Ratings based on 991 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.4 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 17 Nov 2024
Great property
Comment from Hotel Management
18 Nov 2024 by Daniel Hernández, Hotel Management
Dear guest, we’re pleased to know your stay with us was such a good experience. We hope to have the pleasure of a second stay so we can continue making great memories together! Thank you for your feedback.
by A verified traveler from St catharines
Posted 16 Nov 2024
Comment from Hotel Management
17 Nov 2024 by Daniel Hernández, Hotel Management
Dear guest, we’re pleased to know your stay with us was such a good experience. We hope to have the pleasure of a second stay so we can continue making great memories together! Thank you for your feedback.
by A verified traveler
Posted 12 Nov 2024
The property was nice however the quality of food and drinks at times was average at most. We stayed for 8 nights buffets pretty much had same food everyday. We payed for upgrade room with premium services however their special restaurants had mostly same type of food and basic sections. Alcohol level at most was average even though we booked a premium level. The highest level in tequila was don julio reposado at most. They did have some higher level alcohol but was at extra charge. One reason I booked a family selection level room was for the amenities and premium food and alcohol which was never provided.
Comment from Hotel Management
12 Nov 2024 by Daniel Hernández, Hotel Management
We’re deeply sorry your stay wasn’t as good as you expected. We received your comments, and we’ll keep them in mind to offer a better experience for our guests. Thank you for your feedback.
by A verified traveler
Posted 8 Nov 2024
Comment from Hotel Management
9 Nov 2024 by Andres Peimbert Guest Satisfaction Lead, Hotel Management
Dear Guest,First of all we would like to thank you for choosing us to spend your vacation in the Mexican Caribbean. We offer you a sincere apology, and we also regret not having provided our services more in line with your requirements. We take our guests' feedback very seriously and will share it with our team to find a way to improve it. I can assure you that as you read this, the managers and supervisors at our hotel are investigating the anomalies detailed in your review so that we can operate in the future as we have always done in the past, with the quality and authentic service for which we are known. We hope you can give us a second opportunity to serve you and show you that we can live up to your expectations. Cordially,
by A verified traveler
Posted 4 Nov 2024
The uniqueness of the resort itself
Comment from Hotel Management
4 Nov 2024 by Daniel Hernández, Hotel Management
Dear guest, we’re pleased to know your stay with us was such a good experience. We hope to have the pleasure of a second stay so we can continue making great memories together! Thank you for your feedback.
by A verified traveler
Posted 3 Nov 2024
Comment from Hotel Management
3 Nov 2024 by Daniel Hernández, Hotel Management
Dear guest, we’re pleased to know your stay with us was such a good experience. We hope to have the pleasure of a second stay so we can continue making great memories together! Thank you for your feedback.
by A verified traveler
Posted 2 Nov 2024
Absolutely amazing experience all the way around!!
Comment from Hotel Management
3 Nov 2024 by Daniel Hernández, Hotel Management
Dear guest, we’re pleased to know your stay with us was such a good experience. We hope to have the pleasure of a second stay so we can continue making great memories together! Thank you for your feedback.
by A verified traveler
Posted 21 Oct 2024
Our experience at this hotel was disappointing. The staff was unfriendly and unaccommodating, which made our stay far from pleasant. The food quality was mediocre at best, lacking the variety and flavor we’ve experienced at other all-inclusive resorts. Despite being only 8 years old, the property appeared run down and poorly maintained. Additionally, the air conditioning was inadequate, making it difficult to stay comfortable. Overall, this was one of the worst experiences we’ve had in terms of customer service.
Comment from Hotel Management
27 Oct 2024 by Emeli Alvarado, Hotel Management
We sincerely regret that your experience at our hotel did not meet your expectations. Thank you for taking the time to share your feedback, as it helps us improve our services.We apologize for any inconvenience this may have caused you. We are taking steps to ensure this does not happen again.We hope you will give us another opportunity in the future to provide you with the experience you truly deserve.Sincerely,
by A verified traveler
Posted 20 Oct 2024
Nice property. Food was ok. Drinks watered down for the most part.
They dropped our luggage in water and we had to fight them for a credit. They ended up giving us complementary spa passes.
They call you at 9:30 am just to check on you but in reality we needed to sleep in.
Also got food poisoning on one of the days. Can’t pinpoint what it was exactly.
Comment from Hotel Management
27 Oct 2024 by Emeli Alvarado, Hotel Management
We sincerely regret that your experience at our hotel did not meet your expectations. Thank you for taking the time to share your feedback, as it helps us improve our services.We apologize for any inconvenience this may have caused you. Sincerely,
by A verified traveler
Posted 20 Oct 2024
We liked the downtown area and the family select areas and butler service. We did not like the shows, food, service, and the quality of alcohol was marginal.
Comment from Hotel Management
20 Oct 2024 by Jose Tlapaya, Hotel Management
Dear guest,Thank you for choosing us as the destination for your vacation trip.We appreciate that you share both positive aspects and areas for improvement observed during your stay with us.Your comments will be shared with our team in order to find a solution. I hope we get the chance to welcome you again to show you the improvements we have made.Sincerely,José Tlapaya Hospitality Senior Advisor
