The hotel was lovely. The location was great, views from the room was amazing. Great food and variety! The staff were generally very helpful and attentive. Our room was beautifully appointed and accurate (compared to the photos on Booking.com). I was impressed by how quiet and insulated the rooms were. Room service was fantastic. Any issues were had in the rooms were attended to very promptly.

You could not access the spa as part of your booking, which is shocking! Also on the last day of our stay, there was an issue with the hot water and were told that we would have to wait a couple of hours for the issue to be fixed. We attempted to get a late check out so that we could have hot water. We were refused. The staff at the reception desk were most unhelpful and we felt dismissed. The supervisor told us, "It's just hot water!". Wow. With that said, we spoke to another staff member at the guest services desk. Oscar was MOST empathetic and offered us a reasonable alternative. He also helped my husband with organizing a surprise anniversary meal for us! Thank you so much, Oscar!

Beautiful space!

Traveled with a group of 23 ladies to celebrate a 75th birthday, I personally spoke with not one but (3) different persons to reserve a space for a small celebration, this was not posible, unless we were willing to pay….apparently if we had upgraded to “Diamond” things would have been handled…reservations for our group also imposible at both the Italian and Asian restaurants even though they were made in advance…I realize that the “upgrade” was the driving force, however; we spent what I consider a high price and more consideration should have been given to us without having to upgrade.

Absolutely loved our stay. I was worried by some of the reviews but I think a lot of people are just super picky. The resort is stunning! I highly recommend doing everything you can to get an ocean view because it was absolutely amazing. we booked the jr suite and the size was perfect - felt very spacious.  Thoroughly enjoyed all our food. Was it 5 star? No. It’s resort food so I was expecting it to be as such but I didn’t eat anything that I hated. (The crispy chicken from the Munchies bar was my favorite!) We also ate the chicken they grilled by the pool everyday and it was fantastic! We had zero issue getting into restaurants but we went when they opened. Most of the staff was so incredibly kind and helpful especially the men that waited on us on the beach each day. one even remembered us and came to say hello on our last day. I had the best experience here and can’t wait to come back!!

Here are things I would have wanted to know before hand: They do not take reservations for dinner. Its first come, first serve. I didn’t see that info anywhere on their website and only knew because I asked at check-in. They do not accept Discover credit cards. That’s how we were going to pay and we were told they don’t accept it. Thank goodness they accepted our debit card otherwise I don’t know what we would have done. The elevator situation wasn’t amazing. It wasn’t as bad as it could have been (I have definitely experienced worse at other hotels) but there were times we did have to wait a bit. The buffet for dinner was my least favorite meal by far. For dinner I would go to any of the restaurant options and pass on the buffet. (But the buffet for breakfast was AMAZING!!)

Location

Front desk staff was not friendly. Bartenders we’re not friendly.

I’ve stayed here 3 times in one year , it’s so comfortable and the service is very very good. The food is also really good! I don’t want to stay anywhere else when I’m in Cancun

The elevators are slow but that’s my only complaint

Plenty of things to do and eat and drink!

Make sure to get the diamond club otherwise there were a lot of things we couldn’t do and we didn’t have an attendant to help us with reservations.

Mexican food was delicious, beach was one of the nicest I've seen. Roof top Pool party every day was awesome!! Staff were excellent, warm made us feel comfortable and welcome.

Not enough chairs unfortunately for everyone on the beach. People claim them for no reason.

The staffing at the front counter was rude to other guest .. Not all staffing It would be nice to explain active availability and activities at the hotel for new guests. It’s hard to figure out when things are going on.

I enjoyed the pool and the beach. My favorite restaurant was Grazie. The food was excellent. I enjoyed the entertainment as well.

I wasn’t happy because the first night they put us in a room with a king size bed and that is not what I had booked. I booked a room with two queen size beds. They did put us in a room with two queen size beds the next day. I had problems with the shower the cold water wasn’t coming on when I was into my shower and I was burned. The light in the shower also went out. The room that they moved us to cut off the sunset because the building was in the way. The room service food was very questionable. They served hummus with only two pita chips. I don’t know how you can eat hummus without any chips.

Our ocean view and the staff was very friendly

I didn't like the vendors constantly trying to sale items in diamond club beach area and restaurant trying to up sale wine and alcohol after we paid a premium price for diamond club