Cenotes and night shows

We will NOT go back. there are too many better choices in playa del carmen. We went with a family group of six. 1st the the check-in line was long, and we waited over 2 hours to check in. 2nd issue they did not have the room type we reserved with sea view, and they proceeded to downgrade us without any compensation. We asked to speak to a manager who proceeded to lie and say none of their room have sea view. We then saw the rooms with sea view had to go back to lobby and showed them proof of the downgrade and finally got a refund that, by the way will take 6 weeks to be returned to the card. 3rd HUGE Issue SERVICE was RUDE. I am white skinned but traveling with my in-laws that have darker skin and are Hispanic. We noticed the family members with white skin were treated way nicer, but my in laws with darker skin color were met with rudness. They got ignored and attitude. But hey, if you are a white male eauropean you won't have a problem. lol This was so concerning, and management should train staff to give EQUAL good service to ALL people no matter their SKIN COLOR!!! 4th issue the buffet food was bland, no seasoning, and the steak was tough!! It was almost impossible to reserve at the specialty restaurant because you have to reserve the day before and you have to walk to the lobby, which is far from the beach. They book fast, so chances to eat at a specialty restaurant are slim. Long lines at bars, no service at the pool side and snack bar, and the ONLY food truck with vegan options was always out of food that were clearly offered on the menu. 5th issue the Room was ok but had a leak at AC creating puddles on the floor, and the power went out at our room, and no one came to fix it. Luckily, that happened on our last day. Room service also 2+ hours waiting time. WE LOVE MEXICO and travel often but will NEVER stay here again.

Hotel pleine nature. Animations top. Tres discret de la plage

Trop de monde aux restaurants avec mauvaise organisation. Plage moyenne.

Presenta un muy buen escenario para aquellos amantes de la flora y fauna. Muy divertido el parque acuático.

El servicio en general muy precario, la atención de los empleados en gran parte muy desmotivado a servir al cliente.

The employees are phenomenal!! Out going and dedicated the resort and customer experience.

The food, the facilities the lack of communication about what was happening on the resort. Wi-Fi was horrible and their app hardly worked when you could get the WiFi to work. The beach was all rocks!!

El personal muy amable y siempre muy atento

Las instalaciones un poco descuidadas, se nota que los climas de las habitaciones viejos hablé 2 veces para que los pudieran reparar. El inmobiliario se nota viejo y falta de mantenimiento. Sillas viejas e instalaciones un poco descuidadas .

Que tiene muchas actividades para disfrutar en el día, la habitación muy linda, me encanto la fauna del lugar. Los toboganes están muy divertidos y pudimos disfrutar las instalaciones hasta las 5 el día de nuestra salida.

No pudimos reservar para la cena en los restaurantes de teppanyaky ni para el brasileño ( la reserva de hace fisicamente no por la app) ni para las actividades principales porque las reservas se llenan temprano o se hacen con un día de anticipación la comida en el bufete con poca variedad y un poco viajas las instalaciones de los mismos.

I came back after 10 years to sandos , I like the place because is a family orientated .

I was a bit dissapointed about the buffet , there were some flies in the food which put me off to eat in the buffet .

Spacious rooms, great air conditioning, Japanese restaurant excellent, concierge excellent, wonderful seeing all the animals.

Being very much in the jungle, it was very humid and there were unpleasant odours at times from the swamp. Buffet breakfast required queuing to get in. Check in and check out both laborious and no air con in the lobby. Parts of the site quite tired looking.

Quick ride from airport. Staff friendly. Cenote was beautiful experience. Variety if pools.

Due to animals within resort, the pathways were dirty. Room service plates/cups would be left outside of room and animals would grab leftovers, break plates, leave mess. No cleanup. Room service would take upwards 1 hour to deliver. Take long to get through and order would be missing items. Food would be warm from sitting out in a cart on way to being delivered. Food at restaurants were out (flies and heat). Not air conditioned for July temps. Phones stopped working last few days and never fixed. Check-In took almost 2 hours.

