Location
Riviera Maya - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Hotel requires a debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - Spring breakers are not allowed. Minimum check-in age is 21.
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
26131 reviews
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Dec 10, 2024All for the Aesthetic
We spent 3 days at this resort for a friend's wedding. Aesthetic/Rooms: The natural element of the resort is beautiful. The adult club penthouse room was quite large and very comfortable. The animals throughout the property make for a very memorable experience. Tours/Activities: Most activities have a very selective availability. If you don't make it to the eco activities booth by 8:15AM, you will most likely lose out on the opportunity to experience your choice of activities. Nevertheless, we were able to do: Sensory Experience, Jade River Tour, and Romantic Boat Tour. Out of this entire trip, the Sensory Experience with Jesus was my favorite element of this resort. Highly recommend. Food: I was disappointed at the lack of flavor in most of the food. I assume this is to curve the picky eater complaints. A better solution may be to provide better food in all the restaurants and just leave a buffet for the picky bland eaters to have their American cuisine. The Elite restaurant (open to all for dinner) was the best for dinner, and we did enjoy the tuna tartare at La Jungla for lunch. Drinks: Honestly, the drinks were terrible. The only thing that didn't taste watered down was the champagne. This was the most disappointing part of our experience. CheckIn: The check in process was slow and quite scammy– they were extremely pushy if trying to get us to sign up for their Elite membership, which is just another timeshare. The reason this hotel has high reviews is because the staff basically forces you to leave them a 5 star while they watch over your shoulder. The river and cenotes are covered in algae, they could use better care . The requirement to make dinner reservations at midnight and the small amount of space for tours makes this a lot more stressful than a vacation should be. TLDR: Overall, we had fun, but felt that the food/drinks were extremely subpar for the amount we paid. The hotel was very beautiful and we appreciated the natural elements.
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Dec 10, 2024Great place for families
Honest review. This place for the right price is definitely worth it. Some of the previous reviews I read are correct. The a la carte bookings definitely need some improvement but we woke up around midnight every night to quickly book and we were able to get everything we wanted. Two of the days we woke up right at midnight and there were no reservations available so it seems like when the hotel needs to black it out they will. But luckily the other days we got all the restaurants we wanted. We also didn't have any hot water in our rooms. I'm not sure if that's normal or not. It wasn't ice cold, maybe room temperature so it wasn't too awful. I still gave it 5 stars because none of the cons affected our overall opinion of this place. It definitely has the potential to be way better but I would still consider coming back again one day. We came recently with 3 families. We all had a great time and I will list the pros and cons below. We all had the family penthouse suites and the rooms were huge. The beds were very comfortable and the pillows were perfect. The double bunk bed on the bottom was a nice perk. My only issue with the room were the sinks are too high in the bathrooms so my 3 and 5 year old couldn't reach on their own. But nothing can be fixed about that at this point. One nice thing about our room was that we were the last villa before the beach so it was nice and close. However Friday night until 5am all we heard was the base from music. Seeing it's also a family resort 5am seems crazy! Not sure if it was from our resort or one next door but it kept me up on and off all night. Finally at 4am I called to see when it's stopping and the guy just said "I don't know" and transferred me to a hold line that no one ever answered. So don't get villa 20 in case there's a party on the beach or something. Everyone we encountered spoke English fairly well and were all very pleasant. Towels were sometimes empty but if you go back 30 minutes later they have them restocked. I also really loved that there were so many chairs everywhere. So there was never anyone saving chairs early. There was always room. There's lots of shade options everywhere too which was perfect for us. There isn't a tram or anything so be prepared to walk quite a bit but we loved that! The place is pretty big with lots of nature so the walks were enjoyable. As for food. The Asian teppenyaki is definitely a must! So delicious. We tried all of the a la cartes except the Mediterranean and all of them were awesome. The buffet once was a little stale but there was always good options for the most part. The Mexican buffet was the best one. It was always fresh and delicious and a cool atmosphere. The Italian buffet we did once for