4/10 Poor
Ilana
Travelled with family and small children
24 Jan 2025
Liked: Cleanliness, amenities
There were some wonderful aspects of this property but overall our experience was extremely frustrating. Though I booked directly through Expedia (family room 2 adults, 2 kids ages 6 & 9), my reservation showed up for the resort as if I reserved with another company (PriceTravel?) and listed my children as babies. Due to this error, we arrived and were told we owed 5000 pesos (~$250) to cover the cost of the children. Additionally, the resort said they only received part of the money I paid expedia and ultimately told us we owed more money for the kids. I don't know if it was expedia's error or the resort's, but half of my vacation was spent dealing with this mistake. Neither the resort or expedia was helpful in resolving the issue.
Restaurants were another source of frustration. If you are not a royal elite, it's nearly impossible to make a reservation at a non-buffet restaurant. No one told us until the 2nd day that reservations open online at midnight for the next day and are gone in minutes. It took complaining to 4 staff and 2 supervisors before they made us a reservation. The food was OK, but not great.
The positives are that the property is beautiful. Despite rainy weather, there were a lot of really special activities (snorkeling in the river & cenote, exploring Mayan ruins) and those staff were fantastic. Our room was nice and cleaned regularly. The grounds were beautiful to explore, and the animals were particularly fun to see (monkeys, coatis, raccoons, birds).
Ilana
Stayed 4 nights in Jan 2025