General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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.
A price may display when children stay free, if your vacation includes transfer to your hotel.
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
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.
Hotel does not guaranteed bedding, It is on request based on availability.
Customer Ratings & Reviews
TripAdvisor Traveler RatingBased on 2896 reviews
Verify, Verify, Verify!!!
Good and Bad. We had a great time and met some new friends...AFTER all the hassle at check in and trying to get exactly what we paid for and what we were told that we would receive. READ EVERYTHING that you paid for before you go! All-Inclusive covers more things that you know......and some things you think are covered..ARE NOT!!!
Great place for a family trip with kids!
We stayed at the hotel in a group of 12, it was an overall great experience. The kids pool was great, kept them entertained for hours, beach was lovely and rooms were spacious and comfortable. Staff was extremely helpful, and although we had some inconveniences (air conditioning, food orders, etc), they were always ready to assist. Our special thanks to Aida and Angel from reception and manager, and Raul, head of F&B who even coordinated an exclusive dinner party for the group!
I visited this resort with 3 friends in June for a holiday, we we’re blown away by the beauty of this resort, even the main foyer is amazing, the resort had a number of beautiful pools and at night it looked so pretty lit up. The down side with this resort is that it’s very isolated, we did manage to hire a car which was easy enough to drive around to cenotes, we did have some beautiful meals here but also some very average ones. A let down for us was that when we booked this hotel we got told we would receive $250 USD to put towards upgrades or spa treatments within the hotel, but due to the name change when we arrived they had no idea what we were talking about even though we had it on our booking confirmation. They gave us a coupon book for 10% off wine or activities which was no use to us. All in all we enjoyed our stay here it is very relaxing and I good place if you want to do nothing but relaxing
The service....the food....the staff.
Beautiful resort. We had such a lovely room on the beach. We loved everything about the place. The food was fabulous and the staff were amazing. We would certainly considering going back. Must stay in the Sian Ka’an side.
We arrived at the hotel and were given a room in the Sian Kaan section, this room had a connecting door which we specifically asked not to have when checking in, after not much help from reception we asked our rep who moved us to a more suitable room. The room is large with an open plan bathroom that anyone entering can see you standing at the sink butt naked, the toilet door is a frosted glass sliding door which doesnt close fully and there is a clear bit of glass from the bedroom that you can see anyone sitting on the toilet through if you are in the room. Mini bar nicely stocked. 9 restaurants but only 2 open a night (1 if not on Sian Kaan side), menus minuscule choice, and you play roulette every night walking round trying to guess what restaurant will be open.... Entertainment non existent - if you dont like it, you can always pay for a cab to get you away from the hotel for the night, otherwise its iPads at 21.00 in the room every night (wifi is good). Listening to a piano and a mariachi band every night is tedious. Hotel being rebranded - workmen everywhere, banging and drilling, plasterers and painters by the pool all day.....the hotel should be shut for Health and Safety Reasons while this is being done. Bars emptied out and desolate. Being told by guests at the hotel next door that they have loads of choice and entertainment and are having a brilliant holiday didn't do much for our morale. We wont be back.