Ratings based on 428 Verified Reviews
4.5 Room cleanliness
4.2 Service & staff
4.3 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 27 Apr 2024
adult pool was great and staff was outstanding
Comment from Hotel Management
27 Apr 2024 by The Management, Hotel Management
Thank you for sharing your kind comments with us. We really look forward to be at your service again during your future trips to Cancun and the Mexican Caribbean. Warm regards,
by A verified traveler
Posted 22 Apr 2024
!
Comment from Hotel Management
23 Apr 2024 by La Gerencia., Hotel Management
Muchas gracias por compartirnos sus apreciables comentarios. Esperamos tener el placer de volver a estar a su servicio nuevamente pronto durante sus futuros viajes a Cancún y el Caribe Mexicano. Atentamente.
by A verified traveler
Posted 15 Apr 2024
Expedia messed up our reservation. We booked in the altitude all inclusive. But when we got there, we were treated very poorly, no inclusive, we had to go out n buy food we spent at least $1000 until we haggled to get what we originally reserved (all inclusive at the altitude).
We weren't even offered a drink when we arrived in the heat of summer after long flight. Horrible vacation, worst ever, mostly spent on haggling and teaching staff how to be courteous and polite to young ladies.. Staff didn't even offer to contact expedia to check. We spent hoyrs on the phone to fix the problem.. Moved 3 times in different rooms. Not worth the money at all. Beach isn't tgat great either
Comment from Hotel Management
16 Apr 2024 by The Management., Hotel Management
Dear Samuel: Thank you for sharing your opinion regarding your recente stay. We will brief our staff with the lenght of your comments. We can only offer our apologies and hope to have the opportunity of being your hosts back again if you change of mind at some point. Warm regards.
by A verified traveler
Posted 9 Apr 2024
Friendly staff service is attentive and responsive, rooms were spotless and the facilities were well maintained. Excellent hospitality. The only negative experience was the buffet not much to choose from. Room service is excellent, restaurants on the property were excellent as well.
Comment from Hotel Management
9 Apr 2024 by The Management., Hotel Management
Dear Nayeli: Thank you for sharing your kind comments with us. We really hope to have the opportunity of being your hosts back again soon during your future trips to Cancun and the Mexican Caribbean. Warm regards,
by A verified traveler
Posted 24 Mar 2024
The staff and service was exceptional. From the front desk concierge to the restaurant and beach staff. Very welcoming, pleasant, and willing to do anything to make our stay better. I was pleasantly surprised by this. Also, the beach factor was great. Best beach and wait staff on the strip.
Comment from Hotel Management
26 Mar 2024 by General Manager , Hotel Management
Dear Stefana, we are thrilled to hear you had an exceptional experience with our staff and service! It is our goal to ensure every aspect of your stay is enjoyable. Thank you for your kind words about our team. We are glad you felt welcomed and that our staff went above and beyond to enhance your stay. We look forward to welcoming you back in the future. Thanks for choosing us and sharing your positive experience!
by A verified traveler
Posted 16 Mar 2024
Beach location is perfect with clean sand and enough chairs for relax. Restaurant booking is demanding that needs a bit of luck. Overall it is a fantastic hotel. I will definitely choose it again for next Cancun visit.
Comment from Hotel Management
16 Mar 2024 by General Manager , Hotel Management
Dear Fangzhi, thank you for sharing your experience! We're thrilled to hear that you enjoyed our beach location. We apologize for any challenges you encountered with restaurant bookings; we'll certainly look into improving this aspect for a smoother experience in the future. We're grateful for your positive feedback and look forward to welcoming you back on your next visit to Cancun!
by A verified traveler
Posted 15 Mar 2024
Nice location
Comment from Hotel Management
15 Mar 2024 by General Manager , Hotel Management
Thank you for your rating, Obadare!
by A verified traveler
Posted 27 Feb 2024
Comment from Hotel Management
28 Feb 2024 by General Manager , Hotel Management
Thank you for your preference, Pritpal!
by A verified traveler
Posted 19 Feb 2024
The hotel is WAY over priced for the overall experience. You can't get reservations to eat at any restaurant unless you are in the lobby at 8am waiting to be first in line. The buffet is fine. Room service was good but not many options. Selection of alcoholic was slim. We stayed in the altitude tower and evidently that is the nicer side of the resort. The pool with the swim up bar was dirty 3 out of the 7 days. The only staff member that deserves to be recognized is the pool server Oz! He made our time at the pool wonderful. The massage at the resort spa was great too. The beach was packed with people and garbage.
Comment from Hotel Management
19 Feb 2024 by General Manager , Hotel Management
Dear Nicole, we appreciate your feedback and apologize for any inconveniences during your stay. We take your comments seriously and will address them to enhance our service and guest satisfaction. We're thankful for recognizing our staff member, Oz, and will convey your appreciation to him. We're glad you enjoyed the spa services. Your feedback is important, and we hope to welcome you back for an improved experience. Thank you for choosing our resort. Kind regards,
by A verified traveler from Denver
Posted 5 Feb 2024
Beach was beautiful
Comment from Hotel Management
5 Feb 2024 by General Manager , Hotel Management
Thank you for yout rating and comments, Epifanio!
