Great location, very nice beach, hard working staff, terrible management, terrible reception, poor entertainment, poor quality food, and senseless rules!
I have never been to a hotel who rate themselves five stars, but offer services no better than three. All inclusive aspect of it is a joke. At this resort, they handout different color bracelets based on your accommodations and you are banned from certain hotel areas, pool areas and restaurants!
When I arrived, they gave me a so called an upgrade from the expensive suite I booked by accommodating me at the adults only section of the hotel. When I asked why, they told me that there were no children allowed in the areas, so that it would be much more quiet! Honestly, I would have preferred children over bunch of obnoxious drunk adults screaming, slamming doors, arguing, dragging furniture in the hallways at three o’clock in the morning. The area was never quiet! This section had the nicest pool, but it did not have sun other than noon time frame. The rooms were nicer than most but they did not clean them well. When you walked in the hallways, there were room service dirty trays piled up everywhere and could not walk without tripping over them. No one collected the trays for hours!
Other pools were just nasty! They had trash floating in them. They had terrible bands playing every evening mixed with loud music from the restaurants, mixed with drunk people yelling, mixed with other music,… My friends and I did not have any chance to have a single peaceful meal where we could have a conversation in four days!
It took me two hours to check-in because at the reception, one person worked and three watched! Finally when I got called in, the receptionist walked away and did not show up for 15 additional minutes. I asked for a wake-up call because the clock in the room was broke. I did not receive any calls for both days. When I complained to the management, they did not even apologize. For nearly $300 a night, this is the best you can expect at this hotel.
When you leave the customs at the Cancun Airport, people rush to you with offers to drive you. I asked for a taxi and they tried to offer me the great deal of $32 (US dollars) to my 70km away hotel. It is a great deal if you are willing to stop and go for three to four hours while they drop off other passengers to other resorts on the way! They charged me $95 in advance and told me that I must additionally pay a tip to the driver as the solo passenger. They do not have taxi meters. It turns out the price for my destination was only $55. Taxi mafia!
If you rent a car, you should have an insurance to cover the underside of the vehicle. The roads seem to disappear and reappear while you are driving. The main highway had a speed limit of 80km. However, there were nasty speed bumps every so often on the highway which easily can tear up the bottom of your vehicle and give you a flat tire. No one could possibly drive over them faster than 5-10 km’s. Beware!
If you do not like very tight and dark spaces, do not go to diving excursions to the caves! The dive companies do not warn you in advance. Even people with lots of diving experience did not like these dives and found them dangerous.
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