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 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 Rating16136 reviews
Upgrade to modern room or suite necessary
My family’s second stay here. Last year we had modern rooms and enjoyed ourselves so came back this year. Originally they had us in awful outdated rooms so we paid for upgrade to suites! Don’t miss out on the suites, the difference in your experience will be night and day!! Couldn’t believe they still had motel 8 quality rooms on this beautiful resort. Also, restaurants can be really difficult to get reservations for so book them as soon as possible. At first they told my sister none were available, yet when my mother came back to complain, suddenly something was “available.” I don’t like complaining to staff, but unfortunately that’s what it took to even get one reservation around here. Also when we went to the Indian restaurant (amazing btw), there were several open tables??? Outside of that, be aware that this is a very animal friendly hotel. If that’s not your vibe, don’t stay here. For us the animals were a selling point.
Wish I’d done more reseach!
For the price we paid it was definitely not worth the money. I had read previously that blocks 34/35 were not great so I was so disappointed that they’d put us in block 34. First impressions of the room were that despite overlooking so much greenery it was actually quite light in there. However, our first evening the music was super loud and meant we struggled to sleep until it had finished about 11pm. Also the new configuration of the room meant the light shines through the room all night from the light outside the room. My husband managed to block some out using towels but it wasn’t ideal. We could also hear all our neighbours clearly. Food - not great and the Resturant felt like a canteen and stank of bleach. Staff were so hit and miss but I suspect more attentive if you gave them a few dollars every meal. We did 3 gourmet meals whilst there, mikado at coba which was good, don pablo (finally some decent food )and gran tortuga which was ok. Drinks - the cocktails were so weak in the restaurant barely worth having. White, red and sparkling wines were passable. Cocktails by the pool were much better and actually tasted of alcohol. Shows - we went to the rock, magic and urban shows. All very good and would recommend seeing them if you are there. Housekeeping - excellent…came in every day and towels were plentiful. Gym - victor is fantastic but the gym needs updating and some new equipment in there. Spa - wow! The ladies in there are amazing. We had a hot stone and Mayan massage. Both were fantastic and the highlight of our stay. Very reasonably priced as well. On the whole I wish I’d researched more before booking this hotel. This is the first all inclusive where I actually lost weight!
This was one of the worst resorts I have stayed at. There for 7 days, and everyday got worse. Filthy is a understatement, rude and unprofessional is a high on thier list. From no outlets, to bug, dirt and dried snot on the headboards. Dirty mattresses, gap under the doors, bugs..geckos included at no extra charge. Animal crap all over, smoking and butts are a permanent fixture. Complained, and things got worse..ac stopped..phone weirdly stopped working..noone ever came to.fix or repair.. If needed anything had to walk all the way up to lobby..and hope that they would bring things. Toilet paper was left on a bench outside room, septic was out our door. Recycling buffet food..birds and rodents..including raccoons in the buffet..had to beg for a spoon everyday. Had to pay a environmental fee at check, for what because it was a fifth mess, with no care of cleanliness. I can go on and on. This place should be ashamed of themselves..
Holiday November 2023
I had a pleasure to stay at this hotel along with my family. Very big and well organized, staff is very Kind and helpful , especially the restaurant manager Pablo Peci, very professional and very kind for halp for restaurant reservations, outdoor site and tour advice!! One more person in the breakfast to highlight is Francesco, he was the best start of the day professional, fast and quick!! One more highlight is going to the kids club , well done to the ladies who took a very good care of our son and many more kids, always new and fun activities. We will came back when we are in Mexico.
Good for kids but wouldn't return
Me and my husband visited with a 23 month and a 6 month old baby. We loved the grounds, staff and kids pools but they closed the kids park for half of our stay which was such a shame for my son. Kids Club is great for kids and they're always doing lots of activities. We used the babysitting service on two occasions for 2 hours each time for my 2 year old as he was too young for the kids club but could attend with a parent or a baby sitter. He cried on the last day as he wanted to go in again! He was looked after by Maria who was lovely. The buffet food was always lukewarm and I had 2 cases of diareahha whilst there. My husband had it once. Then my husband and 2 year old caught hand foot and mouth a few days before we left. The al a cartes were hit and miss. If you got a good waiter and was there at a less busy time it was a more pleasant experience. We had to carry 2 push chairs up and down the steps to our room every time we went anywhere as there's no lifts and we had to change our ground floor room due to the ants and bugs getting in under the door. The upper floor didn't have as many intruders. The USB plug sockets didn't work and everything took ages to charge. We only watched a couple of shows but were shocked that the bar in the theatre is always closed. They don't come round with drinks orders either. The dolphin shows viewing area is covered by bushes so you have to stand and hold ure kids up over them for them to even see anything. We had high expectations for this hotel but after staying at the grand sirenis twice before, I will definitely be rebooking there over bahia. The kids loved the water parks and activities but due to the food we are really put off booking again. Such a shame as I don't like writing negative reviews.