Resort Details
- AumaEnjoy the finest beef, cooked to perfection by our highly skilled chef. Tantalizing side dishes include an assortment of vegetables, rice, and potatoes.
- Chiringuito CocomarThe freshest fish is cured in citrus juices and spiced with Mexican seasoning to create delicious ceviche. Choose your favorite seafood and fresh vegetable sides. Exclusive access for Enclave guests
- La LuceAuthentic Italian cuisine with all of the natural flavors of Italy. Enjoy your favorite cooked-to-order pasta in a warm, friendly, and inviting atmosphere.
- MaxalDine on traditional Mexican cuisine, enhanced by the regional flavors and spices that favor the land. Chicken, beef, or fish specialties are served alongside corn, tortillas, and rice.
- NorikuEnjoy the fresh and bright flavors of contemporary Asian cuisine. Our menu features signature sushi rolls, sashimi, and hand-crafted cocktails, wine, and beers.
- Sea Salt Pool BarWhether it’s beef, chicken, or vegetable you prefer, our Mexican fusion grill offers a delightful selection of tapas, ideal for sharing.
- Vela Sur & Vela NorteEnjoy international and Mexican cuisine for breakfast, lunch, and dinner at our extensive buffet.
- Air conditioning†
- Coffee/tea†
- Housekeeping - daily†
- Parking†
- Pool†
- Restaurant†
- Smoke-free property†
- Spa†
- Wireless internet connection in public areas†
† Fees may apply
- Fitness center on-site †
- Pool †NINE pool.
- Spa †
- Teen programs †Kids and teen clubs
† Fees may apply
Customer Ratings & Reviews
TripAdvisor Traveler Rating
1862 reviews
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Dec 26, 2025The kids club is amazing
The kids club is amazing! My 6 year old cried the last day because he was not coming back to the kc. The tachero are amazing.
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Dec 26, 2025
Great resort, greater staff!
Got it — same message, more straightforward and grounded: > We want to specifically recognize two staff members who made a real difference during our stay: Gustavo and Christian, who handle luggage and guest shuttles across the resort. Gustavo was calm, patient, and genuinely kind, and he helped us work through an issue at check-in when we really needed it. His willingness to listen and help took a stressful moment and turned it around for us. Christian was consistently friendly and approachable, took time to answer our questions, and gave us helpful tips about the resort. He also remembered us throughout our stay, always saying hello and checking in to see how things were going, which meant a lot. Experiences like this are why we’d come back. Gustavo and Christian stood out, and several members of the kitchen and restaurant staff also played a big role in making our stay enjoyable. The people here are what make the resort worth returning to.
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Dec 25, 2025Unprofessional conduct on Christmas Day
Everything was going well until a rude staff member from this resort ruined what was supposed to be an enjoyable Christmas dinner. Yes, it was Christmas, yet this staff member who claimed to be a supervisor showed absolutely no compassion or hospitality. Julio, a host at Noriku Restaurant, was extremely unprofessional. We had an 8:30 PM teppanyaki reservation, and I arrived only five minutes late, which is within the stated 10-minute grace period. I stood in front of the host stand without being acknowledged. I understand it was busy, but a simple “Hi, I’ll be with you in a moment” would have been courteous. Unfortunately, there was no greeting at all. When Julio finally addressed me, he said our table had already been given away. I explained that I had been there the entire time but was not acknowledged, yet he continued to insist that we no longer had a table. I asked to speak to a supervisor, and he arrogantly replied that he was the supervisor and still refused to accommodate us. I even offered to wait, but he remained firm and dismissive, which left me extremely upset. Thankfully, another staff member named Daniel stepped in. He was kind, professional, and handled the situation properly by seating us. I truly appreciate Daniel’s professionalism. What I don’t understand is why Julio refused to help when there was clearly plenty of available seating. The audacity of his attitude, his argumentative tone, and the fact that he never apologized at any point was unacceptable. Even when I passed by him later, he simply looked at me no apology, no acknowledgment. I have been a Hilton Diamond member for many years and a loyal Hilton guest. I have traveled extensively around the world and stayed at far more luxurious resorts, and I have never been treated this way. Because of this incident, I completely lost my appetite and could not enjoy our meal or the evening with my family. Thank you for ruining what should have been a memorable Christmas celebration. On another note, I fully understand that Christmas is a busy season. We had reservations at several restaurants during our stay and still waited 30–40 minutes to be seated. Did I complain? Absolutely not because I understand how busy the holidays are. However, being only five minutes late and still within the grace period, yet being told our table was given away, is completely unacceptable. Please look at the attached photo. The way Julio looked at me says everything about his attitude. Someone with this demeanor should not be working in hospitality.
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Dec 25, 2025Not a five star hotel
I spent 8 days over December 25’ and the experience was terrible. I can list 20 things that are really bad but will keep it short and sweet: -The hotel ran out of water one day from 8am to 10pm. Lot of miscommunication from the hotel, the toilet in the room dirty, the concierge offering me a bucket of water instead of sending someone to clean. -The food service is very poor. It’s slow, things take ages to arrive if they do, you ask the waiters and they tell you that it’s not their table. -it’s not easy to move around. It’s a big hotel with places everywhere. You need to take shuttles to move around. -organisation is bad. The last day My luggage was supposed to be picked 11:30 from my room, called 11:40 because no one came and they told me that everything is delayed due to the Christmas parade that the hotel organised . I had to walk with all the bags to the lobby to not lose the taxi to the airport. I can continue with many more things but it’s enough. It’s not a bad hotel but not a 5 stars, they also charge you like a top hotel that it’s not.
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Dec 24, 2025
Great
I had a great experience especially with bellboy Alberto he’s a great dude and really made a trip for me. The hotel was also very clean and the food was very good!!
- AdvisoryThe state of Quintana Roo will be charging a sanitation tax of a minimum $76 Mexican Pesos (approx. $5 USD), per room per night. This amount is not included in your vacation price and will be collected at your hotel. This fee is subject to change at any time without notice by the hotel.
- Check In: 3:00 PM
- Check Out: 12:00 PM
- General Policies:
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.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.