Park Royal Beach Cancun - All Inclusive

Very family orientated resort- kids and adult activities. La Isla mall across the street- Juan Carlos was helpful with anything we needed.

My friends and I had a blast! Staff was amazing and made the experience all the better! Javier in the lobby bar was awesome and mixed great drinks and had great conversations! This was my first all inclusive and found plenty of good food and drink options for lunch and dinner daily. Italian was very popular but definitely worth the hype so get there early to get a reservation as it’s definitely worth it! El Pescador was also very good and had a lot of fish options, pizza was also fantastic! Location was awesome too and has a huge beach and plenty of lounge chairs under umbrellas. Rooftop bar had to be one of my favorite spots to watch the sunset on the entire property. Room for us was large and spacious with a nice living room and bar area which we hung out at before heading to dinner! We stayed in two rooms during the trip and our first night in the main building was much smaller before our full group arrived. For a quick trip with a few friends, this was the place to be!

Had amazing time here. Feel so welcome and safe. Kids club was kids friendly but my daughter don’t speak or understand Spanish, so she had had time commuting. Would be great if some staff speak a little English.

We miss so many days whit my girls waste because of sunwing didn't show up when They were supposed to but some one From the hotel, she helped us her Service was excellent, thank you, Janet.

Tour guide didn't show up on time 5 days late

Waitress Pablo, he was great in his Job, every dinner in the Italian Restaurant the attention of every single detail was perfect.

Everything was beautiful and clean great service from all the staff who are all so friendly Felix in the veranda was very attentive and a great server

Been a long time since we were here last resort is nice great location but the buffet is lacking, really seams the whole place is understaffed. Bars didn't open until 11 anywhere so no drinks until then, with no table service unless your on the beach pool side you needed to go to the bar and wait in line. Food has also slipped some not quite how I remember it being and drinks seamed watered down not that I drink that much but never really even seamed to get a buzz even drinking the beer except for the cans from the room

Our waiter Didier was great and treated us very well! He was very attentive and got us everything we asked for very promptly!

Hotel was great! We got the all inclusive package. It was fantastic! Food and drinks were great! Frida was our favorite of the three restaurants. Service was very friendly. Would definitely return!

We attended the members dinner and wow!! It was the best meal of the 2 weeks we have been here. Danny was an excellent waiter and the cook, Javier, made the best Salmon. (And I don’t like salmon!)

Antonio at andiamo was friggin fantastic. He was an awesome waiter and his server is fantastic. food was plentiful and great

Overall excellent and wonderful experience on my first trip. Love the culture and people. Many more sites to see.

Catered mostly to locals, and it's more intimate vs a larger resort. Loved the privacy and being able to "disappear" for a few days.

Very good service, fast and perfect portions, enough not to get you filled with the starters but you can make it through the dessert. Definitely very good and would highly recommend. 👏👏👏👏

Had problems with the room. A leaky toilet and a nonfunctioning safe these problems were taken care of thanks to the attention of Carlos concierge. He was very attentive and was quick to see our problems were solved. The buffet restaurant servers were very attentive especially Gabriel and Felix.

Andiamo restaurant was amazing, the experience, the attention; our server Antonio absolutelly incredible and gave us excelent suggestions

Alexander was a great bartender. Excellent service. He likes to satisfying the guest at the hotel. Prepare good drinks

we had horrible experience with rooms, we had to change rooms several times because of water leaking. We had no Rep. to help us around or we had question to ask. We always was sending from one desk to another . We had the worst experience.

Yes, very satisfied and very good hotel

Maria and Francisco from the buffet and George from the beach bar were amazing! They anticipated our needs and gave us the best service ever. Maria was always so kind and thoughtful. We appreciate their help and the friendly service.

We arrived early at El Pescador restaurant and got the same great experience throughout the whole dinner. We met incredible staff (Erick, Eduardo, Roberto, Nahum) - super respectful, helpful and always with a smile.

Roberto, Antonio are great!! They provide excellent and professional service as servers, very attentive and go above and beyond with the service

Great location but the best thing here was the service. Eduardo, the captain, was very very kind and helpful in every single detail.

