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 Rating10222 reviews
It was alright
Check & rooms. We were a group of 14 checking in, it went okay. We were meeting 2 others who were there already but they were trying to deal with a few issues in their rooms. Some got the rooms they requested , a couple or rooms wanted ground floor and some definitely not. I asked for a pool view wanted odd number in building 2 , got an even number so no pool facing, someone who didn’t ask for that got it , so how they do requests who knows. We all got building 2 which is what we wanted. There is an elevator in building 2 by the way . If something had to be fixed in the room it was a long wait, plugged toilet took 7 hours to be attended to. Also there are no coffee pots in the rooms . Not sure why we have to pay for safe, seems pretty silly that they charge for that, no other resort that we have stayed at charges for that. Lots of couches and chairs in the lobby . There are only 2 water bottles in the room but there is a water station on every floor to refill them and water down by the pool and snack bar, that was never an issue. The balcony was okay but the screen door was broken off and never repaired. The rooms are bigs and have lots of closet space, drawers etc. bathrooms were huge, our walk in shower was great .The housekeeping was excellent and we always had our room done in the morning, they always left lots of towels along with towel art. Always saw lots of workers around the hotel cleaning and mopping, gardeners watering and trimming , lots of hard workers. Wifi- I had no problems with the wifi , got it in the room, was kicked off a few time but got reconnected quickly. Some in the group could not get it in their rooms but never a problem in the lobby. Pool - we hung around the main pool and had a great time there. The entertainment team is wonderful and we were kept busy with darts, aquasize , crazy games , bingo etc. it did get loud sometimes but the beach is right there if you want to escape. Some men had been at the swim up a bit too long one day and they threw up in the pool. Everyone had to get out and they scooped it out and then disinfected it and we could go back in about 5 hours later. There were also lots of kids around and in the pool. There is also the adult pool that you can go to for quiet time. The bar is right by the pool as well and they have tables set up which we used in late afternoon to play cards, worked out well. The bathrooms are far away from the pool which very inconvenient and I imagine the pool is used a lot for that. The bar is open 24 hours and we did go there in the morning for hot water and coffee, as that is the only place when you get up before 6:30. The last few days their machine was broken so we had to wait. Food - the buffet is okay, I think they had a lot of variety. Always found something to eat although is was only warm, never had any hot food. The oatmeal in the morning was so good and they had great bread that was so good toasted. There is someone to cook you fresh eggs , you can ask her for bacon and they will throw some on that has been precooked . We had the Viva app for reservation at the a la carte. You couldn’t reserve for more than 4 people, and had to get on first thing in the morning, we did find out you could reserve at the guest services as well and for bigger tables there. On a Saturday we had 3 tables of 4 each at the Mexican and upon arriving were told they had no room as they had the whole room for large private party. They offered 1 of the tables at the Italian which we turned down as we had been there the night before, so just went to buffet. We found out later that they do that every Saturday. We had been there the previous week and sat outside , not in the restaurant and it was the best a la carte so we’re disappointed. Also did the Italian , which is above the pool area and when we got there they said there was a wedding up there and we could sit down by the pool area where they had set up tables that kinda sucked. Another 4 people that was in our group had a reservation 30 minutes later than us and they were sat upstairs, so we were confused about that. did the Portofino , Mediterranean restaurant, and it was okay. The snack bar by the pool was okay as well. When arrived at the resort on the 16 th, new smoking laws came into affect the day before. You sure couldn’t tell, smoking was pretty much all over except the buffet and restaurants. They were slowly trying to implement I guess but they would tell some no smoking and then someone a few feet away could continue smoking. . Apparently only security could tell people not to smoke, the other staff could not. They did remove the small ashtrays from the pool bar area and the lobby . The large stand up ashtrays where still there but they are part of the garbage cans so they will have to be replace I guess to fix that. The positive outweighs the negative for sure, it did not ruin our hot holiday and we all had a great time. Great location, only about 20 minutes walk to 5th avenue, a mini market across the street, the beach that you can walk for a long way in both directions. We had stayed there about 8 years ago and it was the first time we ever did a repeat resort and we did for the great price we got for the 2 weeks. Would I go back there, probably not , but would recommend for someone on a budget. If anyone has questions please send me a message. I
Rafael and Caesar have a very good service and the food was brilliant. Had a bruschetta starter and steak with tamarind sauce for a main which was beautiful. Cheesecake was not what I expected but was lovely
Don’t stay here
