The Fives Beach Hotel & Residences All Senses Inclusive

We just returned from a two week stay at the Fives Beach Hotel & Residences. This is our 8th trip to the resort. My review is long overdue. The resort is stunning and very well maintained. There are 8 pools and lots of greenery and wildlife. The nightly entertainment is great. The food/drinks and service are always excellent and unparalleled. Our ambassador, Omar, would contact us daily to make sure our needs were being met. I began my mornings at Flavors, the buffet restaurant, where the servers Israel/Victor and their supervisor Israel, always took great care of me. My family and I always look forward to dinner. Our favorite restaurants are Koh Thai, Arezzo, Seasons and La Brasserie. All the food is delicious. Thank you to the restaurant managers and their staff, respectively: Esteban, Miguel, Antonio and Ricardo. Special thanks to the following: Omar, who always takes good care of us, Carlos, the food and beverage manager, who arranged for a fabulous Paella lunch for my family and friends, Francisco the executive chef, for all his culinary delights, and Andreas, the warm and gracious beach manager and his wonderful team at the Epic Enclave, Janet, Bernie, Andrea, Sonia and Alejandro. All the staff at the resort make us feel special. This is why we return year after year. We have an Epic membership. They are not timeshares. As a litigation lawyer, I tend to not trust people when it comes to money. I was pleasantly surprised. The memberships are a great investment. I had no issues with the contract. Ignore the negative/inaccurate information about the memberships online. I would recommend speaking with Miguel Salinas, Tom/Joe about an Epic membership.

Honestly , the environment during the day is mediocre at best and the pool side music is dreadful I think I’ve listened to the same 4 songs about 100 times over the space of 10 days and it wouldn’t be a massive problem if they were half decent songs but in my honest opinion they are crap , moving on to night time environment and entertainment, it is worse than the day time , there is no open bars at night time no standout shows and again mediocre music , there is quite a good beach area even though the seed weed is there however the hotel is not to blame for nature . The rooms were basic and simple nothing wrong with them they do the job but also nothing standout amazing like me and my family have experienced in other resorts , the drinks are probably the most standout thing for me , they made good drinks throughout my stay however it can’t be overly difficult to make simple drinks , the area around the hotel outside is honestly probably one of the main factors in why this hotel is horrible , we are surrounded by waste land which makes a horrible first impression and this piled on with the lack of good eatable food , lack of environment and everything else mentioned . The final and most annoying and upsetting part of the hotel is absolutely horrible , non eatable food served especially during dinner , the breakfast food is basic all inclusive buffet breakfast nothing to complain about , the flavours buffet has to be the worst food buffet created and for a resort that try’s to come across as expensive and luxury it is dreadful , upon entering there is a funky smell and the worst food options I have ever seen in my entire life . The lunch food like the tacos stand and the pizza and then the hotdog and burger place is probably the best food you will get in the entire resort and it’s not even top par . The provided restaurants are okay the best probably being the best dinner spot. If you want a good place to eat I would recommend getting a taxi to 5th avenue and going to a place along that strip. I don’t think words can explain how bad the food really is, the feeling of boredom also sets in after 9-10 days as the activites for people who aren’t paying members is lacklustre . If I was to give any sort of advice on coming to the fives my advice is don’t , just don’t . Waste of money and time

It was really good I really enjoyed

Our family had a wonderful trip! All of our requests were taken care of before we even asked! Smooth check in and out and an extremely large two bedroom suite! We loved our week there and all of the staff. ❤️

What an amazing experience! From the moment we arrived, **Yaiz** made us feel right at home. Learning about tequila, cooking authentic Mexican dishes with **Wendy**, and sharing a delicious meal with family and friends made for such a memorable day. Wendy was a wonderful instructor, making the cooking fun and easy to follow, while Yaiz was an incredible host who created such a warm and welcoming atmosphere. If you're looking for an authentic Mexican experience filled with great food, culture, and hospitality, this is a must-do. Highly recommend!

We had a fantastic stay at The Fives Beach Hotel & Residences in Playa Del Carmen Mexico. We had a modern and spacious villa within short walking distance to the main plaza of the Hotel property. The staff were consistently friendly, attentive and provided excellent service throughout our stay. The amenities were outstanding with several pools on the property, including one on the beach front. We took yoga and Pilates classes, participated in arts and crafts, and did meditation sessions that included sound bowls. The amenities were outstanding, and there were plenty of activities to enjoy including on the property. There are multiple restaurants on the property from which to choose and the meals were delicious. I would definitely recommend this hotel. Kenny L.

