Location
Riviera Maya - Beach{{title}}
Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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 Rating
8011 reviews
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Dec 07, 20241st time solo traveler
Had a great time. Food was very good in the buffet. Liz the hostess Helped ever morning with my needs. Spa was relaxing and they where very helper with making me feel relaxed. Enjoyed the nightly shows (for the ones I went to ) Fire show was very good and the pirate show
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Dec 06, 2024Don’t go
Resort and grounds very nice and grounds were well maintained. Yes there are wildlife no they are not problematic. No there arnt animal droppings all over. Food - you won’t starve but it is in no way 5 star , breakfast options consisting of left overs from dinner the previous night. Colette station good but what hotel can’t make omelettes. Dinner again ok some better than others not 5 star food or close. Italian was inedible food served cold and just not nice. Drinks - good drinks good selection. However they serve in plastic cups really grated on us. Yes not a big deal but on an evening I don’t want my drink in a plastic cup and consistently had to request in a proper cup. Entertainment - the sister hotel has great entertainment both day time and evening this hotel does not. The theatre is lacking plastic chairs in a freezing cold room on a small crappy stage. Go the sister hotel totally different yet this resort is meant to be better ? Evening entertainment not great few shows live music. Atmosphere lacking. The whole feel of the plaza is very uninviting no sofas to sit no comfy chairs. Rooms - big spacious cleanliness is an issue it’s to the point of disgusting. I’ve attatched to photos so judge for yourselves I’m not the type who expects daily bed changes but I do expect a certain standard of cleanliness. Overall the hotel is just ok personally I wouldn’t be back I don’t think it’s good value for money at all . The sister resort is much better. This hotel Lacks facilities, it’s advertised as premium in but dirty rooms, and mediocre food is not 5 star luxury or platinum as advertised by Tui ! Staff were very nice and the beach was nice and maintained
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Dec 05, 2024
Very disappointing, never again
We stayed in room 5201, and it fell far below expectations. The room was not clean—there was sawdust under the sofa, stains on the floor and walls, and the sofa itself was broken in one spot, causing it to collapse when sat on. I didn’t feel safe using the whirlpool bath on the balcony due to its poor condition, including missing jet nozzles. The balcony itself was large, but the railing was loose and needed urgent repair. The shower heads were rusty, and there was mildew on the grouting. To avoid the filthy floors, we had to wear the provided slippers just to keep our feet from turning black. I understand that dust can accumulate, but mopping the floor should be basic upkeep. Simple tasks like wiping down the vanity unit and bedside tables were neglected by housekeeping, and we were left with marks from previous guests, which I ended up cleaning myself. The bed was incredibly noisy, creaking as though it might break, and it sank in the middle. Clearly, it needs replacing. The entire room had a musty smell, and our clothes felt damp throughout the stay—likely due to the humidity. The hotel should consider investing in dehumidifiers to improve comfort. The food at the buffet was frequently lukewarm, and on several occasions, there was no microwave available to reheat it. We also tried going to the buffet at different times to try and get freshly cooked food but even then the food was still lukewarm. At the onsite Rodeo Grill restaurant, we were horrified when a cockroach crawled out from under the birdcage seating, thankfully my husband had quick reflexes and threw it over into the water. The service was extremely slow, taking 22 minutes just to receive a drink - albeit there was just one server to the 4 occupied cages. We were already on edge, worried about more insects showing up and ate the tasteless, lukewarm food quickly. While we understand there are insects in the area, we certainly didn’t expect to encounter them at the dining table. The best meal we had was at the onsite Teppanyaki restaurant, where the food was cooked in front of us, ensuring it was hot and full of flavour. The service we received at this restaurant was outstanding. We don’t consider ourselves overly fussy eaters, but we do expect hot, well-prepared meals. Additionally, despite staying for seven nights, no fresh bed linen was provided, and the linen was never changed. I know this because my mosquito band left a mark on the sheet, which remained there the entire stay. We also never received fresh pool towels after Wednesday, even though we made multiple requests. The mini-fridge in our room was often not restocked, and when it was, we were given an excessive amount of water—7 bottles in one day—despite leaving notes and a tip. Also, here’s a tip for others: leave the cupboard door slightly open to help the fridge stay cool. If you need to use the lift, be aware that it’s often out of service. We had to carry our luggage down from the third floor, and despite calling the bellhop for assistance, no one answered. By the platinum pool, the loungers were scarce, and good luck securing an umbrella for shade. If you want one, you need to place your towel by 7am. The loungers themselves were uncomfortable, with thick metal frames and a 3" mattress to lay on that made it impossible to relax. The pool bar service was disappointing—the young lady walking around the pool serving drinks was rude unless you tipped generously for every drink. This is not how service should be, especially when you’re staying on the platinum side. The barman, however, was friendly. The beach was lovely and was constantly being swept/cleaned by staff to keep the seaweed at bay, as I was getting bitten a lot by the sand flies we decided to stay around the pool (I'm a walking buffet for mosquitos and flies). Yes, I used repellent and many other concoctions like citronella soap, Avon skin so soft etc. We don’t mind tipping, but it should be at our discretion, not something expected for every service. Furthermore, our booking with Tui clearly stated that tips and gratuities were included, so this felt like an additional, unwelcome pressure. Overall, our stay was disappointing. This hotel is nowhere near the 5-star standard Tui claims. In our view, it’s a 3-star at best. We tried to find a Tui representative to voice our concerns, but there was no one available to speak to. While I acknowledge that this review reflects our own experience and others may feel differently, given the cost, this holiday was not worth the price. Sadly, this was our first and last time in Mexico.
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Nov 30, 2024MONEY TAKEN for a change BUT NOT GIVEN BACK
On my last day,Nov 24, past midnight, I saw Yamir who at that time at the Frontdesk. I gave my US$100 asking for a change, he took it and said he'll be back in 5 minutes but he didnt show up after 20 minutes of waiting. The other person who came said that Yamir wont take your money, it looks like they were protecting him instead of investigating. I was so disappointed. Every guest in that hotel should be protected and secured inside the resort, the management should do something about it. Yamir should be investigated from these and my money should be given back; hoping this will not happen to other guests, hoping for your immediate action regarding this matter.
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Nov 30, 2024Exquisite massage experience
My mom and I had side by side massages at the spa. They were both incredible. Really relaxing but also hard enough to work of some of the kinds from the hard bed. Gracias Mari and Diana ❤️🫶 The rest of the hotel is great! The buffet food is awesome and has something for everyone. The desserts were incredible. There are pool/beach side snack bars through the day for like fries, hot dogs, guac and chips. The campus is so huge that you never have to worry about finding a deck chair, they have plenty. There is a lot of of loud music coming from the pool for most of the day - but this usually stops as soon as the sun goes down. Overall, very good hotel. Would stay again 10/10. The wildlife were a plus in my books : coatis, cats, iguana, deer and I think I saw an actual raccoon…not just a coati. Either way, I enjoyed trying to be friends with them!