Anji Anj
AVOID AT ALL COSTS – MONEY STOLEN FROM WALLET AND NO ACCOUNTABILITY
This was by far the worst hotel experience I’ve ever had. During a short 2-night stay, someone entered our room without permission and stole cash directly from a wallet that was inside a zipped backpack.
When we checked in, we were asked if we wanted housekeeping—we clearly said NO, since our stay was brief. The next day, hotel staff knocked, and again we told them no service was needed. We left the room for a couple of hours, and when we returned, we noticed the bed had been made. Immediately we checked our belongings and discovered that money was missing from a wallet hidden inside a backpack.
We reported it right away to the concierge, security, and the manager. They reviewed key card logs and confirmed that the same staff member who we turned away earlier had entered the room. Despite this obvious red flag, no real action was taken. We were told they “interviewed” the staff and that was it. No follow-up, no compensation, no accountability.
The hotel itself is outdated and poorly maintained—definitely not worth the risk when there are plenty of safer, better-reviewed hotels nearby. After the incident, we didn’t feel safe even leaving the room, constantly worried someone might come in and go through our things again. Some of the staff were genuinely kind, and we hate to place blame on everyone, but after what happened and how it was handled, we completely lost trust in this hotel.
This clearly isn’t the first time something like this has happened — look through the reviews and you’ll see multiple mentions of theft. Sadly, the hotel still hasn’t taken any serious steps to prevent it or make things right for guests.
I would never recommend this place to anyone. Your safety and belongings are clearly not a priority here.
H
My partner and I had the pleasure of spending 11 days at this all-inclusive, adults-only resort as part of a package holiday with British Airways.
Our stay was nothing short of exceptional. The staff went out of their way to ensure we were comfortable throughout. In particular, our personal concierge, Fernanda Montoya, made every effort to make our holiday truly special.
The resort boasts excellent amenities, including several swimming pools, a variety of restaurants and bars, as well as a spa and gym. The entertainment team worked tirelessly to provide a range of daily activities and events.
As a gay couple, we had some initial concerns ahead of our first visit to Mexico, particularly about how welcome we would feel in Playa del Carmen. However, we were made to feel completely safe and at ease from the moment we arrived, which allowed us to fully relax and enjoy our holiday.
We very much look forward to returning to this wonderful resort in the near future.
Ry
Came here since my usual place was booked out. It was also the best priced for all inclusive that I could find at the time. Honestly, this may have replaced it at the top of my list! The staff was AMAZING, the food was AMAZING, and everything was perfect. I’m pretty picky about my hotels but this one hit everything on my list. There is even a cute shopping area across the street if you want to explore or shop. There are 6 restaurants, all with unique menus. You do need to reserve dinner times, but there is a concierge desk within every hotel structure. Staff was all super on top of things and room service was on time and more than enough. 100% recommending to everyone I know and definitely coming back some day. The only thing that I would recommend for people visiting Mexico (in general) is to make sure to look into seaweed growth during the summer months. I believe it is at its peak between May-October and it makes it difficult to enjoy the ocean. This is not the fault of the hotel as they had people trying to clean it up every day and I didn’t do any research before booking. 1000/10 best hotel I’ve been to
Tyler
Great experience staying here, the service was excellent and all the employees made us feel welcome. The rooms are spacious and separated into small villas, the grounds are beautiful with several pools. There are 5 restaurants on site with several types of cuisine to choose from and they are all pretty good. Great location right on the beach and it is well take care of. My only complaint is there could be more nightlife activities (they did have karaoke, a few shows, and bands throughout the week). Just FYI the crowd is more couples and older folks, which is totally fine but I went with some younger singles friends. Great value overall!
Linda
We just returned from our trip and we had an amazing time. The resort was beautiful and was well maintained. The staff was very nice and they worked hard to maintain the grounds, pools, etc. We stayed in the Two-storey Ocean View Suite. The room was spacious with amazing views and was very clean. David was our concierge and was extremely nice and helpful. You do have to make reservations for the restaurants for dinner with your concierge. We ended up getting some late reservations because the earlier times were full but the food was delicious and there were a lot of options and the restaurants themselves were beautifully decorated and very clean which made for an amazing dining experience. The beach area was beautiful. Sargassum does wash up from the ocean which is common for this area however, the staff cleaned it up and raked the sand every day. We took walks several times up and down the beach and this resort had one of the best beach areas and one of the most well maintained. The check in process was a bit of a wait but they sat us down and provided us with beverages which was nice and relaxing instead of standing in line to wait. This was more of a relaxing resort then the party resorts we have stayed in the past but we actually really liked that and we still had a lot of fun. The two main pools can get crowded during the day and people do get up really early to save chairs (saw this a lot with large groups) so it can be difficult to find a spot at the pool but I refuse to get up early on vacation just to get a chair so we would take our chance everyday and for the most part we were able to get a couple of chairs by the pool all but one day and ended up sitting on the beach instead. They also have a few smaller pools to sit at that are a lot less crowded and more secluded. We didn't end up using them as we would rather be around people but it is nice to have that option as well. Because the resort is more on the smaller side it had a more intimate feel. I would definitely come back to this resort again!
My Booking