We had a great experience overall but I would like to highlight one of the many event they offer: Judith, the in-house Sommelier, gave an outstanding presentation on wines, wine tasting and food pairing. She was very knowledgeable and passionate about her job. She was key to having a great experience. The food was very tasty and well prepared. The wait staff was well trained and provided an excellent service. Eduardo, the Captain, oversaw the whole process made sure we had a great experience. The background music ant the setting couldn’t be better Overall was a magical evening. Thank you !!!

This is the worst resort we’ve ever stayed at. *Entrance/lobby: was nice *Terrance suit: nice and spacious *Room entrances door: was complicated to open, it would get stuck when opening and closing *Sectional couch/pillows: dirty/stains *Bedding sheets and pillow cases: stained with pen marks, make up and who knows what else *Table and countertop: have a lot of drink rims stains * Restrooms: faucets are peeling, sinks are dirty, toilets have black stains in the toilet bowls * towels: are old and This is the worst resort we’ve ever stayed at. *Entrance/lobby: was nice *Terrance suit: nice and spacious *Room entrances door: was complicated to open, it would get stuck when opening and closing *Sectional couch/pillows: dirty/stains *Bedding sheets and pillow cases: stained with pen marks, make up and who knows what else *Table and countertop: have a lot of drink rims stains * Restrooms: faucets are peeling, sinks are dirty, toilets have black stains in the toilet bowls * towels: are old and threads everywhere * Water to shower: NO HOT WATER it’s warm not hot enough * Terrace: floor is not clean properly *“Jacuzzi Terrace”: was moldy and NO HOT water!!! * Sliding glass doors: were so hard to open and closed. Have to be careful closing otherwise you smash your fingers * When it rained water came through our sliding doors! *Cable tv: the shows glitch all the time * A/C: horrible our suit was never cool enough at night it was the worse! Room felt stuffy FOOD Buffet ( la veranda) * Breakfast, lunch and dinner was terrible!! * Food had no flavor * at buffet some side dishes were served all over the dining room with food in the middle of the dinner tables and are not told unless you see it yourself * was told they had Mexican, Mediterranean, and etc but it was always the same meals just a name change. ALWAYS PORK if they out of a dish they served grilled tomatoes * Salsas were extremely watered down * all juice drink were watered down, the only one that was not to bad was horchata Restaurants FRIDA: *The best part was the salsa and chips * the guacamole that was freshly made in front of us was good the one they bring out no taste * dessert no flavor that includes all restaurants and buffet too Andiamo: * same no flavor best part was the crab cakes El Pescador: * the steak sandwich was edible at lunch time. Munchies snack bar: * Burger patty was not fully cooked * this services was from 11am- 6pm by 2pm there was no more fries, lettuce, tomatoes, etc GYM: *rusted, falling apart, workout machines uneven wire on machine are about to rip, (dangerous) *No glass cups only at restaurants *Plus, not enough cups or plates for munchies bar that the waiters had to be looking around to pick up for the burgers. *How they wash The plastic cups at the bar station is not sanitary at all. *There is no room service. You have a mini bar in your room ( a mini fridge ) they serve 7up and Pepsi and beer. they provide no other snacks. Now drinking water, they have no bottled water. They give you 2 water bottles to refill at there water station. It was 5 of us and only gave us 2 bottles. ***I spoke to Marisol, whom everyone referred to as Licenciada Marisol. Hopefully she can make many changes to this resort***

Antonio capitán from italian restaurant. Magnificent job. And Eduardo Koyok. Both guys with the best service ever. Allways asking for oír experience.

We wanted to share how much we appreciate Juan Carlos Blanco from Park Royal. He is one of the kindest and most helpful concierges we have had the pleasure of meeting! He is very knowledgeable about the resort and the surrounding area and is dedicated to making your stay wonderful!

Rooms were comfortable but it is hell to just be able to get water!!!

Clean

Everything was on point. The service amazing I would love to come back again thank you park royal hotel for making our vacation better

We had an amazing experience with the best server, Baudelio!!! He gave the best recommendation on food and drinks and surprised us with different unique drinks!! Best experience thanks to Baudelio!!!

