This was my first time staying at this property in Cancun.
Room: Check-in was a breeze with Violeta at the front desk. She gave us the best garden view with partial view of the ocean. The room was very clean and ac worked great. One day I forgot the ‘Do not Disturb’ sign on my door and housekeeping stopped by in the evening to clean. (Without me every having to call them!) The minibar was stocked every day with waters and beer. I even saw them spraying for bugs one day. Wifi worked great, never had to login daily.
Grounds: The grounds and pool were very clean and plenty of beach chairs and pool chairs for everyone. You never felt cramped. There was some construction on the property but it did not interfere with my trip.
Restaurants: Breakfast was good, no complaints. Enjoyed lunch at the cantina, grill and Cevicheria that had views of the ocean. Dinner at the Mexican and outdoor restaurant was excellent. I used my $50 daily credit one night to put towards a lobster dish. Be sure to make reservations at San Telmo. Try to avoid the 9pm sitting as you don’t get sat for 25 minutes and dinner is served at 10 pm.
Staff: Amazing. THANK YOU to Jack Condesa and his activities team for entertaining me every day. Especially enjoyed the painting of ceramic skulls, bracelet making, beach volleyball and crazy games. Something to do every hour. The service staff at the pool was excellent-thank you Diego, Jose and Alvaro.
Only one complaint and it was the spa. I booked a 50 minutes Swedish massage. The spa must have just changed their audio as the music piping in the background was very loud and it sounded like a speaker was blown out. The massage was ok except for hearing random metal items dropped outside my door. The massage was good but it was very hard to relax with all the noise. I had a much different experience at the Grand Fiesta Americana Coral Beach.
I will most definitely be returning to this hotel and look forward to all the renovations. Highly recommend this resort.
"Hotel price increase by £2000"
I booked my holiday through travel republic at their advertised price and then I received an email to say my booking couldn’t be processed because the hotel published the incorrect prices and the price had gone up by £2000 for my entire stay. I had already booked my flights and now I am expected to pay and extra £2000 if I want to stay at this hotel. Travel republic are saying it isn’t their fault and it was the hotel that published the incorrect prices on their database and the live prices were incorrect. I feel totally let down by the hotel.
"Perfect spot to rest and be spoiled"
The staff definitely makes this hotel! The food was FANTASTIC! Our hats off to Chef Felipe Verde, Mesero Oscar, Sommelier Ricardo and to Hostess Fabiola and Joany. JJ and Raul took care of us at breakfast with service well above and beyond - then Gemma was at poolside with a smile to make sure we had whatever we needed. There were four of us and each of us felt like royalty for a week! THANK YOU ALL!
"Do NOT stay here!!! Worst service ever!!!"
No AC in common area like lobby or bar. Was forced to pay $120 as a fine for something that was not previously explained or given a warning for. The layout of the hotel is horrible and makes no sense. We arrived an Thursday and wanted to reserve Xochimilco excursion however was convinced by the staff to wait till the next day in order to attend presentation and receive a discount, the staff guaranteed we would not have an issue with reserving the following day and that the presentation would only be 1.5 hrs tops. Fast forward to following day... presentation was 3+ hours long and by the time we were done no more availability for Xochimilco. Worst service ever.
We stayed first week of September with a family of 21. Amazing experience staff was very accommodating setting up tables so we all have mead together. All staff was very friendly went above and beyond to make you feel at home. Food was amazing especially the steak house a definitely must try. Overall we had an amazing memorable trip.