Ratings based on 983 Verified Reviews
3.6 Room cleanliness
3.5 Service & staff
3.6 Room comfort
3.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 5 Jun 2024
We did not have AC for first 24 hours of our 4 night stay.
There were ants everywhere in our room including our bed. They came and sprayed what appeared to be windex around the walls of our room but the bugs were always there.
There was a dirty bandaid in our shower, and we did not have hot water on the last night of our stay.
The adult pools were average, but the main pool was HOT!
The food at the buffet was average.
3 out of 6 people on our group trip ended up with stomach issues.
It was a cheap stay, so I guess you get what you pay for.
by A verified traveler
Posted 3 Jun 2024
Amazing! We upgraded to the adults only and got access to some amazing amenities! I def will be staying there again!
Comment from Hotel Management
4 Jun 2024 by Carlos Cepeda, Hotel Management
Dear Tamara,First and foremost, we would like to thank you for choosing us as hosts for your stay here in Cancún. It is a pleasure that you have been able to enjoy our great variety of restaurants, entertainment, facilities in general and the service by our excellent work team. Our main goal is to make our guests feel at home in the Mexican paradise. It will be an honor to have you come back to spend your vacation with us and see that our service will continue to exceed your expectations. Best regards, Carlos Cepeda.
by A verified traveler
Posted 31 May 2024
The staff was very rude
Comment from Hotel Management
4 Jun 2024 by Carlos Cepeda, Hotel Management
Dear Samanda,Let us thank you in advance for taking the time to write about your experience at our hotel. We are sorry that the service provided by our staff has not met your expectations, we offer our sincere apologies for the situation, it is not the type of service that we are used to providing. Rest assured that we will share your comments with the corresponding departments to implement new processes, we are very sorry that you have left with that impression. We hope you can allow us to welcome you once again in the future to change your perception of our service. Best regards, Carlos Cepeda.
by A verified traveler
Posted 31 May 2024
Upon ordering drinks in the bar they didn’t have cups available, killed two roaches in my room , bathroom looks very old mirror had scratches
Comment from Hotel Management
4 Jun 2024 by Carlos Cepeda, Hotel Management
Dear Victor,Thank you very much for sharing your comments about your stay at our hotel by this means. We are truly sorry for the inconveniences you had during your recent stay, that is not the kind of service we are used to providing to our guests. Rest assured that we have forwarded your comments to the corresponding departments to correct these inconveniences and improve our service. We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing. Kind regards, Carlos Cepeda.
by A verified traveler
Posted 31 May 2024
The food was good
Comment from Hotel Management
31 May 2024 by Carlos Cepeda, Hotel Management
Dear Vanessa,First and foremost, we would like to thank you for choosing us as hosts for your stay here in Cancún. It is a pleasure to know that you enjoyed the delicious gastronomy of our specialty restaurants, our main goal is to make our guests feel at home in the Mexican paradise. It was a pleasure to have you as our guest and we hope you can visit us again soon. Kind regards, Carlos Cepeda.
by A verified traveler
Posted 30 May 2024
Comment from Hotel Management
4 Jun 2024 by Carlos Cepeda, Hotel Management
Dear Lorraine,Thank you very much for taking the time to share a score of our establishment, for us, it is very important to know the opinion of our guests.Best regards,Carlos Cepeda.
by A verified traveler
Posted 29 May 2024
Dirtiest and worst staff at a resort I've ever been to in my life. Not to mention the COCKROACH that ran out my room when I went to walk in!! Will never return, don't even know how they are allowed to be open and running. Most disgusting hotel, literally had bed bugs. Staff is rude, ignores you, and doesn't accommodate you for anything!! Do not stay here.
Comment from Hotel Management
29 May 2024 by Carlos Cepeda, Hotel Management
Dear Miranda,Let us thank you in advance for taking the time to write about your experience at our hotel. Please accept our most sincere apologies for the inconveniences you had with service and cleaning during your recent stay, be assured that we have forwarded your comments to the corresponding areas to take inmediate actions and improve our service. We hope to have the opportunity of welcoming you back in the future to enjoy the changes we are implementing. Best regards, Carlos Cepeda.
by A verified traveler
Posted 28 May 2024
Poor
Comment from Hotel Management
29 May 2024 by Carlos Cepeda, Hotel Management
Dear Christian,Thank you for taking the time to share your comments with us. We regret not having met your expectations, please accept our most sincere apologies for the inconveniences during your stay. Rest assured that we will forward your comments to the corresponding departments to correct these inconveniences and improve our service. We reiterate once again our sincere apologies and we are at your disposal, we hope to have the honor of receiving you again to improve your experience in our resort and change your perception of us. Kind regards, Carlos Cepeda.
by A verified traveler
Posted 28 May 2024
Poor quality extremely poor quality of food I would say extremely is nothing it is trash
Comment from Hotel Management
29 May 2024 by Carlos Cepeda, Hotel Management
Dear Christian,Let us thank you in advance for taking the time to write about your experience at our hotel. We would like to sincerely apologize for the inconveniences you had during your recent stay. Please be assured that we have forwarded your comments to the corresponding areas to take inmediate actions and improve our service. We hope you can allow us to welcome you once again in the future to change your perception of us. Best regards, Carlos Cepeda.
by A verified traveler
Posted 28 May 2024
Nice resort
Comment from Hotel Management
29 May 2024 by Carlos Cepeda, Hotel Management
Dear Xavier,Thank you very much for sharing your comments about your stay at our hotel by this means. It is a pleasure that you have been able to enjoy our great variety of restaurants, entertainment, facilities in general and the service by our excellent work team. Our main goal is to make our guests feel at home in the Mexican paradise. We hope to have the honor of welcoming you once again in the future. Best regards, Carlos Cepeda.
