This is our second trip to this hotel and 16th time to Mexico.
First time we took European plan, not all inclusive and experience was awesome, never got any drinks or food from hotel 0. I did my research.
Second trip we took all inclusive, big mistake. It's 30 minutes to wait for breakfast, 30 for lunch and 40 for dinner. Line ups, poor staffing, no attention, plus poor menus and not great food. Add this up, 30, 30, 40 times the days you stay, we had 8, so last day was lost to waiting times, same for room service 45 minutes, one time it was over on hour. Doesn't matter if you tip, so don't tip at all.
We were hungry most of the time and I lost 4 pounds, maybe it's good for someone, but not for me on vacation.
Bars and drinks. No not everything is included, premium drinks like anejo tequila extra money, wine only basic. Staff is very cheap accept for Victor. Be warned of cheap tequila and liquor, do not consume it, watch what they pour or next day you will be poisoned even from two small shots. If they say run out of good stuff, choose premium drink that they have or go sleep.
No entertainment. There are some native performers at the beach at times, please tip them, they are awesome. I gave them 100 pesos and they came back next day.
Rooms cleaners are OK, but sometimes they do not clean balcony and there are super tiny ants that bite and cause allergies.
Beach is nice, but this year many were bitten by sand fleas, similar to Cuba, but not as bad. I got bitten too, approximately 30 bites on lower legs and I did not stay at the beach much, dive in the ocean, towel dry and run inside hotel.
Many people prefer top bar, pool, spaces are very limited.
Room service, food is 100 peso per each plus tip. A top steak taco at Perla Nergo 4.9 star place is 89 peso, 10 minute walk away.
They do not give out bottles of liquor or bring them, only for purchase. In all inclusive, other high end hotels do, 4 star and up.
Bottle of Jose Cuervo is 189 peso on sale at the market, sometimes 220 for 700ml. Good selection of wines as well at the market, food not too expensive and fresh.
Do not rely on poor menus, poor service, snobby staff, even if you tip generously, all inclusive is not worth it. Go visit Tulum, eat at local restaurants, safe time and money.
Have a great experience. DO NOT GET ALL INCLUSIVE! Listen to this warning and have a great Mexicans vacation fellow travellers!
Safety is very poor, they locked me out of hotel when I was at the beach close to 1 am. So I could not access the hotel as main glass door was locked. No one opened. I seen staff cleaning restaurant and they helped me get back in.
They do not have security guards like other hotels do. Scary experience, like check the tiny beach if there are any guests still out, no checking, no warnings. First time in 16 years locked out.
The first room they gave us had no safe, was dirty from construction and balcony door was broken with wind rushing in, they changed the room, but rented this broken dirty room to next guest...
One of the front desk stuff refused to book restaurant and said to come back next day, as they are trying to limit your bookings to save on food and lineups, without even checking the system.
His name is Julio, when I came back to get his name he was hiding it, blocking with his hand, another manger saw this, checked the system and booked the restaurant. Said they will investigate, but nothing. I hope Julio is fired, nasty guy.
We stopped booking the restaurant and had room service instead, because of thus terrible experience.
Overall the place is getting worse every ear. Do not purchase their services or food or all inclusive. Only good thing is location, place is not too old, smart 55 inch tv.
On Europen plan you get a coffee machine, big deal, as theirs sometimes doesn't work and the room was way more spacious. For way less. All inclusive plus tips I spent was 700 dollars more per person. I paid for both, so that is 1400 extra into the garbage.
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