4/10 Poor
Lisa
Traveled with group, Traveled with partner
Apr 13, 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Huge letdown. We booked a swim-up suite expecting late-night access to the pool—only to be told all pools shut down at 8 PM. Why pay extra if you can’t use it when you want? Total waste.
Then came the dinner dress code surprise: men must wear long pants at all restaurants, which was never mentioned when booking. My bf, understandably brought only shorts and was turned away from dinner every night. No flexibility, no warning.
Our experience at the hibachi restaurant was a low point. We were persuaded to pay $40 to reserve a spot and a bottle of wine for my bfs birthday dinner. They said it would sell out, so we reluctantly agreed. When our reservation time came (7:30 PM), two ppl from our group arrived on time, while the rest of us showed up at 7:40. The same staff who had pressured us into paying suddenly blocked us at the door and said the reservation was canceled-despite our friends already being seated. When I confronted him, he told me we were late (by 10 minutes!) and insisted that was enough to void the reservation. This kind of customer service is over the top and not even standard in the U.S- esp. after taking our $. We were eventually able to stay, but the damage was done.
To top it off, a raccoon chewed thru our screen into our room. When we called the front desk No apology. Just blamed us for “leaving the door open” (we didn’t).
From hidden policies to bizarre service & safety issues, this resort is not it. There are better places in Cancun. Never again
Lisa
Stayed 4 nights in Apr 2025