2/10 Terrible
Jimmy Renato Avila
Travelled with family
4 Sept 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
If it’s your first time in Cancun, I strongly recommend not staying at this hotel.
The experience at this so-called “5-star resort” was far below expectations; it honestly doesn’t deserve even 3 stars.
The location is poor, and the beach is disappointing. My family and I arrived at 8 a.m. and requested early check-in. We were told it was possible, but only if we paid an upgrade of more than $400 USD. The hotel was not full; they simply lack the initiative to truly delight their guests. I understand policies must be followed, but in a property that claims to be 5-star, flexibility and customer care should come first.
The staff was generally kind, especially in the buffet area and the steakhouse restaurant. I want to highlight the service of Iván, our waiter, who went above and beyond and made us feel, even if just for a moment, like we were in a true luxury resort.
Unfortunately, the negatives outweighed the positives: the lobby restrooms were constantly dirty and in poor condition, and Wi-Fi was restricted until after check-in. When I asked for access at reception, the response was: “Sorry, not until 3 p.m. when you have your room.” Later, another staff member helped me connect without any issue, which only shows inconsistency in service.
In conclusion, I do not recommend this hotel. Cancun has many other options at similar prices that provide far superior service, facilities, and overall experiences.
Jimmy Renato Avila
Stayed 4 nights in Aug 2025
