Location
Cancun - 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 fee 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
10499 reviews
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Dec 20, 2024Good First Experience
Resort is in a great location. Service was excellent, everyone was polite and helpful. Food choices are good, though individual restaurants can be difficult to reserve. Room was spacious and well maintained; however, the beds were not comfortable.
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Dec 17, 2024John and Gene Cancun 2024
Was a amazing well needed trip food was excellent as staff gym was perfect Sauna was great but steam room was stuck on high couldn’t use it. Beach was clean amazing waves were dangerous but its that time of year Jon the lifeguard made two rescues while there One I assisted saved a young man that would of drown if not for his quick actions. Alberto (Louis) Barman at 10 floor bar was incredible friendly and funny and Richard was great too. Hotel was clean all staff were amazing buffet had everything I needed staff were great Fidel Gabriel Ricardo 2 Juans Alberto night tacos excellent service
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Dec 15, 2024Very poor experience. Visit at your own risk!
We are members of Park Royal Club and this was our first visit to one of their resorts. Poor variety and quality of food at buffet. Ran out of red wine and no butter for bread and rolls (why?) Desserts were very good. Club members wine tasting dinner done very well. Visited all three speciality restaurants and found them all very noisy with children crying and fussing making dinner unpleasant. Many empty tables at speciality restaurants while hard to get a booking at these restaurants. Food at speciality restaurants unremarkable. After using shower in bathroom found water all over the floor as water was leaking from shower base. Our last day, found water coming from ceiling above toilet and quite a bit of water on bathroom floor as water was leaking from light fixture above toilet. Day before we left, booked return transport to airport at Members Desk .. Provided copy (photo on iPhone) of return flight, airline, time, flight number, which was recorded by service rep. On day of our departure transport was a no show. Found out they had booked our transport to airport for wrong day so they said we would have to take a taxi at our additional cost. Refused, as it was their error and wanted to speak to a manager. Eventually, got to the airport with the resort paying the additional cost but sadly, no manager bother to talk to us and we received no apology from the resort. Overall, very poor experience that left a lot to be desired! Visit at you own risk!
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Dec 12, 2024
Horrible smelly
Horrible don’t book!! So many issues I don’t even know where to start. Hotel smells, bathroom smells, only 20 lawn chairs by the pool, kids pool is freezing, food is horrible, cups for soda are always gone (wasn’t even a big crowd), snack bar is suppose to be open till 6 but they stopped making food at 5, towels take 10 minutes to return employee doesn’t even know English numbers, chairs covers were dirty, front desk lies regarding room avaibility. Guacamole was from a bag, no little spoons. Never again!!
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Dec 08, 2024Disappointing stay with outstanding staff efforts
I regret to say that our stay at this hotel was disappointing from the start. Despite being directed to the members line at check-in—supposedly a benefit—this line moved painfully slow, with just one family ahead of us and a single desk clerk. Meanwhile, the regular guest line moved significantly faster. To add to the frustration, we didn't receive the type of room we had booked months ago. Fortunately, Jackie did her best to assist us in getting another room. However, when we inquired about switching to a better option, we were informed there might be a penalty for canceling, which was disheartening. When we finally got to the room, the issues continued. The toilet was leaking, and while maintenance was quick to arrive, their solution was to suggest placing a towel under it. Later, we discovered the air conditioning duct above the closet was clogged, causing our clothes to get wet. Maintenance returned at 10 PM to address the problem, and although the staff was kind, this disruption added to the stress. We requested a room change, and the supervisor hesitated, implying it was a favor. I reminded him we had paid for this service, not charity. Eventually, we were moved to another room at 11 PM, only to discover the air conditioner in this room was excessively noisy. Exhausted, we decided to endure it. Despite these setbacks, the staff's efforts to make us feel welcome were commendable. Jackie went above and beyond, and I must also highlight Juan, a waiter at the Veranda Restaurant, for his excellent service. The standout, however, was Alexander Canche, our waiter during a special service at the Veranda on our last night. Alexander’s kindness and attentiveness truly elevated our experience. While the staff’s dedication is a bright spot, the overall experience fell far below expectations. The hotel needs to address these operational and maintenance issues to truly match the service its team strives to provide.