The staff was great and food was good.

Could not swim at the ocean, hard to get seating at both pools, and room service food not great.

Incredible location & facilities

Not enough staff & slow service at restaurants. Loud, obnoxious American clientele makes it feel like you’re on a cruise ship. Only a few hours of music per day at the pool - no vibe.

Upgraded to Preferred Service. Preferred Pool and Lounge totally worth it! Nice Jacuzzi with Ocean Front view!

Beds too soft

Nature (which doesn’t have much to do with hotel). Hotel looks nice but needs A LOT OF maintenance.

Disappointment big time! Totally overrated.  1. I don’t know who qualified this hotel as 5* but this is totally wrong! Management , service , food quality was worst than 3* hotel. First of all they charge me and my guest $1K more then my reservation without authorization which is total scam. Basically we paid $1K per night! Which is absolutely absurd. It is not a luxurious hotel. This obviously ruined our mood and I wasted a significant portion of my time dealing with all that instead of enjoying my short vacation. I still don’t know how much and when they are going to refund us. They said it was a mistake . One thousand dollars mistake (out of $2k) - nonsense!  2. No one explained to us what was where in this hotel. We came to the pool and were asked to leave since we are not VIP which we had no idea about and they immediately asked us to pay extra so we can use that pool! I already paid way extra for a hotel like that! It was embarrassing and frustrating. We had to take our stuff and leave.  3. Food was terrible. We could barely find something to eat in all inclusive hotel. Smelly, obviously not fresh fish in a-la cart restaurant, beef that was over cooked and rubbery, flies on uncovered seafood, even quesadillas were so bad - just chewy tortilla with tiny bit of cheese. How’s this possible in Mexico to ruin a quesadilla???  4. Room service - 1h40min we waited for one simple dish. Unacceptable!  5. We ordered taxi with hotel concierge, it brought us to deferent location and had to take another taxi wasted 40 min instead of 10 and $50 instead of $10-$15.  6. 5 star hotel that doesn’t provide airport transportation for their guests - what kind of service is that!?  We only came for 3 days and this hotel totally ruined it! Total rip off. 50 min massage cost $260 , seriously!? Room was always freezing with no instruction on how to adjust AC it was very annoying to ask every time.

beautifully appointed

The staff was excellent, so friendly and accommodating. The room was clean and comfy. Checking in and out was a breeze.

The food was less than expected. The practices and menu at ALL the restaurants needs to be reevaluated ASAP. Room service was trash everytime. I received the safest garden pizza I've ever had in my life in my last night. Unable to eat it. Very sad but the quality of the food was low bar.

Beautiful grounds, nice clean rooms. Room service twice a day, friendly staff

Food was below par, not a lot of variety/choices although the Japanese rstr

staff was exceptional. food was excellent and facilities were very clean.

The Preferred Lounge needs to be updated.It was dark and very cold. Staff was excellent. Also Our price on Booking.com and confirmed by Secrets upon arrival was $4415.31 USD. We were charged $4444. 93 USD on our American Express card. That’s a $29.62 difference. What can be done about this? Need an explanation.