The staff was very helpful, kudos to Juan Carlos, excellent service. The food was great

Frida restaurant had the best food! We ordered seconds of the ta o plates. They were all delicious. Daniel Calderon was our waiter and gave us the best service!!

it was a very great experience bartenders Holanda and arturo in the CoCo bar were very very polite and nice with me and my family

Leaked dirty water in my room from cealing.

Amazing Hotel right on the beach , a family pool and adult pool with pool side bar , food was ok good options to pick from with 3 Al a carte restaurants also. Book your excursions with get my guide for much cheaper prices don’t buy from the hotel.

We enjoyed staying in the resort . Staff were very accommodating and welcoming. They made us feel like we are their family . The place is clean . Food selections were good 👍. Area is safe , love their shopping mall just across the resort . Special shout to Janet ( concierge lady ) for helping us with the reservation since the reservation app was not working at that time . Will highly recommend this place

Not recommended for….food was terrible, too much salt. Room ac is not working and reception just ignore us after 5 times reporting reception change different room which smaller the what I paid

Henry and Omar were excellent! They worked the bar at the upstairs pool, Donna’s. The drinks at were absolutely excellent! Both Omar and Henry have wonderful smiles that they greet you with! Their personalities truly shine! Especially, Henry!!! Carlos at membership services was absolutely wonderful! He took care of every need that I had and my friend’s needs as well.

Understand hotel has been sold, it is sort of obvious in the cutbacks we noticed. As non-Spanish speaking Americans I wish the staff who clean the rooms spoke a bit better English, as a person with a disability I wish the toilet seat were higher and the shower had grab bars

We were at the time of visit timeshare owners with Royal Holiday. Due to the horrible customer service we were not interested in renewing our timeshare which is set to expire at the end of this year. The front desk, hostesses, concierge, and upper management were rude and made us almost feel unwelcome at the resort. We were unable to dine but one evening of the 4 there at one of the on site restaurants due to the Royal Holiday App failing/crashing. I would highly suggest anyone considering this resort to switch to the Grand Park Royal Holiday which is right up the road from this resort. We had a wonderful experience at the Grand Park 3 years ago when staying there.

An amazing stay at the Park Royal beach resort. All staff looked after us very well, amazing service and a great hotel. A massive thank you to Omar and Henry who served us drinks around the pool at the Dumas bar, daily during our stay. They were super friendly and always had a smile on their face. Making our trip that extra bit special. Would definitely be coming back again. Thank you so much, from the 4 girls from England

Well I had an excellent time at this hotel. I don't understand anything these other reviewers are saying. I had fun. We caused fun with our staff and they gave fun right back to us... With high fives, almost hugs.... And lots of love and laughter every day. Our room was spacious, very good AC, shower had best temperature and water pressure I've ever known. Food was tasty, lots of variety, etc.... Etc.... It's not super expensive fancy 1st class gourmet crap, but we didn't want that, so if your Veronica Lodge, go home, your not invited to the park Royal resort. This place is for fun, families, and couples who aren't boring. We need to give a very special shout out to the manager of Italian and Mexican restaurant Eduardo, and the waiter Antonio, and Bau. Service beyond service. We mentioned my wife was gluten free, and Eduardo bent over backwards to get her really good meals, gluten free, no cross contamination or nothing. Every meal! She ate like a queen. Antonio made us laugh, sang us a song that makes enrique iglesias jealous. Beau was full of life and joy and made me alcohol free drinks that were very good. Out of the ordinary good time, and good service. I gave that staff a healthy tip every single meal and the service just got better and even better. When I come back here, with friends and family, I'm coming because of Eduardo, Antonio, Beau and rest of the staff. Party time, love time, family time at Park Royal.

They need to have a laundry room.

More entertaining and people needs to be more focus with the visitor when I arrived a bunch of employees in the corner maybe they were in lunch but looks unprofessional

I stayed at the resort for 4 nights and had a great time, it is great value and the location is fantastic. There was an unfortunate event where the staff did not understand me very well, and I got served alcohol even after mentioning that the drink should be virgin twice. Our concierge Juan Carlos was the best part of the trip, he helped us book restaurants in the hotel, helped us call local businesses to ask for availability and was always available for us for any questions we had. If he was not there, my review would have been a 3 star and not 4. The bathroom sink was clogged when we got there. We put in a maintenance request on the app but and nothing happened until we told Juan Carlos who expedited our request. Food is okay at the buffet and restaurants, some things were great but most was below average. The restaurant cleanliness is bad, they never sanitize or disinfect the tables in the buffet restaurant, it’s only wiped down with a dry cloth. The cutlery is placed directly on the table and not on the cloths provided, which is not sanitary at all. The room is very large and the bed is comfortable, AC works well and the cleaning staff are great. The shower wouldn’t always have hot water as well. There was seaweed on the beach when we were there, but it was expected because of the time of year. Overall, the hotel is good and budget friendly. It’s right in front of La Isla mall and the hotel zone is a nice and safe place to enjoy even at night.