dinner and all the food was amazing there as well. There's a taco place too that's always open making fresh, yummy tacos. I wish they allowed you to take them to-go though but we asked and they said sit down only. Odd. My only complaint about food was that there aren't a lot of to-go options to bring back to the room while the kids napped. Only burgers and hot dogs. They need more grab and go options. Also when we booked, it said included was 24 hour room service but I don't think that means food because when we got there the menu said room service for elite members only. Overall pros: -Rooms clean and comfy and cold a/c -Food delicious and drinks were premium liquor (lobby bar makes great Martini's) -Shows were entertaining -Kids club was awesome (but they need to update online their schedule because it's not the same when you get there) -Waterpark was huge and kids spent hours on the medium slides (the big ones were closed for the first half of the stay but they were too small for them anyways) -Beach was warm and lots of shade and chairs. Kids had lots of sand space to play -Cenote was so cool to swim and the trails were very enjoyable for walks Overall cons: -No hot water in the rooms -Beach very rocky so bring water shoes. We swam in the ocean still but it's waist level for most of it. You can find the odd dip that gets you to your neck. -Not enough quick snack to-go options -A la cartes need a better booking system (but there are multiple buffets so you'll be fine either way) If you book this place don't be scared by the negative reviews. It won't be perfect but it will still be a great vacation overall. The place is huge so you will never be bored. All the main things you want in a vacation will be good. As long as you aren't a snob and go with an open mind I think you'll have a great time!
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Dec 09, 2024Spend your money on a different hotel!
My star rating is as follows: 1 star - no hot water for a full 10 days and an offer of compensation that was insulting. 1 star - not getting the room that we paid for but the room we had was a nice room. The above influenced my overall star rating, the management and hotel supplier need to sit up and take notice. The resort needs some investment. 3/4 star - the food and drinks. I'd recommend water shoes for the beach, which wasn't as bad as some reviews make out. 5 star - the jungle / beach setting and the animals. I've never seen so many different animals in one place, including large lizards and a snake. __________________________________________________________________________________ The Good The animals and jungle setting are amazing, I would have given the setting and location 5 stars. The staff were really helpful and are up against how the hotel is managed and maintained. The Elephant Bar served the best drinks, so a big shout out to them. We were there for Day of the Dead and this was well worth seeing. Not once did we have to get up early to reserve a sunbed, this in itself would be a 5 star rating. The buffet was OK, what you'd expect from an all inclusive hotel. The restaurants were nice, although having to wait up until midnight wasn't much fun. The Bad The hotel is generally in a poor state of repair and I put the blame for this on the management team. The staff are doing all that they can, I feel sorry for the check-in desk as they get the most complaints. I found the drinks too weak but they had Bacardi so my wife was happy with this and I then started drinking Johnie Walker with ice. The UGLY! 1. We didn't get the Royal Elite room that we booked and paid extra for. The hotel maintain that we were given an upgraded room, this may have been the case but it was minus the RE status and pool/sea view. The hotel and tour operators (in our case Thomas Cook) need to sort out their website descriptions, in particular if the room has separate bedrooms. 2. For the whole 10 night stay we had no hot water, it wasn't even luke warm. Reception tried their best but we were constantly told it was being fixed, when clearly it wasn't. I wrote to Thomas Cook and was offered compensation from their supplier HotelBeds, considering we had 2 rooms, the compensation offered was an insult, hence my one star review rating. Mexico was amazing and on reflection we had a really good holiday. I wouldn't go back to this hotel but would definitely visit Mexico again.
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Dec 08, 2024
Great entertainment
Very nice resort with lots of entertainment, Yeye is an awesome entertainer, he’s just a vibe. Very funny and outgoing. Food was great and hospitality was 7/10. Would definitely come back with my family and kids after this one being just a girls trip.
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Dec 07, 2024
Still no refund
I posted a review in October. I was told then that I would get reimbursed for 2 days that they didn't communicate with me. Their response was that it was take a couple days to be reimbursed. 8 weeks later and they have just stopped communicating or doing the refund. Again, spend your money elsewhere where there is better service.