We stayed at this resort for the first 2 weeks of June and could not fault it at all. We travelled from the UK with BA myself,husband and 28 year old daughter. We booked a private transfer with Destino Riviera and this was very easy and we were at the hotel within about 40 minutes (the same time as the shuttle bus). Check in was very quick. We had booked 2 swim up rooms and were allocated block 20. Rooms 20002 and 20009. 20004 faced the adults only pool and was perfect but my daughter had 20009 which had a very small swim up facing the jungle. When Alma the receptionist showed us in the map because we had done our research we knew that we would not want 20009 and mentioned this to Alma who immediately changed the room to 20004 but could not be done until 2 days after. We arrived late Saturday evening and could swap Monday morning so no problem at all. My daughter just didn’t fully unpack until she swapped rooms. (Did pre request block 20 main pool facing) The rooms were outstanding, light airy and extremely well looked after by our wonderful room attendant Norma Cruz. We are not untidy people but every day when we would come back to our room it looked as though we had just checked in. Norma even put lovely room diffusers in so a nice cherry scent. We left a number of translated notes for Norma every few days with 200 pesos and the last day 300 so about 10.00 uk pound every few days. My daughter did the same and Norma would always make sure her room was perfect and laid her makeup out nicely. We loved the swim up and the pool was refreshing and just opposite the bar and lunchtime restaurant Natura where we ate a number of times. Janet worked at the pool bar at block 20 and even if we were by our rooms would get our attention to see if we wanted drinks. We spent a number of days at the infinity pool by the beach and this has a fun more lively atmosphere than the adult pool. We choose to use the sunbeds on the sand just past the pool and there were always plenty either in sun or shade. The weather was extremely hot and I have to mention 2 of the bar attendants Jaziel and Alejandro Chacon. They were non stop all day long and worked so hard. Always happy, always smiling and nothing seemed to be too much trouble to them. Never did we have to ask for a drink they would just appear out of nowhere and would remember what we were drinking. After a couple of days they would ask if we wanted a cooler and would bring this with beers in and water which was very kind. We tipped them every day 100 or 200 pesos which we never minded at all it was thoroughly deserved. We were very sad to leave on our last day as they felt like friends towards the end of the holiday. We ate breakfast at the Brasserie every day and this was far nicer than flavours. It had more of a restaurant feel to it which we preferred. Again staff were very attentive and couldn’t fault anyone at all. We never had any problems with getting tables. The Italian one night said about 6 families in front of us but within 10 minutes WhatsApp to say a table was ready. The same for the Thai restaurant which we ate at twice. Within 15 minutes were seated and in both restaurants the food was excellent. The Brasserie in the evening was a mixture of Mexican and French and we went there and were seated immediately. Again food was amazing both my daughter and I had the steak which was superb. We had room service in a few occasions and is probably the best room service I have ever had. Not just pizza burgers etc but sweet &sour chicken,teriyaki chicken desserts. All was piping hot and a good choice if you had been out all day until late in the pool, freshly showered and just wanted to chill !!! Overall a great holiday which I would recommend to everyone no matter what age and would go here again for sure. During the time we went the sea was not swimmable but we knew this before we came. It is still a lovely beach and if you are pool people there are plenty to choose from.

