of TripAdvisor Travelers recommend this hotel
"would not stay here again"
room was clean, they did clean it very well each day. I booked my trip there cause we were suppose to get a lobster dinner free. Was told that wasn't included in the all -inclusive. Only saw 2 places to eat when it listed 4. by the 4th day there couldn't hardly eat the food. Refrigerator was stocked daily with 3 waters,3 soft drinks and 3 beers. We had to go buy more drinks. One person would tell us one thing the day another person would tell us something else.
From the moment we arrived, we were helped out of our taxi, and had our luggage taken in for us. We were given a ticket so we could collect our luggage after check in. At check in, everyone was very polite and we were asked if we had a good journey. The concierge department gave us a map of the hotel layout, the area map and explained the free shuttle bus to the other sister hotels. Our room was so comfy and spacious and our bed was amazing! The hot tub on our balcony was a really useful relaxer! The free bus was very helpful - we used it to get to other areas, although you can use the facilities at the other hotels whilst there. Everyone was so willing to help, especially the pool barman, (I cannot remember his name) Fabias, who was our main bell boy, Fili, who was our room service man and there was Tony! Tony was the main entertainer and helped us pick out some amazing nights out, which we will never forget. He did great entertainment around the pool also, especially the cocktail making demonstration. He was always so full of enthusiasm! Cannot fault anything!
Have nothing but good things to say about this place. Beautiful views, large comfortable spacious rooms, and even better staff! It was so nice to see Raquel and Ivan's smiling and familiar faces everyday. They were so helpful anytime we had a question. I will definitely call this place home again when I return to Cancun.
"Nothing like the reviews"
We stayed here for one week and have mixed feelings. The room was dated and the mattress was the worst I have ever slept on. Housekeeping did a great job cleaning the room. The food and the property were average & the cocktails were poor. If I pay for all inclusive I should be able to have a decent drink. This was not the fault of the bartenders but the cheap alcohol and strict rules the bar tenders have to follow. They often would point at the security camera and then say sorry I cant make the drink how you would like. My biggest issues with this property are with the management/owners whom I never met. They are obviously after all of their employees to get guests to write positive trip advisor reviews because I must have been asked to do so at least 5 times per day from different members of the staff. I was also offered a gift if I showed the entertainment manager that I posted a review. Because of this I would be skeptical the positive feedback reviews. I did encounter some awesome employees who were worthy of praise (Raquel & Indra (activities), Octavio (bar), and Fransico (restaurant). I was disappointed with the behavior of Tony (activities) as I witnessed him treating his female co-workers badly, and drinking alcohol frequently during the day. He also spent one day flirting with one of the other hotel guests (it's a small pool area, not hard to notice or hear things). We had purchased tickets for Coco Bongo and were not given the promised seating or open bar, when we took our disappointment to Tony the next day he just said "but you had a good time right'" No apology or attempt to make it better. Service overall was good although it was better if they knew you were going to tip. Management could easily make some corrections to improve the ratings.
I Loved the Michael Jackson show. They work hard to keep guest happy. The break dancer show was amazing and involved ny son in the show as well. We also enjoyed tge Mexican show. We learned so much about tge culture. The entertainment staff tony, Indra, and Rachel are awesome. The dj ivan is cool. Team Alexander is great.
Credit cards accepted by the hotel: American Express - Visa - MasterCard
Check-in: 3:00 PM , Check-out: 11:00 AM