Location
Playa del Carmen - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
17351 reviews
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Nov 20, 2024Meh!!
AIRPORT: we stood in line for almost 3 hours trying to get through, was crazy! An American flight and Canadian flight arrived at the same time. don't stop to talk to anyone, go and find your taxi! I think there are timeshare people in the airport that hound you. Luck of the draw when this happens! BUS RIDE: I took the free shuttle to the resort that was offered by Sunwing, it was fast (I was the first to be dropped off). You can get beers I think for $5 can. CHECK IN: was smooth. You get a room key and towel card. Don't lose either or you will have to pay $30USD ROOMS: 3 stars. I was in building six, 3rd floor. If you have issues going up and down stairs make sure and tell them!~ especially if you have knee issues. Chances are the elevators are out of service. One of the ladies I met on the bus said she was caught in one and it stopped working! The elevators are very small. The room. Luck of the draw. my room faced a swamp which was not appeasing but I did get little birds that would land on my balcony. I had a king room, very spacious, iron and board, hairdryer, I don't think the AC worked very well so I had the ceiling fan on full blast. Smell of mold in the room so you may want to bring air fresheners. I did have black mold on the walls and the ceiling. there is a big screen TV in the room. Most of the channels are spanish. download some movies on your ipad if you want to watch movies! No sign of bedbugs/cockroaches. If you want you room cleaned, you must put out the card on the door handle. First day I didn't do that, left $5 bucks, they took it but didn't clean the room. The fridge is stocked with beer and coke products (they have diet coke). There is an abundance of toiletries in the room. So if you are not fussy, no need to bring things for the hair, body. Bring a face towel if you need one. They don't have them at the resort. RESORT LAYOUT: the 2 pools are spectacular!!! They need to be because the beach is very sad, beach is a 3 star or less. Water is dirty looking with lots of sea grass growing right from the get go. I ended up hanging at the pools instead. it is a very big resort, the main busy pool is in the front closest to the beach is where all the action is; a 10 min walk from the front. There are golf carts that take you around but are not dependable, they show up when they show up! The resort is huge! You will be walking a lot so be prepared for that. The quiet pool is in front of building 6. There is no swim up pool bar but a couple of bars at the busy pool and one at the quiet pool. Pools are 5 star! Well kept grounds, the workers are awesome trying to keep it up to standard and more! 5 stars for the workers! polite and hard working! They have workers trying to get you to buy into a timeshare. Not sure where the smell was coming from but it smelled of rotten sewer, a foul smell. There is a lot of stagnant water around the resort so am not surprised if that is what it is. Entertainment: the pool entertainment is good. They try~! No foam party, Nightly, can't really speak to it because I couldn't stay up that late lol Buffet: 3 out of 5. for a resort that is a "4.5 star", the buffet sucked. There is not a big selection and each night seems to be repetitive (for a resort touted as a 4.5 star, definitely not when it comes to the food). I attended the Mexican a la carte and nothing special about it. Know that there are items on the menu that you will have to pay extra for. Be careful with the floors. Not sure why but the floor seemed to be settling and the big ceramic tiles are becoming unsafe and buckling. They made a ramp in front of the food and put mats on tiles that are broken uneven. The buffet by the beach is ok as well. there are a lot of Coatis all over the place so be mindful! There are shops on the resort, local artisans come in on Tuesday to sell their ware. I would recommend taking the shuttle to 5th avenue , tons of shops to buy from. $30 USD taxi one way. If you are with Sunwing they have a free shuttle, you need to book it with the rep who are located behind the Black/White bar. I would recommend not buying anything from the silver store or the tequila store. Prices are crazy expensive!~ If you are expecting a 4-5 star, then this resort is not it for you. if you are a beach person, this resort is not for you, if you are expecting quality and an assortment of food then this resort is not for you. I would not return to this resort Don't forget to bring enough sunscreen as it is $29USD at the shops and an insulated cup.
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Nov 19, 2024Food/service
Food was fantastic and service was great. Servers were always fast and always kept our drinks at the top. 0 complains and everyone was very nice. Servers always made sure you were satisfied and if there was a problem they would resolve it fast 10/10
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Nov 19, 2024
Lovely, relaxed family vacation!
I just had a wonderful stay with my family. We enjoyed a swim up pool room which allowed us a more relaxed vacation in the comfort of our own room, which was especially nice with a 4 year old who needs some down time. Israel from the concierge desk was very helpful and kind! He helped us book our dinners and we had a nice conversation. The food was good. Lots of variety. We loved making our own tacos with selection from the buffets.
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Nov 15, 2024
Family Fun!!!
This was our first time taking our kids to Mexico and we had an amazing time! We loved this resort, although it is by no means perfect. The food was delicious and we could always find something for everyone. We were able to try the seafood, Mexican, Italian and steakhouse a la cartes and they were all delicious. The service was great…especially Wilfredo at the Steakhouse. There are 2 pools, one is more of a party pool with great entertainment by the beach. It is a very busy pool and lots of fun. If you like a more chill vibe the other pool is perfect. There is also a different entertainment show every night. One night they bring in little stands with people selling their trinkets …beware…some of the stuff is in the store for much cheaper than they are asking at the stands. They have awesome golf carts driving around frequently to take you to the beach or the restaurants if they are further from where you are, although it is an easy walk. Now for the things that you just have to know might happen (we are pretty relaxed about these things…others may not be). The checkin did take quite a while but we didn’t mind waiting. The resort is also dated but very clean. While we were there we lost water a few times and the power went out a few times as well. The staff were all friendly and helpful! They made our stay memorable. They also have photographers that will take photos of your family…we weren’t keen on getting our photos taken, but I had a hard time saying no…it was like a mini photo shoot. In the end I am glad we did because we ended up with so many good photos…and our kids are not always easily photographed but Rudolph the photographer made it fun. You are under no obligation to buy them…but we did end up with a few. If you are looking for a reasonable fun trip at a clean resort with some minor flaws….this is the place for you!
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Nov 15, 2024
Great property, great service!
The property is nice and expansive. I loved our swim out pool. There are plenty of restaurant choices and an I have to give special mention to the amazing and friendly staff. Andres in conçierge services was a standout. He helped me navigate getting some prescription medication replaced that I forgot in the states and was constantly working hard to meet any needs our group had. Willie the bartender at the Black and White bar is also another standout. Very friendly and helpful explaining the different tequilas and creative drink options. I would definitely come here again!