Erin Nadeau
I honestly don’t know why people feel the need to write poor reviews about this place. Maybe they are just miserable and have nothing better to do, or have super high expectations.
I have been in the Customer Service/Travel industry for many years and I have been nothing but impressed since the second I arrived. The staff are so friendly, the service is always served with a smile and so prompt. They will go above and beyond to make your experience comfortable, memorable and worth while.
Out of the many resorts in Mexico I have been to, this one has the best food by far. It’s so fresh and you can tell there is a lot of care and pride put into it.
My husband and I suffered a serious loss before coming on this trip and the staff was so acknowledging and sympathetic towards us. They truly made our trip so lovely. This resort felt so relaxing, quiet, clean and inviting.
I want to especially thank our fabulous server Omar, and Chef Francisco for really making our experience so special.
We look forward to returning!!!
Cheyenne
I booked my stay over one month in advance. I attempted several time to contact the resort before my arrival regarding arranging my arrival and accommodations while I was here. I contacted World of Hyatt who transferred me around multiple times (five times in one call) just to be hung up on by the hotel more than once. This raised concerns for me and red flags about what my service would be like and no surprise, just as I anticipated, the staff is rude and unaccommodating. Or maybe then can be accommodating if you’re not a person of color.. I called World of Hyatt to see how they wanted to handle this and I was offered $1,500 Hyatt points, never a real resolution for what I called about to begin with. Either way, I specified on my reservation that my flight would be arriving at 8:30am CST and requested an early check in. I’ve been traveling since 3am EST. My husband and I are EXHAUSTED. We got here, paid, ate, and just wanted to be able to take a nap so we could enjoy our first day here and per, Jenny, the receptionist and, Hernando, the Supervisor we have to sleep in the lobby until 3pm when a room is available because paying for early check-in doesn’t guarantee anything. The manager was dismissive and uninterested and this was a HORRIBLE start to my vacation. Hyatt does not care and is uninterested in accommodating their guests and I would NEVER stay in a Hyatt brand hotel regardless of how beautiful their properties are.
Andy Brownback
We paid several hundred dollars for a hotel that had no hot water during our stay. I feel like that says everything you need.
The physical hotel is fine but dated. The staff are friendly but stretched a bit thin. There are only a few maintenance workers, so it takes forever to get any help. It took 5 hours and 7 telephone calls to get a crib for my son. The food is either really good or terrible, which may be exciting for some, but I would prefer more consistency.
The beach is very nice, but for this price, you can do so much better.
Fabrizio Garcia
Very nice resort with a lot of amenities and great service. The pools and beach area are very nice. We enjoyed hanging out by the beach and playing volleyball in the sand. The food and drink selection was nice for it being an inclusive resort. As far as service goes, the most memorable employee during our stay was Ricky, who organized the beach volleyball and iguana feeding tours. He was super friendly and entertaining.
The only few downsides were that our room was really far from the pools and beach. Also the check-in and check-out process was a pain! Set aside plenty of time on your last day for the check-out process.
Jacqueline Jesus
This was suppose to be an amazing trip. Let me tell you it wasn’t. I was there last weekend checking keep being postponed several times. I understand hotel is busy whatever but don’t tell me to come back every 15 minutes for the same answer room is not ready. Then we were told out bags would be in the rooms. We get to the room no bags. They asked for $115 US DOLLARS per person for a friend to come to the lobby and say Hi to me. Room was extremely hot at night, coffee maker did not work. They brought in another one still did not work. The staff at the restaurants were very friendly and polite. The customer service was horrible. Take your money elsewhere.
My Booking
