Paradise

Myself and my boyfriend stayed in the Honeymoon Junior Suite which was set across two levels including a rooftop terrace and outdoor jacuzzi. The suite was beautifully designed and modern, and the bed was incredibly comfortable. We also appreciated the nightly turndown service, and our minibar was restocked every day. As Privilege guests, we were assigned our own personal butler, Adrian, who was exceptional throughout our stay. He was always attentive, and happy to help with anything we needed. He collected us from our suite and drove us to our dinner reservation one night (resort is quite big), and prepared our rooftop jacuzzi for our return, complete with a complimentary bottle of prosecco. It was a thoughtful touch that made our stay feel extra special. We also enjoyed a romantic breakfast served on our private rooftop terrace the next morning. The resort itself is great, with stunning grounds, spa, multiple pools, a great selection of restaurants - Sakura being a highlight for us. However, we do think it's important for couples to know that this is very much a family-oriented resort. One downside for us was the operating hours. We were told the restaurants closed at 10p.m., which proved inconvenient after returning from a day of excursions. On one occasion, we went to the privilege lounge restaurant at 9:50pm and we were turned away as 9:45pm is the last sitting, even though we were told it was 10pm, meaning we had no dinner that evening. Likewise, the bars closed at 11p.m, leaving little to no evening atmosphere for couples who wanted to enjoy a drink or some nightlife after dinner. We also felt that the Privilege pool didn't quite deliver the exclusive experience we were expecting. It was often full with children, which made it feel no different from the main pools. Given that the resort already offers several family-friendly pools, we felt a quieter adults-only Privilege area would better reflect the premium experience. If you're travelling as a family, this resort has an incredible amount to offer. However, as a young couple looking for a romantic atmosphere and lively evenings, it wasn't the right fit for us. Thankfully, this wasn't actually our honeymoon, because aside from the stunning suite and personalised service, we would have been disappointed at the resorts overall atmosphere and target market if we'd chosen it for such a special occasion.

The experience was TERRIBLE as soon as I seen Mexican raccoons and monkeys just walking around the property. EVERYWHERE and ALL the time! It was very uncomfortable i left after ONE night

Really can't wait to leave if I'm honest, food is incredibly disappointing outside of the Italian and Mexican.. also believe it's the staff that made our experience better here Buffet has become boring and repetitive over the 7 days and steak restaurant was extremely disappointing Drinks around the pools are lower than average and the sunbeds are crammed in together giving you no space. Spa experience was ok, probably nicest part of the holiday so far and getting out of the hotel to do day trips. Generally staff have been ok, no time share selling so far which is great. Rooms are adequate but beds are awful. The bathrooms are dated and need some TLC I'd avoid this hotel unless you appreciate it's a 3* at max and you are happy to have people invade your personal space around the pool.

I'll be objective. If you are looking for a 3.5 star, this is it. If you are expecting more, you'll be disappointed. Borderline scam. - Dated lobby. Dated installations - Smelly grounds - Door locks that don't work (had to reprogram twice) - Harassing sales people for time shares - The worst room service of my life ( rude, hanging up the phone, talking back at me) - Won't sit families together even when there's tables available - Soda that tastes horrible (I had to go to the convenience store outside the hotel to buy cokes) - licor selection is bad, they will charge you extra for basic cocktails like carajillo - the food is the worse, most dishes were un eatable (really) - they had to swap a dish in the buffet after we told them is was bad - they try to sell you table seating if you buy bottles of wine - the "free" playa del Carmen transportation is a total scam where they will take you to the other side of two to force you to be in a store for 1.5 hrs - the quality of all their food offerings, restaurants, coffee, ice cream all pretty low - sports bar with non-working tvs - they make you wake up to be in line at 8am if you want to reserve the japanese restaurant - We asked for connected rooms, they didn't give them to us - We asked for two queen rooms they gave us king rooms. -their arcade room changes money The good things: -shuttle between resort locations - most waiters/waitresses provide good service - pools are ok - the night shows are ok (all open air) - the gym - the tenis courts - the pez vela restaurant (the only passable one) Except for the guy that handles room service who provided the worst service I have received in any hotel, the rest of the staff is super nice. This is a management issue. So if a manager sees this, save yourself the apology to look good in the review and rather do something about the feedback in your hotel. Hope this helps other travelers understand what they are truly getting here.

My husband and I stayed in El Beso adults only section. Gorgeous food, wonderful warm, respectful staff and our room was immaculate. Pools are cleaned every day and there are no sunbed lounger wars here ( if you have visited Europe you will know the type of holiday maker ) The grounds are immaculate there are restaurants for everyone-from freshly made pizzas and a 24 hr American diner to candle lit A La Cart. We have been all over the world and this is the best holiday we have ever had. Mexico has surpassed all of our expectations and this hotel, is fantastic.