Went here with friends for a mini vacation highly don’t recommend this hotel “resort” was treated poorly, food wasn’t good, poor service in dinner reservations. The only fun part was doing water aerobics.

I stayed at the resort for 4 nights and had a great time, it is great value and the location is fantastic. There was an unfortunate event where the staff did not understand me very well, and I got served alcohol even after mentioning that the drink should be virgin twice. Our concierge Juan Carlos was the best part of the trip, he helped us book restaurants in the hotel, helped us call local businesses to ask for availability and was always available for us for any questions we had. If he was not there, my review would have been a 3 star and not 4. The bathroom sink was clogged when we got there. We put in a maintenance request on the app but and nothing happened until we told Juan Carlos who expedited our request. Food is okay at the buffet and restaurants, some things were great but most was below average. The restaurant cleanliness is bad, they never sanitize or disinfect the tables in the buffet restaurant, it’s only wiped down with a dry cloth. The cutlery is placed directly on the table and not on the cloths provided, which is not sanitary at all. The room is very large and the bed is comfortable, AC works well and the cleaning staff are great. The shower wouldn’t always have hot water as well. There was seaweed on the beach when we were there, but it was expected because of the time of year.

The room was very clean and tidy every day when we returned. The property was small, it’s not a large resort. The staff were very friendly and helpful. The food is where it lacked for me. There weren’t enough options at the buffet, to schedule a dinner reservation, it literally had to be within minutes of when the time slot opened, and if you didn’t get it within those few minutes, you were out of luck. The Mexican food isn’t what we expected for it being from Mexico. The over all resort was clean, no problems there. The lobby has no AC, so you’re dripping sweat when you’re in there for their night entertainment, which lacks. If you want a night life at your resort, this isn’t the place to stay. Their roof top bar is pretty, but not a place for dancing. It was more relaxing than a club type of atmosphere. There isn’t a 24/7 snack option either. So once the restaurants close, you’re out of luck if you want to get something to eat. The bus stop to visit local areas and restaurants is close, which makes transportation easy. The mall is literally right in front of this resort as well which is nice.

We stayed a week and had a really great time. The bartenders went out of the way to be friendly and made us excellent drinks. We also had a great time with our waiters. They were very attentive and went out of their way to make our Mill a pleasant experience. Really loved the foam party in the pool. That was a highlight. Also enjoyed the rooftop bar Equinox. Was the perfect place to have an evening night cap.

Overall great experience with the family. Proximity to La Isla mall and a pharmacy (right opposite the hotel) was indeed helpful to do some shopping and get other basic things. The staff were amazing, shout out to Juan Carlos (concierge), Menuel and Medel.

Enjoyed the amenities, the availability of food throughout the day, and the welcoming staff.

The hotel is clean and well maintained. Spent a week with the family & staff was friendly but the services from Victor Blanco was above and beyond. He treated us like family and made sure we didn’t have any issues or problems. He would check up routinely and was on top of any needs for our family! Truly a star employee.

Great service from our concierge Juan Carlos. Food was ok. Snack bar for kids was great. Proximity to airport is great and close to La Isla mall is a big plus.

Hot shower water or pressure wasn’t consistent.

Overall my family and I had a great time during our stay but there were some minor inconveniences with the property and staff and if you can please avoid the timeshare presentation they are very persistent about that.

The property was beautiful and the staff were amazing! They do overcharge for taxi services, but other than that, it was an amazing experience!! 10/10

I had a great time at Park Royal Cancun with the help from concierge Carlos. He is doing everything he can to help us get the best out of our trip. He is very attentive and caring for everyone in our family. His customer service make me want to return to this hotel all the time. Please find concierge Carlos at Park Royal Cancun. We love him a lot.

