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
26166 reviews
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Jan 14, 2025Misleading
This resort changed its services and offerings without notice to its clients. They no longer offer room service at all- they got rid of it in November 2024 with no notice to their booked guests. We booked in Sept 2024 based on the offerings- paid for penthouse in the adults only section and were moved to the family section. They removed all the best parts of this resort for couples, with no options to cancel. Just not ok.
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Jan 10, 2025Great Resort with a Serious Problem
Jan 2nd to 9th with all our kids and grandkids (10 in total). I want to start out by saying this is one of the cleanest resorts you will ever find, and the staff from top to bottom are terrific. Even with cats, coatis, racoons and monkeys roaming around, you hardly ever see stinky evidence. They do a tremendous job at keeping things tidy. I will keep this short. The shows are top notch, the grounds are great, the people are great. Activities for the kids are terrific- always something for them to do, and they aquapark, kids club and shallow pool are all staffed by great people, and is safe for the little ones. This resort meets 5 star criteria for everything.....EXCEPT THE FOOD! The pool hotdog stand is lined up from when it opens til when it closes, usually at least a dozen people waiting if not more. All the buffets have very limited selection, don't get restocked often enough, and the reservation app is terrible. we never did get it to work. It is such a shame the food situation sucks so bad, because the staff and grounds are second to none. Everyone is helpful, polite, and they do their jobs well. It just seems the entire food department needs to be completely thrown out, and redesigned from scratch. I've been to a lot of resorts, and I am not a culinary traveler. All I want is decent food to soak up the alcohol, and give me energy to do other stuff. But this resort seriously misses the mark on it's food. it's a shame, but solely because of the food, I cannot recommend this resort.
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Jan 09, 2025
Disappointing
I have travelled frequently to Mexico and this hotel needs to improve on two major points 1) the beach is NOT usable. There are so many rocks it is hard to access. Also the sargassum is too much and it smells bad 2) the food is NOT good unlike what Mexican food usually offers. The hotel is otherwise pretty and clean but we will definitely not come back here.
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Jan 08, 2025Beautiful resort set in the jungle
Overall, this is a fantastic resort. It's set in the jungle surrounded by beautiful biodiversity, including vibrant plants, and interesting animals (monkeys coati, agouti, peacocks and iguanas) and ceynotes. What I liked best about this resort -Surrounded by incredible biodiversity -Many walking trails throughout the resort -Rooms are very spacious and clean with many convenient amenities like a filtered water jug, iron, hair dryer, large umbrellas -Lots of activities like bike tours, sensory walk, tennis, pickle ball, ceynote tours, pool games -Access to three pools (the water park, the main pool and a quieter pool). Select and exclusive members have access to additional pools. Lots of seating around the pools -White fine sandy beach, with lots of seating. A bit rocky at the shore line (beach shoes came in handy) -Many bars serving lots of different kids of slushy drinks -Buffet food was very good (three to choose from: international, Mexican and Italian) -Many activities down the beach (not related to the hotel), like jet ski rentals, parasailing, catamaran, hair braiding etc. Some of these you can also do through the resort What could be improved -It was impossible to book at the a la carte restaurants. Booking opens at midnight and even booking at 12:01 could not get us a spot. -On new years eve, unless you pre-booked at a restaurant (the buffets even required a reservation) there was nothing to eat. The menus were not kid friendly, and we did not get an opportunity to book a restaurant, so we had to forgo dinner that night; which was very disappointing. -The buffet schedule was often incorrect showing buffets open when they were not -The nighttime entertainment started at 9pm which was too late for us
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Jan 07, 2025
Lovely experience with some cons
My family and I just returned from this resort and we had an amazing time. We travelled with a 1, 4, 6, and 8 year old along with my 85 year old Nana. As we travelled over New Years it was a high time for the resort with a full capacity of at least 90%. Here is the break down of our experience: Rooms: The rooms are very spacious and were great for a family of 4. They have bunk beds for the kids which was awesome. If you are used to sleeping with thick blankets be prepared because all they provide are sheets. At the very beginning they did a great job of cleaning our room but as the week went on they began to slack. Fridge stopped being stocked (even with a good tip), our water jug wasn`t replaced when empty (had to ask several times) and either was the coffee. The AC in our room stopped working as the week went on and there grew a very strong musty smell which caused mold on the walls and ceiling of our room. A lot of reviews talked about how the rooms were run down..I feel that this is because the villas are surrounded by greenery so there are areas of the hotel that look unkept due to being in the forest. Every morning we had the cutest monkeys all over our balcony which the kids loved! they love bananas but if they see one they will become a little aggressive to grab it so be careful. We were throwing them out to watch them eat one. If you don`t have food they are very friendly. Food and Restaurants: WARNING--you will NOT be able to book an A lacarte unless you stay up until midnight....The booking is done online and is not available in their system until 12am. If you don`t book right at that time then forget it because nothing is available. We were able to book one a lacarte and could only accommodate 5 of us an we were a group of 11. We were extremely disappointed by this and spoke to the manager of the resort who did absolutely nothing about it. All of the buffets were great with great service.They even have a candy bar for the kids at each spot which they LOVED. The Mapache serves breakfast which was unknown to a lot of guests so it was a great spot to go! Pools and Beach: The beach is beautiful but the water is so rocky that you can`t really go in. Water shoes are a must if you want to try. We were able to find a small spot on the other side that wasn`t rocky and also shallow where we could swimming with the kids. The main pool is a blast! The entertainment team are so fun and engaging. They had lots of games for the kids and adults to play at all times. The main pool has a pool bar and bar on the other side as well. All staff were great! Lines were a little long given that it was a high time but they were working very hard to keep up. We didn`t check out any other pool other then the main pool. Lots of walking so bring comfortable shoes. I was getting about 15,000 steps a day which isn`t something that usually happens on vacation. I personally didn`t mind as it was a great way to digest all of the food and drinks but if you are looking for a place where all of the amenities are close by then do not go here. You just have to be prepared with a beach bag and to bring all of your items with you everywhere. Shows: The shows were AMAZING! They did not disappoint and the kids loved them. Be prepared that they don`t start until 9 so if you are planning to have the kids partake a nap may be a great idea to incorporate into your days. The resort has a beautiful lagoon of water to snorkel in which was a lot of fun. The waterpark is a fun spot too with lots to do for all ages. Overall we had an absolute blast and there was never a time where the kids weren`t engaged. I highly recommend going to this resort with kids as long as you can have an open mind about some of the cons.