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 Rating7659 reviews
Think twice before going
I am putting my experience to you to read, i booked last october, for 4 poeple two adult and two chiledren, then mywife didnt come with us due to work issue, I notify the hotel and got price adjustment but they charged me the original price and I overpaid $300, spoke with the reception and told me the central office will contact you, non contact me till I got the review email from them and I gave bad review tjen 2 days later got email telling me they apologized and attached form to fill for refund, I filled the form but no response, send multiple email and no response and total ignorance, I have the email of price adjustment and they do recognize their mistake but total ignorance is all what I got. This is going on for more that one month since I returned from my vacation. Now coming to hotel stay I arrived 11 am and had to wait with my two kids with our bags in lobby till 3 PM to check in, we arrived on the day of my daughter birthday and spoke with the staff there to order a birthday cake, I have been told its hard to get a cake ordered less than 24 hours then I ordered the day after, we booked in the french resturant and gess what, no cake was their and the resturant told me we didnt recieve any order and I had to tip the chef with $20 to bring misreble cake piece to save my kid from disappointment, no explanation being given by the hotel, no proper appology or compansation. The food varaties was bad Poor quality night activity No children activity at all The bathroom was bad with very weak water pressure in the shower In general very poor experience
The fitness instructors at this resort are absolutely amazing. To name a few, Isabella, Jack, Laura, and Bernice. These instructors are energetic, knowledgeable, and encouraging. Their English skills were perfect. Thank you so much all of you. You are incredible. Grateful!
Mediocre at best
We arrived at this resort with great expectations. We had requested adjoinging rooms or rooms next to each other, because we were traveling as a family group. After traveling all day, the check in took one hour. The kids were melting down in the lobby. We finally went to our room only to open the door and find other people already in the room. Shocking. Back down to the lobby. This time they put us in a building about 5 buildings away from our family. When I questioned the security and not wanting someone to walk in on us, they said to use the 'latch' on the door. There was no latch. Again, I spent a great deal of time literally arguing with the girl at the desk. The next day we wasted more time being moved to yet another room. (This was only a 7 day vacation). The new room was much better and close to our family. The food at the resort is ok, not great, not bad. The problem I had (and notified the resort many many times) is that I have severe food allergies (epi-pen). The buffets have one set of tongs of several dishes. The tongs all over are just passed around and the cross contamination is bad. (Just a warning to anyone with food allergies). I was very careful and did not feel like I ever got to have the food I wanted. The restaurants were better but again, just a disregard for the food allergies. We travel a lot and I've never had that total disregard. The rooms were nice and spacious, the beds and pillows good. The bathrooms are nice and spacious, could probably use a little tlc, but otherwise perfectly fine. We brought our own shampoo, soap etc, so can't comment on that. There are refillable water bottles in all rooms, and a water station in the hallway of the building. You only get 2 beer in your fridge per day, and 4 pop. This resort does not have much for the kids to do, so if you're going with kids, I highly suggest looking at the sister resorts next to this one - that's where all the kid stuff was. We rented the Bali beds by the pool daily and liked them. One of them had bats in it, that of course, pooped on the bed. We talked to many staff members and concierges and nothing was done. We could not use that bed. The next day we did see them cleaning and disinfecting them, and saw that the bats were gone. It just seems like there is no communication. The bali beds are $45 US per day and definitely worth it. The pools are nice, and the pool bars are nice. Friendly and quick with the drinks. The one park area with the swings and slides was excellent and we were happy to be able to go every night. There is free ice cream, cookies, coffee, beer etc. The kids loved the park area. All in all, this is a mediocre resort with poor communication. The worst of it being the room keys. Make sure you take your own lock for your door because you just never know who they're giving your key to. I did ask if they notified the people whose room we walked in to, and they did not. The sand at the beach is very nice, but going into the water is rocky and requires water shoes. We also found that there is a huge drop once you get past the rocks. Pros: the wildlife is very nice; flamingos, swans, peacocks, pigs, etc. This is not a resort I would return to.
Lots of fun
Activities are so much fun, there is always something to do. Staff is always fun and friendly. I particularly loved airgun shooting with Jireh. The food was amazing and the pools were always fun and there was almost always some activity going on. The beach was incredible clean, the waters were clear, and the waves were minimal.
First time in Mexico
For the first time vacationing in Mexico with the family, this hotel was fantastic. Food was great, beach was beautiful, and the staff was amazing, helpful, and very friendly. Daniel was a great entertainer!!