From the moment you check in to the moment you leave, you are looked after by every member of staff. Everyone here has a smile on their face, they give you a wave and a Hola! There are lot's of staff members who helped to make my holiday special, by looking after me. I will name the ones I remeber, but there were so many, and I can't remember everyones names, I'm sorry if I dont mention you. From my ambassador, Luis. Thank you for all the help and advice you gave. You always had time for me. You sorted my trips out and were a mine of information. You let me know that if I need anything at all, just to Whatsapp you on the hotels chat. Showing me how to access all restaurants, menus, time tables, be it for restarants or activities. You were an amazing help to me when I need it. I had a one bedroom penthouse residence. It was beautiful. The bed was so comfortable. I had np problems going to sleep. It was cleaned every day by either Elena, Carla or Olga to name a few. The young men who come and fill up myfridge with the drinks. Let them know what you like and make sure you tip all the staff. As the work so hard in the hot weather. Thers a coffee maker in the room and coffee, sugar/sweetener and coffee mate provided. Lot's of bottles of water provided too to keep you hydrated. Thers a safe, hairdryer and an iron and ironing board as well. Lots of storage and hangers for your clothes. All the staff that served drinks in the bars and restaurants. Bernardo and Marisola in Koh Thai. The lovely hostess, and waitress and waiters in Natura. Sorry I can't remember your names. We talked about Max, the little dog that was so well behaved, who visited there nearly every day. All the staff who worked in flavours to make sure everyone has everything they need. The lovely Mauricio who worked in Donatella Ice Cream Shop. He had a smile for everyone, no matter what time of day it was. I'm sorry I did't catch upwith him before I left. But he was full of energy and told me so much about his family and culture. A big thank you to you all. The icecream was included in the package. Marleys coffee shop, I'm told there were charges. But I never went in. So can't comment on service, but others said it was nice. Thers a store that sells clothes and gifts, it also has some crisps and sweets for children. Sunglasses and jewellry too. All worth a look. Also the buggy staff who drive people around the hotel grounds if they dont feel like walking. You can't beat the setting. Its got it's own cenote and surrouded by tropical forrest filled with coatis, spider monkeys, big lizzards along with lots of other animals and beautiful birds. All coming into the hotel grounds, just wandering around while you have lunch or dinner! Fantastic! The grounds are immaculate and the gardeners work hard to keep them tidy. The resort is large and has so much to look at, not just the animals, but all the beautiful flowers and trees. I was on the all inclusive package, and I had numerous restaurants to choose from every day. I never had any problems in gaining access to any of the restaurants. The food was great in all the restaurants I tried. Always hot and flavourful. All the Al la carte restaurants had plenty of options to choose from. I went back most days for Chicken ceasar salad at Natura. The brownie with icecream for dessert was delicious too. The koh pad thai and chicken satay were my favourites at Koh Thai. Flavours always had a good choice of food. This was great for breakfast, and when it was open on an evening, it was the buffet restaurant. All my drinks were included including cocktails. Thank you all for helping to make my holiday more special xx

There is so much to say about the Fives and I’m pleased to say it is all positive. Whatever small issues we did encounter were far outweighed by the excellent and attentive staff. From start to finish we really enjoyed our time here and it made the perfect location for us to celebrate our 23rd wedding anniversary. The only disappointment came when our flight got cancelled and we were not offered an alternative until two days later but the Fives did not have any rooms left and so we had to go somewhere else. The reception team were so helpful and supportive and allowed us to make contact with our holiday company in the UK when it came to having to sort out what we had to do next. We absolutely loved the resort style and location of this hotel. The grounds and public spaces were beautiful and well maintained. We were located in villa 19 next to the adults only section which was far from everything but we really enjoyed our daily walks around the hotel, especially through the rainforest. We saw so much wildlife from Monkeys to Racoons. The facilities were top notch including their many pools, bar areas, restaurants and public spaces. They manage the sargassum well here albeit the sea was very choppy so wasn’t really accessible during our stay anyway. Although the food was good, especially in the special restaurants (the Thai was our favourite) it wasn’t the best we have experienced at an all inclusive and the drinks were just acceptable. The cocktails tasted too watered down but I was happy as a whisky drinker that I was served Johnny Walker so wasn’t all bad. The first night was a bit of a concern because we were disturbed a number of times in the night (we are talking late night past midnight) by loud groups of drunk people returning to their rooms shouting, screaming and singing at their top of their lungs. We didn’t think it would be that kind of a resort. Thankfully it was only the one night we experienced that. The only other annoyance was our room being near the turning circle for the carts they use to transport people and things around the hotel which all had reversing sensors and throughout the night had to endure periodic ‘beep - beep - beep’ noises. Nothing some ear plugs wouldn’t fix so consider bringing if a light sleeper. Only other issue really was the minibar was supposed to be topped up daily but was only done so when we had to chase and ask and literally got to day 3 and it had not been done and we had no in room drinks left. We also noticed a slight dip in service when the member’s week event started. They had a nice Mexican themed night and they closed the main restaurant to accommodate the event only all the tables were reserved for the members only. So although we could still eat there was no where for us to sit when we got our food and so felt like a bit of an afterthought. What is good here however is that restaurants are first come first served and don’t require a reservation and so we were able to get a table in the Italian. The gym was excellent and we also liked the milkshake/ protein shake bar which also served some freshly made cookies and we have never seen anything like that at a resort before. They also have a coffee shop, a Mexican themed late night bar and an ice cream parlour and these too were also available as part of the all inclusive offering. We didn’t really experience the entertainment much but what we did see was pretty standard. WI-FI throughout the resort was excellent. There are also tour services available and we did book a day tip through the hotel as at least we knew it included transport to and from the hotel and when our pick up was late it was easier to speak to the onsite reps. We prefer to try different places and locations and very seldom return back to the same place but we can honestly say we would consider returning here.