The staff was very king and with a big will to help. The activities, the shows were fantasic. I really enjoyed tactivity of mindfullness in the bature and swiming in the reiver. It is very safe place for kids.

The food was not so great. Need to be improved.

great location everything was spaced out adequately beautiful scenery and wildlife

The resort was fine but not great. The kids enjoyed the pool and the waterpark and it was definitely convenient and the jungle setup was quite nice.

The staff was not particularly friendly or helpful and the restaurants were very average. While we appreciated the convenience the food wasn't worth it. We had some issues with our room (AC constantly stopping and the bathroom flooding, they were attended to a couple of times, but not fixed).

I like that you could come anytime of the day to eat..the location was good..

I didn't like the variety of food..every day was the same food..you only had bacon once and the second time was mostly beacon crumbs..really need to work on the food menue and flavor not really good..it would be good to switch the food menue

The food wasn’t the greatest, including the reservation only restaurants.

Location, Aqua Park and the pools

food and service is bad, beach is rocky and not swimmable

Multiple eco activities on site (river snorkelling, animal spotting and caring), coatis and spider monkeys are wandering around, evening shows, aquapark, private beach

Staff is "americanized", tips are expected everywhere you go. Difficult to get something from them. Difficult to get booking into restaurants, and where there is no need to book, they always found some excuse why not to let us in (with 2 small kids). Beach bottom is not child friendly, stones, need to have swimming shoes

Beach not to friendly, kids activities great, room was very good.

Food not that exceptional

lots to do from nature to party lots of food choices clean friendly staff

hard to get specialized dinner reservations hard to get towels no snorkeling gear to wear in cenote

so much to see and do especially for the children in the group

nothing. it was amazing

the animals , wildlife very pretty

they didn’t have enough bars , the bartenders did not know the drinks beach needs to be cleaned

Activities, resort doctor, kids club

Main pool too crowded. Organization around meals are absolutely horrible. Ppl are lining up outside restaurants for an hour before dinner time, mening that if you don't waste your time in the line you don't get a table for a few hours. Mening the kids won't get no dinner before bedtime. Once you headed for a restaurant you can't just go for another since the place is huge and it will be to far to walk from one remote restaurant to another. I don't know why the restaurants aren't just open all the time? If they were this problem wouldn't exist.

the environment, animals, monkeys, cenotes, aquatic parc

the cleanliness , the lines for eat, the impossibility to make reservations for restaurants à la carte

The location, the kid friendly vibe, the rooms, the resort and the attempts at being eco friendly.

The resort was advertised as vegan friendly with specific vegan options. However, the experience was exactly the opposite. The resort was sorely lacking in vegan options, the staff were confused as to our vegan requests, the restaurants were extremely meat heavy, which is NOT vegan friendly and HORRIBLE for the environment. The only option for vegan options for room service was a tiny fruit plate or vegan tacos. The bars used simple syrup instead of fresh fruit. The 24 hour options for vegan food were slim. The staff did try to accommodate our vegan requests to the best of their ability. However, there were very few options. This resort should absolutely NOT be advertised as vegan or eco-friendly unless they change their menus completely. The poor deer and farm animals "in a sanctuary" are not far from their factory farmed animal peers in that they are in eternal jail. The deer have no room to run and look depressed. They were literally sleeping in mud and had no where to go! The same for the farm animals. At least they are not at risk of slaughter, but they need much more freedom. The poop in the farm animal "sanctuary" needs to be cleaned much more regularly. There were tons of feces everywhere! The check in process was absolute hell. We waited for hours and learned this is a regular situation. It was completely unacceptable.

location was great. the unique resort that is located in a jungle. The variety of activities. The animals that walks beside you.

The food was average. Not that bad, but not something special. the basic room was not good, old and dirty.

Monkeys! Other than the rooms the grounds are well kept.

Check in SUCKS! At least 1 hour, but since we were early we had to come back at 3 (no early check in is possible) and wait another hour for our room. Hasn't had a business center since covid but still advertises they do. (I needed it while there unfortunately). And be prepared to walk miles just to wait in line for seriously mediocre to inedible food.