“A lovely hotel with nice surroundings.”

The Staff were very helpful we had Ivan doing our room and left some lovely swans etc on the bed with petals each day, also we had 2 Daniels who waited at the tables who were very helpful and another man whos name i have forgotten and a lady who did our room. The conceirge Walter was very good. The food was ok and a good choice each day, the beach was a bit small and had a lot of mangroves on it but the men worked very hard to clear it. It was lovelt to see the racoons etc. My son was ill while we were there and the doctor was very good. We had the emerald package and the food that was brought to the room was lovely but too much after the food we ate out. I think instead we would have been better just with a few crisps or nuts to go with the wine etc when we got back from beach. I wouild have loved to used the beds on the beach but wasn't in my package or offered until we asked if we could use them. The beach bar was ok. The spa was good and the walk from lobby wasn't as far as people had said it was and didn't always get the bus.

“A great holiday”

Our third visit to Mexico, first to this hotel. It is a smaller hotel than we stayed last year so missed the choice of pools. This has one large pool in sections so you can hear the music/games/aqua aerobic classes wherever you sit. We found a second pool behind the sports bar which opened towards the end of our stay which was much quieter although the music was still a bit intrusive some days. It would be nice if this had more chilled music for those who don't want to party all day! Bedroom and bathroom were fine although a couple of armchairs or a sofa would be nice - there is plenty of room. The staff are lovely, so friendly & always happy to help. Be prepared to tip waiters, bar staff, drivers and guides. It doesn't have to be much (a dollar or 250 pesos was our usual) but it soon adds up. The food was very good in the buffets and restaurants although we didn't enjoy the seafood restaurant or the barbecue night at the steak house as it was held in the buffet are by the pool - very hot and noisy. The grounds are well maintained and staff are constantly at work to keep them tidy. The theatre is right next to the sports bar so if you are in the bar for the free wifi, it can be noisy as rehearsals may be going on for the evening show. The sports bar itself has the atmosphere of a concrete bunker, is gloomy with uncomfortable chairs and there is a strange smell near the bar itself (disinfectant?). Apart from these little things it is a lovely hotel & we had a fabulous time!

“Dreadful staff”

No senior management staff are ever available to deal with complaints. Complaints are always directed towards the concierge and they do nothing about it and shift the blame to you. Staff do not get the concept of food allergies and I would not recommend this hotel to anyone with a special dietary requirement. Most restaurant staff cannot speak English. The restaurants cannot provide hot milk for a baby until you speak to about 3 people!!! They will try to sell you their VIP experience and time-shares all the time while ignoring the basics. Nobody takes ownership of your concerns and just shrug their shoulders or act defensively.

“not bad but not great”

For a place that claims to be a 5 star resort this is just wishful thinking. 3 star plus would be better. For a place that is “all inclusive” get used to the idea that it’s not. Firstly the internet in the rooms is not free. There is free internet (wi fi) in the lobby, but unfortunately this is an airless place with no fans so by 8 am you are dripping in sweat. There is a shortage of shady places around the pool and on the beach. There are a couple of places, that’s it, and towels go on those chairs by 6.45 am. You’ll find yourself needing a drink. Order from a passing waiter and erm....wait. And the alcohol is weak, unless you take the beer or wine. The staff are friendly, and the food is OK, canteen style. You can eat in a normal restaurant, assuming you can make a booking which we found difficult. As indeed was booking an excursion. And in spite of the fact we booked several months ahead being near each other was apparently too difficult for the hotel to manage. So part of the family was 15 mins walk away from the others. i.e. half an hour to go and visit your family! The resort is spread out and from time to time there is a golf cart that will take you around. It’s usually quicker to walk than to wait. Good bits.....the 2 pools are good, but don’t expect peace and quiet with loud speaker organiser events in the afternoon, the sea is warm, the beach is good, the Swinging bar is great in the evening,