4th time to Playa Del Carmen and, having previously stayed at Sandos and Riu hotels, went for a higher spec resort this time which The Fives appeared to offer. However, compared to these hotels, it couldn't even get the basics right and the experience was sub-standard. We are vegetarian. Choices were limited and where dishes on menus were marked 'V', there was still chicken and shrimp contained in them. One of us is also allergic to strawberries but despite each restaurant taking a note of that on arrival, one served up a dessert with strawberry coulis which wasn't mentioned on the menu. A major red flag - potentially very dangerous. Complaints were raised in both cases and management engaged with us speedily, advising that the chefs could prepare anything we wanted. However, this rather missed the point - this hotel needs to show much greater proactive awareness of ingredients, dietary requirements and risks. The biggest flaw with this hotel is in its operating model. Prior to booking, we were unaware that it operates a membership scheme for regular guests (from the US). It also hosts weddings. We noticed a significant shift in priority given to members and weddings parties in our second week. A number of restraunts were closed to ordinary guests and the buffets were closed for both breakfast and dinner on particular days, not only restricting choice further but increasing the waiting times for the a la carte restraunts. We waited 90 mins one night, ordered room service another night and made do with the local 7 Eleven another night. Beach areas were closed off for weddings and members events too, meaning less room for ordinary guests. There were other signs of de-prioritisation too - minibar not stocked up, towels not replaced etc. It is therefore misleading for tour operators to list the number of restraunts and other facilities this resort offers when much of it ends up being closed off for the exclusive use of members and wedding parties. It would be better if the Fives operates as a members only/events resort and tour operators remove it from their resort options. There are many other good hotels in Playa Del Carmen that treat all guests equally and offer much greater choice.

Mixed Review. Would I return? No. Would I recommend, No. We booked 2 rooms. Upon arrival ( late evening) we literally dumped our cases and went to get a drink. Went back to the room which was INCREDIBLY DAMP and smelt awful. We had been travelling all day and were absolutely cream crackered. Tried to sleep but were woke intermittently due to the musty dampness. Informed the 'Virtual Ambassador ' of our issues and requested a dehumidifier. There were some messages back and forth over the next day or so and Fernanda came to see us. Explained we were not happy. I do feel like we didn't matter if I'm honest. They said we had the option to move from 1003 to block 1 or block 4, I said 4 would be better to be told it wasn't available. They did offer a change to block 19, however having 2 'Children' with us made this incredibly awkward as it's at the 'Adults Only Pool'. They placed a dehumidifier in the room, this helped massively. They sprayed an air freshener too which took away the smell and we were promised that they would continue this upkeep. It lasted 24 hours only - they never bothered after that. We also had an issue with the phone not working, the toilet light not working and the bath hot water was the same colour as a pint of larger. Lost the will to live at this point and had completely given up. Room 10-03 (1&2) is extremely run down, all wood is rotten throughout and is in need of a renovation. The bed however I'm room 1 is huge and very comfortable. The twin beds in room 2 however, are not. Pools are ok. You see them being cleaned throughout the day but they don't ever seem clean if that makes sense. Drinks by the pool are served in plastic cups which are awful, on many occasions we were served ones which had bite marks and bits missing from them. The food and restaurant situation is VERY misleading. There are NOT the number of restaurants on site that are advertised. They've closed half of them and 'combined' them. If you tried to get a table in the restaurants after 7-7:30pm it was a nightmare. One night it was 1 hour 45 minutes before a table came available. The seasons restaurant manager is rude. We were told by our ambassador we didn't need a reservation, he argued with us until I showed him her message. Food is very nice in there though, just make sure you book. They prefer members to regular paying guests. The Italian was rushed, food was ok. The buffet was hit and miss but always had tables available. Thai was nice but struggled for a table after a certain time. Brasserie was ok. Lunch options although sound like lots of choice are very repetitive. We managed to get our sunbeds every day without an issue and always fresh towels available. There was simply not enough room for the evening entertainment. Lots of guests having to stand. This hotel seems to forget that ALL guests payed to stay here but treat members and Epic members like royalty. My partner came down with what is either a stomach bug or an issue due to uncooked food on the mexican BBQ evening. He's going to the doctors today to find out what that is. If it's something which is contracted specifically by the hotel there will be a formal complaint and people will be made aware on social media and proof will be shared. If friends or family asked if I'd recommend here, it would be no.

