Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
12091 reviews
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Mar 29, 20252025
At first there were some problems with our room but our concierge, Yenny, quickly fixed everything. Yenny was helpful and made dinner reservations for us as well. The food was average, pools were nice, drinks were plentiful. We were here 2 years ago and overall the resort/food seemed a little better then.
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Mar 28, 2025Senior trip and we had a blast
Our trip started with us upgrading to diamond club and Ramon was the best butler possible. He took care of all of our needs, met with us daily to make sure we had what we needed. I highly recommend diamond club and ask for Ramon he was the best. Our rooms were clean, resort was beautiful and the staff was super friendly
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Mar 28, 2025
Spring break
Eduardo was the best butler! He went above and beyond to help get reservations and make our stay more enjoyable. He even helped return some shoes that we left. He made the trip! The check in was a little painful but the diamond club is the way to go. The zen restaurant and the grazie restaurant are the best.
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Mar 28, 2025Good Hotel but poor service ...
Probably one of my baddest experience in an hotel... First : We send mail to the reception 1 month before arriving and we never get any response ... Same I send a mail with all what was happening during my stay, 2 weeks later still no answer :( The story : We were in diamond club. Shower: After a 10-hour flight, we wanted to take a shower and the shower head was leaking everywhere. A disastrous first night: My wife and I had a disastrous night due to a deformed mattress and a noise every time we moved. After that night, I called the butler, who took care of both the shower and the bed, which turned out to be completely broken: missing screws, missing legs, etc. This episode has already wasted our time. Anyway, let's hope the worst is behind us. Italian Restaurant: We had reserved a table for 4 at the Italian restaurant for 8:30 pm. We arrived at 8:25 pm. We had to wait until 8:50 pm before being seated. Our order wasn't taken until 20 minutes later, which was already 9:10 pm. At 9:35 pm (1 hour and 10 minutes after our arrival and 25 minutes after ordering), the waiter told us that what we had ordered was no longer available... How is this possible???? FlowRider: On Monday morning, like every other day, my sons decided to go to FlowRider (which is included for Diamond Club customers see pictures) The lifeguards said the machine was broken... Not believing them (they don't let three people supervise a broken ride), I was told to see my butler, who, after talking with the lifeguards, explained that it was management who said the Diamond Club no longer had access to the FlowRider. Anyway, I spoke with our butler, who couldn't do anything and took me to reception. After about twenty minutes of waiting, the receptionist called me. The manager on the phone allowed my children to ride the FlowRider again. But given how long it all took, it wasn't possible to do it on Monday... The next morning, I took the children to the FlowRider, and once again they weren't allowed to. So I called our butler again, who arranged an appointment for me with the manager. Anyway, on Thursday, the day we were leaving, the manager arranged a one-hour session for my sons. What a waste of time :( Cockroaches: Although we were in a warm climate and this is normal, we also encountered a cockroach in the room. The hotel immediately arranged to fumigate the room. Departure: We were scheduled to take the bus at 1:50 PM. We checked out at the Diamond Club reception at 12:50 PM, clearly stating that our luggage was in our room and to be brought to the main reception. Another couple who were taking the same flight as us also left their luggage at the Diamond Club reception. Arriving at the main reception around 1:40 PM, I didn't see my luggage, but a manager told us that our suitcases were in the baggage room. Anyway, a few minutes later, I noticed that neither our luggage nor the other couple's luggage was in the room, and the bus had just arrived... After calling the Diamond Club reception, it turned out that our luggage hadn't been moved. I then got into an electric car with a member of staff to pick up my suitcases (still in my room) and the other couple's suitcases. When I arrived at reception, there were five male staff members busy watching me and the driver load the luggage. They didn't move, probably realizing their mistake. I believe that for a hotel that claims to be luxurious, none of this should have happened. This clearly demonstrated a lack of professionalism that partially ruined my vacation, due in part to all the discussions and frustrations.
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Mar 28, 2025
Amazing Trip!
We had an amazing trip! The resort is excellent - incredible amenities, great beach, grounds, gym and a fantastic team to support us. A huge thanks to Adonis who looked after us - we really enjoyed getting to know him and are super appreciative of all he did for us!