We loved the staff! They were all nice and willing to help. The cleaning staff did an amazing job with our room every day. Very detailed oriented. The food was good. The pools were very fun. My kids had a blast in the kids pool. Very kid friendly. They had events going on every day which made it very convenient if you want to stay in the hotel every day./night. The hotel was also very close to the Isla, Aquarium, and other shops. The excursions we got through the hotel were fun and picked us up right at the lobby. The room was nice and cool every night. The water pressure was also amazing. This hotel is a great hotel for families!

convenient to the beach & mall

Nice property all inclusive First off, it's super inclusive, with ramps and wide doorways everywhere, so getting around was a breeze for everyone. The staff? Absolute rock stars-always ready to help, from grabbing a low table for dining to offering braille menus without blinking. The rooms were spacious, with grab bars in the bathroom and a roll-in shower that actually worked well. The beach area had these cool mats for wheelchair access right to the water-genuinely thoughtful. Food options were endless, and kid-friendly menus, and the vibe felt welcoming for all ages and backgrounds.

Our washroom

This hotel was fantastic. The server staff were 100% attentive. The cleaning crew not so much. Our room was fantastic everything was perfect expect for the use bandaid in our room. The pool was over crowded but the beaches were empty. We enjoyed the beach and got one day to swim in the ocean. The next day unfortunately due to Mother Nature seaweed took over and was not swim-able.

It was a great experience, The service, dinner and beverages. The hostess Ana and the waiter they treated us well. Thank you.

The point person for Expedia- Juan Carlos was the most helpful person ever. I felt confident that I could ask him for anything and he would do what it takes to make it happen.

Staff were helpful particularly Juan Carlos a concierge who checked upon use regularly throughout the days to ensure we were comfortable and satisfied. His care and communication was encouraging/reassuring as the staff at check in were not very helpful. The restaurants' staffs were amazing. They celebrated our birthdays with us and helped to make us feel special. There was a wide range of food to eat although we are not pork eaters, there were many other options. I also like how the have pop-up stalls outside for a taste of cultural food. The entertainments during the days, water aerobics was good. The fire show was magnificent on Monday night. Great range of gym equipment.

Wonderful service given to us for dinner at The Pescador restaurant. Ana Cota and Jesus were wonderful. Ana helped us with getting reservations at the restaurant. They received us with a great smile and Jesus was such a wonderful waiter. He had a wonderful smile and was very attentive. Make sure you go to this restaurant and request for them to help you out.

Staff friendliness

I celebrated my birthday here in April 2025 after recommending this resort to clients a few months earlier, and I’m so glad I came! Pros: Location: Perfect beachfront setting, right across from La Isla Shopping Village with high-end retail and a movie theater. Hospitality: Staff went above and beyond—special thanks to Carlos (my go-to for everything, and he delivered every time!), Helen, Amilio, and the wonderful older gentleman at the Pool Bar who always made my favorite chocolate drink without me even asking. Ambiance: The entire property smells AMAZING, and the grounds are simply beautiful. Amenities: Spacious rooms, family-friendly entertainment, budget-friendly rates, and great resort facilities. Service: Truly personalized and thoughtful—made our stay extra special. Cons: Food: Buffet options were repetitive and not the best quality. Dining overall was underwhelming, and we often ate off-property. However, the private dinner was excellent and the best meal we had all week. Overall, despite the food being a bit of a letdown, the incredible location, gorgeous grounds, and outstanding hospitality have us excited to return. The staff truly made the difference in our experience! (Shots out to the most amazing Concierge ever, Carlos!!!! Along with Helen and Amilio. I wish I could remember the older gentleman's name at the Pool Bar. He kept my chocolate drinks coming daily without asking)

The property has old furniture and needs a lot of upgrades!

Viajamos una familia de 5 , al llegar no te brindan nada, en la habitacion la habitacion las almuadas son incomodas y las camas son para personas pequeñas yo mido 6 pies y se me salian los pies, las duchas no calentaban el agua, el buffet- las comidas super ricas y variadas, el staff de animacion super cheveres todos fueron agradable y todo el tiempo alegrando a todos por lo demas todo bien

Very nice!

