Ratings based on 1,966 Verified Reviews
4.6 Room cleanliness
4.4 Service & staff
4.7 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 24 Nov 2024
Pros…This hotel offers several pools so they didn’t feel overcrowded. The staff around the pool area consistently checked to make sure we were okay and to see if there was anything we needed. Most of the hotel staff was very friendly.
Cons…we paid for the Enclave upgrade beginning the second day of our stay, it was NOT worth the price, we really could have stayed in our first room. After we got the “upgraded” room, I went to try to take a bath, when I sat in the tub I got a huge cur from the tub being cracked (I hadn’t seen it prior to getting in). Secondly, while we were in the “upgraded” Enclave room a terrible stench appeared the day after it rained—it smelled like sewer. The maintenance guy came to try to resolve the issue. Although the smell initially went away, it returned the next day. That ordeal was quite frustrating. What was even more frustrating was that when we checked out of the hotel and I told them, they did nothing…I would have expected to talk to a manager, but that option wasn’t offered to me. They said they would see if a manager wanted to call me to discuss the issue. If they will call remains to be seen, but it seems like it would have made a lot more sense to have a manager talk to me while I was there in person. Disappointing.
If it were not for me getting cut on the tub and the horrible smell in our room, I think I would have enjoyed my stay. I was with a party of 7 other people and everyone else enjoyed it. Sad thing is it was my birthday trip.
by A verified traveler
Posted 23 Nov 2024
Great place, would go again
Comment from Hotel Management
23 Nov 2024 by Arturo T, Hotel Management
Dear Ryan,Thank you for your wonderful review! We're thrilled to hear that you had a great experience and would return to our resort. We look forward to welcoming you back for another fantastic stay in the future!Best regards,
by A verified traveler
Posted 23 Nov 2024
Amazing resort and amazing service!
Comment from Hotel Management
23 Nov 2024 by Arturo T, Hotel Management
Dear Aourora,Thank you for your fantastic review! We're thrilled to hear that you had an amazing experience at our resort and enjoyed the service. Your feedback means a lot to us, and we are grateful for your kind words.We hope to have the pleasure of welcoming you back soon for another unforgettable stay!Best regards,
by A verified traveler
Posted 23 Nov 2024
Good food options, entertainment for kids was great. Place was clean and service always with a smile
Comment from Hotel Management
23 Nov 2024 by Arturo T, Hotel Management
Dear tocayo,Thank you for your wonderful review! We're so happy to hear that you enjoyed the food options, the entertainment for kids, and the cleanliness of our property. It's also great to know that our team’s service made a positive impact on your stay.We truly appreciate your feedback and look forward to welcoming you back soon for another memorable experience!Best regards,
by A verified traveler
Posted 22 Nov 2024
Staff are all professional and accommodating.
Comment from Hotel Management
23 Nov 2024 by Arturo T, Hotel Management
Dear Mr. Rainier,Thank you so much for your kind review! We are thrilled to hear that you found our staff to be professional and accommodating. We strive to provide excellent service and it's great to know that we met your expectations.We look forward to welcoming you back in the future and ensuring another wonderful experience.Best regards,
by A verified traveler
Posted 22 Nov 2024
Comment from Hotel Management
22 Nov 2024 by Arturo T, Hotel Management
Dear Logan,Thank you for your fantastic review! We're so happy to hear that you had a wonderful stay with us. Your positive feedback means a lot to our team. We hope to have the pleasure of welcoming you back in the near future for another great experience.Best regards,
by A verified traveler
Posted 22 Nov 2024
I left my glasses case at the restroom and was able to get it back and had money on it! The staff was amazing and very attentive. The activities of the hotel and shows were amazing. The food choices were amazing especially if you are enclaved the seafood is fresh and delicious.
Comment from Hotel Management
22 Nov 2024 by Arturo T, Hotel Management
Dear Tania,Thank you so much for your wonderful review! We are thrilled to hear that you had a positive experience with us. It's great to know that our staff was able to assist you in recovering your glasses case, and we're pleased that you found our activities, shows, and food choices to your liking. We take great pride in offering fresh and delicious seafood, and we're happy to hear that you enjoyed it.We hope to welcome you back soon for another amazing stay!Best regards,
by A verified traveler
Posted 21 Nov 2024
Amenidades y habitaciones muy buenas. Habitaciones amplias, cómodas y limpias. Lo único que dejó un poco que desear es la comida en el restaurante mexicano y un poco en el buffet, no por la variedad sino por la frescura o calidad. Pero sin duda lo que se lleva todo es el restaurante Flama y el Rodizio, muy buenas carnes.
Comment from Hotel Management
22 Nov 2024 by Arturo T, Hotel Management
Estimada Luz,Gracias por compartir tu experiencia con nosotros. Nos complace saber que disfrutaste de nuestras amenidades y que las habitaciones fueron de tu agrado. También agradecemos tus comentarios sobre la comida en el restaurante mexicano y el buffet, y tomaremos en cuenta tus observaciones sobre la frescura y calidad para seguir mejorando. Nos alegra que hayas disfrutado de la experiencia en el restaurante Flama y Rodizio, ¡sin duda son opciones destacadas!Esperamos poder recibirte nuevamente y ofrecerte una experiencia aún mejor. Gracias por tus valiosas sugerencias.Saludos cordiales,
by A verified traveler
Posted 21 Nov 2024
Tulum facility is better
Comment from Hotel Management
22 Nov 2024 by Arturo T, Hotel Management
Dear Prachi,Thank you for sharing your feedback with us. We're glad to hear that you enjoyed your stay overall. We appreciate your comparison with our Tulum facility, and we're constantly working to improve our offerings across all our locations. If there's anything specific that you feel could enhance the experience at this property, please feel free to share—we always value suggestions from our guests.We hope to welcome you back in the future and provide an even better experience.Best regards,
by A verified traveler
Posted 20 Nov 2024
Comment from Hotel Management
22 Nov 2024 by Arturo T, Hotel Management
Dear Noemi,Thank you for taking the time to leave us a review. We are happy to see that you had an overall positive experience with us. If there is anything we could have done to make your stay even more enjoyable, please feel free to share your thoughts. We always strive to improve and provide the best possible service to our guests.We hope to welcome you back soon!Best,
