Excellent customer service, clean! They go out of their way to make sure you are taken care of! More personal attention than the larger more commercial sized hotels give! My husband & I were very pleased & will return!
My family takes a trip out the country ever year there is a total of 12 of us and I have to say the first 7days were more that me and my family could EVER Dream of customer service was above and beyond room was amazing we wanted as a group to do the timeshare and return again units the last day my son and his partner were told to either stop showing affection or get out the pool unacceptable...............at this point I talk to the manager and let him no how very disrespectful that was and how unhappy it made my entire family I asked my son if he could forgive the situation because we did want to return my parents first time here and thay Loved it and would like to return next year he said no so we will not be returning in future
Very good place to vacation in Cancun. Clean, good service, good pool, fine location, good food service. The only thing they could address would be having more English - speaking channels on the TV system (1 only - CNN International), but it is Mexico, after all, and English is not their national language.
"Average, old, small resort"
Pros: great room AC, clean room, fresh linens, daily housekeeping in room, small balcony (w/ 2 chairs and small side table) overlooking pool and sea (#319). Equippped with dishes, glasses and silverware. Laundry facilities free on floor (your own detergent)-we didn't use so can't say how efficient washers/dryers were. All staff are nicely uniformed.
Cons: unattractivelydecorated lobby full of desks of time share sales people (thankfully we appeared to not be their target audience as they never approached us). It seems that their majority of guests are large Mexican family groups. The lobby definitely does not make a good first impression. Don't know how useful their concierges are as they get "kick-backs" for their referrals. Check - in time was supposed to be 3:00-we arrived before 2:00 and hoped to be able to get in our room early but were kept waiting for a room until after 4:00! Elevators are small (4 passangers) but seemed adequate. Upstairs hallways are wide with travertine floors and kept well buffed. Our room was a small studio with little table and 2 chairs and beds but no lounging furniture such as occasional chairs, sofa, etc. Small refrigerator, microwave and sink. there was only one bathroom sink and it is in the studio. Tub/shower and toilet are in separate room. Bathroom fixtures are old, drains are slow and all woodwork painting needs to be re-painted as it is very sloppy. Outside: pool never looked clean as there was always a lot of tree debris floating on water; 1 hot tub and water looked gray/dirty and the next morning I saw it was drained so there was evidently a problem. Plenty of lounge furniture both in sun and shade around pool and by beach area. Towel card system worked fine and towels are large and clean. Both pool and hot tub are lacking steps to get in/out. In fact, there is an absence of railings/handrails on all steps throughout the property-we are fairly agile seniors but found it a bit of a challenge. We are owners of Hilton Grand Vacations Club and were surprised at this property as it isn't up to the level of most of the Hilton properties we have seen. There was a RCI Gold Crown sign at the front desk but absolutely no mention of Hilton anywhere.
Restaurant: had some lunch and dinners at the on-site La Palapa; food average service very disjointed but lovely setting at water. Please change the music mix though: every time we were there we heard Cyndi Lauper's "Girls Just Want to have Fun" over and over!
Location: from what I have heard it is on the section of the Hotel Zone where the surf isn't as rough as at some other hotels on the long side of the zone. Neighborhood seems old and the resort, we were told, is one of the first hotels in the Hotel Zone. Selecto Chedraui supermarket is about 2 blocks away and has everything you might want.
Could not have asked for a better experience, everything from the service staff, the hotel, the food was fantastic. They made sure we had anything we needed and that we were comfortable. The went above and beyond in every aspect. The waiters in the restaurant were exceptional and every meal was fantastic. The staff at the front desk helped us out with travel plans and made arrangements for travel and trips for us. Every person we met went beyond anything we have experienced before. They were all fabulous as was our vacation.