I will start by saying I absolutely love this resort. I've been here 11 times and my wife and I got married here in 2015. We return once or twice a year and always bring friends and family with us. Nearly everyone close to us has had the Fiesta Americana experience because we rave about how awesome it is. However, I will explain why I only gave 4 stars for this current trip. FACC does an excellent job recognizing loyalty and remembering the guests that return for multiple stays at the resort. They provide a VIP experience with personalized check-in, upgrade options, free turn down service, delightful surprises left in our room, etc. This year's group all received this extra service except one of my friends, which I felt was a bit odd so I simply went to the front desk to ask if he happened to get overlooked. What happened next is the absolute worst service I've ever received from FACC. The front desk employee, Gracia, didn't even give me the time to ask a simple question before she began shaking her head and saying no. I felt as if maybe I didn't explain my situation correctly so I tried to reiterate my question when I got the same response. Before I could finish again, she interrupted me, said no multiple times and said there's absolutely nothing she can do for me. Her only added information was that my friend booked through Expedia and nothing can be changed on the reservation. I know this to be false because I almost always book through Expedia and this, of course, has nothing to do with hotel loyalty. To keep myself from getting upset I just said okay and walked away.
I took a moment to gather my thoughts and decided to re-approach the front desk to give it one more shot, This time I was greeted by a gentleman that was unbelievably welcoming and empathetic with the situation. He took the time to listen to my concerns and responded with a simple, "no problem, sir, let me see what I can do for you." He looked up the reservation and asked me if I could wait a moment while he went in the back and spoke with his manager. I said yes and he returned to inform me that the VIP was just missed and they would fix it immediately with no problem at all. I said great and went to retrieve my friends. Upon my return to the front desk, Grecia was back and she, AGAIN, tried to tell us no. This, of course, immediately embarrassed me in front of my friends because I just told them everything is fixed. This time her tone and demeanor were unbelievably rude. She was very condescending and talked down to me that I had been misinformed and the reservation is locked in. She asked again for the room number, which I already provided twice, and looked up the reservation one more time. Here is where it gets really good. She said, "there is no reservation in room 330." Why you ask? Because the friendly gentleman had already changed it while I was away for a moment and the upgrade had already been completed! At this point she realized what happened and her whole demeanor changed. She followed through with the upgrade and we went on our way. Grecia is the absolute worst employee I've ever experienced at any hotel. I understand people have bad days and maybe something could have been going on that I'm completely unaware of but the way I was treated and talked to made me nauseous. She was rude, condescending and just downright mean to me and my group of friends for no reason at all. Especially since the problem was easily resolved by one of her colleagues in her absence.
Anyway, this one experience is not reflective of the resort as a whole. The other 99.9% of the employees at FACC are extraordinarily friendly and welcoming. From the second you step foot on the property, you're treated like family. To quickly list some of my absolute favorites, Pedro, Felix and Sandro are awesome bar tenders, Hector and Fernanda provide an amazing welcoming experience, Josue (Chelito) is an impressive chef, and Gabriella and Raul will keep you entertained at the pool.
My negative experience does not change my view of Fiesta Americana and I will continue to be a loyal guest for many years to come. I just hope Gracia finds a better way to communicate very soon. If you're having trouble deciding which resort to try on the endless list of hotels in Cancun, give Fiesta Americana a try. You won't be disappointed.
Wonderful hotel, food, staff, service, beach... everything was ultimately great and fantastic. We enjoyed our honymoon in Fiesta Americana Comdesa Cancun All Inclusive. We’d go definitely to this hotel agin...
Awesome price for the trip. Friendly staffs who are willing to help. Lots of good options for lunch and dinner. Loved the fast service and good food. Wish there were more shows or activities throughout the day.
"Annual Cancun visit"
This was our first visit to the Fiesta hotel. It is a large complex of restaurants, bars and pools, very beautiful. The staff is great. My only drawback is the bathroom is wide open and right next to the entrance door. The toilet is in a small enclosure with a glass door, the shower is great but also a glass door. Opposite the shower is the sink in front of a glass wall with mirror. There is absolutely no privacy in the bathroom. We were told that all the rooms are the same unless you upgrade to a suite. Also there is a Kerrig coffeemaker with 2 k cups. When we asked for more the manager said we would have to buy them and only conceded when my husband refused to back down. There is a small refrigerator but no microwave which I would have liked to heat water for my tea. I was able to get tea in the gift shop deli but they soon ran out of tea.
They do have 2 pools the upper pool is heated which I loved along with Gemma who delivered drinks.
"best vacation ever"
different temperature in different pools, try all of them find your favorite.don't miss small coffee shop inside of souvenir store( amazing). Property is very clean.Staff is amazing. Food very good and very beautifully presented. love this place.close to everything
Enjoy a family style vacation experience with complete vacation amenities when you stay at the Fiesta Americana Condesa Cancún All-Inclusive resort. Our Cancún destination property offers an unforgettable vacation in an elegant and traditional Mexican architectural setting with services and facilities. Treasured memories begin at the Fiesta Americana Condesa Cancún, where our guests enjoy an all-inclusive, family-friendly atmosphere featuring complete accommodations, dining, drinks, entertainment, and a range of cultural, recreational and sporting activities, all included at an affordable fixed price.
Our new restaurants offer Mexican and International cuisine 24 hours a day, making it the only hotel in Cancún to take you on a culinary journey through all the regions of Mexico. It's also the only All Inclusive hotel in Cancun and all of Mexico that truly celebrates the traditional culture of Mexico.
The All Inclusive vacation concept provides new things to discover and do, new sensations to feel and the modern amenities to make sure you are always comfortable. The memories of the flavors, aromas, details, surprises, traditions, experiences and rich culture of Mexico will stay with you long after you go back home. At the Fiesta Americana, everything has been created just for you - and everything is included. All you have to do is be yourself, share the good times with your family, have fun with your friends, and do as much or as little as you care to do.
The opportunities are endless, with fun and convenient activities for every member of your family. Nothing is more important than doing what you want and enjoying yourself, without worrying about anything, since everything is included in the upfront price - the room, food, drinks, arts and crafts and a wide range of activities at the hotel. And of course, you can always select additional activities and amenities to make your visit even more exclusive. The elegant hotel features contemporary Mexican architecture, including one of the largest and most impressive thatched-roof ''palapas'' in the entire country. There are cultural activities, arts and crafts and sports programs to keep you constantly entertained, plus time to relax and soak up the Mayan culture, enjoy the Caribbean sunshine and groove to the international ambiance that settles in after the sun goes down.
Hotel's rooms are 100% smoke free.
We remind you that the check-in time is from 3:00 PM. Check-out is at 12:00 PM. We suggest you use our express check-out service.