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LocationCancun Hotel Zone - Beachfront
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Student Groups (Spring Breakers) are not permitted at Hotel. A student group consist of those that travel without parent supervision or a responsible adult in each room. This could refer to but not limited to high school students or college students booking multiple rooms. The hotel reserves the right to deny lodging to any reservations of this type.
Ratings & reviews
TripAdvisor traveler rating1022 reviews
Wonderful resort and excellent customer service
We had an excellent girls trip! This resort is a little smaller then other all inclusive resorts we’ve stayed at in the past, but we actually liked it better! The resort was a little dated, but very clean! The customer service here was absolutely fantastic. I would highly recommend upgrading to the preferred cabanas on the beach. We loved the service provided by Osvel our waiter and Alex the pool concierge. Osvel knew all our names and favorite drinks. He brought us lunch or whatever we needed right to the cabana. Alex brought us new towels whenever they got too sandy and even cleaned our sunglasses when we got out of the water. The massages at the spa were also great. The hotel check in and desk concierge were so friendly and helpful. The food was good and the pools were excellent. Our rooms had a gorgeous view of the ocean. I definitely recommend this resort! Can’t wait to go back next year.
The entertainment team
The Entertainment team was so enthusiastic and team members Vladimir and Abraham or some of the best employees I’ve experienced on vacation I could say they made my vacation two times better thank you so much. The vibe that the entertainment team provided was so much like a family and not like a job that they didn’t want to be at it seem like they love their job and they love the people and that’s what made my vacation great.
Lunch at carnival
Chief Juan (ito) is amazing. He made our picky kids food which was not on the menu! Amazing grilled chicken sliders and tacos. We felt super welcome. Antonio was our waiter. He was also amazing to make our kids happy:)
The best vacations!!
One of the best vacations I have ever had !! We came to celebrate our graduation and we had so much fun thanks to all the entertainment staff! (A.B, Joseph, Vladimir and Vicky) they are an amazing team! Special thanks to A.B. the paddelboard and kayak instructor !! Which by the way is also a dance instructor !! We learned to dance salsa! It was fun! We will definitely be back soon! The hotel is surprising, we love the buffet in the morning, here we ate the best omelettes !! Congratulations to the chefs and servers!
Our NOW Emerald stay
Older hotel. Has MAJOR air conditioning issues. Had to be moved to another room -- the hall was cooler than our room. Felt like we were at spring break. So many young people at the pools, getting drunk & acting stupid. Partying & yelling until 2 AM even though everything closed at 11 PM. This is supposed to be a family friendly resort. Went on an excursion & was stopped by 3 employees of the hotel to come into their family jewelry store. What a coincidence! The staff overall was AWESOME though! This hotel is rated as a 6 golden apple but it definitely is NOT! AM Star needs to reconsider their rating. Would not return to this hotel.