rooms needs updating. food wasn’t what I expected. everything else was ok. I was there for sun and sand.

loved the beachfront

Stayed in February 2023

nothing

Everyone was just perfect.

Stayed in February 2023

Some people were terribly aggressive and fighting with staff. Noisy people too, screaming and fighting inbetween them, specially around the bedrooms in the night. The food was bad quality, the bedrooms very old and not clean, there were stains in the bed clothes, the shower very old and dirty. The drinks really bad. For what they offered i paid too much.

Circus show, they were really good and the Michael Jackson show, the staff were friendly, sorry for them, because they tried their best but the Hotel didn't offer what one paid, for paying a bit more one could get a much better hotel. The fresh juices from the breakfast were good. But food in general was bad.

Stayed in February 2023

Making reservations for restaurants dinner!!!

Everything!

Stayed in February 2023

the people that work nice

the restaurantes never available ala carta

Stayed in February 2023

The price for just the hotel not excluding flight was $ 2,447. the hotel and our room wasn't in good condition for that kind of money. I want my money back! It was my kids frist Tropical trip and I was looking forward to them have a great experience right from the hotel but that wasn't the case which made me sad. Even the kids question me about how Horrible the hotel looked. The pools was nice and that's the only good the kids enjoyed. When we arrived the frist thing I noticed was the toilet not working. Which I told them about. The second thing was the bathroom smelling very bad and the ceiling was cracked open and water 💧 dropping. The house keepers came every time to clean and nothing was done. We eat the same thing every day for lunch and dinner. The food was always cold as well. When we sat down to eat, it will take about 5- 10 minutes before a server will come by to ask if we wanted anything to drink. I have pictures and video to prove this.

Stayed in January 2023

none of the rooms were OK. The air conditioning was not working The food was not great.

The beach was awesome

Stayed in January 2023

The food, poor options and quality, the whole building needs to be repaired or at least a well maintenance. Looks so old to be considered 5 star hotel.

the nature juice, the beach, literally that’s it.

Stayed in January 2023

We arrived at 230pm my room was scheduled to be ready by 3pm, after checking in and a short tour of the property it was 310pm my room still wasn't ready. By 415pm my room is finally ready, I get to the building and they don't have elevators. We are on the 3rd floor with 7 bags of luggage. Already this is a place I WOULD NEVER BOOK AGAIN. I get to the room where the housekeeper has just finished cleaning but there are no towels, the TV, ceiling fan, and phone doesn't work in the room.

Nothing, this is not all inclusive you have to stay more than one night to eat at any of the property restaurants and even for that you have to make a reservation the day before. I was told I have to eat at the buffet only. When I booked this I also thought this was an adult only resort IT'S NOT. I was able to talk to the reservation manager and eat at one of the restaurants that's the only high point of this place was that. During the dinner the power went out on the property so for 5 mins we ate by phone light dinner in a full restaurant.

Stayed in January 2023

whole hotel needs a renovation. Rooms are old, smells like mold. Absolutely different from the rooms that are on the pictures. Not even close to the one’s that on the pictures. Holes in the walls. Water was leaking from the ceiling in n the bathroom. My daughter slipped and fell. Plates in the buffet smells, not properly cleaned. Stuff is not helpful and welcome. To get any kind of help or service, need to spend half a day. Not enough sun beds in the beach or pool area. A lot of them were broken.

Entertainment

Stayed in January 2023

The room was soooooo disappointing. It was very dated with ragged wood furniture. The toilet was fitted with a seat that was way too small, how embarrassing. The bed very badly needed to be replaced and was not comfortable at all. The a la carte restaurants were all booked for reservations. We were practically begged to attend a "1 hour" presentation. It ended up taking 3 hrs. I could go on about how subpar the accommodation are but I won't. It's just a hard no for me.

The staff was amazing and very accommodating, by far the best thing about this resort. Most of them also speak English well. The food at the buffet was good and again the staff was very attentive. Someone from guest services was always available to answer any questions I had. Also when I expressed that I had not gotten to experience not one a la carte restaurant a member was able to help get us accommodated on our last night there. That meant so much to me. Although I will never visit the all incisive for a second time I must say again that the staff is amazing.

Stayed in January 2023

FRONT DESK: We arrived early at the desk and waited for 30min till someone would talk to us and when that happened we were told that the room isnt ready but can store our bags and use the facilities and go to the buffet restaurant to eat which is fine. We were then approached by this guy name Victor who I believe tries to sell the hotel membership and he told us if we book through 3rd party website front desk don't consider us important which if true is a rude policy. We then arrived 45min before 3pm and approached the front desk person named Yayson who didn't even look at the screen and just told us to come at 3pm and we told him if he could check in the system the room might be ready and you can check us in he did something and in 3 seconds he responded room is not ready. We then arrived at 3pm to check-in and the person stalled us for 25min and then told us the room that was assigned to us was not ready which he could have told us right away and would have told us he is working on giving us a different room. He also told us the room he was giving us was one of the refurbished room which it wasn't and you can see the pictures as we had no shower door and toilet was a bit worn out and so were the wardrobe and cabinets in the room. I think check-in time is also the time when the front desk swap shifts and there is a massive queue of people just waiting to check-in. Staff from different department of the hotels come right next to you and talk to front desk staff who then attend to the staff while the customer is still in front of them waiting which was rude and also the front desk staff keep on talking in Spanish laughing and joking while the customer is still in front you which is rude as well specially if the customer doesn't speak Spanish that comes out as very rude.

