Location
Cancun; Hotel Zone, On 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
6473 reviews
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Nov 19, 2024Stay away absolutely terrible
Absolutely terrible. I wouldn’t recommend this hotel to my worst enemy. The cleanliness is non existent. It’s so rundown and outdated. The rooms are dark and dingy. The food, you can get better food in a prison. The wait for the restaurants are 2 hours or longer. The snack bar is only open certain hours. For all inclusive you should be able to get whatever you want whenever you want. And you can’t. I went to the ice cream place and asked for a spoonful so my daughter could take her medicine and they told me no it opens in 20 minutes and the ice cream is frozen. Well obviously it’s ice cream 🙄 I’ve stayed in Cancun before and nothing was ever this bad. We had to leave the resort every night to have dinner off property just so the kids ate. The water park being separate from the pools is a dumb idea especially since the only way to access it is to walk inside especially when you’re already wet from the pool. It’s such a stupid design. The main areas of the hotel meaning the lobby and restaurants are all open air concept and have NO air conditioning. It’s so hot and uncomfortable, forget about doing your hair makeup or dressing up. You’ll sweat like a pig the second you leave your room. You get hounded anytime you’re in the lobby to join a vacation membership and they don’t take no thank you for an answer. The restaurants don’t open until 6pm, yet the shows are at 7. So no eating before. The wait time for a table is around two hours. With no snack options in between. To go inside to the buffet you can’t be in bathing suit or cover up. So forget about eating if you’re poolside. The alcohol drinks are made with a syrup and bottom of the barrel alcohol. Spent days drinking and didn’t even catch a buzz. There’s nothing about this hotel that was good.
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Nov 17, 2024Seadust!!
This was my first out of the country. Overall, it was a good trip. Some set backs of the hot tub water being brown, cracks and holes in the wall, ac not properly working, some staff not friendly. The entertainment staff Andre and Benjamin were great! 😊 they did a lot with us and my family. Very personable and smiles. And the female manager whose name starts with a Y was on top of everything and even called my room to check in! Thank you for bringing a Smile to my boys faces.
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Nov 17, 2024
Vultures and Views
The hounding of concierge at check in to “show us a map” to then try and get us to attend a breakfast to “write a review” to actually try and sell me something gives ick vibes. Literally was in the building for 5 minutes, why would anyone want to buy into something they havnt experienced yet? I’m sure they find some poor, ignorant people who fall into the trap so they’ll never stop but hopefully they’ll stop the persistent behavior and leave their guests alone. Anytime we walked through the front entrance area near guest services we were approached by more vultures to get us to buy into luxury. To the point where we decided to not go that route to avoid them. No one seems on the same page with anything. The app that they had us scan at checkin that takes you to their website, shows when restaurants are open but when we walked down to eat, a restaurant was open that the app said was closed and vice versa. Also the app told us to contact #6055 to reserve a Bali bed (had to reserve these if you wanted any shade as they do not have umbrella service). We called. They said “no you need to go to guest services and talk to Linda” (yay…can’t wait to walk through guest services and be hounded by luxury…which we were…they told us we could get our Bali beds free “if you just go over there into that room”…no!) Anyway…got to Linda…she says no you need to go talk to Eduardo on the pool deck. We go to the pool deck and can’t find him so we talked to the guy at the towel table…he calls over Eduardo (turns out not the right Eduardo…so that took an additional 20 mins to get that all straightened out) The beach service and the ocean front king room are what made the experience for us. Everything else could use some work. Wait staff at the buffet…non existent. Saw a customer go and get the coffee carafe himself and pour himself coffee. Beach staff…perfection! Eduardo, Armando and Fernando made us feel like royalty…even though we had to pay additional to get that level of service, it was the highlight of our trip.
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Nov 15, 2024Great FAMILY resort
We loved the resort and had a great experience. Ignore the negative reviews. The only downside is that the lobby is hot & the elevators are hot and the room cools to 22 degrees and not colder. Compared to the 30 degrees the room was great to cool off and everything else was exactly what we would expect based on other all inclusive. Great food, good kids entertainment (not much adult entertainment but our 2 yo loved it)! They have a mini disco after the shows where the kids get to go on stage and dance - it was a highlight for her. Plenty of air conditioned spaces in the evenings, and who needs AC when your by the pool. Note: The baby club/kids club doesn’t really let you drop your kids off except from 3-545 which surprised us based on the info we got, and aren’t enthused to take the under 4 as there was only one worker and many older kids. This may be different at peak season. If you don’t have kids, I’ll mimic other reviews either don’t come or buy the infinity to have the adult only pool. Almost everyone had kids where meltdowns were common but it was great that nobody cared, kids get tired and hungry and can’t control their emotions. The staff were all amazing with kids!
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Nov 12, 2024
Great experience
This is a resort you will love. It has everything for all ages, from children to teenagers to adults. Food was great. Overall, the service was A+. We will definitely be coming back again next year. There's still more to explore at this resort. Thinking of celebrating my birthday here.