Thoroughly enjoy our time staying at the fives from the 12th to 22nd June. Hotel situated in a lovely area. Very large with a variety of pools for all ages. Spoilt for choice when it comes to food and drink, all high quality. Entertainment was good especially their Mexican night (usually on a Sunday) all members of staff are welcoming and friendly. Our room was very spacious and the beds were comfortable. Cleaning team always ensured it was cleaned to a very high standard, daily. Mini bar restocked daily as part of the all inclusive. Be prepared for mosquito bites, the hotel do their best to keep them to a minimum but it is in the jungle after all so what can you expect! Lots of animals roaming around the coatis are cute. Big praises to Jacobo, who happens to be the kindest and most helpful waiter ive ever met! Also praises to Alejandro for swiftly dealing with a minor issue we had, very thorough and helpful. Thank you to all staff for your hard work, will definitely be returning. Lovely hotel in a beautiful county.

Recently stayed at the fives with my two boys. Enjoyed every minute! The property feels like a boutique resort and is very relaxing and secluded. The nature and Wildlife are amazing! The food was really good, especially the tacos prepared in the courtyard for breakfast. I also frequented the coffee shop and my kids the ice cream shop. Room service was great, pizza was our favorite! They also have a crispy chicken sandwich that was super delicious. The rooms were clean and spacious. The AC worked great. Huge balcony! We even had monkeys visit our balcony. The staff was very responsive. Anytime we need anything such as extra pillows or laundry bag. I will definitely visit there again!

Was very the team was great 👍💯 Mohamad imran Josphine

5 star. Ullysies in the 1910 cantina bar is the best!

We've travelled to The Fives before as Prestige Members and started this trip the same way. We haven't been totally thrilled with all the changes in that membership, so we "upgraded" and bought in to The Fives Membership while there! The fact that we were willing to put a large amount of money into this membership should tell you how much we love this resort as well as their other properties! Staff - These people make your stay over the top amazing. I should have been writing names down, like I normally do, but I kept forgetting! Everyone was fantastic: room service, housekeeping, pool cleaners, activity directors, waiters and waitresses, bartenders, chefs, beach attendants, the list goes on! I do want to give a big shoutout to Andy (Andrea), our Epic Ambassador. She went above and beyond to support us, even through the medical emergencies (more on that later). She checked on us every day and made sure we had everything we needed. We'll be requesting her next time! Location - Close enough to the airport, that you should get a private transfer and enjoy a glass or two of sparkling wine on the drive! Not so close that you have to hear planes taking off while hanging out at the pool or beach! The beach is rocky, it wasn't always like this and I can see the difference over the last 10 years. They do so much to protect the beach from erosion, but it's not always possible. Bring water shoes! The grounds are immaculate; everything is so green and lush, you are living in a jungle. And I absolutely love how the pools in the older section meander between the buildings. It's so calming to be there. Atmosphere - This is not a big party place, it's relaxed and family-oriented. There is entertainment in the evenings, but it doesn't run super-late and it's appropriate for all ages. My husband and I travelled with our 13 year-old daughter and my parents (early 70's) and we always found it a great balance. Lots of different pools to check out, activities to join, people to meet, or just relax with the family and some drinks. The vibe is so easy-going, we loved it. You'll also see lots of wildlife running around, we saw coatimundi strolling by our patio every day, lizards on rocks, spider monkeys in the trees, it was amazing. Rooms - we always ask to be in the older section because the rooms are bigger and you're closer to everything (in between the beach and all the restaurants). The rooms have great amenities, all the space you need to spread out (we had a two bedroom suite on the ground floor facing one of the pools, it was perfect). Housekeeping did a fantastic job, the fridge was stocked every day (if you want something specific, leave a note and a tip in the fridge!). Food - I LOVE the food here; every restaurant! We had so many delicious options. Not all of the restaurants were open, but they accommodated all tastes by offering options from two restaurants in one. My husband appreciated ordering off of the Mestizo menu while we ate at the French restaurant! I'm gluten intolerant and was able to find something in almost every menu - if you don't see something, just ask, they're very accommodating. When I go on vacation, I like to relax and just enjoy myself. Even if things don't go exactly as planned, our family is very much "go with the flow". A bad day in Mexico is better than a regular day at home! That being said, we had a few hiccups that could be corrected by the resort: - we couldn't get connected to wifi when we first arrived, and it was frustrating trying to find someone to help us. - no numbers listed by the phone, so we had no idea how to call for room service (we arrived late and didn't want to go to a restaurant that night). - there's a charge for room service (every time you order). Not a huge expense, but it feels like something that should be part of the "all-inclusive" package. - there was a drink cart at the top floor restaurant on the beach (I can't remember the name!) that I believe was only for members and we hadn't signed up yet. But it wasn't clearly stated anywhere. We wanted to try some of the mixed drinks he was making, but it felt like he was avoiding us. It would be good to put a sign on the cart if it's just for members. Hiccups that we caused ourselves: - my dad tripped and fractured 3 ribs very early in our 2-week trip. Medical staff was awesome, but he declined X-rays and chose to just take it easy for the rest of the trip - my daughter didn't listen to me about sunblock and got 2nd degree sun burns on her shoulders! She spent a week in the room applying a burn cream the onsite doctor gave her (service was impeccable - they took her to see the doctor in a golf cart and stayed with her to make sure she saw someone. Again, the medical staff was amazing!). All things considered, we had a fabulous time and are currently planning our next vacation!

