Meh

We loved the accessibility of everything! We were right on the ocean and got to see giant sea turtles beaching to lay their eggs. This resort was wonderful for our family and we will definitely be back! If I had to choose something we didn’t like the only thing would be that the bottom of the pools were very rough. Our feet did hurt a bit from it, but that would be our only complaint.

Todo excelente me encantó tiene todo

The staff was not accommodating at all! We never got to eat at the restaurants on the property. They were full upon arrival on Monday! So we ate buffet all the time until we left Friday! The rooms are not nice! We had to upgrade and pay extra! Very outdated and not a vibe! Does not come close to the Hard Rock where we stayed last year.

The cleaning crew was very good at their job as were the rest of non management staff. The food and drinks were awesome. We had a great time and will definitely go again.

Staff was amazing attentive to all of our needs through out the whole stay.

The food wasn’t all that good and the elevators were extremely hot. Other than that it’s a great resort

The facilities are a little old, the staff very bad, they gave us a terrible service, we would not return again, terrible attitude of everyone, very bad service on the beach.

The part that wasn’t good was the hotel food. The buffet food was always cold. The restaurants have about a 1 hour wait. And the Japanese restaurant is always reserved days ahead.

Food was great

Good hotel but no the best

I had a pleasant stay overall. The room was clean and comfortable, and the balcony offered a nice place to relax. The pool was well maintained and enjoyable, and the staff were friendly and helpful throughout my stay. The only downside was that there was some noise at times, and a few areas could use a little updating. Overall, it was a good experience, and I would consider staying here again.

Excellent location. Very cozy rooms. Overall cleanliness exceeded my expectations. The culinary variety is wonderful. Two things I would improve are the daytime and nighttime activities.

The rooms were clean and comfortable. The pool had several fun activities that kept my teenage son entertained. The balcony was excellent, especially like the drying rack. The staff was polite and helpful. Definitely coming back.

We forgot something valuable at the hotel and did not realize it until we got to the airport. We contacted the hotel and they retrieved it immediately and have it sent to the airport just in time! Amazing customer service!! Thank you!!

Staff was exceptionally friendly, welcoming, and insured that we had everything we needed and we’re always available to answer any questions we had. Food was much better than I’ve experienced at any other buffet, and the restaurants were exceptionally good. Rooms and resort was very clean, would definitely recommend!

Beach and exterior pools-lobby are esthetically beautiful. Rooms are spacious especially oceanfront suite, but rooms are quite dated and showing their age unfortunately. We had issues with some outlets not working, toilet handle was broken and had to call maintenance 2x in 4 days to fix overflow! Difficult to get seated at speciality restaurants- if not lined up at opening time to put name on wait list you will need to eat at buffet only. Hibachi was great, Italian was super slow. All food was mediocre-if a foodie will surely disappoint. 24hr cafe for iced lattes was fantastic and Carlos at lobby bar making specialty spirit cocktails with espresso were best drinks entire stay. Outdoor pools beautiful but main pool floor rough due to age and wearing. Comparing to other all inclusives we had stayed in Playa del Carmen and Caribbean this was so-so.

Great location. A hotel that covers all the amenities. A wide variety of food and drinks. Cleanliness everywhere—I loved it. The staff were very friendly and helpful. I would only improve two things: the hotel entertainment and the seaweed cleanup on the beach.

Our First Time in Cancun – A Huge Disappointment This was our first trip to Cancun, and we chose this resort because it advertises itself as a 5-star hotel. Unfortunately, it did not meet our expectations. The rooms are small, outdated, and have a serious humidity problem. None of our clothes dried during our stay. The beds, floor, and bedding were constantly damp, and we had to sleep on wet sheets for two nights. We later learned from other guests that this is not normal at other Cancun resorts. Because our clothes remained wet, we had to pack damp luggage, which caused us to pay extra baggage fees on our flight home. Room service was also disappointing. Dirty dishes sat outside our room for almost one days. For a 5-star resort, we were surprised that room service could not be ordered from the restaurants, and the in-room dining menu had very limited options. We also attended the membership presentation because we were interested in hearing there IBEROSTAR sales presentation for extra perks. After deciding not to purchase, an older staff member, the closer, became rude, unprofessional, and made us feel uncomfortable for saying no. He said he was the director, and was a lie. Finally, although I entered the correct ages of my children when booking through Expedia, the hotel still charged us an extra fee for our 13-year-old at check-in. Overall, we paid premium prices but received far less than expected from a 5-star resort. We would not return or recommend this hotel.

Our stay at this hotel was extremely disappointing and, more importantly, unsafe. The room we were assigned was an ADA-accessible room, and it had several maintenance and safety issues. The shower chair was broken, and when I sat on it, it collapsed, causing me to fall and hit my head. It is unacceptable for a safety device intended to assist guests to be in such poor condition that it causes an injury. To make matters worse, there were electrical outlets with exposed wiring right next to the beds. This is a family resort, and having exposed electrical hazards in a guest room—especially where children may be present—is completely unacceptable. The toilet was also broken and had to be repaired during our stay, which further reflected the poor maintenance of the room. In addition to the room issues, the service at the restaurants was disappointing. The staff was generally unfriendly and unwelcoming, but our worst experience was at the Teppanyaki restaurant. The service there was particularly poor, and the staff’s attitude made what should have been an enjoyable dining experience very unpleasant. We chose this hotel expecting a relaxing family vacation, but instead we encountered safety hazards, maintenance problems, and consistently poor customer service. A resort of this caliber should prioritize guest safety and provide a much higher standard of hospitality. Unfortunately, our experience fell far short of those expectations.