Kenai
Can't believe the amount of horrible reviews as I just had 50+ people stay here and everyone has loved it without any issues. This is one of the best resorts I have ever been to and I love everything they have to do here! Beautiful beach, may not be very deep but that's to stay safe so I understand that. The wings at the preferred area are amazing, as well as the Strawberry daiquiris and Mango smoothies! The buffet has surprisingly been my favorite place so far! The pasta I had there was some of the best of my life and I stayed all throughout Europe for 2 months. The only thing is it is a little tedious having to say all of our room numbers when we have 4 buses of 50 people coming back from a wedding but I understand. We also had a steamer missing in our room compared to others, but as soon as we asked someone working, they took what we needed steamed and steamed the clothes for us! This resort has been nothing but perfect, we even got an exception for our dog! It means so much to me how much effort this place put not only into us but exceeding our expectations!
Kyle Nicholson
I booked this trip spontaneously for a three night stay and I paid for the junior room with a tropical view. Check in time was 3 PM, but by 1 PM my room was ready which was great and they also treat you as a guest from the minute you enter the property.
My room was clean and the housekeeping/service was very consistent and detail oriented as they would fold miscellaneous clothes and clean up phone charger cables very creatively.
The pools are nicely built and appear pretty clean and when I was at the resort, it wasn't too busy so I didn't have any problems finding my own space on the pool deck. The beach is nice looking, but is often very dirty and nobody really swims inside of it.
The highlight of my trip may have been the spa as the services were amazing and it's very nice looking which was relaxing and a one of a kind experience.
Just like most parts of Mexico, the food was amazing and I had zero complaints especially with the buffet option.
I'd say this resort maintains its five star resort title well.
Deseree Limon
Honest review. I am only giving this hotel 2 starts because the service was good the view was beautiful and the room was nice. But none of that is worth it when the lights go out 2 to 5 times a day it was so dark one time I couldn't see my baby standing right in front of me. Thank god she was off playing at any other distance. And thank goodness our grandparents were on the first floor because elevators were out. The water also went out during our stay there. The food in my opinion is not worth it. Very cheap very poorly made we did like the Italian restaurants it was pretty good. Kids club is not secure enough for my liking. And if you have kids I would not recommend getting the preferred package because they don't allow kids in the pool bar area which is where most of our family was so we could not join them.
Todd Truitt
Pros: Very kid friendly.
Cons: Really, really terrible food. Drinks are a joke.
Service: Service is hit or miss. Cleanliness was great. Staff is nice. However, minibar snacks were only restocked once. We rented 4 cabana beds for our whole family and service was nonexistent.
Overall: Would NOT recommend. Did I mention how bad the food is ?
Megan
It's somewhere between a 3.5 to a 4 star for us.
We chose this hotel for hosting our wedding group based on proximity to an offsite wedding venue.
Preferred club is a must. I drink aperol spritz, and the premixed "spritz" they offer on non-preferred club bars is honestly disgusting. They ran out of aperol for 2 days which was disappointing since it's the only thing I drink.
What they do well :
- Amazing for families. So many activities, engaging experiences for kids.
- Coffee is pretty good. I liked the coffee bar on the main floor.
- The disco is fun (after a few drinks especially hahah)
- The town of Puerto Aventuras is a cool novelty experience for guests who may not have wandered off resort otherwise. Rent a golf cart and go around the area, it's fun to explore.
- The layout of the hotel is really good. Perfect size especially if you're with a large group. You can see all your people quite often.
- Really a lot of choices for experiences at the resort. Waterslides are fun for adults and children. Barracuda bar with swings was super cool.
- My guests in general seemed happy with the resort.
- Dining experiences like the dining on the beach was super special.
Cons :
- Employee who was working at the hostess stand at Mexican restaurant on December 9 had an appalling attitude.
The experience at this restaurant was very poor.
- They call themselves pet friendly, but the pet is not allowed basically anywhere. In addition to that, the policies of not allowing the pet to be in the room for cleaning makes sense, but that meant we only had our room serviced 2 times. Based on this, it's actually reducing the amount of service you get significantly. So explain to me how $65 USD a day makes sense for having a pet in your room? Which reduces the service you can even get? Most hotels pet fee is $50-$75 per stay, which would be more sensible. This is just simply not a pet friendly experience. They allow the pet to be there in the room, but that's about it.
- The day of our wedding we were leaving the resort for multiple hours with our pet so we asked to have the room cleaned that day, which didn't happen.
- We stayed over 1 week, so I thought it was sensible that on the day they finally came to clean the room, I asked for the sheets to be changed. I left a large tip in anticipation of a clean room with fresh sheets. That didn't happen.
- Multiple times before my sister arrived I asked to verify that her room would have a baby crib in it when they arrived. I was told for Sure no worries it will be there. They were arriving late after a long travel day, and I didn't want to have any delays. It was not there upon arrival even tho I had confirmed multiple times.
Unrelated to the resort, but If you're flying with Westjet or an airline that includes nexus tours for your transportation, I suggest you upgrade to a private shuttle or don't use that option. The guests who used the nexus tours option were left waiting at the airport on arrival for multiple hours before even beginning the long drive to the hotel.
On the week of our trip, there was a lot of mosquitoes, so I recommend bringing bug spray.
Even though there are some shortfalls, I would likely stay here again if the price was reasonable.
My Booking
