Pros: Amazing place, amazing food, beautiful beach and palms. Everything is up to date. like a village with thatched roofs and palms, all inclusive, water attractions for kids all around.
Cons:
1.smoking people everywhere, not possible to open windows to not get the smoke in your room
2. Reception and guest service: if you got to the line- be prepared wait about 1hour easily. Way too long
3. Covid test center is pure hell, total disaster, completely disorganized. 1.5 hour minimum waiting in line with kids no matter appointment or no appointment. Results are negative within 1 hour which is good
starstarstarstarstar Sergii Sechka
Awesome!! This place is BEYOND CLEAN. I loved that the rooms smelled like bleach and were clean even in the corners where dirt can accumulate. The whole grounds were extremely clean with staff at all hours going out of their way to make this place beautiful. Staff were extremely helpful. The food was great! I didn’t too much care for the Italian restaurant and the shows were a bit cheesy lol BUT I will frequently visit here this place is awesome especially for the price!
starstarstarstarstar BeautifuL DaY
I booked this resort based off user reviews so figured I should return the favor. I initially booked the beach but when arrived was informed was close due to covid so we were placed in Tropical. The room was fine but to the pools were gross as the water was as dark as river water. I was also informed if you stay less than three days you can't eat at restaurants. The buffet was only option and food was not very good and was always cold. The second day we seen the palace had clear water pools and paid "upgrade fee" to transfer there for day so we could swim in normal water. The room was nicer at palace but buffet food was just as disappointing. I pry wouldn't return as Valentine Imperial food is spectacular compared to this place and resort is truly a 5 star compared to this place.
starstar Alan Yike
It’s a great property with a lot of potential. Beautiful beach and well taken care pools. The main reason I give them 2 stars is extremely poor service. Couple examples: bartender at the grill by the beach told my mother to get a drink at the pool bar because he said the grill restaurant is for eating not drinking. Server at the buffer told my husband to grab bottle and poor his own wine. Cleaning lady at the restaurant screamed at me for seating at the wrong table. Don’t get me wrong, there were quite a few great servers out there. For example Jose Gomez. Other problem we faced, my 1 years old daughter drinks a lot of milk every day, I asked for a box of milk for her so I don’t have to run to the restaurant every time I need to refill a bottle. Several times, employees would just turn away and ignore me till I just stand the for a long time and won’t leave, than they would give me the milk. Last day they refuse to give me milk at all even after speaking with restaurant manager Luis Gomez( who was extremely rude and unprofessional). The reason they didn’t want to give me a milk was health concerns. How does it even make any sense??? Isn’t it easier to give me a box of milk so I can get off your way and don’t come in every time I need it??? Anyway they really made us feel like we are beggars asking drugs not a parents who just trying to feed their child…so all those little things ( the list is much longer) destroyed our beautiful vacation. Bottom line we will be choosing other resort for next vacation.
starstar Olesya Melnik
German Lopez at the Bar Tequila is the best bartender! He is so fun, friendly and makes the most articulate, delicious tequila shots at the resort! We come back every day to hangout with German at Bar Tequila. He is the best ever!!
starstarstarstarstar Margaret Hadaway
El complejo es muy bonito, la playa del hotel también es muy agradable, definitivamente regresaré
starstarstarstarstar Ray Loz
Somos del grupo shelo fue un servicio exelente a cargo de sr Germán López
starstarstarstarstar Shelo Nabel
Excelente el bar tequila muy buen servicio de Germán y Maria, grupo shelo nabel
starstarstarstarstar Axel Navarro
Excelente servicio para grupo shelo de parte de los jóvenes German Lopez y María Orozco buen trato y muy amables.
starstarstarstarstar Benjamín Orduño
Grupo shelo excelente servicio por parte delos señores Germán López y ediberto, espero regresar pronto.
starstarstarstarstar Sergio Navarro
Muy bien excelente bienvenida y todo e trato de personal Abdiel y los chicos de recepción y mas de yucatan felicidades
starstarstarstarstar Iph 2b Preescolar Maria De Jesus
Very good service. Food was very nice for a buffet.
