We had a very disappointing experience at this resort. On the first morning, the lobby supervisor targeted my father-in-law—who doesn’t speak Spanish and has limited English—offering “50% off excursions” while repeatedly asking to see his credit card. We later realized they were trying to sign him up for a resort membership without clear explanation. When we declined, the staff became rude.
On day three, a vent above our toilet leaked water and a black substance. Despite reporting it, no one came to check, and I ended up cleaning it myself. This showed a complete disregard for guest safety.
We were also hit with hidden fees at check-in and were double-charged for excursions with no resolution. Dining was frustrating—we were told to book through an app that never had availability. Our "butler" was unhelpful and just referred us back to the app. We were constantly approached by staff trying to sell services, making the stay feel more like a sales pitch than a vacation.
The only positive aspects were the kid pool, which kept our child entertained, and the beach area, which had good shade. However, the beach had a heavy seaweed buildup, making it unpleasant to enter the water.
We’ve visited Cancun many times, but this was by far the worst experience. Management clearly doesn’t care, offering only copy-paste replies to negative feedback. Save your money and go elsewhere.