one of the best vacations ever the staff was wonderful and they went out their way to make the experience top notch I would recommend the fives to everyone we hope to return next year

My experience was not 5 star !!

We have just returned from the fives after a great week. We had read reviews before and weren't entirely sure what to expect but we absolutely needn't have worried. We were in block 16, so had a pool view and the mojito bar just downstairs, although we preferred the busier beach area pool and liveliness. The room was spacious (one bedroom residence) but the kitchen bizarrely didn't have a single plate or cutlery etc, not really important but to be mindful if you have room service (which we did when shattered on night one). Minibar replenished daily without fail with variety of beers, water and various soft drinks. We used the adult only pool one day, great service and incredible food at Natura (highly recommend!) Service from Miguel was amazing and whilst we didn't go back as we used the pool at the far end, we were happy to see him at breakfast in the brasserie each morning! We were dubious about the wait for a la carte restaurants having read reviews but there was never an issue. On the two occasions we were in a queue (Italian and Thai) we went to get a drink at a neighbouring bar and received a WhatsApp message when our table was ready (10-15 mins wait). We loved the virtual ambassador to check the options for lunch and dinner each day. We are quite food-y people which made this hotel appealing. As it was low season some restaurants were combined but you could still get everything! (Ie Thai and Japanese both served in one restaurant). The Thai was tasty but definitely not a traditional Khao Soi. We enjoyed the fish tacos evening at the little beach bar, with an acoustic duo. The Ceviche at muelle ocho is a highlight - don't miss that!! We aren't big evening entertainment people but they looked popular and sounded fun so I guess it is good! The bar staff are amazing, there are no menus because they will literally make ANYTHING you could possibly want! We loved the setting and the nature in the resort, seeing the wildlife, racoons, coatis, monkeys etc. One small drawback for me was constantly being asked about the Spa, which we politely declined because it was around £250 each for a massage which, for us, was too much. We must have been asked about 5 times each day and I can't help but feel if it was less expensive the staff would be more busy massaging and less busy touting at the pool. Overall, I would definitely go back and recommend this hotel to others looking for excellent service, friendly staff and a relaxing (and good value) break in the sun!

