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"Our stay at this hotel was very disappointing. The property feels very old and looks like it has simply been painted over instead of properly renovated. The electrical outlets are outdated and there were not enough in the room—we actually had to plug our laptop in the bathroom because it was the only available outlet. The rooms had a strong sewage smell, and unfortunately the same smell was noticeable around the pool areas as well. We also saw rust in multiple places, including room corners, lamps, and even parts of the ceiling, which made the hotel feel poorly maintained. The food was another big letdown. Although it looked good at first glance, the taste was very unpleasant—almost chemical-like. My daughter barely ate anything during the stay, not even the desserts, which were surprisingly bad. The buffet area itself also had an unpleasant smell. We tried the French restaurant one night, but the food served there was so bad that we couldn’t eat it. Communication was also difficult because many staff members, including servers, did not speak English. On the first day we tried to reserve restaurants, but most of them were already fully booked. We also found out that we would have to purchase tickets for a paid show, which was disappointing for a resort at this price level. To make things worse, an alarm in one of the common areas was beeping every minute during our entire 5-day stay, and no one ever fixed it. Overall, this hotel felt more like a 3-star property."

"Fabulous property but food was okay"

"Enjoy the temathic parties! Recommended!"

"Room were clean lots of mosquitos, Staff some eer"

"Woodley provided exceptional, friendly service. Check in and out was a breeze. "

"We had an amazing time at the beach, spa, pools, restaurants, and shopping areas! Our room butler Carlos was super accommodating and all the staff was super friendly and welcoming "

"The room was not clean. The hot tub was not usable and had black particles if you used the jets. The toilet was not properly cleaned and had urine stains around the seat and the floor, the mirrors were dirty and the couch smelled so bad. There was dust and all On the table and curtains. The food was okay. The breakfast buffet was horrible. It’s the same pre-platted food everyday. I did not like the yellow stained plastic glasses used for the drinks by the pool. They were cracked and dirty. Also there were a lot of restaurants closed on Monday. I just wasn’t aware and had to wait over an hour to be seated at agave. The hostess put my husband and I in the waiting list and we watched her seat multiple Tables before us. I will not elaborate on the service. The entertainment needs to be updated, the food needs to be better, the plastic glass needs to be updated and the rooms need to be properly Cleaned. I really love the excellence collection but the excellence el Carmen is a far cry from what it use to be. I don’t believe the experience was worth the money. However, the fabulous crew at The Grill made my husbands birthday special and I really appreciate the great service and efforts from the staff. "

"The beach was so beautiful, clear blue water and soft white sand. It is also close to the buffet restaurant with a large variety of food and drinks also large dining area with a variety of food. Large pool area with entertainment, fun and exercise. Evening entertainment in lobby, beach and theater. Great place, looking forward to going back. "

"I paid for the platinum honeymoon package. When i got there, they charged me the full price AGAIN for my wife! They said it was because i had an “extra person” with me. It’s a HONEYMOON! That means 2 people! Who goes on a honeymoon alone! Then, while we were there, housekeeping left our room door open with all our stuff inside. After talking with security, they conveniently blamed us. The room had a round bed, which sucks if you’re 6ft 2” tall. There was a TV in the bedroom, but nothing in the living area, which felt odd. "