No complaints

Its the second time we stay here and it was great service they upgraded us to an ocean view because they were booked it was very nice since It was my birthday

Stayed in October 2022

The room smells really bad, The card that is supposed to open the room did not work well, it took me ten minutes each time to open the room, really annoying

The pool, restaurant and the bar were really good

Stayed in October 2022

the staff really push the packages on you and if you aren’t on an all inclusive meal plan their is a bit of difficulty in getting basic things like hot water or tea/coffee through the day

location is excellent and the beach and pool are lovely!

Stayed in September 2022

The hotel was undergoing renovations. It was dirty. The floor to our room had dirt on it for the two days we were there. The rooms are basic as can be with no charm at all.

We didn’t like the hotel at all. