8/10 Good
Veronica
Traveled with family
Oct 22, 2025
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our family stay was very good. The property is nice and well kept. Service was good so was the food. Gabriel, Marcos and Jose from the a la carte restaurants were excellent and definitely deserve a personal mention. Dinner at Ku’uk was absolutely exceptional; 5 stars! However, I was disappointed about something between Expedia and the hotel: when I made the reservation in Expedia, I was asked the ages of my children then I paid what was asked. Upon arrival and check-in, I was told that because they consider 13 to be adults, I should paid a difference. I was furious. Why doesn’t the hotel tell that to Expedia that so Expedia can charge the correct amount at the beginning and not having to deal with that especially after a long flight? It’s a big fail from both companies and a terrible customer experience. At the end, a staff meme we helped up to get this resolved. The other things that was not a great experience, was having to book the a la carte restaurants. Not all of them open everyday and they have limited availability. The daily buffet is ok but if those reservations are not made at the restaurants, it can get really boring easily food wise. Like I said, we had a very nice time but we will for sure consider other options before booking here again.
Veronica
Stayed 6 nights in Oct 2025
