Pros: - Food was excellent!! Some of the best food I've had at an all-inclusive resort and was probably the highlight of our stay. We didn't try the Japanese restaurants but loved the Mexican, Italian, and steakhouse restaurants - Top-notch tours leaving directly from the resort. We went to Tulum and Isla Mujeres on separate days - Comfortable room with cozy beds and everything you need - Well-maintained grounds and buildings - Lots of lounge seating around pools - Silent disco was so much fun! Unfortunately, it was only offered for one night. We wish they offered it more frequently. It was the only night entertainment that we enjoyed

Cons: - Attention to detail is lacking. We had a lovely stay. I'm noting the below for people with high standards - The resort is trying to meet the standard for top-rated service (AAA) but has a ways to go to deliver truly exceptional service. Their approach to service is a check-the-box exercise, and the staff doesn't embody a service-oriented mindset of how the experience should feel. For example, a hostess must escort parties to their tables for AAA designation. For the breakfast buffet, they only have one hostess, and they seat multiple parties at a time. It checks the box but does not deliver a personalized experience - Furthermore, I was celebrating a birthday that I had indicated to them via the pre-arrival survey and in an email with the concierge. Nothing was done for my birthday. Not a note in the room or any special dessert... nothing - It seems like the pre-arrival survey wasn't used in any way (mini-bar selections were not followed) - Housekeeping consistently did not restock enough towels or handtowels - Many times when the pool towel stand wasn't staffed. The pool staff does not help set up your towels or umbrellas. On our last day, another guest helped put up our umbrella. And try finding help on the beach... - The night entertainment performances are cruise-level quality at best - Not enough areas to hang out at night after dinner. The lobby bar doesn't feel intimate at night. This could be improved by dimming the lights (everything here is about details that could make the experience so much better) - They will try to get you to go to a presentation or have you put down a deposit for a future stay - Finally, there were two occasions when staff mentioned that they would "get in trouble". We were picking up towels and the attendant asked us to "please bring them back". Another time, a pool server told us that they would be charged if they lost the tile with the QR pool menu on it

The property is beautiful, the rooms are beautiful. Minus the ceiling falling through on the balcony and the water coming in through a vent in a room above so you stepped in a puddle every time you were in the hallway. Not the end of the world, but for the price you pay to stay there not something you’d expect. The staff is friendly, but that’s because you’re expected to tip anyone you talk to.

The food is terrible. We don’t drink alcohol, So I’m not sure if everyone just drinks a ton and doesn’t taste the food? It really was not good food. Nothing tasted authentic Mexican and everything was very bland or mediocre. Mi Carissa is the only place we ate things that were decent, so we just kept going back there! My biggest complaint of all about our stay is the intense sales people on every square inch. You come to all inclusive so you can check in and forget about paying for things while you are there. This is not the case at this resort. Someone tried to sell you something every time you walk by anyone. I understand respecting people helping you and tipping when you are served, but in all inclusive you don’t want to walk around with your purse. So it left us avoiding asking for help! They tell you it’s important to tip everyone there though. After a long day of travel and being super hungry when we arrived we were told at check in we got a free massage for booking through booking.com. Really we didn’t understand they were saying listen to our 2.5 hour sales pitch at the beginning of your vacation for a feee massage. We didn’t like this at all, and wished they would’ve been more direct about that. This isn’t the resorts fault per say but the seaweed was very intense as well so the beach was hard to use and you can’t swim in it. Also the property is not near anything you can walk to, so to do anything you’d need to know where you’re going and hire a taxi, or a tour.

Selection of restaurants was great and the food quality was excellent. The room was spacious and clean. Great room service 24hrs a day. Good selection of drinks and the pools were spacious and clean. Beach was lovely.

Quiet pool was not quiet, and staff did nothing to ensure all people around the pool were happy. Staff waiting beds around the pools varied in standard. On one day a waiter kept asking us if we needed anything but when ordered nothing was brought. He took water and drinks to other beds but ignored us.

rooms well appointed, clean, comfortable

food, lack of service, beach

I have been to this resort before. It's gorgeous. The food is good. The staff is lovely. Excellent concierge, beautiful interior, very upscale and sophisticated.

It took me a day or 2 to get a concierge to contact me but once he did, Oto was amazing.

Super friendly helpful staff - a credit to the hotel Great pool areas (although issues with lounger reserving need addressing) In room dining option great for when short on time or can’t get into preferred restaurants Gym facilities good

check in process inefficient, slow and frustrating - 5 people + nearly 1 hour in lobby wasting precious holiday time aggressive sell tactics to take out timeshare a huge put off on arrival (and contributed to time in lobby), with continued pestering throughout the stay to get your ‘free gift’ - beware it’s not free, you need to sit through a 90 minute sales presentation ! Spa prices ludicrous. Couples massages priced at 800-900 USD. All a tactic to get you on the hook for the ‘free gift’ sales pitch meeting. get your couples massage at home in London for £100 instead ! gym closes at 7pm beach wasn’t worth a premium price tag on location - dead sharp coral, corse sand, have seen a lot nicer app is buggy and needs fixes, restaurants sell out days in advance didn’t get a sea view room that was booked, noisy neighbours upstairs disturbed sleep watered down cocktails, low quality alcohol not luxury - maybe by US standards it is, feels very Vegas - but too many issues for us to call it that. we benchmark against resorts in Dubai, Asia and Europe and find overall package falls short.