Moises Guerra was our server and was excellent. Very attentive and courteous. My glass was never empty and empty plates never sat on the table long.
starstarstarstarstar John McEnroe
I truly loved this hotel! So clean and the staff were absolutely amazing! Such great food and just an amazing property all together. Clean and beautiful pools and oceans. We had a wedding here and the whole event was beautiful and very well catered and organized. I truly recommend this hotel to anyone who wants an all inclusive in Mexico! Thank you!
starstarstarstarstar Jeremiah Nash
I have been here 3 times. The main reason I come back is that the buffet is really good and the place is getting cleaned 24/7. The beach is better than most on theMayan Riviera,but has still a lot of big rocks between the different sections of the resorts and at random on some of the beaches.If you are lucky you cansee some sea turtles right off the beach.The management is a hit and miss.Every time we go someone is not getting the room they booked. This time I was told that the online check-in we where told to do, to speed up the check-in process at the resort, does not work at this resort. Check-in has always been very slow. We booked at the Mexican restaurant for a large group months in advance, when we arrived the manager told us we had no reservations,looking at his computer screen we could see our name and the number of people we booked for.He hesitantly agreed and told us that our group would sit on 5 separate tables. He was not only unapologetic about the situation but displayed an attitude of carelessness and lack of customer service I have never seen. I attached a picture of him to mage sure that the management knows whom I am talking about.The food in the Mexican restaurant was good and so was the service.The resort is constantly being cleaned but certain things are showing there age. The air conditioning may not shut off or not turn on.I had to wait two days to get mine fixed and had to ask 3 times before some one fixed it.The entertainment group is very good and so arealmost all servers which get tip's. Mixed drinks are a hit and miss,like most resorts the bartenders use their own discretion as to what liquor they use and at which quantities. Best is to be specific with the bartenders to let them know what exactly you want in your drinks.
starstarstar Sub-Zero Hunter
German Lopez Wow he is a great server. Very respectful and we like that is is very friendly. Overall, nice trip we loved our stay. Good pools
starstarstarstarstar Kendra Matley
My family of 6 stayed there for 7 days. After the first 3 days, 4 of us got violently sick with food poisoning.
It ruined the vacation, we were up all night sick, we had fevers, and we could barely do any of the things we wanted.
When we tried to go to the on site doctor, they said it wasn't an emergency, so we would have to pay a large sum to go.
When we asked to be compensated, they said they wouldn't do anything for us, and all we could do was fill a survey out that would be emailed to us.
I wasn't looking for a huge compensation, but just something to make this better, I mean we had to spend most of the vacation in our room so we were close to a bathroom.
I'm hoping management sees this and actually does something other then tell me they are sorry for my bad experience and gives me a bunch of excuses.
Bottom line, I won't go back ever.
However, I will say the staff was great and everything looked beautiful.
star gabriella fantozzi
Jantamos no restaurante capri Onde tivemos uma excelente refeição graças ao excelente atendimento do moises almavaz e também do isais e com ajuda também do sr: Jose Elias Espetacular Obrigado
starstarstarstarstar Tiago Kas
Ótimo atendimento, super prestativo, e muito simpático!! Super recomendo. Fomos atendidos pelo Alejandro Mendez no restaurante palmeiras perto da piscina 😊
starstarstarstarstar Priscila elen
Nossa estadia foi excelente, hotel muito confortável! Atenção especial no atendimento sensacional do nosso amigo Alfredo Tinah no restaurante Tropical! Muito atencioso e cordial!
starstarstarstarstar Giovanna Andrade
Fomos muitíssimo bem atendidos em restaurante Santa Fé por Natividad Mendes e Alexander. Serviço e atendimento excecionais!
starstarstarstarstar Valéria Allegrini
Fui muito bem atendido pelo sr. Carlos Diaz garçom do buffet do restaurante uma excelente pessoa recomendo.
starstarstarstarstar Hamilton Noriyuki Nakamura
Jantámos no restaurante Capri e fomos atendidos pelo Moises Almaraz e o Isais Xool que nos fizeram um atendimento excelente. Também tivémos um atendimento extra do gerente José Elias Martinez que foi muito simpático. Excelente serviço.
starstarstarstarstar Raquel Costa
O serviço do restaurante capri é excelente. Natividad e griselda são espetaculares. Muito especiais e atenciosas.