Some staff in food and beverage department were really nice, specially the hostess in the Mexican restaurant she was limping as I believe she hurt herself but still was smiling and friendly, food is good in the buffet restaurant as well as in outlets if you get in and the pools are nice and the bartenders at the pool bar were good and funny too. They do have activities everyday for everyone which is nice ad well. PLEASE MAKE SURE TO READ THE NEGATIVE COMMENTS BEFORE YOU BOOK THIS RESORT

Stayed in December 2022

When we arrived we were upgraded to a really disgusting room on the family side of the hotel, we even tipped the front desk staff to get us a better room, he promised a room on the top floor - finally we were given a ground floor room, that was beyond dirty old broken & simply unacceptable We were presented with the option to upgrade to the adults side of the complexe, we were shown beautilful rooms which we accepted for an incremental $100 pp per night (way more than we had paid) the worse part of this experience was that we were only given our NEW room at 7:30pm that night (10 hrs after arriving) - they couldnt find a room (for which we had already paid) & now had misplaced our luggage!! UNREAL No one wanted to help or even answer our questions, this was by far the worse place I have ever been to the staff seemed lost & the site was run down & dirty Good luck to travelers going there - BAD experience

le staff au bar de la piscine des adultes

Stayed in December 2022

The only good was the 31 dic dinner , was organized

More variety in breakfast, lunch and dinner no enough service, no table available, the food was cold

Stayed in January 2023

they need more staff and friendly staff public restrooms was a mess customer service bad tv in my room not working it was a mess

nothing good

Stayed in December 2022

Room AC was damage. Had to visit front desk 5 times for room change. Then, new room doesn't work TV, security box, and some ceiling lights. Almost all the pools weren't clean properly. Some halls has water in the floor by ceiling leaks. Promotion personnel for sells were too insistent, have to talk to a hotel manager because we had said 5 times "no". Restaurant reserves were almost full since arriving for the next 4 days.

Restaurants were generally ok. Mylos restaurant was the best. Entertainment shows were ok.

Stayed in December 2022

From staff to hotel rooms everything is so bad. I would never stay here ever again

nothing

Stayed in December 2022

food was not great, staff were unhelpful, room sliding door was broken and did not feel secure

beachfront and activities were funny

Stayed in December 2022

My first room was cool but air conditioner didn't work then my second room was smaller and dirty(3 dead cockcroaches).

The relaxing places were so nice and cool. Food met the expectations.

Stayed in December 2022

The A/C in the whole building wasn’t working and we had to move rooms twice.

Stayed in December 2022

The staff at the buffet area was not helpful and it seemed they did not want to be there. I frquently had to chase the server so I could have water, or a cup for the hot chocolate. I did not like not having access to the "special restaurants". You have to book with one day in advance. I did not like the shower. The water stalled on my feet. I also had to request a sign for the bedroom. The beach is not clean. Overall, I do NOT RECOMMEND this hotel for professionals or families. However, if you are a student on a budget, THIS IS PERFECT for you. The hotel seems to have fun activities for young people. Lastly, if you loose the bracelet, they charge$60 USD, which I find excessive. If you don't return the towels, you will be charged as well.

I liked the room. It was clean. I loved the swimming pools. The food was ok.

Stayed in December 2022

(1) food poisoning (2) Leaking bathroom (3) Door broken (4) Lack of mentainnance (5) VIP membership is useless, cannot book free restaurant (6) Stand and waited in line for three hours to check in (7) No place to park

Stayed in November 2022

Receptionist guy name Yandro, is the worst to deal with, useless, and not happy to help you. check in is at 15:00 but by 17:00 we still in the reception trying to check in, which this guy wasn’t happy to help. The whole reception team didnt even bother into our problems with the booking. Only thing they suggest is to make another booking and ask for refund on my prepaid booking. THERE IS LOAD OF RESORT MUCH BETTER THAN THIS, STAY AWAY FROM BE LIVE COLLECTION!!! ROOM IS OLD AND DIRTY unless you pay for upgrade 100$ per night and they will move you to Adults only.

Food at the Buffet restaurant

Stayed in November 2022

some maintenance was being done with all the guests

the only adults was amazing ! as well the room with sea view

Stayed in November 2022

Room was dirty, old and damaged. We had to complain and only the 3rd time they gave us a slightly better room. Did not meet the expectations at all and not a 5 star hotel. Food at the buffet is mediocre and dry and service at the a la carte restaurants (rodizio and steakhouse) wasn't good (same for the food quality) . Reception waiting times are unacceptable and the staff at the reception was not friendly or cooperative to solve our issues. They try to sell you a sort of time share and will have a councierge following you around for a great chunk of time. Our AC in the room did not work and nobody send anyone to repair it or to change our rooms despite our many complaints - sleeping with 30°C for 4 nights was definitely not pleasant. Toilet was always clogged. Outdoor bars smell really bad. Water activities are not available as advertised (kayaking,etc). Heard many people complain of similar issues (particularly the room cleanliness). Overall, would not recommend this place and won't stay again.

Location. Outside areas are nice though some need some TLC. Entertainment and spa staff were nice and professional. Pool areas. Evening entertainment.

Stayed in November 2022