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 fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating14960 reviews
We always enjoy dinner at Don Pablo
This is a gourmet restaurant serving chateaubriand, rack of lamb, fish and seafood. I love the "garden salad" which resembles a garden and my husband enjoys foi gras. The restaurant is wonderfully cool, elegantly decorated and displays nice art. Add good service and this is why we always come back.
We booked 2 weeks here for our 3rd visit as we love this resort. As per the normal format we were emailed prior to arrival for any requests. We asked for a quiet room as my husband finds sleeping difficult when there is noise. On arrival we were given a lovely welcome by the privilege club and set off for our suite. Unfortunately this is where our holiday became disappointing. We were allocated a suite right behind the lobby! The room smelt damp. We asked to move within hours of arriving. It took 40 hours before we were able to change rooms. We were told to have a better room we would have to pay extra! This we felt an insult as privilege members. After two days lost of our holiday as we could not unpack we felt this should have been given to us. The room we were given was a lot quieter but a smaller room and therefore a down grade. Our luggage was transferred however our welcome gift was not so we did not have any of our privileges for our holiday. The fridge didn’t work in the socket so had to keep unplugging the coffee machine so we had a fridge. It was reported but not repaired.No gowns or slippers provided in our room. Food in buffet was cold quiet often. All in all a disappointing trip this time. Feels like things are slipping in Mexico! ☹️☹️
Best hotel I have ever stayed in!!!!
This is by far the beat hotel we have ever stayed in. I would not pick another hotel in Mexico to stay in and will always return here. We had the best time! Had a choice of so many restaurants, we couldn't see them all in the 2 weeks! The food was outstanding, you had a choice of everything. Always hot and so tasty. There was a choice of pools to go around, plenty of sunbeds. Rooms cleaned everyday. Entertainment great. The best part of this holiday was the beach, it is absolutely out of this world. Again, plenty of sunbeds to choose from We normally stayed by the pool in the morning and then casually walk along the beach in the afternoon and lay on a sunbed for an hour or so! Hotel is great for couples, families with kids and disabled people. Cannot wait to return.
Fab hotel, fab people, amazing holiday
We stayed end Sept returning home 5th Oct. Firstly thanks to all Thomas Cook staff that came to work without being paid.... and as we booked premiere seats we managed to secure business class on the homeward flight. Icing on the cake to a fab holiday. Staff - buffet restaurant Carlos, Felipe, Marcela, guardelima, plus others were amazing. They can’t do enough for you. Enjoyed the mimosas for breakfast. The rose wine lovely too. Food could be slightly hotter but there is a microwave if you wish to use. Plenty of choice. Ignore what people say, it’s repetitive, there’s plenty of choice. What do you have for breakfast every day... the same cereal!!! Lunch and evening meal also great. Lots of fresh food cooked for you if you wish. Pools-great entertainment at pool and Carlos at pool bar absolutely amazing. He works so hard and is amazing. Entertainment team are the best. Great games, great dancers (the tall guy with dark curly hair better than the outside dancers). Other quiet pools to use if you wish. Rooms could do with an update I guess but honestly they were fine. Love the short walk to restaurants and pool but can catch the golf carts if you wish Golf carts - transport you between 3 hotels. Brilliant. We often went to Coba after dinner to feel We had gone out for an evening. The carts transport you and stop off loads of places A la carte restaurants- Don Pablo-steak, La Tortuga- Brazilian, mikado-Japanese amazing. Go for the show cooking at mikado. Portifino good. WiFi in lobby area and Akumal bar fine or pay $9 to have everywhere. Will definitely return to this hotel or Akumal. Great value for money.
This hotel is nice but in need of a makeover , which it is getting soon.Had a great 2 week holiday here. We had a Junior Suite with view of pool and the sea , it was lovely to wake up to the view , we were happy with that , the rooms are nice and clean , well ours was but they do need a wee freshen up , but it was clean , hairdryer which worked great , iron , tv and a mini bar which gets stocked daily with beer and coke and Fanta . The main buffet restraunt was ok but repetitive but plenty to chose from , I was just a bit wary of the birds flying round all the time whilst eating dinner 😬 and the restraunt is quite warm , they have fans on the roof but they’re not very good .But when refurbished they will have air con I believe . We booked Don Pablo 2 nights , was lovely , Gran Tortuga was lovely , Brazilian , only our last night in there was roasting as they have no air con and mosquito were everywhere , that’s not the restraunts fault though but the food is lovely . Last we went to Mikado , food amazing but if you can try book Tepanyaki in Mikado , it looks amazing , they fire up in front of you and cook the food , it was too busy I couldn’t get booked but it looked amazing . The main pool during the day is great fun , lots going on and the entertainment team are amazing , they are lovely and don’t stop all day and night , best entertainment team I have seen . The beach is lovely , yes there is seaweed but the guys are there all day cleaning it , they are hard workers . Entertainment at night is great but I missed a few nights as it’s very warm in the theatre but the shows are great for adults and kids . The Hacienda is a wee shopping area 5 mins from hotel , it’s lovely . We went to the other hotels for a look around , they are nice also , we spent a few nights in the sports bar in Coba , it’s really nice . Thomas Cook collapsed when we were there but the girls still came off their own accord to help us , but they had lost their jobs and wasn’t getting paid but still came everyday , I thought this was just so nice of the girls 👏 The privilege desk (time share) are an absolute pain , Tony (the tiger 🙄) Just pesters you all the time , he is a pain , if I say NO I mean NO . The waiters , cleaners , bar staff are all amazing , hard working people , always has a smile . While we were there my friend we met had her camera and phone stolen from her room , she felt the hotel didn’t do enough to help as they wouldn’t call the police , yet 2 days later the camera and phone miraculously appeared 🤔 I heard about this a lot in the hotel but we were fine . Mosquito everywhere but it’s that time of year and you are near a jungle 😬 Lastly a big big Thankyou to Nicolas Lopez , General Manager , we have had a few bad years and went here for a wee break with our niece , this guy bent over backwards to make our stay special , what an amazing lovely guy , thanks again Nicolas for everything . Once this hotel has a makeover it will be amazing 😀