The grounds were well maintained, but the variety of activities were bland. Especially with rainy weather, there was not much to do at this property.

I did not like the sales pitch at every turn. We had vacation person start calling us the first day we were there, so we decided to hear what he was talking about, but turned in to a pushy expensive sales pitch similar to a time share pitch. The guy seemed to pop up everyday no matter where we were on the property. Also, the property had no transportation, so we were forced to use expensive taxis. It would have been great for the resort to have some transportation to the major locations such as Tulum or Playa del Carmen.

too expensive for the service

the staff

Great place for couples, they did a geat job of pampering us on our honeymoon with bottles of champagne, rose petals on the bed, discounted room upgrade....bathtub on every balcony which they provide bath salts and bubble bath! Food was great, drinks weren't super strong but I have yet to be at an all inclusive with strong drinks!! Staff was friendly, facilities were super clean, rooms were spacious, decor was really beautiful. Highly recommend!

1) proximity to airport; took us 1 hr 25 min on the way there but longer (1 hr 45 min) on the way back with traffic. Rented a car which was nice to be on our own time! 2) beach is small (narrow) but we mostly were by the pool anyway

Very luxurious- every whim taken care of. Many fun activities. Two on the entertainment staff stood out on our trip: Ricardo and Lucy. And of course, Fabian our local host. The WhatsApp messages with your local host is a great touch - all questions, inquiries and requests get handled this way quickly and easily. the choice of food was wide and varied; not to mention delicious. Even though the resort is quite large, you enjoy a very personal experience. The pools are beautiful - and the way they are designed, it doesn’t feel crowded. And it was wonderful that is an adult only resort. The rooms are also quite large and beautifully decorated.

leaving at the end of the stay.

Service staff was really nice and helpful; beautiful bedroom with swim up pool and terrace; great cocktails and Mexican food

-Terrible beach and beach maintenance, full of rocks and algae which the hotel next door takes care of but único does not and as a result no one goes to the beach. who wants to go to Mexico and not go to the beach? -only the Mexican food is nice, the rest is for Americans; - their tour agency vacation makers is a mess and they’re plain dishonest. we booked a private transfer which they did not send for us. after having waited 40 minutes at the airport we were told we could either wait another 1.2 hours for a private transfer or take the shared one then which would be FREE. we took the shared one and by the end of our stay we were charged the 158 euros for the private one or otherwise we couldn’t leave. this made for a bitter ending; further, we took the “luxury” vino and sunset tour which was anything but luxury, just book things yourself as much as possible and avoid vacation makers;

Breakfast was fantastic, fresh food and great service The grounds were kept impeccable as well as the entire property All inclusive meant all inclusive... Top shelf alcohol and food choices I definitely will be back

Check in was confusing. We had four different people come to church us in and everyone has a different roll.

Outstanding staff in all the areas. High quality food, especially at the Japanese and Mexican restaurants and rich mixology menu. Spacious, very clean and well maintained rooms The quiet pool, the perfect place to be. Special thanks to Gabriel at the 20"87" restaurant and also to Alexandra and Rodrigo.

Check-in to be improved, cold treatment, nearly no information about hotel and facilites, only interested in getting paid and in selling a room upgrade. The day of check-in it was difficult to arrange diner as all the restaurants requiere prior reservation and most were already fully booked when we arrived. Beach area to be improved.

Service, drinks, facilities. Carlos was very accommodating, he makes sure You have a space At the pool, not allowing guests to hold chairs.

Food at the pool and room service food was not as good as it used to be. Now they haggle you at the end to sign up for stuff and now they have members only section. And they offer bottle service where the up charge is ridding

the ocean view rooms and pizza bar!!

that there’s no dinner Buffett and you have to have reservations to eat everywhere making it difficult to eat dinner the day you arrive.

Beautiful view. Loved the tub.

Plumbing was a little wonky. It was so far from the main building so you had to walk through the heat and humidity to get to restaurants and such. Minor but when it’s hot, it’s hot to get anywhere. Pools were full! Would have liked maybe one more restaurant there.

do not say yes to what we were told was a “welcome brunch” to celebrate the anniversary of the hotel!!!It was not a brunch it was a presentation /sales pitch to try to get us to commit to buy a membership. The presentation lasted 3 hours ( i was told it would only last 20 minutes)and we did not have any food or brunch during the presentation. It really ruined our trip, I felt tricked into it and even though we did not buy they made it extremely difficult to say no and it was so tiring having to say no to five different sales men. They made us loose a lot of precious time. During the presentation they talked about how they only treat people good if they have a membership and people that come to their hotel through other agencies (like booking) don’t get the same treatment.

i loved literally everything about this resort! From the food & tequila to the decorum and attention to detail!

that my husband and I couldn’t stay longer lol

main restaurant : the main dishes were cold; pool area sunchairs -sunbeds the hotel is staffed at 7 in the morning and then sold them to hotel guests for some tips

coctails very poor; beach dirty