Don’t stay here they don’t care all staff have differing opinions on what u can and can’t do we paid a lot of money for 11 nights all inc the phone doesn’t work in our room when all I wanted to do was upgrade my spa package our room hasn’t been made regardless of whether or not anyone is in there my husband got accosted by 4 security guards for going to the sports bar with our sons whom we have been in there with for the past 3 nights they also accosted a single mum and her son the night before yet have no security sorting the drug pushes on the beach
Beautiful Beach, Noisy/Sleepless Nights
This was my 3rd stay at this resort and it will likley be my last. This resort has an amazing beach is always clean without garbage and seaweed. Downfalls: Upon check in we were told we need to attend a "VIP Pass" meeting which discusses discounts for future stays. Where we were promised a free week stay or 50% off an excursion for just attending the meeting. This meeting was promised to be 90 minutes long. All Lies! The meeting was 2 hours, no free week offer or discount on exucurisions. They basically try to force to to buy a 10 year membership. To make it even worst, the people running the meeting said "oh you wasted 2 hours of your time when you could be on the beach". Noisy hallway- I never had an issue with the noise before at this resort. But this time was terrible. You could hear people walking around at 1:30am being loud and inconsiderate in the hall. Also, the Rui Playacar that is beside the resort was bumping music until 2 am so we could not sleep (we called the front desk to find out if there was noise resitricitions in Playacar, apparently not). To top it off our room was near the area where they park the tractor to clean the seaweed in the morning. So that would wake us up once we could finally go to sleep. Pros: Food buffet has improved each time I have gone to the resort. Taco days are delicious. Wifi reaches all the way to the beach. Fast service at bar and buffet. Beach is the highlight of this trip. I also enjoy the water activities that available when it isnt too windy.
NOT FOR ENGLISH DISCRIMINATION RUDENESS SHOCKING !!
My son and I came here for a 2 wk stay during our first week we were very impressed by our stay and there was many good points sadly the second week things changed firstly we was ripped off on a boat cruise through our TUI rep it was sold as a captin hook boat cruise and meal. The boat sailed few 100 feet maybe from the coast we was sat along side the same hotel for 4 long hours we made a complaint to tui due to the fact it was sold to my 8 yr old son yet was drinking and sexual games defo not suitable for a child one bit however we have still heard nothing back from the rep. The next thing that went wrong was the weather it rained solid for a whole day and with the resort not having not much areas inside we were stuck in our room all day and all night. The next issue was people from the other hotel are allowed to come and use the facility at this hotel, however guest of this hotel can’t use the other hotel the come take up all the sun loungers put there towels down and you don’t see them for rest of day then on Saturday a pool party was planned and after the poor boat ride and the poor weather was really looking forward to a good time as had been so bored. However a member of the other hotel came and used our hotel pool swim up bar all day where he then proceeded to poo him self and vomit in our pool closing the pool and cancelled the pool party. Then that night we planned to attend the white party instead however it rained and this party was moved into the sports bar that children are restricted from at certain times so we went back to our room bored yet again. The following day we spoke to the entertainment team about how bored we was during the last few days and this member of staff told us no we can attend the sports bar until 12 am with my son so that evening there was no show other than in the sports bar so me and my son attend we get into the bar no problem and are playing the air hockey table not causing no problem to no one enjoying our game to get 3 member of security come for one woman and her son who are staying here alone and embarrassed us throwing us out like we did something wrong and like we hadn’t paid all this money to come here. I’m throughly dissatisfied in my final week we have been offered drugs on the beach bothered 24/7 by people selling thing on beach staff are rude if you don’t tip I was ignored in a restaurant 30 mins no service to which I left mid meal food in buffet really not good make me sick during my stay am I have bites all over me however I can’t help but think it’s only when I lie on the bed I get bit I wake each morning with more bites yet have repellent plug in in the room and repellent on my skin. Hotel very noisy can hear everything from next room and people have no consideration for other so noisy leaving there rooms or returning to rooms had our door knock constantly and no one there when we open it. Hotel very noisy 6am onwards also defo not for English people we were the only English here the whole 2 wks all for Spanish or USA kids club ok if u speak Spanish I felt my son was pushed out and isolated. Rooms smell damp our bedding had the same stains on it whole 2 weeks unsure if it was just the top sheet not changed or whole bed cleaner do so good job nothing was missing but sheets didn’t get changed. Sometime seem like the staff have more fun than the guest. Been so disappointed and bored this last week defo not for a single parent feel like whole holidays been ruined even when I tried to complain to manager of hotel the member of staff I was complaint about came over to the desk interrupted started addressing the manager in Spanish reguarding me knowing I couldn’t understand to which the manger was more Interested in him than me the guest complaining they offered no resolve so I walked away when I went back ten min later conveniently the manager had left for home with out resolving the issue poor food poor rooms poor service questions around a lot of issues would avoid at all cost !!!!!