The Reserve concept will include:
•Exclusive VIP check in lounges
•Personalized concierge service
•Assistance with priority reservations for activities and restaurants
•Exclusive pool with valet service
•Exclusive beach club with valet service
•Exclusive restaurant options
•Oversized suites with luxury amenities designed for both adults and kids
•Customized turn-down service
•Exclusive activities including Glamping BBQ’s
•Exclusive areas for adults only (VIP lounge, pool or beach club, restaurant option)
• Bali beds (upon reservation)
• Luxurious bath amenities by Lande
• Minibar and Nespresso coffee system
• 24 hours Room Service
Located in the privileged and peaceful hotel zone and bathed by the sparkling Caribbean Sea, this iconic hotel has a pyramid-style shape with glass ceilings. The originality of its leafy interiors full of plants are an invitation to disconnect and enjoy the peace.
The hotel offers an all-inclusive service so all you have to think about is having a great time. Stroll along the Caribbean beaches, enjoy suites with the finest views, 10 restaurants serving the highest quality cuisine, work out in the gym or relax in the YHI Spa. This is the place for the most unique and immersive vacations in Cancun.
Location
Cancun - BeachProperty information
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Resort details
Hotel advisories
General policies & fine print
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 fee are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
***Important information for our guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Customer ratings & reviews
TripAdvisor traveler rating
20514 reviews
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Dec 22, 2024Great customer service!
Friendly and caring staff went above and beyond to make sure we had options for each meal that fit within our dietary needs! Being gluten free and no pork, it would sometimes difficult to eat at a buffet, but the team here made special preparations for us. I can’t say enough great things about Eduardo and Edier the managers at Malva, chef Lizabeth, and servers Martin, Gerardo, Ignacio, Ramiro and Michell. They are so thoughtful and provide excellent service!
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Dec 22, 2024
Excellent service
Martin was fantastic. Such a fantastic genuine host. He served us for coffee and in the buffet for breakfast and every time he had a big smile on his face and made us feel welcome. On our last day he made us mimosas and made us feel really special. Thank you martin for a fabulous time and excellent customer service
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Dec 21, 2024Worst stay at all inclusive resort
Our stay at this resort was a huge disappointment, and it should be rated as a 3-star hotel at best, not the “premium” destination it claims to be. Upon arrival, we were told to wait hours to check in. Despite having a scheduled 3 pm check-in time, we didn’t get our room until 11 pm. The excuse was that rooms needed cleaning, but it’s hard to believe a resort of this size has no rooms ready for guests, especially when check-in is a standard time. The entire process was disorganized and unprofessional. The room itself was filthy and outdated. The furniture was worn out and broken, and the bathroom was barely functional. The sink batley has any water let alone hot water, and the showerhead was on the verge of falling off. To make matters worse, we found ants inside the room, which added to the already unpleasant environment. Cleanliness was a major issue throughout the resort, and it was hard to relax knowing the place was so neglected. The staff had an attitude, and the customer service was non-existent. After my wife wrote a review, we were promised by management that they would “make things right,” but when we spoke to customer relations, no action was taken. They offered empty reassurances but didn’t follow through on any solutions. Expect to waste an hour every day just to make dinner reservations. Even when we were first in line on one day, we were denied our preferred restaurant because others had already booked. Only when we asked did they explain that reservations could be made for multiple days in advance—something they should’ve communicated clearly. The food was bland, and the main buffet restaurant, Malva, was dirty, with long lines to get in. The overall dining experience was disappointing, and the options were limited. Despite being an “all-inclusive” resort, basic services were sorely lacking. No beach services were offered, not even something as simple as access to cold and clean water. There were no lifeguards at the pool or beach, and finding a sunbed was nearly impossible. When we asked, we were told to rent a cabana for $250 a day or just put our towel on the ground. We traveled with a newborn and requested a kettle to prepare bottles. Instead, they brought us dirty water in a thermos, which was completely unacceptable. Overall, this resort is outdated, poorly managed, and provides subpar service. It doesn’t live up to its claims and definitely isn’t worth the price. Save your money and book elsewhere.
