Excellent!

We had good time, enjoyed staying at the hotel, great service, nice hotel.

I had a great experiance. This was my first all inclusive trip and it exceeded my expectations. My only complaint was that I brought my parents with me who are locals. I felt the difference in service as they werent offered the tour or were greeted in a friendly way. The valat staff immediately requested tips. Other then those odd looks towards my parents the experiance was great.

Front desk service is terrible. Extremely slow

Been to many resorts in Mexico by far this resort felt more like going to a time share . Every morning they have people walking around with guest on the property trying to sell time share. At their restaurant the waiter might come up to you and say your room has been chosen for a free upgrade for a lobster dinner or a free bottle of wine and then you find out they have charged $450 US dollars just for the lobster and $150 US For the wine your room account. Very sketchy the way they try to upsell you even at the restaurant when you already have all inclusive. They will try to make you pay extra at check out. While I was at check out every single person that came up the had extra change on their account that wasn’t approved ! Honestly it was horrible the way they try to get you to spend extra money . On the positive side the food was great. Did only have 3 real restaurant and a taco bar . The room was nothing special at all they sure make it sound amazing on line and in the pictures. While we were there for 7 days they were only able to have a show one day since the other 5 days it rained in the evening but this resort didn’t have a back up plan to have the show inside. Most of the employees don’t speck English at all and I feel like that might be some of the issues with them trying to sell stuff on top of your all inclusive! Don’t fall for it if they tell you “it will cost you nothing “ over all guys go to a different resort

This is a rather expensive all inclusive resort with little to offer. Very limited dining with mediocre food, very limited activities and the location is inconvenient. The room service takes minimum 1 hour. The custodial staff is very good and pleasant, however front desk and most restaurant staff borderline rude and not helo.

food weren't that good. Always a long waiting time for dinner. Not enough staff around.

You are provided a $350 credit to spend on additional services of your choice. When the stay is done they charge you a service fee for the same amount. There is no prior warning from front desk or restaurants. It is not mentioned anywhere on the paperwork. It says additional service fee for spa and wine. Nowhere does it mention food. I vacationed with 2 additional families and we ended up paying over 1000 pesos in fees for using our “free” credits. Extremely disheartening.

some tower does not have elevator, very difficult to walk up 6 flights of stairs. Shortage of staff, always a long kine waiting for service.

I have been to many resorts in PVR and this was my worst experience. I’ll start with check in, it is unbelievably slow and annoying process to check in, the staff is super slow. It took one hour 25 minutes to just check in. The room was not clean, we found make up stains all over our bed and called the room service to come and change and they would convince us that they do room cleanup only every 3 days. With difficulty we were able to have the bed sheets changed which was ridiculous. We got the all inclusive package, 2 rooms and both rooms had no snacks and no beverages in the fridge. We called several times and asked for beverages and for two days they didn’t fill up unless we randomly saw the worker with a cart and asked them to provide us the drinks. During the night times expect to hear loud noises of cart wheels from all over the corridor. The staff moves their carts and makes loud noise which woke us up several times. Another issue was noise disturbance from our neighbors and the way the resort handled was terrible. Our Neighbours had loud music and were singing and screaming until 12:30am, I had to call multiple times and physically go to the lobby and ask them to intervene. Lastly my whole family got sick from the food, kids got food poisoning, stomach pain, and were vomiting for the last 3 days. Had to go to urgent care today after coming back to US. The list goes on but characters of the review is limited. In short I do not recommend this resort.

Poor staff, rude. Checkin was horrible, no elevator gave us a room on 6ht floor without elevator and never inform us. Everytime we dine in one of the restaurant we had to wait 1.5hrs to 2hrs. The italian restaurant always closes becuase of the rain, they should have put the restaurant inside and not outside. Staffs were rude, customer service was poor.

Front desk staff are very slow….. Building #2 had no elevator at all and they’ve gave my mom a room at 6th floor (she is 86 years old) !!! Have to talked to the manager and got her a room on the first floor after an hour :-((

We were very doubtful about the food there but the service and food were above our expectations. Jorge who worked on the beach serving food and drinks was amazing. He anticipates your drinks, brought water right away. There was a day that there weren’t any umbrellas for the chairs available and he had them come bring three of them for our group of 7 people. Customer service was excellent all around but Jorge stood out with us and other people vacationing as well.

The property’s great. The staff were very attentive. We loved it. The only thing that was unpleasant was the drawers below the tv in our room. They smelled like rotten fish. We couldn’t use them. We informed housekeeping but it wasn’t anything they could fix. Needless to say, we kept it firmly shut during our stay. During the first day, we had to ask housekeeping to re-mop the floors. They were dirty. We also didn’t have conditioner in the dispenser. They did eventually handle those two issues. It was a pleasant experience.

Property was excellent. Loungers around the pool were a challenge with lots reserved but not being used. We had a $350 room credit and we were not told it could not be used for tips. Overall excellent property though

Worst experience in a loooong time Restaurants ran out of food Room was available until 6 pm No elevator to rooms Remodeling of restaurant during meals Loud and unseeming Not what we had experienced in the past in this same hotel Will not go back

Great facilities, excellent service and food.

Elevators not working

The pool and beach access was pretty good but tainted by we thought we booked ocean view. When we spoke to the front desk they said they could put us in a ocean view on the 7th floor but the elevator was broken. We would need to walk 7 floors every time we left or returned to our room. Was a huge disappointment.

We were put on 6th floor with no elevator. When requested, they said there is no elevator in that building and other buildings do not have any rooms available. This is not something any family with kids and elders would expect. We climbed 6 floors multiple times in a day which caused our elders some back pain and other issues. This is a terrible service by resort and there was no sorry or regret from the front desk.

Staff was helpful and friendly

There was only 1 breakfast place for the entire resort to attend to.

Food service was very slow, especially during dinner. Elevator did not work and when I asked when it was going to be fixed they stated it was going to take four months. Our room was in the seventh floor, we asked to be moved and we were only moved down to the fifth floor. Not a horrible place, but I would not stay there again.

Their wifi does not work. Little entertainment, no music playing or very low by pool area. Food was good but no buffet except breakfast. No reservations needed you have to wait if they are full.

No DECAF coffee in Restaurant. We were told snacks in our room would be restocked but never were. But everyone was very friendly and nice

Had a great time with the family, the place we had was spacious and had many amenities. The only thing I didn’t like was the fact the elevator during the time we stayed.

Customer service people were not very helpful and always had attitudes. Nothing many places to eat by the time you get to dinner everything’s already booked However the Servers were really nice.

The best

Property is beautiful, and staff great, the cleaning is on point they clean the rooms twice the rooms are nice and cool, great place to bring your kids, my only complaint would be that they only have one buffet in the morning open and it gets pretty crowded, for dinner also it gets crowded in the restaurants, when you arrive they tell you, you have credit of 300 dollars in the resort to use be careful they will charge the service fee separately when you check out!

This is great family oriented property. It’s very safe and quiet. Although there are only four restaurants for all inclusive they are all decent and you don’t have to worry about reservations. The reception desk does take a little long. I would come back .

The staff were AMAZING during our stay. Any issues we brought up were quickly handled and they always followed up to be sure we were well taken care of. We would definitely stay at this resort again, and we would recommend it to anyone. We had the all-inclusive package, and it was worth doing it that way if you eat a lot and/or drink a lot. One suggestion would be to make it even MORE clear what is and isn't covered in the "all-inclusive" portion.

Amazing resort and amazing customer service