We are currently here as a party of 10 celebrating two big birthdays. Unfortunately, our experience has been extremely disappointing.
On arrival, check-in took a long time. After being awake for 22 hours, all you want is to get to your room and sleep, but this was far from smooth.
We have three rooms across the hotel, and all of them smell musty and damp. The rooms are dated and, in our opinion, are four-star at best.
The noise at night is horrendous. People are constantly screaming and shouting, meaning we are getting very little sleep. I have reported this four times and have been told to inform reception when it happens. I should not be policing this – the hotel should ensure guests can get a decent night’s sleep.
After several conversations with reception, we were simply told, with a smile, “It’s spring break.” Why are party groups being placed next to families? After speaking to staff multiple times, it’s clear they simply don’t care.
The air conditioning unit makes a loud banging noise at random intervals throughout the night. I’ve reported this three times, and it still hasn’t been fixed.
After explaining all of this, reception asked what I wanted them to do. I genuinely cannot believe that after spending $45,000 on this holiday, there is such a lack of care.
You are unable to reserve restaurants. For a family of ten, this means arriving at 5:30pm or waiting until 7:30pm. With four young children, this often results in splitting the group as they are hungry and tired. Reception offered us a one-time group booking, which is simply not enough.
Our room has been missed for cleaning on three occasions. When we requested fresh towels, they arrived at 11:55pm, waking everyone. The noise outside then started again at 1am, followed by the air conditioning banging at 3am. We are exhausted and honestly just want to go home.
The sunbed situation is completely out of control. If you are not up by 6am, you won’t get one. We observed staff selectively removing towels but still leaving others , meaning the rules are not enforced fairly. If you leave your bed for more than 30 minutes, your belongings may be removed. However, with restaurant wait times of around 25 minutes, this gives you virtually no time to eat before rushing back. When we raised this, we were instead offered a timeshare opportunity to reserve beds.
This is my main issue with the hotel: it feels like a four-star experience unless you pay extra for a timeshare, which then gives you access to basic comforts like reserved sunbeds and a more “VIP” experience.
If you are travelling in a group of eight or more, I would strongly advise avoiding this hotel.
On a positive note, the staff themselves are friendly and helpful. We will definitely return to Mexico, but due to the hotel’s policies and overall experience, we would not stay here again.
A piece of glass pierced my son’s flip-flop and cut his foot. One staff member driving a buggy stopped when he saw how much it was bleeding, and within five minutes the concierge and paramedic arrived to treat the wound. Their response was brilliant, and they really helped calm my little boy during a very stressful moment.
Just some of the outstanding staff we have meet include, Eugenio our waiter in Isla, Julian, waiter in Isla and Maria - pool drinks
Two members of our party have severe nut allergies, so we were initially quite hesitant about coming to Mexico. However, the hotel has been outstanding in how they manage this and has given us a lot of confidence during our stay.
I have noticed a few nuts on some of the smaller cakes that weren’t labeled, which could be a concern, but overall the standard here is far better than at other hotels we’ve visited.
As I write this, people are shouting outside our room and the air conditioning is banging away yet again.
CO
MX