Our experience as a family of 3 (mum and two daughters) from the UK, our first time in Mexico, 10 day stay as frequent overseas travellers.
Firstly unfortunately this experience I am about to share tainted my review as up until our last evening, we hadn’t had a negative experience sadly this changed my whole perception on the hotel, the staff, customer service and left me with an ill taste towards the hotel.
We went to the buffet restaurant for our last meal and as I approached the salad counter holding my plate, a big wooden frame, fell out from under the counter without any contact, and fell into my leg, I shouted Ouch! The pain really took me. I walked outside to calm myself down and my mum was taking a photo of the wood that had fallen out and showing/explaining the restaurant staff. Minute by minute it was getting redder, then blue to instant bruise, and a lump under the surface was throbbing- I sat at the table unable to eat and cried! When I tell you suddenly there was 9 members of staff called into the dining room, all staring at the wood fixing it back in place talking etc, and NOT ONE came to ask if I was ok, my mum was furious and said she needs to see first aid your more worried about the wood than my daughter who is injured?! When the first aider (life guard) attended he said there was nothing he could do, I asked for an ice pack as I could feel the swelling start he said he didn’t have any, asked if I could move my leg- which I could and then left, someone else bought me a napkin with ice inside about 10-15 minutes later. After some time, guest services came and said sorry this happened, by this point I’m still in tears she just said if you need something let me know again then left.
I asked to speak to the Hotel manager, as I was so upset it was my last evening I was unable to eat my dinner at the same time as my family, and I was in pain! And when I tell you he could not of cared less, Daniel Cruz I believe was the duty manager, that man has no business being in the hospitality sector his attitude, body language the way he was looking me up and down whilst I was visibly distressed, smirked an said I don’t know what you want us to do, he had ZERO empathy, and as a family with three generations in the hospitality sector, the way he treated me was disgusting, I said to him I am upset and you haven’t even apologised he said to me why would I apologise to you when she already did, and pointed at the guest services lady. As the duty manager, I have been injured in the hotel whilst you are on duty and you don’t feel it necessary to apologise? He needs some serious training, his mannerism and professionalism does not meet the expectations of management level in a 5 star hotel. What I was trying to explain but gave up as he genuinely couldn’t have cared less Is I have a medical condition that causes my blood to clot and have brittle bones so it’s very dangerous for me to be injured within 24 hours of flying.
At 4am when checking out we had a 300 euro bill, for massages in the hotel (which btw are rubbish, we had ones with the hotel staff who used barely any oil and no essential oils and one with the beach ladies who dress all in black and come round by the beach and pool and it was not only cheaper but 10x better and they used essential oils) lovely experience definitely recommend booking with them it’s a short walk to the right of the Mexico sign!
The other charge was for a T-bone steak in the Mexican restaurant which again was probably the worst meal I had, and as a good will gesture for the fact i had been injured they didn’t even remove 10% of the bill, in fact when we checked out suddenly there was 3 members of staff all reading notes and not one of them even asked if I was ok, how was my leg or apologised again, it took a team to ensure payment was made which was odd.
That being said, we met some amazing people on the resort, a big group of Americans who all travel from all over and come to the hotel to meet frequently, when I asked them what makes them return here they said the entertainment staff are so amazing we fell in love and in contrast I think it really goes to show, the way staff treat you can or break your experience, and determine whether you return somewhere, these guys had returned 13 times!
Andres served us drinks everyday at the pool he was so lovely! As long as you tip they will bring your drinks to your sunloungers. We were the only people there who didn’t have metal flasks- take these with you, you can get one on Shein for £5 or you can buy them there for about £17 but definitely a tip I’ve learnt for future holidays to keep your poolside drinks cold.
The lifeguards on the beach, were so friendly and again lovely. The pool entertainment was great everyday.
The lady who cleaned our room everyday was very sweet did a great job despite the heat which you can tell when you see them working takes it toll! The mini bar (water and soft drinks) is meant to be refilled everyday we had to phone several times as we’d gone days without it being replenished, to ask for water which would sometimes not come that day or arrive 6 hours later it was very inconsistent despite meant to be done daily.
The seaweed issue is rife and the smell of fermented egg on the beach is sickening the lifeguard said it would be like this until August. They have a team out from morning till afternoon most days to remove as much as they can but the pool beds are all reserved with towels by 7AM which means if you fancy sleeping in past then, your only choice is a bed on the beach with the smell of egg. Majority of the time there was 3 hours at a time where the pool was quiet, about 15 beds empty but with towels on, where people just put there towels down they go off and do stuff for the day, staff do nothing, and theres no way enough loungers around the bigger pool as they have a section specifically for premium guests sun.
There’s two restaurants down by the beach we had to leave both times as in the evening the smell is horrendous and was impossible for us to eat through.
We found everything to be quite expensive, taxi service was about £40 to go into 5th avenue and back. We had a cocktail each while we were out and it was £28. I fancied some chocolate got a small bag of m&ms and a kitkat in the hotel shop an when I checked my banking it was £15. The vendors do a pop up market once a week in the hotel and were selling keyrings for £38, think after negotiating he came down to £30, I have two children so £60 on key rings is wild to me but then I think we are so used to Europe prices and we travel to Spain frequently so did assume it would be quite a cheap place to come to.
Japanese restaurant in the hotel was a lovely experience fresh cooked food, for sure the best meal we had while at this hotel.
The resort isn’t massive so a week felt long enough I would do 10 days again at a larger resort that meets the five stars, ive stayed In many 5 stars that meet a high standard and this hotel is more of a 3 star in regards to my previous experiences, and what you expect for 5 star.
Mikes coffee shop was particularly lovely, everyday fresh cakes and pastries in the morning then sandwiches in the afternoon.
If your from the uk staff expect to tip constantly our culture doesn’t quite match that of the USA tipping culture and a lot of Americans travel here, so take lots of 1 dollar bills with you. Everyone takes their own pool floaties, and as mentioned Stanley style cups to keep your drinks cool all day.
The Wildlife is probably what made it most enjoyable, lizards, iguanas, coyotes, deer, we saw a snake, little frog, it’s a beautiful change from the UK being surrounding by all this wildlife. Be very careful with the coyotes if they see you with food they will jump on you and they do bite. We watched them steal people’s bags and run with them to get food and i was walking eating some crisps an three ran up behind me to jump on me so i dropped them!
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