Location
Riviera Maya - BeachProperty Information
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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
954 reviews
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Jul 26, 2024OK, but for all its size there isn’t that much to do. Especially for kids.
We have just returned from 2 weeks here. I would give it 3.5 stars rather than 4. To summarise the main points; First of all, this place is BIG. It’s about 3 hotels on one site so there are literally thousands of guests. I felt it lacked the friendliness of smaller resorts - people don’t seem to mix and if your kids are looking to find holiday pals here then it isn’t really that kind of place. There are so many guests that you can see people one day and then never bump into them again The staff are mostly really good, welcoming, friendly and hard working. The rooms are clean and tidy. Be aware that the tropical climate means it can get humid and damp and that can make the rooms smell a touch musty at times. That’s normal for AC’d rooms in this climate though. Entertainment is pretty good. There’s a dance group who put on different shows every night. Just be aware that if you’re not early then you’re going to be sat at the back of a very big theatre. The shows are best viewed from the front rows but you need to be sharp to get them. The pools are good. There are about 4 of them on site and they get very busy. Usual thing with people putting towels down on loungers early in the day in the prime shaded spots. The beach isn’t the best. The hotel remove the seaweed but it still gets a bit smelly and dirty. It’s also quite shallow - more a paddling beach than a swimming beach. Don’t expect pristine blue Caribbean water. Check the tide times online - they don’t alter the shore much but the water is much cleaner at high tide. We were in the Kids club but my main issue with this resort is that, for all its size, there isn’t that much for kids to do. The ice cream parlour and small splash park are fine for an hour or so, but other than that it’s a bit lacking. We have a 6 year old only child who likes to make holiday pals but, as mentioned, it really isn’t a good place for that and he was frequently bored which was a shame and the main reason we won’t return here. Overall we had a good time, but for all the size of the place we had hoped for a bit more variety in things to do on site. It was really our excursions that made our holiday - Chichen Itza, the Xel Ha Waterpark (brilliant) and the Pirate Boat in Cancun. We booked all these through Tui and the organisation was very smooth. If we hadn’t done these then it would’ve been a fairly boring holiday due to the lack of variety on site.
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Jul 20, 2024Food allergies
We came over from Scotland with our two young kids. Mostly we had a good time and there were many good points to the hotel. Pros : The lobby area was lovely and the grounds with all the wildlife were beautiful! The pirate restaurant for kids was really good and my kids loved the pirate shows they had on. The ice cream parlour was lovely too. Rooms were a decent size and had enough space for all of us to stay comfortably. Cons : On first arriving the lift smelled like damp as did our room. There is only one lift in the whole of the family club block which isn’t ideal when you have a double pram with you and it feels like you’re walking in zig zags back to your room. I think there are only one or two lifts in the main building also and we seen a lot of elderly people struggling up the stairs. Allergens : my daughter is severely allergic to milk, two epi pens need to be carried with us at all times. The signs on the food in the buffet were labelled incorrectly. Certain things would say “vegan” with no milk sign but clearly contained milk. I pointed this out to the chef who just said “yes it contains milk”. We stuck to “safe foods” for the two weeks. I also have coeliac disease and whilst it was fantastic they had some gluten free cakes/cookies it was the same scenario on the food labelling. Things that clearly contained gluten didn’t have it marked on and when asked if it was gluten free I was told no, it did in fact contain gluten. Please be wary if you have food allergies! Pools - the kids pool has a little pirate ship which the kids loved however the whole grounds around it felt unsafe and unclean. The grounds had no tiles and just uneven concrete that looked and felt very tired and worn to walk on. The little play park was tiny and in the grass which ended up swampy with the pool water mixing with it. The whole outside of the family club looked dated and in desperate need of a repaint. On two occasions animals had done their business next to the kids pool and when staff cleaned it up it was simply thrown into the bushes next to the sun loungers. The main pools had hardly any shade and felt quite unclean. Lots of bits floating around the pool and at the sides. Shop - the shop is absolutely extortionate! $36 for suncream and $36 for a packet of allergy tablets. Bring your own suncream/insect repellent or any medicines you think you might need. $12 for a small pack of sweeties and $10 for a red bull! There is a 7-11 just a 20 minute walk outside the hotel which works out a bit cheaper. Overall we did enjoy our stay but I think for being a “family club hotel” we expected a little more for kids. However we totally embraced the wildlife and the beautiful grounds that the hotel is built upon.