This property staff has not to much knowledge they don’t provide city guide and other transportation options even in you you extra or public bus some people they don’t know where to start visit please provide city guide map

The place is clean and neat .

El Hotel está relativamente bien,

Located right across of La Isla mall, staff is friendly and they try their best to make your stay the best. Restaurants are decent, buffet with variarety of dishes every day, speciality restaurants are small so they get booked really fast. Pool areas: Main pool and kids pool could take better maintenance and care to keep them clean at all times.

Great experience would come again Janet Rosas, and now a member of to the royal team . Food and drinks were amazing, receptions was there for all the family needs, would recommend to all friends and family,

Rooftop bar at night had excellent views of the surrounding areas, night time party below was fun. Beach area was really nice as well. They had lounge chairs, cabanas and beach volleyball set up on beautiful white sand. The staff were super friendly and helpful, even with limited Spanish capability.

Good

We, family of 6, had an amazing vacation in July 2025 at Park Royal Cancun. We had a spacious family room which is great because my kids won't stay in separate rooms. The hotel has kids’ programs, which kept our kiddos entertained throughout the stay, which gave us some time to relax. The buffet there was always fresh with different kind of dishes, and the waitresses there were always friendly and . The poll seemed to be overcrowded, get your spot earlier. Also, I'd like to mention that we had the pleasure of being assisted by Juan Carlos at the concierge desk. From the moment we arrived, Juan Carlos went above and beyond to ensure our trip was relaxing, and memorable. Carlos was very friendly, helped us make dinner reservations, and even gave us helpful tips on how to feel comfortable. His warm personality, professionalism, and attention left a good memories about the hotel itself. He checked in with us throughout our stay to make sure everything was going well and always greeted us with a smile. Thanks to Juan Carlos, our vacation felt very special. My recommendation to all, if you're staying at Park Royal Cancun, find Juan Carlos – he’s the kind of person who turns a good vacation into a best one! I would recommend this hotel to everyone.

We were a family from the USA and I enjoyed staying in a Hotel where we were the minorities. We felt like we were at someone else’s family reunion the week we were there. We absolutely loved the energy and excitement for all the things going on. We were not there for the pool but the beach and it was beautiful. Lots of space and room to spread out with plenty of chairs The pool was small and crowded and people woke up early to save their spots. We didn’t care because it is not where we wanted to be. We ate at the buffet the whole time, because we were too lazy to make reservations. We loved the buffet and were happy with the options. We aren’t resort life people. So we weren’t there a lot. So it met our needs and was a good price for an all inclusive to be able to go on excursions and explore the area.

The staff were absolutely amazing in all aspects from checking in to housekeeping, the waiters, hostess, grounds keepers, checking out, bell hops, etc. The property was amazingly clean. Beds and pillows were so comfortable. The food was absolutely amazing. The buffet had an excellent choice every day. The 3 restaurants on the property were so good. Great selection on the menu, so much food and the presentation of food was so good and the flavor so delicious. The pool areas were very nice. I definitely would recommend this Resort 100%. Thank you Park Royal Resort Hotel for making our stay so wonderful. The Calentine’s 2025

I really like it, location and family enviroment

Overall great stay for family with kids. 3 cons: sofa in room was very dirty, seaweed at the beach never cleaned so kids didn’t really enjoy the beach, and the pool area is limited on seating, families would hog seats all day even when they were not present. Food was hit or miss depending on the day or meal. Everything else was great! Many things for the kids to do.

We had a great time by participating on most of the activities held by the entertainment team. Mattress in the rooms were not that comfortable but the rest of the furnishings were up to standard. Loved the idea of the bracelet as key to the room, it made it easy not to loose the key and always have it handy even for the kids.

Really enjoyed the family atmosphere. Staff was friendly and activity group was awesome. Milka, Angel, and Joe were so engaged with the guest. Captain Enrique was so attentive and great. My server Manuel, And Daniel the bartender were phenomenal. Love the people here.

Great location if you plan on visiting la isla which has a variety of shopping stores and restaurants! The food is not good here and you have to make reservations for all restaurants except for the buffet which does not have a good variety of food. We ate across the street every day and night. The first night we got there, most food was gone at the buffet. There is no room service at this hotel. The grounds are kept a neat and nice. I would probably not return here.