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Dec 21, 2024
1/5 Stars – If You Like Loud Music, Long Lines, and Mystery Meal, This Place Is Perfect
Where do I even begin? We booked this trip with high hopes and an even higher bill, expecting a 5-star paradise. What we got was a 1-star comedy of errors that would’ve been funny if we weren’t the ones paying for it. *The Room: A Moldy Disco Party We paid extra for an "ocean view exclusive room"—what a joke. The view was more "loudspeaker central" than "tranquil ocean." Every morning, we were blasted awake by loud music from the activity site below. Want to rest at night? Too bad! The in-house entertainment echoed right into our room until late. And let’s not forget the delightful aroma of mold. I half-expected a mushroom farm to pop up in the corner. *The Food - A Culinary Tragedy: 1. Reservations – Chaos with a Side of Queue: Want to eat at one of the “exclusive” restaurants? Be ready to queue up like you’re trying to buy concert tickets in 1995. There’s no online system—just a sweaty, long line between 10 AM and 4 PM. By the time you get to the front, your patience has already left the building. We tried five restaurants, but each one was a bigger disappointment than the last. Eventually, we gave up and settled for the chaotic walk-in buffet. 2. Dietary Restrictions – Danger Zone: This hotel is a complete nightmare for anyone with allergies, dietary preferences, or religious restrictions. The buffet and food stations lacked clear labeling, so every meal felt like a game of Russian roulette. Are you Muslim, Jewish, vegetarian, vegan, pescatarian, or just someone with a peanut allergy? Too bad! For example: - At the taco station, beef, chicken, and pork were cooked *on the same grill, * with zero separation. Cross-contamination was the special of the day. - There were no clear ingredient lists for dishes. Someone with a nut allergy would have no idea if they were about to eat something dangerous. - If you're vegetarian or vegan, your options are limited to wilted lettuce or overly sweet fruit. If you're a foodie like me, listen to this: I ordered Chilean Basa with risotto. What arrived was a mystery fish and something resembling risotto but made with wheat. Wheat! 3. Quality – When Basic Goes Bad: Even basic food was a disaster. Pizza—usually the safest option—was naan bread with cheap, rubbery cheese. Burgers tasted like soggy cardboard, and chicken wings were drowned in a pool of overly sweet sauce. My pizza-loving kid couldn’t eat a slice—twice! Tacos, in a Mexican hotel!, were a mess, and even the salad bar somehow managed to feel depressing. 4. Walk-In Buffet – The Hunger Games: With a hotel that boasts a 5,000+ guest capacity, there’s *one* buffet for walk-ins. The wait for a table was 15-20 minutes minimum, and once inside, it was crowded and understaffed. To make things worse, food labels were gathered behind the dishes, leaving you guessing what you were eating—and whether it would kill you. * Entertainment - A Masterclass in Boredom: We chose this hotel expecting endless activities for our family, especially our 11-year-old son. What we got instead: - Activities that were poorly planned and started late (if at all). - No variety—one dull activity at a time. - Zero announcements for changes/canceled activities, leaving us waiting aimlessly. - Rainy days were especially bleak. With no indoor activities for adults, we were left sitting in our damp, noisy room, wondering what on earth we paid for. - Nighttime shows? Imagine cramming 5,000+ guests into a 30-seat venue to watch a 1-hour show that felt like a middle school talent recital. If you didn’t feel like standing in a crowd, your only option was to sit outside in the dark, waiting for the noise to end. * Pool & Beach - A Game of Musical Chairs: The pool area was overcrowded and unclean. Unless you woke up at 7 AM to claim a chair, you will have hard time. The pool itself wasn’t much better—my son refused to swim after seeing floating debris in the water. Thankfully, Cancun beach was turquoise clean, peaceful, and free. * Staff - Trying Their Best but Overwhelmed: The staff was kind and polite, but it was obvious they were severely understaffed. They couldn’t keep up with the demands of thousands of guests, so service was slow and inconsistent. * Final Thoughts: This hotel doesn’t deserve its 5-star rating or the outrageous prices it charges. It’s a logistical mess with terrible food, poor entertainment, and a complete lack of consideration for guests with dietary needs or restrictions. If you enjoy long lines, loud music, and mediocre food, this is the place for you. For everyone else: save your money, your sanity, and your stomach.
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Dec 21, 2024
I’ll be back!
There is a reason I’ve been here 4-5 times. The resort is flawless, but the service/ people make the experience perfection. Ensure you go for the reserve section (adults only with butler service). Breakfast and lunch were exceptional with amazing service by the entire crew (miguel, Yamil and many more). The cabana and pool experience with incredible views and luxury cabanas / accommodations (victor/Cesar/ Carlos). Lalo, our butler made our short trip worthwhile. I’ll see you again friends!