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 Rating4082 reviews
Average resort but still nice
We were in star class, so when we checked in there was a separate area for the star class members. It took us over an hour to get checked in because there are only three desk in the star class area. It seems that each check it was taking 30 to 45 minutes long. Others in my group they were not not start class we able to check in a lot quicker than we were supposedly at the star class area. Now with star class there was supposed to be a lot of parks. One of them was a personalize butler to help you with a lot of things around the resort. On the first day we got there we met some of the others they were in our group and they were telling us all about the things that they were getting, but we were not getting from our particular Butler. There were supposed to be bottles of alcohol in the room and star class but throughout our entire trip, we were never able to get our bottles from my butler because he was not around half the time. Also, there were a lot of other star class amenities that we were supposed to receive that we never received so it was a waste of extra money for something that we did not get to take advantage of. Now onto the food. My issue with the food is that it was not hot. At any of the restaurants. We went to everything we were served was warm. If not cold. Hibachi restaurant was pretty good. The steakhouse was pretty good. Also the Mexican restaurant was pretty good to us the most or the best place to eat was the buffet because we got a wide variety of food and the pasta, seafood and rice bar were excellent to us. Also since we were a group of 10 when we went to a lot of the restaurant we had to eat from a Family style menu instead of being able to order individually, which was not at an advantage to us. I must say that the staff was very nice throughout our stay and they were very accommodating.
Amazing holiday, amazing staff and amazing hotel !!!
Amazing honeymoon for me and my family, from being applauded upon arrival makes you feel like a celebrity, the staff couldn’t help you enough anything you want or need they will help you the best they can, Eduardo at guest services went above and beyond for us and he is a pleasure to the hotel !! All the waiters are always there to help I can’t remember their names but they are all amazing !! The entertainment is amazing (macer), (dany), (Ciro) and (ital) great job , always something to watch especially with us having a 6 year old the kids club and the girls do a great job Thankyou Alo (batgirl) and Benji (antman) for everything you do We will definitely be returning ! Such an amazing place
Excellent resort! My partner and I had a splendid time together, the attention in every corner of the resort was magnificent. We went to the gym and the coach Andres was splendid with us, his customer service, attention and his classes are really cool and fun, I felt that my exercise worked with his instructions. Lovely resort! Definitely will visit again.
Great time, not sure if I would go back
I am writing a review because I read so many before I went. There were about 40 of us there for a wedding, we were all adult scene and star class. I traveled alone, I arrived at the hotel around 130PM, check in was quick but my room wasn't ready. They said 3PM. A bunch of us were just having some drinks while we waited. My friends room ended up being ready first at 3:30 so I went up there. Our butler took us to our room, her key didn't not work in her room, then they texted me that my room was ready but my key also didn't work so we had to go back down to the lobby to get that situated so checking in was a little bit of a process. The entire staff were super friendly and very helpful. We were in building 11. The room didn't smell bad but you could definately feel the moisture so i asked for a dehumidifier and they brought it right up. I did have to empty it twice a day. Rooms were nice, bed was comfy. No complaints at all about the room. Because we were there for a wedding we had events planned so didn't get to try even half of the restaurants. The Buffet was really great, we had dinner there once and breakfast there twice. Braza breakfast was also good. Guys Burgers were TERRIBLE, the burger was just chewy and grissly. You usually can never go wrong with Hibachi but I would say it was just ok, rice and veggies undercooked, steak kinda fatty and fried ice cream was terrible. They were also rushing to turn the tables. We tried the steakhouse for dinner one night, had a reservation for 8PM, we were seated right away but sat at our table for 2 hours before food showed up and it was not great. Went to catch for lunch the day of the wedding, this was another long wait for food, one of the apps was a spring roll and it was frozen when I bit into it. One of our family members had to leave before his food came. Food was great once it showed up 90 mins later. The only negative I would say was the food was hit or miss.
Won’t be returning due to unruly USA students.
We stayed for 10 nights the last week of May. -Positive’s The swim up rooms and hotel in general were amazing. Oscar at the family pool deserves every credit as his service was 1st class and he is a credit to the resort The food was really good and we as a family always found something good to eat. - negatives The large groups of usa students that were getting hammered from the morning really ruined it for us. They were in large groups and they had no consideration for other people. You could not get served at the bar due to the amount of them. They trashed the swim up rooms including ours on numerous occasions in the middle of the night. I would expect this in Benidorm or Magaluf not a 5 star resort . We hardly slept in our 10 nights due to them fighting, vomiting and arguing until the early hours. It’s such a shame because the staff, food and resort are 1st class but this type of clientele really ruined it for us. I will be looking to book elsewhere in cancun in the future.