La amabilidad del personal, el resto un auténtico desastre.

Soy GENIUS 3, hago más de 30 reservas al año y jamás había valorado menos de 4. Este hotel es una vergüenza y una estafa. Colas kilométricas para comer algo realmente nauseabundo, nunca consigues solucionar algo a la primera, los empleados están explotados al máximo, y no pueden dar más. Nos han fastidiado las vacaciones añoradas. NUNCA MÁS.

The staff is great although they are short staffed. It’s near to Cozumel , few Cenotes and Staff like Nancy from the tours or Giovanni from the guest service area, where the highlights.

1) Overall management in this resort is worst than any worst motel you will ever encounter in your vicinity. 2) DINING options felt like a scam. We weren’t able to eat at any of the ala carte restaurants. All the restaurants are expected to be booked on an app that never works. And if you like to book from the app you have to do from midnight because during the day the app don’t work. Buffet in this restaurant is over crowded, badly managed, food is so bad. Instead we had tamelas from the streets made by hardworking people outside the resort and felt the food was rather godsend in comparison the sh**t we had to consume. It gets worse, the so called 24hrs room service is exceptionally bad; no one picks up the call at many occasion I had to go on my robes to the reception to place an order for room service. ( with all the fairness this experience can be observed especially during night time, post 11pm- best of luck getting your food) Let alone if anything serious, health wise happens to their guest only God probably can answer their call during an emergency. 3) Entertainment and Cenotes: Out of the so claimed three Cenotes they say they have, honestly one of the Cenotes are worthy to be called as one. Even the one Cenote which is dippable should be renamed as a murky blueish pond because that is not a CENOTE. Entertainment is badly managed, they have good artists and animation who work very hard but the stage or the quality of the experience is out of whack if you have visited any 3* and up resort. 4) BellBoy service is expected once through out your visit ( when you will be checking in they will drop off your bag and that’s about it) if you are expecting butler like experience take your tips elsewhere. 5) Edwin, a gentle man who works in the lobby was probably too stressed the reason why he was rude with me.

This was my second time staying at the resort. It is a typical all inclusive and a little dated. The resort is good, but don't expect any frills. That being said, like the first time, after a day or two you really start to understand the magic of the resort. It is all about the location, the beautiful surroundings, animals, and stunning beach view (in the adults section). The surroundings are what really makes this resort worth going to.

They make you use an app to book everything! I am on vacation, the last thing I want to do is be online and carry a phone around with me. Plus, the reservation system doesn't work. Although we were lucky enough to eat in the restaurants we wanted to, we spent way too much time trying to book with VERY little support from the staff. And by little, I mean none. They just kept redirecting us to the app. Plus, on the night we arrived, when we got there, there were 4 people behind the desk and 20 guests had just arrived. All of a sudden they all disappeared because their shift was over and we were left with 1 person and a very lengthy check in. 2 hours later after a long flight and late at night, we were finally checked in with others still waiting behind us. 2 HOURS!!!!!!!!!!! The resort manager didn't seem to really care and the response was "it was the end of their shift." They should staff better and prepare for such circumstances. Overall the hotel is good, but the customer service is really quite poor. I should mention, I went the first time for a wedding, and the second time my brother booked the resort.

lots to do if you want to keep busy. lots of walking

beach was awful. food was terrible

Facility was very nice and well kept.

The food. Not great quality, and not readily available. Restaurants should be open later.

The resort itself was beautiful. It felt like I was in the middle of the jungle.

The service was absolutely terrible. If you're not paying for the elite status, this place is not worth the money. Checking in took us over an hour (shorter compared to other guests) and that's only because we stayed in the adult only area and were able to check in at a different front desk. Those that weren't in the adult only area were still in-line, waiting to be checked in after we were finished and they arrived before we us. So I imagine it took them a couple hours. I continued to see similar lines each night I was in the lobby too. We weren't given any overview or run down of the resort when we checked in either. And it's a big resort - probably the main reason it's so hard for them to maintain. It wasn't until the next day when we had a note on our door asking us to come to guest services were we given a map of the place. And that's because they wanted us to tour the elite club (i.e. timeshare). Most of the restaurants have 1+ hour wait each night to get seated. Only 1 restaurant takes reservations (unless you're elite) and it books weeks out in advance. So if you're not staying for a week or don't reserve it the first day you're there, you probably won't get to eat there. None of the restaurants have their hours listed on the resort website (or the map or anywhere but the sign out front). So you either have to memorize the hours or take pics of each sign to help coordinate your meals throughout the day. These restaurants are pretty spread out (again, big resort). Both room service and the front desk don't answer when you call. I had to get an alternative number from guest services just to get room service one night. They have daily activities but don't indicate where they are. You can tell the staff is exhausted and underpaid which makes you feel horrible. I could list a couple more examples but I'm tired of typing at this point. Long story short - don't spend your money here.

the beach

horrible food and non alcoholic drinks. I literally starved because everything was not good.

the property

having to line up for dinner