Wish you were here?
LocationCancun - Beach
General policies & fine print
Ratings & reviews
TripAdvisor traveler rating14542 reviews
Front desk supervisor Darwin was a gem and made our check in a breeze. The rooms are decent, outdated, every time the air turned on the closet light turned on all night. The food is basic! The steak house manager Gabriel was absolutely professional, accommodating, kind and welcoming. (only good food in hotel) Gabriel made sure we were taken care of at all times. Daniel Rodriguez and the other young waiter were professional and prompt! The lobster at additional cost was well worth it. (My husband had a lobster n steak every night for an extra cost) Thai food was horrible, Tacos were edible and pizza was ok! The spa facilities are on the older side and run down. The facilities to include the jacuzzi and hydrotherapy did not have steps or ladder nor rails to go in or out of. (slippery and not safe) They were all out dated. A massage from Ruth and Menerva were beyond great. Karina the lady in womans locker room was very attentive and professional. The pools and Jacuzzi were all out dated. We will not be returning!
Decent stay but will try others
We are completing our stay at this resort. We will have been here for five days and four nights. There are some high points about this resort and some low points. Our comparison is to the Grand at Moon Palace at which we stayed last year with our kids. Now, they are at different price points and I’m taking that into account as I complete this review. The Grand @MP was almost double the cost. The high points are that the staff is quite friendly and nice. The hotel is a quick walk to the beach. The food was decent. I saw reviews in which the impression left is that the food here is a true culinary experience. It’s not. It’s solid but not spectacular. Of the sit down restaurants, San Telmo was good. There is no need to spend the extra $60 to whatever extra to order the upsell menu for the ribeye, cowboy or other cut. The chorizo steak was on point. Also, the upsell item at all the restaurants were clearly marked. The pools were fine. For the price point, I would have given this place a four rating, but here are the issues that we had. First, there were maintenance issues. Our door lock stopped functioning on the first day. It took about an hour but it was eventually fixed and the batteries had died. No big deal. However on day three, our door handle on the inside fell off. We complained that night but it still has not been fixed. We also paid extra for the plunge pool (imagine a square pool meant for about 2 adults or about 3-4 kids just outside your room). Well, the jacuzzi function didn’t work. The kids club area was very small, limited and really needs a makeover. I’m not sure what the people saw who complemented the area were smoking. We went there for an hour and said we would not go back. The people who worked there were nice and sweet. The kids pool area was small and the slides were really meant for toddlers. For kids above kindergarten, it was too small. Again, our view is colored by the Grand because it was similar to a water park and the kids club was a mini-arcade. But, price point was almost double. Another issue is that the food choices were somewhat limited. The dessert place really offered only ice cream and churros. It was only open from 3-10. The next door coffee shop had some pastries and cakes, which were good. But, besides the cafeteria, there were only a few restaurant options. The cafeteria/buffet had multiple options. It was solid but not great. You also couldn’t bring food from cafeteria to room. It was weird. Room stocking and cleaning was hit or miss. Some items were restocked and others were not. Some towels were replaced and others were not. I’m not sure if this is a supply chain issue or a Covid-after effect. My last issue was more administrative. On our first night after the kids had already settled down for bed and I was about to sleep, we get a call from the front desk that I needed to present my CC again. I had booked this online directly through the hotel using the card. They took a picture of my Drivers License and my credit card when we checked in (which took almost 45 minutes and not offered any welcome drinks). I explained that we were already going to sleep but they insisted that I bring it “now”. They were not rude about it but insistent. I understand that American Express wanted the card swiped for safety reasons, But, please wait until the next morning. I try to keep in mind that things are different post-Covid and supply chain issues, but this is the end of the summer and the resort had all summer to iron out issues. We sat through one of the sales presentations to purchase a loyalty discount package and I spoke frankly with the sales representative. The resort is decent but not great and definitely not somewhere where I would tie myself down for a few years. If we received a super cheap rate for this resort, we might consider coming back because Cancun is a very quick flight for us. Otherwise, we would try some of the other resorts.
Best night bartenders & servers! Highly recommend!
The night time bartenders Ivan, Pedro, Rosalando, and Alonzo are amazing! They made our trip so much better! There are 10 people in our group so sometimes it can be hard to accommodate, but they made sure to provide us with the best service- even when it was busy. We highly recommend everybody to go see them for a great time. They will make everything fun for you! We really consider them as our friends. We are for sure going to come back to this hotel just to see them again! The waiters Oswaldo, Elisio, Linda, Cessie were amazing at getting us our drinks when we weren’t sitting at the bar. They made sure to come check up on us to see if we needed anything. They are very sweet and took care of us very good. Highly recommend them to serve you if you’re not sitting at the bar. Eladio is the best host you will ever get when eating at the breakfast & lunch buffet. He will take care of you & your party! Having a party of 10 can be hard to accommodate but he made sure we were able to sit together & took care of us like his family. He would constantly come check up on us & made sure that were satisfied. When going to the buffet, make sure to look for him! We all love you guys very much & will try to come visit you guys soon! #chinitos2022 - Ashley (Kevin’s friend)
Amazing experience we are ready to go back!
Staff is extremely friendly and accommodating Food and drink options are delicious Soooo much to choose from Massage on the beach was exquisite Ask for Sarah, Paulina, Alejandra or Minerva We extremely safe Very clean, beautiful Spanish architecture Staff went out of their way to make sure my daughter had the best birthday Laundry service was reasonably priced Entertainment kept the guest laughing Seafood restaurant by the pool was the best !!! Ice cream in the i e cream shop was delicious!!
The minute we arrived we were greeted and made to feel like royalty Spa experience was exquisite had a massage on the beach that was perfect ask for Alejandra, Minerva, Sarah or Paulina love this hotel