Hotel overview
Property information
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Hotel details
Hotel advisories
General policies & fine print
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 fee are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
***Important information for our guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Ratings & reviews
TripAdvisor traveler rating
13395 reviews
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Sep 13, 2020Last time here. Most dangerous hotel for families. Stay away!
We’ve stayed here multiple times in the past 10 years, this is our last time here or at any Melia property. This “high end” brand does not take security of their guests seriously. My family was attacked by drunk partygoers at the nightclub, reported this and the hotel did absolutely nothing to make sure my family was safe. After this incident, the same gang members kept threatening my kids in the public areas and still no action from the hotel. We called the federal police to have them look into this but everything seems to be swept under the rug, the hotel probably “takes care of the issue” if you know what I mean. I guess the rates have dropped so much that the hotel has no care or control over who stays here and they clearly do not have a policy to keep families safe. Not the same place, stay away and keep your family out of there.
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Sep 04, 2020Wonderful 25th anniversary trip
We came to celebrate our 25th anniversary. Stay in Royal Service ocean view room. The room was perfect, great view and cold AC. The restaurants were very good, (we really enjoyed Enzo) we especially enjoyed being able to have food served to us at the pool. Some special employees were Joel, Oscar and Daniel the pool restaurant manager (I believe) along with our butler Galdino. We didn’t use our butler much because we never really knew what we wanted to do from one minute to the next; we aren’t the plan everything out couple however he was always available by text if we had specific needs. He reserved Bali beds for us a few times and that was really nice. We never had trouble finding chairs at the pool. We didn’t see much evening entertainment but what we did was nice. CoCos was a fun place to go before dinner and have drinks. We did however see some locals (staying at the hotel at that time) taking advantage of a young couple, so just be aware. Long story but thankfully it turned out ok for the couple. Thankful we were there and paying attention. The staff did handle it well after realizing what was happening as well. The Royal Service pool was a great place for relaxation, grab a float and enjoy your day. The hotel was very clean and we were not hounded by any vacation club employees. We used the hotel photographer for some anniversary photos and they were pricey but beautiful. Rosa Negro is right down across the street and is SO GOOD, make a reservation and try it. We took the bus in to the restaurant area and shopped and ate, always feel safe. This was right before COVID hit big in the US and we began to worry a little when we would turn on the American channels and it was all doom and gloom at home but thankfully that was at the end of our 10 day stay so we made it home with out incident.
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Aug 31, 2020Beautiful but Major Problems.
We stayed in the Royal Service area, and my friend and I each had our own rooms. When my friend arrived, they left her waiting in the Royal Service reception area for a half an hour before taking her to the area she had her room. Not a good way to start off. The pool attendants and waiters, especially Joel, were fabulous! However, the food throughout the rest of the property was hardly befitting a place where they purport to being 5 star. The Asian restaurant had the smallest dim sum I had ever seen, which was ok because they weren’t worth eating anyway. The worst part of the trip was when my friend was startled by a man verbally and physically abusing his female companion outside her room. When that was reported, I asked if the abusive man was escorted off the property and our concierge’s response was that he’d stay because he paid for the room. There was another fight earlier in the day by the pool. Not exactly the well heeled clientele.
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Aug 25, 2020the best hotel in cancun
It is a beautiful hotel, excellent service, the spaces are magical when entering the hotel and you are relaxed, because there is a lot of tranquility. The beach is very clean, in the restaurants the food is very delicious and the service at the beach, pool, restaurants and the bar are very agile. excellent space for children perform many activitiesv that entertain them.
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Aug 24, 2020
Love love love this hotel!
The hotel is beautiful and have tropical vibes everywhere. Blue and clean ocean , so warm and beautiful . Great food and best service ! Entertainment was good at the evening , but not so much during the day. Overall we enjoys this place.