Average price, average stay. Overall good. A big plus is the hotel is accesible to public transport that will cost 95%less than a taxi.

Loved the vibe of the place, the hotel building was architecturally beautiful and the surrounding landscape, and swimming pools along with the dine in food places situated next to the pool and lush landscape complimented the resort. The resort has one of the best white sand and blue water beach location access with complimentary straw covered umbrellas. Late night music and dance arrangements. Food was great selectively. The staff was hardworking and polite. Just dont lose or throw away the wrist bands the actual cotton strap along with the room key otherwise they will charge you for it.

This property is at an excellent location. Right across from the mall. However, the room is old and very dirty, AC is mess up, pool is packed and dirty. Kiddie pool is super dirty with cloudy water. Public restroom was the worst with the smell of sewerage. Food and drink was not good. We spent a ton of money eating out although we paid to stay at an all inclusive resort. Very little selection at the buffet mostly vegetables. The other restaurants are hard to get in. No time slot available for reservation. Menu stay the same every day. Food served very slow. That’s why they couldnt accomodate all guests. I do like that they offered a breakfast box in case we had to go on an early excursion. I love our concierge Juan carlos. he was the only one that made our stay more enjoyable. He helped us in every way he could and check on us everyday to see if we need anything. Very good man.

Our stay was deeply disappointing and far from the expectations of a 4-star resort. This trip held special significance for our family, and we chose this resort based on the assurance from the reservation agent that we’d have two presidential suites with ocean views. Unfortunately, upon arrival, we were placed in a first-floor suite with a parking lot view. When we raised our concerns with management, we were told, “We don’t sell views,” and that the agent likely made false promises just to close the sale. The lack of communication between departments was obvious and disheartening. The suite itself had multiple maintenance issues: the AC didn’t work, the TV was falling off the wall, and the shower lacked proper seals, causing water to flood the bathroom. We reported these problems multiple times with no follow-up or resolution. After two days, Marta and Rocio kindly assisted us in moving to a better suite with an improved view. Dining was mediocre at best. The resort’s app used for making dinner reservations was unreliable and nearly impossible to use for parties larger than four. It opened daily at 4 p.m., but everything was booked within minutes. Staffing shortages were apparent, and the bar offered limited beer options—only Dos Equis. Pool seating was a constant struggle. Guests placed towels on lounge chairs as early as 6 a.m. to “reserve” them, then left. When we tried to use empty chairs, other guests confronted us aggressively. Staff were indifferent and did nothing to address the issue. The rooftop offered a lovely view but was poorly maintained, and the bartender was disengaged, often on his phone. On a positive note, Angela, David and Gabriel at the Veranda Restaurant and Jonathan at the pool bar provided outstanding hospitality, which we truly appreciated. Also the Fantastic Team (Angel, Joel and Milka) were amazing and do their best to keep guests happy. While the location and building have potential, the overall experience fell far short due to poor service, mismanagement, and lack of attention to detail. Improvements are needed before this resort can be considered anywhere near 4-star quality. Nuestra estadía fue profundamente decepcionante y estuvo muy lejos de las expectativas de un resort de 4 estrellas. Este viaje tenía un significado especial para nuestra familia, y elegimos este resort basándonos en la garantía del agente de reservaciones de que tendríamos dos suites presidenciales con vista al mar. Desafortunadamente, al llegar, nos colocaron en una suite en el primer piso con vista al estacionamiento. Al expresar nuestras preocupaciones a la gerencia, nos dijeron: “Nosotros no vendemos vistas”, y que el agente probablemente hizo falsas promesas solo para concretar la venta. La falta de comunicación entre departamentos fue evidente y desalentadora. La suite en sí tenía varios problemas de mantenimiento: el aire acondicionado no funcionaba, el televisor estaba a punto de caerse de la pared y la ducha no tenía los sellos adecuados, lo que provocaba inundaciones en el baño. Reportamos estos problemas varias veces sin seguimiento ni solución. Después de dos días, Marta y Rocío amablemente nos ayudaron a cambiarnos a una mejor suite con una vista más agradable. La comida fue mediocre, en el mejor de los casos. La aplicación del resort para reservar cenas era poco fiable y casi imposible de usar para grupos mayores de cuatro personas. Se abría diariamente a las 4 p.m., pero todo se reservaba en cuestión de minutos. La escasez de personal era evidente y el bar ofrecía pocas opciones de cerveza: solo Dos Equis. Conseguir asientos en la piscina fue una lucha constante. Los huéspedes colocaban toallas en los camastros desde las 6 a.m. para “reservarlos” y luego se iban. Cuando intentamos usar sillas vacías, otros huéspedes nos confrontaron de manera agresiva. El personal fue indiferente y no hizo nada para abordar el problema. La azotea ofrecía una vista encantadora, pero estaba mal mantenida, y el bartender parecía desinteresado, frecuentemente usando su teléfono. En una nota positiva, Angela, David y Gabriel en el restaurante Veranda, y Jonathan en el bar de la piscina brindaron una hospitalidad excepcional, lo cual apreciamos mucho. El equipo de entretenimiento (Angel, Joel y Milka) son excelentes, tratan de hacer lo mejor para entretener a los huéspedes Aunque la ubicación y el edificio tienen potencial, la experiencia general estuvo muy por debajo debido al mal servicio, la mala gestión y la falta de atención al detalle. Se requieren mejoras antes de que este resort pueda considerarse cercano a la calidad de 4 estrellas