This review is long - but if you want honest then read on to the end! We have just returned from a two-week stay at The Fives Beach Hotel & Residences (20 May–3 June 2026) as a family of five, occupying two Deluxe Rooms booked through TUI. After reading the reviews and seeing the hotel marketed as a 5-star luxury all-inclusive resort, we arrived with high expectations. Unfortunately, while the grounds are beautiful, the reality falls far short of the luxury experience being advertised. **The Good** The hotel grounds are genuinely stunning. The property is vast, beautifully maintained, clean, and full of tropical landscaping. The staff are generally friendly, welcoming, and work hard. The resort has excellent potential and, with significant improvements, could become the luxury 5-star destination it claims to be. **The Bad – Rooms** The rooms are extremely inconsistent, and in our opinion some should not be occupied by paying guests. Hotel management need to take maintenance and maintaining high standards in all rooms seriously. We had booked a Deluxe Double Room and a Deluxe 2x Double Room under the same booking. On arrival, we were assigned rooms in completely different areas of the resort—approximately a 15-20-minute walk apart. As a family travelling together, this was completely impractical. When we raised the issue, we were initially told it would be too difficult to resolve and to return the following day, despite us having just completed a long journey from the UK. After standing our ground, one room was moved closer, but both rooms were disappointing. They were clean, but they certainly did not feel "deluxe." We would rate them closer to 3/4 star standard. The furniture was tired and damaged, with visible filler repairs. Mirrors were heavily oxidised, toilet roll holders were loose on the wall, room phones did not work (immediately removing the all inclusive room service option), there were drywood termite droppings in wardrobes, metal fittings were rusty, and showers leaked and often failed to function properly, items like ironing boards, robes, slippers and umbrella's were missing (even though described as included in the room). We reported these issues immediately. Our TUI representative was largely ineffective, and it was only after my husband escalated matters through the Ambassador Service and a duty manager that we were eventually moved. By that point, it had taken several days of repeatedly raising our problems and we were already four days into our holiday. (To be honest, if it weren’t for our favourite ambassadors - shout out to Aldo and Omar - we wouldn’t have managed to get past our disappointments during our stay!) What frustrated us most was hearing completely different experiences from other guests when it came to room availability and resolving issues. One guest had been moved three times on her first day for multiple problems but she didn’t have to wait days. Another couple were upgraded to a suite at check-in without even asking! Meanwhile, we were repeatedly told no rooms were available and we would have to wait. There seems to be no consistency whatsoever in how problems are handled. **The Ugly – The Food and Restaurant Situation** This is where the hotel really falls apart. The resort advertises 9 restaurants and 5 gourmet corners, suggesting a total of 14 places to eat. This is simply misleading. Two of the advertised venues (the Sushi and the Mexican restaurants) are permanently closed. The buffet restaurant only serves breakfast daily, offers no lunch service whatsoever, and is only open for dinner on limited evenings each week. Even when open, the buffet is very small and lacks the variety you would normally expect from a 5-star resort. For lunch, your choices are essentially: • Muelle Ocho fish restaurant at the beach pool • Pizza bar at the beach pool • Burger bar at the beach pool • Chechen & Chaka - taco hut at the beach pool • Lizards Bar located mid resort near two pools • Natura (adults only) located near to the plaza • Humo & Vino - usually serves taco’s, hut style food, located in the plaza While this may sound reasonable on paper, the menus rarely change and become repetitive very quickly, especially during a two-week stay. The evening dining situation is even worse! Every night becomes a gladiatorial battle for restaurant reservations. The available restaurants rotate, and because of the closures, there are realistically only three or four evening options for TUI guests. The Brasserie (serves the french and Mexican menus) Kho Thai (Serves the Thai and sushi menus) Arrezo Italian Seasons (Epic travellers club members only - although we were given a reservation here after we complained) Flavours (Buffet restaurant, open approx twice a week for dinner) If you go for dinner anytime after 6-6:30pm you must queue, sometimes for up to 30 minutes, just to put your name on a waiting list. Then you are told how many families are ahead of you. We typically arrived about 7pm and experienced waits of between 45 and 90 minutes after joining the list, despite visibly empty tables sitting inside the restaurants. On one occasion, a concierge stood in front of multiple empty tables and informed us she would start a waiting list and we would be her first family on it. We then waited another 40 minutes to be seated - despite empty tables. This is not a luxury all-inclusive experience. At a genuine 5-star resort, you should be able to get ready and enjoy dinner when you choose. Instead, we found ourselves planning military-style strategies every evening just to secure a meal before 9:00–9:30pm. Speaking with other guests, it became clear that everyone was experiencing the same problem. Unless you are an owner or an Epic member, you're largely left competing for whatever remains. Casa de Rosa is also an additional paid dining experience and is not included within the all-inclusive package. When you remove the permanently closed restaurants and account for limited operating schedules, the advertised 14 dining venues quickly become closer to 7 lunch options and only 3-4 evening options. The bars listed throughout the resort do not serve food. The smoothie bar is only open for a few hours each morning and is the only place to grab a simple snack such as a muffin or cookie. There are no convenient self-service snack options (like a muffin, cake or savoury snack) throughout the day - in our opinion a huge oversight from hotel management. The ice cream parlour doesn't open until midday. Unfortunately, our concerns about the food went beyond the lack of variety. During our stay, three out of the five members of our party suffered severe diarrhoea, with one also experiencing vomiting. While we cannot say with certainty what caused it, we spoke to numerous other guests who reported similar stomach issues and were openly questioning the food. It only added to our growing disappointment with what was supposed to be a luxury 5-star all-inclusive experience. **Pool Service and Guest Priorities** Pool drink service was also inconsistent. Some pool staff will not offer you drinks and solely seem to prioritise the Bali beds, whilst others are amazing and get to know your favourite drinks, bringing them without even asking! Because of the inconsistency, it largely becomes unreliable and so you go get a drink rather than wait, so the queue at the pool bar also became very long during busy periods. What became increasingly obvious throughout our stay was that the resort operates a clear hierarchy of guests - its an undisclosed class system that unfortunately ruined our holiday. Owners appear to be treated as first-class guests. Epic members and wedding parties appear to come second. Everyone else, particularly package holiday guests through TUI, comes a distant third. Whether it was restaurant reservations, room allocations, or general service, it often felt like standard guests were simply left with whatever remained after priority guests had been accommodated. **Final Thoughts** What makes this review particularly disappointing to write is that management is clearly aware of many of these issues. We met numerous guests who had complained about the same room problems, restaurant queues, lack of dining availability, service inconsistencies, and stomach illnesses. The complaints are not new. The problem is that management appears to address issues only when individual guests complain loudly enough, rather than fixing the underlying problems permanently. If you stay here, my advice is simple: complain early, complain often, and escalate immediately if necessary. The resort itself is beautiful. The staff are pleasant. But beautiful grounds alone do not create a luxury 5-star experience. Management must listen to the guest experience and actually try to mitigate the issues. The hotel needs to review its evening food offering urgently! We booked expecting a premium all-inclusive holiday and left feeling that the marketing does not match the reality. Had we known what the experience would actually be like, we would not have booked this hotel. Unfortunately, we will not be returning. If you have a similar experience as us, and you travelled with TUI - complain to them too, they are simply ignoring the fact that the marketed holiday versus the guest experience do not live up, this is not a TUI 5* Platinum all inclusive holiday! (And they know it)

