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Resort Details
Hotel Advisories
General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating
4149 reviews
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Dec 24, 2024Good hotel needs some tweaks
Great resort, friendly staff in restaurants. Really good folks in kids corner (Arge, Dani, Nath, Angie, Dixie, Ale, Paty). We enjoyed the time in the resort and my kid loved thr pool, kids corner and beach. Couple of minuses - had to wait for at least half an hour at the turn on road to get to resort. Resort guys should work with authorities to put a traffic light there. - the entrance road to resort is uneven not sure of the reason but it is really stupid and unnecessary. - the guy at the main entrance is super slow to check cars and made a snide comment about my long name. It took 10-15 mins for each car he was processing. Also the road from main entrance to hotel probably has 150 speed bumps..good luck if there is an emergency. Hope you don't have a cardiac incident while you are in the resort. - the check in guys are probably the least friendliest staff in an otherwise excellent hotel. They didn't give directions, didn't tell I can go to a website to make restaurant bookings . Also when I told them about some issue with the bathroom they didn't take action at all..luckily the maid called the maintenance guy once we told her. Looks like they need better training
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Dec 24, 2024
Excellent service
Excellent service all around for days! Constant attention to detail from our servers at Vela like David, Joselin, Diego, Bernardo, Ady at omelette bar, Verónica at juice bar. One day I was just sitting with my daughter and I didn’t know what to get. A kind server brought a Virgin Monito, and I loved it. Love the ambiance and caring, hard working staff. Please tip them generously!
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Dec 23, 2024
Awesome entertainment team!
My favorite part of my stay was the entertainment team. They were full of energy, very fun and engaging. They remembered my name and went out of their way to say hi and chat for a little bit. Alexandre is a great leader on the microphone, and he made a lot of funny jokes and got the crowd excited. Monce was very sweet and passionate about dancing and getting people involved in the activities. Gustavo was very friendly and funny, and he let me request a song to play on the pool speaker. Diego is also very passionate about dancing and brought a lot of fun energy to the mic at the dance nights and trivia. Nico was a great MC for karaoke night and took time to say hi whenever I saw him. Regina and Kara gave an engaging lesson about Mexican culture and Spanish language. The whole staff was very upbeat and made the resort feel very human and genuine. I would love to hang out with them any time I could!
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Dec 23, 2024Love the Yoga classes but some staff were not very helpful
Highlights are the yoga classes every morning in the fitness centre and on the terrace by Caribbean sea. Big shout out to the staff yoga instructor Suzy and guest yoga teacher from Toronto Jazdeep, both of them are warm, kind and experienced. But there is something very disappointing, on our departure date Dec 18, the transportation Nexus Tours didn't arrive at the scheduled time even it was confirmed 2 days before (the all inclusive vacation booked through westjet vacation including transfer between airport to the resort) so I went to the reception hoping to call Nexus, I was told to go to Concierge, but nobody working at the concierge desk at the time, I went back to the reception and asked many times hoping to make a phone call to Nexus because we were in a hurry to catch a flight, but they kept telling me Concierge staff was returning in a minute, it took 20 minutes for the concierge staff to return, finally I was able to use the phone to connect with Nexus. All staff at the reception looked friendly and business like, it wasn't busy at all, no line up, they all have a desk phone, however, nobody was willing to do a little extra-help me connecting with Nexus, I guess they did their part and they did nothing wrong. In the end, we had to take a taxi to airport, many thanks to the doormen Daniel who arranged the taxi for us. I wished some staff were a little more helpful.
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Dec 23, 2024
Kids’Klub = fun for kids, relaxation for parents
This Kids’Klub was the best. Every time we entered we were greeted with a happy “hello” ( or Buenos Dias) they remembered our child’s name and welcomed him in. Thanks to Dixie, Alg, Paty, Arge, Dani, Nath, Ange for making our entire family’s vacation fun!