Location
Riviera Maya - 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
7313 reviews
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Dec 24, 2024Terrible experience
One of the worst travel experiences we have ever had. There was extensive construction on the property so there was constant noise. This was not disclosed ahead of time. The food at the buffets (the only option for breakfast and lunch) was barely edible at best. Customer service is nonexistent; every promise they made was not followed up on. They knew we were unhappy and tried to do everything in their power to satisfy us but failed to deliver whether it was a reserved poolside spot which we didn’t get because they were already booked, to comping two of our tickets to one of the restaurants which didn’t happen. To make the restaurant experience even better, we paid up front in cash for the tickets and then were charged for them again at checkout. We didn’t realize this until after we paid because we thought all the charges were for incidentals during our stay. Then, after they made all the promises of comps and extras they have you sign a document that states everything was made right and that you won’t come back and ask for refunds. Not a single one of the promises were kept, but we had (like fools) signed their document. There wasn’t a single experience at this location that didn’t leave a bad taste in our mouth. 0/10 would not recommend. TL;DR: Worst resort experience of our lives, don’t do it.
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Dec 24, 2024Great for families
We had a blast with our our kids 7, 5, and 2. Would definitely come again. White sand Beach, fun pools one was under construction during our stay. Would love to see how it feels with that one open. Evening shows were fun. Staff was friendly and helpful.
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Dec 22, 2024
Beware!
The rooms are in disrepair. Our room in the White Sands section had broken light fixtures, fixtures falling off the walls, threadbare decorative pillows, and a mattress with noticeable body grooves. Empty dishes were left in front of rooms for days. A major section of the resort is under significant construction, with the sounds of jackhammering and grinding continuing late into the night. The pedestrian walking paths are in poor shape, with many paver stones needing repair. These paths are now shared with workers on mopeds, motorbikes, cars, trucks, and dump trucks, all traveling at unsafe speeds. Ironically, the road leading into the resort is covered with speed bumps, but once vehicles are inside and driving on the pedestrian walkways, there seems to be no speed limit. Perhaps coincidentally, but I have been to this resort twice, and while the first experience was better, both times I contracted traveler’s diarrhea.
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Dec 21, 2024
Terrible experience
Worst experience I’ve ever had. My room smelled of mold I was sick for days on end Food poisoning 2nd day in - so did my husband Construction everywhere Charged environmental tax Service was. Terrible all around Food was terrible Paid for beach view non in sight DON’T GO!
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Dec 21, 2024
Go to a different resort! Do not waste your money or your time.
This was not the Christmas vacation we had paid for or hoped for! This resort is under MAJOR construction. No one told us this! Service, food and maintenance is below expectations. 6 rooms were booked for my family and all 6 had issues! We are not fancy people but we do have standards. Issues were reported.