The following services are also available in the hotel:
- Doctor´s office
- Distress rates in case of COVID emergency
Property information
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Resort details
Hotel advisories
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization 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
3233 reviews
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Dec 19, 2024Fun for everyone!
Me and my family had a blast! Our family included senior adults, teenager, kids and even a baby, and there’s fun for everyone… you never get bored, whether you want to spend a quiet day or a day full of activities… Our stay was for 5nights and payed for Star Class (best choice!) the attention to details and the Butler service is awesome! Mafer and Juan were great with our family, super responsive and very considerate of our needs, always willing to help and assist with our dinner reservations (which were not easy due to our big group!) At the SoCal buffet, Felipe and Hugo were the best waiters EVER! They were very attentive and always one step ahead of our needs… At the Star Class pool, our waiter Vicente was awesome too! We loved the top service and attention to our family… The only complaint that I have is the low presence of security/lifeguard in the Family Pool area and the Lazy River (LR) … unfortunately while enjoying the LZ an extremely drunk couple starting throwing up while still inside the LR. We immediately got out and started looking everywhere for security or hotel staff, NO ONE was around at the moment (it was like 1:30pm). We reported the incident to the Flow Rider staff and they tried to get them out but unfortunately the Flow Rider guy was by himself and couldn’t leave his position to get them out. Then we reported it to Lorena who requested for help via radio, and after 30minutes the drunk people were still puking at the same spot … that’s a very long response time taking into consideration that the water gets contaminated and it’s a family area with senior adults and small kids around.
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Dec 19, 2024
Miguel and Damian were the stars of the show!!
We were there with another couple and could not have had a better time! The pools, the restaurants, the bars, the activities! Everything was amazing, but the real stars of the show were our butlers Miguel and Damian!! Even though the other couple had different butlers, they were more than happy to help organize activities and reservations for all four of us! We're all obsessed with them!! Can't wait to come back and will definitely ask for our butlers again!!!!
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Dec 18, 2024Moldy Rooms…Avoid this Resort
Our stay at this resort was a mixed experience, with some enjoyable moments overshadowed by significant issues. Arrival & Amenities: We arrived early, and the front desk kindly allowed us to use the amenities while waiting for our room. The Adult Scene pool and lazy river were stunning and relaxing. Nexus Tours provided seamless private transportation, which was a great start to the trip. Dining: The dining experience was inconsistent. The buffet was excellent on Day 1 but declined as the trip progressed. While we enjoyed the Braza Grill and Teppanyaki, other restaurants fell short. Guy Fieri’s Burger Joint served dry patties with untoasted buns, and La Cocina served cold food, which was disappointing for Mexican cuisine in Mexico. Sutra Indian was promising until we found white hairs in the dishes. Booking reservations was challenging unless done immediately upon check-in. Room Issues: The most significant issue was the condition of our room. Located in Building 15, Room 207 reeked of mold and mildew. The bathroom lacked ventilation, and the humidity caused visible damage to the decor. Walking through the hallways, the smell of mold was pervasive. When I brought this to the attention of the front desk, their response was dismissive, attributing it to the nearby mangroves. They offered a dehumidifier but refused a room change. This lack of concern for guest comfort was disappointing. Entertainment & Spa: The entertainment was excellent, with talented singers, a Michael Jackson impersonator, and a mariachi band. The spa services were also enjoyable, though the amenities were rushed due to time limits. Other Observations: The bar service was generally great, but the Baywatch Bar lacked energy and wouldn’t allow umbrellas to be opened due to wind conditions. Overall: While the resort offered some enjoyable moments, the pervasive mold issues, inconsistent dining experiences, and lack of proactive guest service left much to be desired. I wouldn’t recommend this resort to family or friends, as it failed to meet basic expectations for cleanliness and comfort. I hope the management addresses these issues to improve the guest experience in the future.
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Dec 18, 2024
Family trip
Since I arrived to the hotel I felt like home; the food is also very good, my favourite part was the buffet, the room was amazing, enough space and very clean. Kids club activities were awesome, my kids enjoyed all the time, the girls were so kind. Thank you to Rose, Cinthya, Wendy, Fatima, Itzel, Alis and Marey
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Dec 18, 2024Ten Days PHC
Nice Grounds ! Good staff: bartender Vladimir; Dulce- hostess ;Herman and Carlos waiters on Adult side and Andrew on entertainment team all very nice .We travel Mexico two months a year so that being said Food is pretty good for all inclusive hotel Some Cons are that the hotel has serious water problems turn on the taps and yellow water exits with strong sulpher smell for minute to clear. Entertainment at night is poor compared to other higher end resorts . Probably good for family but I wouldn't stay again, there are better places to visit in Mexico other than Cancun area.