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Jun 17, 2024
Not 5 star !!!
Not a 5 star resort by any stretch of the imagination. If this was a 3star resort then we would have been satisfied but as it’s 5 star I found it lacking in almost all areas : • food quality in buffet was good but the a La carte restaurants were terrible . They were soulless- based in the main reception, all the same size and shape so just felt like eating in a shopping mall food court. The worst of all were the “pop ups “ located in the old poolside bar - these were so bad it was funny ! • no shade available at most pools - this is a safety breach in my view given the temperature it reaches in Mexico . The kids pool had some shade but not above the “play area” or little tables set out for them with made it pointless as couldn’t be used . • no toilet at kids pool - sure you can imagine the result of that !!!!! • lounger areas at swim up pools not cleaned and more than once I had to ask for puddles of stagnant water with rubbish floating in it to be cleaned - came as a shock to the poolside cleaner who preferred just to wander round all day • beach just so covered in seaweed it was not useable - in hindsight I wouldn’t go to this area of Mexico again because of this , it’s definitely not a beach holiday- less the hotels fault but really detracted from the enjoyment and it stinks and getting in the sea is very difficult and unpleasant • rooms clean but really really dated and furniture in poor conditions • the grounds are lovely but there is nothing in them - I usually expect little drinks stands or icecream stands etc in a resort this size but there is zero • very little to do at night - entertainment limited and not great • staff ( other than a couple ) showed no customer service at all and were very inflexible on anything - zero ownership of anything that went wrong & needed a manager for anything slightly out of the norm • pricing structure very confusing and you need to upgrade to different bands for all sorts of access / service . This takes away from the AI concept and I wouldn’t go to a resort that had this tiered approach again • considering this is 5* and a kids resort I would expect soft play , games arcade , bowling …… anything really for kids to do ! I could go on and on but ultimately lots of people seem to like this hotel but I think it’s a case of expectations management. If you are used to true 5* all inclusive then I don’t think this would be for you . It’s also not cheep - so we could have gone to a proper 5* resort for this price .
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May 31, 2024Family holiday & engagement
We booked a family club swim out room and you will not regret spending that bit extra! Our children were 3 & 4 they absolutely loved walking straight into the pool from the room, it also meant not having to go too far to the loo! However put towels down as the floor is extremely slippery when wet! Bunk beds are an amazing addition as I am not a fan of them sharing a bed and there is a curtain giving each other a dash of privacy. We were able to watch tv once they were asleep. The kids loved the water park and all the little touches for children are adorable, like the little loungers and pool toys and bath bits, slippers and robe! They felt super special. The shows were brilliant, everyone we watched was very entertaining! The staff were all amazing and friendly. We often used the pirate buffet for breakfast and the ladies who were there always welcomed us and acknowledged the children, remembering their names and what we liked to drink! These little things make it extra special. We got engaged on the beach here too and had a private dining experience too which was incredible! We felt so grateful to of had such an amazing time! Thank you! We have even booked to come back this August, just gutted the swim out rooms have sold out! Lucky buggers!!!
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May 14, 2024Save your money
The food is inedible and the service is terrible. I understand there's no interest in trying to offer great service if there's no need. The pools are nice don't get me wrong but other than that there are no benefits. Would recommend this place for someone who is looking to get trashed and hang out on a beach but for anyone else I don't see a benefit. Also look at the hotels comments after a guest makes a bad review they don't even seem to care. Once you pay your all inclusive fee they don't seem to care. Either spend more money to stay somewhere nice or just stay home.