LocationPlaya del Carmen - Beach
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 Rating16551 reviews
Disappointed in resort
We would not go back to this resort because there is no beach and also around the pools there are no chairs. People save the chairs all day and don’t show up to use the. If you want to sit around the main pool we had to sit at a picnic table every day & at the other pool there was a snack bar to sit at but not around the pool. We didn’t pay to go to this resort to sit at a snack bar all day. Very disappointed
Wouldn't go back....
Ok....I had read some recent reviews before we checked in and I was put off, but going to give them benefit of the doubt. The bad reviews were accurate. We were in building 7 and our room was full of sewer gas. It was so bad, we couldn't be in there for more than 5 minutes before our eyes were watering and our heads were pounding. I went to front desk and they said they could change our room the NEXT day. I went back to room to tell my husband and he agreed that we could NOT stay in there. We packed up our stuff and went to desk again, we had to threaten to sleep in the lobby before they would change our room. Second room was better, it was a different building. But next to an elevator that had a high pitched squeal every time it was in use. The resort is quite run down. Tarps on many roofs. Outdated. Spa is totally under construction. There is no way they should claim to be a five star hotel. Restaurants were mediocre. They didn't tell us at check in how to book. Thankfully another tourist told us about an app. This is a MASSIVE resort, and they have pool chairs for maybe 10% of guests. 4:30 in the morning you had to go out to "save" a chair. Ridiculous. We saw one waitress at the big pool and she only came by to really pick up glasses. Line ups for drinks were VERY long. No service at the smaller pool, just small pool bar. Many places throughout the resort smell horrendous. I don't know if it is sewage or the seaweed or what, but it is RANK in some places. The beach was horrible the first two days, but walk five minutes either way from the beach and you find much nicer beaches, with much clearer water. We did have a calm day where it wasn't too bad out front. But these poor staff are out there with wheelbarrows and pitchforks trying to clean seaweed, while the resorts to either side were using big tractors. The staff just couldn't keep up with it. Some days there were lots of carts to catch a ride (again, resort is huge) and then other days you wouldn't see any or if you did they were always full. The bathrooms in the buffets and pool area also smell horrific. They have incense burning in the bathrooms to try to cover it, but it honestly just makes it worse. We did get it for a pretty good price, but considering it was listed as a five star on their site and four star on our booking site, I was expecting a lot more. Do NOT stay in building seven. If they give you a room in 7 at check in, immediately request a different building!
A Very Honest Review from Feb 2024
Definitely not a 5 star resort but also not terrible. Pros The food was incredible especially at the a la cartes. Buffets were a great selection and food was fantastic. Loved being able to book dinners from the app. The staff were amazing and would go out of their way to ensure you had a great time. The entertainment staff were incredible and the activities were amazing and so much fun. They try to get everyone involved and do a great job. The drinks were top notch. Fantastic frozen and mixed drinks at all bars. The grounds are well kept and very pretty for walking around. The beach was very nice and well groomed. Calm clear water and warm. The kids club was absolutely FANTASTIC. Our son (age 4) enjoyed it so much he begged every morning to go back. They take such great care of the kids and they have a blast. Thank you to Laura and Pamela especially for making our sons trip memorable. Cons This is a “party resort”. It is not a family resort at all. For example the disco goes from 12am to 5am. There are drunk teenagers all over the resort passed out in the bushes etc. we stayed in building 6 which was very close to the black and white bar/disco and you could not sleep due to the loud music and parting all night long. The rooms had mold all over them and came with the musty smell of mold. There are enough lounge chairs for maybe 25% of the guests staying at the resort at the pools and beaches. If you do not have chairs reserved by 6am you will not have chairs to sit in for the day. It was sad seeing so many people sit in cement etc and not being able to relax by the pool. There are strong sewage smells throughout the resort. As you arrive at the main lobby you will be greeted by a sting sewage smell. There are also quite a few other areas with a strong sewage odour. The resort is HUGE and approximately a 10 minute walk between the beach and pools/restaurants. They do have golf carts but trying to find one is pretty impossible as they are always full. 14,000+ steps daily is easily achieved at this resort walking to where you need to get to. Not ideal for those with walking issues or older couples for sure. There is no where to get a coffee asides from the black & white bar (party central). And to be honest the coffee/capuccino/espresso was by far the worst tasting drinks we have ever experienced at a resort before. The lobby does not have any nice seating areas like most resorts. Truly the only seating area in the evening is the black and white bar and it’s overcrowded and so loud you cannot hear yourself think. Would definitely not return to this resort but all in all it wasn’t a terrible week. We enjoyed our time and made the most of it.
Not enough lounge chair
Just got back from 2 weeks there, be prepared for alot of walking, very spread out and if you want a lounge chair either on the beach or pool there are not enough chairs alot are broken also. Had to get up at 6 am every day to get a chair. Staff are amazing. Beach in front is ok, water is full of sargasas and water is brown, no carribean blue, if you walk around the corner towards play del carmen there is a beautiful beach and blue water it is in front of another resort, but beach is public in all of mexico. We were there feb 9 to 23.
What a terrible Smell!
There is no possible way this can be a 5 star resort. The sewage smell all over the resort is atrocious! The buildings themselves are run down to say the least. Tarps to cover the roofs and major water stains/leaks all over the ceilings. Tiles missing everywhere you look. To be more specific, our first room smelled so bad of sewer that we asked to be moved. The patio door wouldn’t lock due to having no handle/mechanism. Chipped furniture and flooring. The bathroom wasn’t any better. We were moved to another room that was in the same condition but the terrible smell wasn’t as strong. One of the ceiling fan blades flew off and their solution was to take an additional blade off so that it was running with 2 blades. Maintenance didn’t even bother putting all the other parts back on. There’s just so much wrong at this resort. This property has seen its better days. The food was typical of a low end buffet. There’s no way we would go back to what our group has dubbed The POOBAY resort.