Ratings based on 994 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 19 Nov 2024
The food most of all was perfect, the gardens and grounds were clean and super well maintained!
Comment from Hotel Management
19 Nov 2024 by Management , Hotel Management
Thank you Leanne. We look forward to your next visit!
by A verified traveler
Posted 17 Nov 2024
Comment from Hotel Management
19 Nov 2024 by Management , Hotel Management
Thank you Joel!
by A verified traveler
Posted 12 Nov 2024
Nice resort, well maintained but they have a serious issue with the restaurants at night. Either you have to line up at 4:30 to join the waiting list at one of the restaurants, or wait 2hours to get a table. Either of which I dont want to do on a vacation. And the members jump ahead of you on the queue. Ended up going to Playa del Carmen for dinner on the last night as couldnt face the stress of another 2hour wait with 3 kids
Comment from Hotel Management
12 Nov 2024 by Management, Hotel Management
Thank you for sharing your feedback. We’re glad to hear you enjoyed the resort and its upkeep. We apologize for the inconvenience you experienced with the restaurant wait times. We understand how frustrating this can be, and we are currently working on improving the dining experience for all of our guests. We appreciate your understanding and hope to have the opportunity to welcome you again.
by A verified traveler
Posted 11 Nov 2024
Comment from Hotel Management
11 Nov 2024 by Management, Hotel Management
Thank you Veronica!
by A verified traveler from Medford
Posted 8 Nov 2024
Like the options in room types and the staff was exceptionally nice and helpful. Did not like that it was far from the beach and usually used the shuttle also there were too many day beds blocking the view of the beach or pool. Also, seemed to be a lot on construction noise during the day
Comment from Hotel Management
11 Nov 2024 by Management , Hotel Management
Thank you for sharing your review. We are delighted to hear that you enjoyed the variety of room options and that our team left a positive impression with their friendliness and friendliness. We apologize for the inconveniences encountered during your stay and will take your comments into consideration.Thank you again for your comments and we look forward to welcoming you back soon.
by A verified traveler
Posted 5 Nov 2024
Comment from Hotel Management
5 Nov 2024 by Management , Hotel Management
Thank you for your rating. We are sorry to learn that your experience did not meet your expectations. We value your input, and we would appreciate it if you could provide us with more details about your stay. This will help us address any issues and improve our services. Thank you for helping us enhance our guest experience.
by A verified traveler
Posted 4 Nov 2024
Comment from Hotel Management
4 Nov 2024 by Management, Hotel Management
Dear Eileen, Thank you for your evaluation. We’re sorry to learn we may not have met your expectations and would appreciate any additional feedback you might share. Your experience is important to us, and we’re committed to making improvements wherever possible.
by A verified traveler
Posted 26 Oct 2024
Comment from Hotel Management
31 Oct 2024 by Management, Hotel Management
Thank you Erin!
by A verified traveler
Posted 14 Oct 2024
Let me start by saying the staff was very friendly, attentive and fun. However a few things about the room. My room was in building 7. It was outdated, the safe didn’t work, the water wouldn’t get hot. I learned on my last day there is a trick to it. The pools were great, the entertainment was fun- especially the fiesta. Food options were great. I actually really liked the food at this resort. My flight with frontier was canceled so I had to pay for another night. This is where the staff wasn’t so accommodating. They wanted to up charge. We needed min 4rooms so it would be almost 1600 for 1 night. I ended up getting a room online for $250 and had them match that for the rest of my family but it took a lot of time to do that. Also the water in my sink was coming out brown. I loved the monkeys, the pools and the beach but I wouldn’t recommend this resort.
Comment from Hotel Management
14 Oct 2024 by Management, Hotel Management
Thank you for your feedback and for highlighting the friendly and fun service from our staff, as well as your enjoyment of the pools, entertainment, and dining options. We sincerely apologize for the issues you encountered with your room, including the safe, hot water, and sink, as well as the inconvenience during your extended stay. Your comments will be reviewed by our team to improve the guest experience.We appreciate your insights and hope to have the opportunity to provide you with a better experience in the future.
by A verified traveler
Posted 11 Oct 2024
The staff was great. Everyone was pleasant and welcoming all around the property (Im not joking). We were upgraded to the penthouse for our anniversary which was a nice incentive since we had our 5 month old.
My only critique is the water is not hot enough in the rooms, the restaurant hours does not match what was on the site once you use the QR code, and the hype about the food... It was good but the exaggeration from other reviewers with past stays had my hopes too high lol.
But overall we had a really good trip! We'd stay again.
Comment from Hotel Management
11 Oct 2024 by Management, Hotel Management
Dear Tamillia, Thank you for your kind words and for choosing to celebrate your anniversary with us! We're thrilled to hear that our team made you feel welcomed and that the penthouse upgrade was a nice touch for your special occasion. We appreciate your feedback on the water temperature and restaurant hours, and we'll definitely look into those details. We're glad you had an overall great trip, and we look forward to welcoming you back again soon!