starstarstarstarstar Ricardo Ribeiro
Deixo aqui o meu comentário ao cartel instalado aos serviços médicos do Resort. Atenção que uma urgência pode-se traduzir numa despesa se 2000usd!!! Cobram a triagem, cobram a consulta do médico de medicina geral, se este não resolver cobram a consulta do médico da especialidade, etc. Autêntico roubo!Se quiser ter um lugar sentado num evento como o do final do ano tem de pagar 300usd! Evento esse igual ao de outro dia normal.Quanto ao Resort é enorme mas em época alta cai se no ridículo de não ter condições suficientes como por exemplo espreguiçadeiras na praia e na piscina. Os empregados parecem os burros atrás da cenoura e só servem os clientes com uma nota de dollar à vista! Isto num resort de luxo com tudo incluído. Pobres coitados que devem de ser explorados.Internet é cobrada! E não funciona bem. Aconselho a comprar um cartão local ou melhor ainda escolher outro resort.No final nem uma fatura com as despesas passam! Alegam que só passam fatura a residentes!!! Como se fossem os locais os clientes do Hotel!!!
star Diogo Jose Lopes
Buen lugar, no me gusto que solo tengan autobús para desplazarse, la estancia sería más agradable si hubieran coches pequeños y pues cada 5 minutos.
starstarstarstarstar Arely Menchaca Gonzalez
Amazing hotel and resort!!The staff is friendly.Hotel rooms are nice and they workwe to put our family of 7 in adjoining rooms with a connecting inner door.The pool area covers acres so there is always plenty of room to play and sit pool side.The beach is first rate!A combination of Rocky areas you can snorkel right off the beach (we saw turtles and countless fish) and soft sandy areas for swimming and playing.It has an on-site dock you can take scuba dive trips from.Lots of great restaurants that are all included for free.We all loved it (kids ages 8 to 17).Our favorite vacation of all time.
starstarstarstarstar Brent Stratton
This resort not only looks fabulous and the facilities are amazing too even when things go wrong they care for you too. My Partner had a fish - possibly aBarracuda bite / impact her leg whilst standing in 2 -3 ft of water in the sea. She had a bad slash to her leg requiring stitches. There was a first aider who administered treatment immediately and the hotel immediately got her transport to the doctors too. Due to it requiring stitches theyorganized a ambulance as well. A 1 in 10 million accident should be seen as a positive from the fantastic care we got. We will if we can visit again - a truly fantastic resort.
starstarstarstarstar Ben Horton Ben
The only reason I give it 2 stars is that the facilities are exceptional. The rooms, pool, and beach area were awesome. However, not as all inclusive as it states. Basics were covered,but always pushing for up charges. The buffet was bland and the same every day. The restaurants were also not good.The exception was the Japanese restaurant which was excellent!The shows were mediocre at best and the theater was hot and sound system terrible. Service was poor to non existant at the bars, buffet, front desk etc. Would not recommend.
starstar Robert Donovan
This is a large resort that includes 3 other resorts with it. The good things are, big nice pool, good beach, and options for family with kids( water park and Dolphin show). The bad, the room, while clean, had a dirty shower head that did not work correctly, the sink was not on correctly and had what looked like black mold, there was a leak in the shower bath gel that, the flush was not cleaned, and The food did not taste good. This place would have gotten a 3 star from me if they fixed the issues for me when I told them they need to clean the shower, they did nothing. They cleaned the room every day, but did not clean the flush, fix the leak, or clean the shower head. I would not recommend this resort based on these experiences.
star Zain Somani
Overall an excellent stay. The whole resort was clean. The pool and beach areas were great--had no trouble finding a place to relax in the sun. All the staff we interacted with were helpful and friendly. Only downside was that WiFi was not free in the rooms. Would definitely stay here again!
starstarstarstarstar Andrew Lendway
Un lugar excelente. Todo muy bueno. Es recomendable preguntar sobre las actividades del hotel ya que son muy buenas y la mayoría están incluidas como el yachting. Lo único que hay que estar atento es al clima, puede cambiar de repente y desatarse una tormenta y a la hora tener nuevamente sol. Por lo demás no le encuentro puntos negativos.
starstarstarstarstar Leo Saxo
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