Couldn’t get reservations at restaurants easily .. pools small… Only one place for snacks … line was long always ( only one person attended the place) more than 30 min to get fries or hot dogs etc Food was okay… (but not enough people to attend in el pescador restaurants. Took a lot of time to be attended)

Staff was friendly and rooms were clean but there was very few pool seating available, only 1 small pool for all ages, and it was really hard to make reservations for the restaurants. Sometimes the bars/restaurants seemed understaffed and it would take a while to get food/drinks.

I really enjoyed this hotel always very clean and staff is great and kind. Just this year the buffet restaurant was a bit the same every night chicken and pork every night, not alot of options for kids

It was okay

This resort was definitely the worst my family and I have stayed at in Mexico. 3 out of our 4 rooms had issues. The pool areas and food were not the best.

The best thing about this hotel is the staff. They were hardworking and beyond helpful. The underlying issue is capacity. The hotel has many rooms and also people use it as a timeshare and AirB&B. Unfortunately, there is only one restaurant that is open all day and it is buffet style. There is another restaurant that is sit down that is also open most of the day. They have a snack bar that opens mid-day. And two dinner restaurants that are only open from 6-10 with reservations. We were able to get reservations without a problem on their app. But that limits your lunch and breakfast options. Also, because of the limited options, there was usually a 15–20-minute wait to get seated for the buffet. The staff was running around refilling items but couldn't keep up with demand and things would run out. Once we went for breakfast around 10 AM and it was slim pickings. There was a water pipe that burst on one of our days and we didn't have water for a few hours. The rooms are a decent size. Our room didn't have windows that opened. So we couldn't dry out our clothes or get some fresh air circulating. They also are going eco-friendly by not providing disposable water bottles. Instead, they provide two reusable water bottles to use during your stay. There were four of us in the room and we were there for 8 days. There wasn't any dish detergent or sponge to wash it out and we had to share between the four of us. They also look identical, so they'd get mixed up. They do have many refilling stations around the park but the water is warm, so you have to go and ask for a cup of ice to cool it off. They have 3 pools. The main one without enough seating. The adults one that is not handicap accesible and the kids one with slides and wading water. The entertainment team did their best. It feels like there is not an investment there. Joel and Milka were awesome at connecting and making the day fun. But when they weren't there, it was a bit boring. They also don't have nightly entertainment. They have shows on Mondays and Wednesdays. The other days they alternate between karaoke and a DJ. Overall, the best thing is the staff. But it is lacking in so many other areas that we wouldn't go back.

They oversell the property; you don't get what you pay for. they don't honor your reservation they just give you what is available at the time you check in. making changes seems impossible. Very rude front desk. they think they are doing you a favor for stuff you already paid for, and they do not honor them.

Carlos was amazing and so nice. He brought me cake my birthday. It was very clean and I appreciate this day. I will come again.