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TripAdvisor Traveler Rating5271 reviews
Guaranteed is not…
Despite in hand guaranteed in writing ocean front booking,upon arrival rhey said I booked an ocean view room and no ocean front room was available…shortly thereafter we discovered the entire hotel was booked by a corporation,honoring its employees…that corporation covered its employees room,board,booze,entertainment and they were reasonably well behaved but it made It difficult for the very few ordinary guests..I am bonvoy gold and that made no difference. Clearly I lost my room to the corporate host…the manager refused to tell me what is meant by”guaranteed”..
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We traveled to Cancun in December 2022. I have stayed in hundreds of hotels. Cleanliness: 1. Trash on the floor in our room when we arrived. 2. Food scraps on the balcony. 3. One bed looked like it had been slept in. 4. Shower had pink and yellow stains. Possibly mold. 5. Water glass in bathroom had toothpaste residue in it. 6. Nail clippings on floor 7. Beach towels were old, discolored and stained. 8. This was my fifth trip to Cancun and by far the dirtiest of hotels. Service: 1. The front desk was horrible. We booked two rooms with ocean views. We did not get what we paid for and they acknowledged the fact, but since we booked through Expedia, they said there was nothing they could do. They later recanted their story and said that we had an ocean view. On their website they list a resort view, a partial ocean view and an ocean view. We definitely got two resort view rooms. We are out over $500 and nothing from the hotel. 2. No complimentary bottled water in one room (The room I think was never cleaned from the previous guest). I tipped the person that showed us our rooms and asked if we could get some bottled water. I saw him downstairs later. He completely forgot. I went a purchased a case later that day. Room cleaning and restocking very minimal. I had to hunt down the cleaning cart for fresh towels. 3. Beach service is a joke and watch out for the extra charges. I wanted to pay with cash, but they insisted charging to the room. What a surprise at the end of our trip when we received our bill with extra charges. 4. Remember the room that I mentioned that wasn’t really clean checked in. It was also missing food from the minibar, I mentioned this to the front desk on the first day. They said “no charges to the room”. I asked the second day. They said “no minibar charges to the room”. When we checked out, you guessed it, surprise minibar charges to the room. I had these removed. I didn’t have the fight left in me to battle for the extra beach service charges. 5. I will say that they fixed the broken A/C in the room and the broken outlet by the next day. Multiple power outlets in our rooms did not work. Value: 1. We did not receive the two ocean view rooms we requested. Don’t book an ocean view room and you won’t be disappointed. 2. Extremely small balconies. 3. Beach shoreline is very rocky. Be careful. 4. Many broken beach lounges. 5. You have to pay resort fees. I am still wondering what for, since there were not enough loungers for the guests and the towels were disgusting. 6. They were renovating the conference center so you could smell the paint and paint thinners. They were also renovating outside on the beach. 7. Everything seemed overpriced. Which is to be expected for that area, but we did not expect the insane price gouging from the hotel. Go somewhere else. Avoid this one and have a happy vacation with cash still left in your wallet.
Truly good choice for stay in Cancun
Amazing Hotel, great pool and beach is clear. Close to the airport and only 10 minutes drive to senor frogs area : bars, or 23 minutes to downtown. Breakfast is great too. Excellent choice to stay, try the brunch on the beach. Great for kids too, or for adults
Terrible customer service from the front desk. Dirty A/C filters. Very old fashioned furniture. Moldy smell in the room. Balcony door doesn’t have net so all the flies entered the room. Our bedside light didn’t work properly and we reported several times. It’s not fixed and nobody followed up. Nobody apologized when we reported. Too many restaurants but no good food. Staff don’t interact unless it’s necessary. The only positive side is the service in the pool area. It doesn’t worth the money you pay. I requested late check out at 2 pm which is a benefit for Marriott elite members. Front desk didn’t provide and didn’t offer any alternative. This hotel nowhere to be Marriott. Such a shame. We stayed at the intercontinental Cancún 2 times and both times we were very happy. Better food, better service, better rooms etc.
Great pools, nice facilities and right on the water. What more does anyone need!
My wife and I were there 2.5 years ago during the pandemic. It was great then and still great now. Admittedly we were there just for fun and sun rather than as explorers or hikers. It was shocking how many many staff members remembered us and even greeted us by name. Being Titanium helps of course to secure a nice suite with balconies facing the ocean. Breakfast waiters were consistently friendly. Lifeguards are the best! I usually find something to criticize but everything was just like a well oiled bicycle. Maybe I’d like it if the daily “resort fee” was removed, but ALL the hotels on the beach charge a resort fee I believe. As we are retired and travel more than half the year, we’ll return yet again. It’s like a second home! Keep up the good work!