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Hotel overview
Located on the white sands of Playa del Carmen beach, 35 minutes south of Cancun International Airport, our resort is close to all of the best attractions and adventures on the Riviera Maya. Enjoy the restaurants, nightlife and shopping in downtown Playa del Carmen. Tee off on championship golf courses. Explore ancient Mayan ruins and eco-theme parks, and enjoy scuba diving and snorkeling in the turquoise Caribbean Sea. Or just relax in our modern architecture surrounded by cenotes and the Yucatan jungle.
Location
Quintana Roo, MexicoProperty information
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Hotel details
Hotel advisories
General policies & fine print
Ratings & reviews
TripAdvisor traveler rating
18023 reviews
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Mar 18, 2025Mostly great with a few issues
Very beautiful property and well maintained resort. Lots to do, plenty of eating choices, great entertainment. Scenery is great and the staff is very nice and helpful. Breach is nice but kind of rocky, wear your water shoes! Could have better communication in form of a welcoming package on arrival or in the room. We no idea where the restaurants were and what time they were open. We were able to ask questions and get answers but it would have been much easier with a detailed packet of info. If you speak English and want to watch TV in your language you are pretty much out of luck. Our TVs only get news, sports and FX. Granted, we weren’t there to watch tv but on the one rainy day and at bedtime it would have been nice to have more choices. We tried to change the language on the TVs but it didn’t work. They sent a guy to help us and he barely spoke English and was worthless. Bring a laptop or whatever and stream if you want to watch anything good. Room service takes a while and there is a delivery charge even though it was “all inclusive.” There are other things that aren’t “all inclusive” either but most things are included.
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Mar 18, 2025Great family trip and resort! One big drawback.
Great family and friends trip overall! The resort and amenities are great. Friendly staff. Had a Men's Facial for first time and Miguelina has made me a believer!! Super relaxing and combined with the Hydrotherapy and friendly guidance of Aldo, this was a highlight for me (birthday treat). Koko in the buffet (Flavors) always took care of my family and had sometimes did special balloon animals for my 4yr old daughter. We did the ice bath and sound bath lead by Alan which we also would recommend. The kids activity center staff were amazing, Crystal and the rest. The one issue with this resort and a big one is definitely the restaurant situation. The idea of reservation is kind of lost here. Heard different reasons as to why this is... whatever the reason it definitely should be improved. For us, we're simple eaters and wasn't a big deal but it really could be a deal breaker.
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Mar 18, 2025WATCH OUT with reservations
BEWARE! We booked a trip directly (paid in full up front) with the resort. The trip was supposed to be fully-refundable if cancelled more than 7 days before the trip. Trip was scheduled for March 23, 2025. Our group had some issues, so we had to cancel, and that was done on January 29, 2025. We were told we would get full credit within 20 business days. We have sent several emails to inquire and made several calls and have been told only that the credit is "in process" and may take a while because it was booked with a group and three different credit cards. On March 3, 2025, an email response to my third or fourth inquiry was that the credit will take longer than the 20 business days originally stated. Per the reservations agent, "I have already contacted my finance team to follow up and provide any updates or details they receive from the bank. I truly wish I could handle this directly for you, but unfortunately, banking processes can sometimes be complicated. If you prefer to file a chargeback with your credit card, I completely understand. In fact, the bank will likely see that the refund has already been initiated and may expedite the process." Two people in our group were eventually credited last week after disputing their charges. As of today, March 18, 2025, at least 34 business days after the cancellation, I still have not been credited with the largest pre-paid amount, even though I also disputed the charge. We were planning on re-booking here in the future as a group, but in light of these issues we will definitely look for a different resort. Horrible customer service and very untrustworthy.
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Mar 17, 2025
Another great week!
Just spent another week at this great resort! This time, we had another family with us and we had children ranging from 11 to 17 years old. Everybody had a blast. The food was amazing and plentiful. We were able to make reservations as part of our membership, but I know this can be limited. The buffet at night is always a great to back up. The beach is great as well and there’s plenty of snorkeling under the dock/pavilion with loads of fish. The grounds are well kept, and the wildlife is plentiful. The rooms are spacious and we stayed in buildings 500 and 800. One word of caution: you cannot reserve the beach or pool beds in the morning unless you remain with your personal belongings. They are watching this closely and will move your items if you are not with them. A big thank you to our ambassadors, Larissa and Frank. Our pool ambassador, Bernabe, we had an incredible rooftop dinner, courtesy of Israel and Chef Matteo. And lastly, our excursion snorkeling, complements of Conrado, was amazing.
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Mar 17, 2025
Fantastic will be back
Wasn’t sure what to expect as saw a few poor reviews prior to coming.I went with my 2 daughters and we thoroughly enjoyed it,seriously didn’t want to come home. We booked for 2 originally then added my other daughter and were charged as much for 1 booking as for 2.Very poor communication about this from Tui. We arrived to what we thought would be a 2 bedroomed suite but the room had one king size bed and a bed settee.We did ask to move to a room with 3 beds but were told this would be a downgrade. I’ll take this up with Tui as when you pay a good price for 3 people I don’t think this is acceptable. The aesthetics of the resort are fabulous best 5 star I’ve experienced.The grounds are beautiful and are so well maintained. There apartments are grouped together around pools and a jungle boardwalk divides them. A short walk takes you through another walk to a beautiful pool and beach. Staff are fabulous and go out of their way to look after you. All the food was fabulous however if you don’t get out by 630 pm and book somewhere you could be eating late or end up without a booking. There was always the buffet restaurant which was great but noises and busy. We managed to eat at all the restaurants,they were all fabulous particularly the Italian. Drinks were lovely especially the spicy Margaritas !! Breakfast was amazing and loads of choice of fresh fruit or cooked breakfast/pastries. The wildlife was especially nice to see,monkeys and raccoon like creatures. Rooms were comfortable and cleaned daily Entertainment in the evenings was of a high standard but it was a shame as it was difficult to get seats in the evening. We had a great time people watching the sometimes very drunk families dancing with their kids ! We did a trip to Tulum with with a spot of snorkelling with the turtles which was fab, Our rep Kyle was amazing and couldn’t have been more friendly and available for advice. He was even there to see us off in the bus at the end of the Fab resort would 100% return