I’ll explain the issue, which alone is enough to justify a 1-star rating because security and safety go hand in hand. However, I will also acknowledge the positive aspects that the resort handled well.
SECURITY
On November 5th, I was swimming in the pool with my 4-year-old daughter near a glass wall. I removed my sunglasses to dive and pose for a video, placing them on top of a marble bollard by the pool. I then turned my back to the sunglasses to bring my daughter out of the pool. When I returned a while later, they were gone, someone had taken them.
I immediately asked nearby staff, who advised me to check with the front desk and the lost and found. I did so without success and was asked to return later that evening. After repeated checks, I requested that a formal report be opened because this was not a case of misplacement, it was theft. I provided video evidence showing the exact moment I removed the sunglasses, including date and time, and pointed out two security cameras that could verify the incident. These were not inexpensive sunglasses, they were Tom Ford brand, at over USD $300. Despite this, staff confirmed that nothing was found on the cameras and stated there was nothing further they could do.
A surveillance camera failed to identify a theft in a central area of the hotel, a spot with heavy traffic. What if it were necessary to access footage to solve a more serious incident? That would mean security is flawed. Or, if the system works for serious cases, then they ignored my report because they judged it to be minor. This means either the system is unreliable or they don’t care about small thefts. That conflicts with the purpose of choosing a resort to relax, especially a premium one.
Furthermore, this is evidence that guests are vulnerable while the resort MUST be accountable for it, that’s the risk of their business. Other resorts do have a protocol for handling thefts. If you, guest, choose to go to this resort, you may trust yourself to be cautions but understand that you are VULNERABLE.
PROS
I won’t neglect the pros which I had great experience.
ROOM: Spacious and luxurious, with great features like automated curtains, soft-touch linens/towels/robes, goose-feather pillows, comfortable mattress, a smart toilet, safe, fridge stocked daily, Nespresso machine and treats, both shower and bath tube, beautiful ocean/pool view, digital thermostat, and a balcony net. Loved it!
SERVICE: 24/7 availability, smooth check-in/out, accurate billing, and courteous staff across all areas including cleaning service, bar, restaurant, pool, and kids’ space. Well-trained and genuinely helpful.
FOOD & DRINKS: The all-inclusive option is highly recommended and worth the cost. Breakfast is buffet, lunch and dinner are à la carte. 24/7 room service is available for food and drinks. I had unforgettable meals at DAO, Hiroshi, and Bocados, service was impeccable. Drinks included in the package were excellent, with experienced bartenders.
KIDS’ SPACE: Well-maintained, friendly staff, open from 9 AM to 10 PM. I booked a couple of dinners for kids where they took my daughter and other kids to a restaurant with a kids’ menu from 6-7 PM.
LOCATION & BEACH: Beachfront hotel with a green reserve behind. Quiet area, minimal beach traffic except for guests. Ferry port nearby for Isla Mujeres trips. The drawback: water isn’t turquoise due to depth, rocks, and some seagrass. The hotel makes efforts—divers remove rocks, tractors clean sand, and they offer inflatables for kids, paddleboards, and kayaks. Jet ski rentals: USD $70 (1 person, 30 min) or USD $100 (2 people).
Final and general comment:
I truly appreciate the staff’s effort to create a rich experience for guests, but the lack of a protocol for handling theft undermines all that hard work. Security must be taken seriously. Without it, guests will not return or should not be there.
Note: Despite numerous communications with the resort, I have not received any explanation from management to date.
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