LocationRiviera Maya - Beach
General Policies & Fine Print
Hotel requires a debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - Spring breakers are not allowed. Minimum check-in age is 21.
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 Rating23942 reviews
Terrible food and service
This resort is a 2 to 3 star at best. The food was really bad, only a couple of good things to eat at the restaurants, Japanese and steak house. The buffet was disgusting, very poor quality, no flavor. Had a lot of problems with my room. I upgraded to the royal elite and had a room with a toilet that was plugged for two days.. not from me, was left that way. Then my ceiling collapsed from the rain. Moved rooms and had construction above my room starting at 8am. One of the workers dropped his tool on my balcony and knocked on my door at 8:30am to retrieve it. Even though I had the do not disturb sign on. Woke me up and I’m not an early riser. The resort was under staffed. Had only one bartender at the theater so it took 20-30minutes sometimes to get a drink. They closed all bars at 11 except one at midnight. Only good thing was the water slides and the vegetation. Would never recommend this resort or go back.
Currently at Sandos Caracol
We are here now and it’s our second time here but the Royal Elite and Adults only seem to get the best service. The lineup to the one and only breakfast buffet is about an hour long each morning around 9 am and there is no where else to get any type of snack without waiting in line. The resort itself is beautiful, but service has gone downhill since we were here last. Too many people and not enough services to take care of the people. Staff are doing their best and are super friendly, it’s not their fault. Just lineups everywhere. We have been here 4 days now and can’t even book an a la carte. So it’s lineup at the buffet.
Much has changed since our last visit
Hello, I am currently here in vacation and am extremely disappointed with this resort. There is one buffet to go to for breakfast and every morning around 9 am, the lineup is over an hour long to get breakfast. I’ve expressed concern to the Guest Services who asked if I was in adults only or royal elite. Well no.. I’m travelling with kids, guess that doesn’t matter.. no snack bar to get a muffin or snacks for kids.. o my option is to wait in line or come at 7 am. Resort is beautiful but level of service since our last trip has gone downhill. Lineups every where you go. We haven’t been able to make a reservation for an A la carte, lineups to do that about a mile long first thing in the morning. Just overall disappointing. There were more options in Cuba last year than here this year.
Dinner Reservation System
My next review of the resort will be much kinder. This resort has the worst dinner reservation bookings. This will certainly affect repeat customers and you need to fix this. Your system is broken and wrong. And my advice to other people wanting a resort will be “fantastic resort, but just skip the resteraunts that require a reservation” This is for 1 of the following two reasons : a marketing ploy to encourage elite status (since they can book prior) or to discourage people from reservations (although the resteraunt will be full I imagine anyways) But I’d say having 200 people in line for over 2 hours will result in a lot of bad emotions and frustrations. Many resorts are making things easier…. This resort needs to fix this problem. I’m 1 hour into my wait, will advise if I even get a reservation.
Avoid Avoid Avoid
Worst all inclusive hotel I’ve ever stayed at we traveled here as a family of 9 5 adults 4 children for my mums 60th birthday and sisters 30th We booked this for a 2 week holiday and arrived on the 2nd jan late at night and had to wait over 2 hours to check in once we got to our 3 rooms they were a disgrace we had 3 superior rooms the stench in one of them was that bad my sister and her 2 children ended up staying in my mums room for the duration of there stay each day we queued for between 45 mins to an hour for our breakfast you have to que to get in any of the restaurants and they are just filthy I will attach some pics with this review the chefs were handling raw and cooked foods without gloves or washing hands it was that bad on day 6 I went to the TUI rep showed him the videos and pictures of this dump and they moved us from this hell hole to the Rui tequila Never book a stay a this place it should be rated -5 star