We had a 2 BR suite which was fantastic. This is a very large resort with a lot of dining option all of which had very good food. They have several pools to make it convenient for each building to be very close to a pool. They run carts every 10-15 minutes to and from the infiniti pool beach side. You have 2 "Ambassadors" assigned to your family and anything you want to do you do through them. There are a lot of Bali beds but you need to reserve them thru the ambassador. I would rate it higher but It is seaweed season so the beach was covered with seaweed and there are a lot of large rocks protruding up from the sand near the water. We will definitely go back in the future.

Karaoke was so fun! Thanks Oscar! See you at the pool

So fun! Thanks Oscar. Can’t wait for more.

We stayed here for 2 weeks at the end of may/June and what a amazing time we had food was amazing different restaurants to eat at with a buffet restaurant open every night never had to que at any of them.the grounds were fabulous and well kept the whole hotel is built around a jungle cenote with lots of wild animals to see including monkeys which were amazing and coatis which were good.the pools were numerous and everywhere we spent most of our time at the main infinity pool and beach which was a bit rocky and full of sea weed but didn't spoil our holiday.the staff were all fantastic and couldn't do enough for us very happy and always smiling one special mention to our waiter at the main plaza Manuel who went above and beyond and always looked after us and was always happy and also the ice cream man in donatellos (can't remember his name sorry)always happy to see us and greeted us with a big smile.really enjoyed our stay at the fives would recommend and would stay again .

Great place, a lot of fun entertainment, good food and great staff!

Best vacation by far we have taken. From our ambassadors, to the food,the jungle walk way. There are so many restaurants we didn't get to them all in a week. Our spa experience was top notch and all of the staff every where was so friendly and helpful

Family friendly resort, my kids ages(6&9) enjoyed going to kids club Aluxitos for few hours, food and room 8-9/10 we’re really enjoyed our vacation. Friendly staff and entertainment at night is good.

Couldn't be happier with our trip to The Fives Beach Hotel and Residences Resort!!! It's the most beautiful resort we've experienced since coming to Cancun for the past 6 years. The mixture of impeccably maintained property mixed with the natural beauty of the surrounding rainforest is stunning. Service provided is first-rate beginning with the most effective prearrival services we ever experienced. All staff are friendly as are Barnaby who took care of getting us beds overlooking the ocean and Jonathan who ensured our drinks never went dry. Of particular note is our Ambassadors, known at other resorts as butlers, who were the best we ever experienced!! Renata and Chris took care of us like family and left us wanting for nothing throughout. Strongly recommend vacationing at this resort and asking for Renata and Chris as your Ambassadores!!!

Rooms were spacious, clean and comfortable, Eateries and bars were spread out throughout the resort. Staff was extremely accommodating and most forward facing spoke english well. Well priced for accommodations along with food and beverage choices. Outside of the Ocean there were numerous pools to lounge by with adult beverages close by.