and awesome facilities!
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Nov 19, 2024Bucek Wedding
Staff was amazing, spoke fluent english and were very helpful, and friendly. We found the resort was under construction when we arrived, and were not aware of that when we booked, so that was quite disappointing, however the staff made up for it. We had an amazing time, felt like we were the only ones at the resort. Thank-you for the amazing service! We will be back!!
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Nov 17, 2024
Bait and switch
It makes me sad such a beautiful property is so sub par. This is NOT ALL INCLUSIVE. You get drinks, towels and 3 meh buffets and that’s it. The other 5 restaurants on their app is about $40 a person. What’s worse is the staff lies to you about it! We were told by multiple staff on opposite sides of the property one restaurant it was “$8”. I confirmed in Spanish (not a language issue), but that’s not what happens when you get there. Many others guests had the same issue. There is 1 mile of beautiful beach on their site that you can only swim about 100ft of, unless you have a rented paddle board or kayak then you’re fine to swim and walk around (not a safety issue) otherwise the lifeguard will whistle. Staff walks the beach to offer you up charges for excursions but can’t/won’t bring you a drink or towel. You have to go literally to the property next door (1/2 mile). When anything is broken you have to call multiple times. This is not an understaffed issue. You’ll see dirty dishes next to rooms for hours and staff will walk by. You’ll see staff flirting at the bar for 45 min and never check on you (the table next to us had to go get them and had the same issue). The major pool is closed (and will be for at least a year) but want access to the adult sister property, it’s an up charge. Bait and switch at every turn! Skip this place, you’ll come back more stressed than you left!
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Nov 17, 2024
Junior Club
I cannot rave enough about Benjamin Montse at the Junior Club! He made our kids experience unforgettable. He went out of his way to make sure our kids had fun and also found our daughter’s beloved elephant that we were desperately trying to find! Thank you, Benjamin!!!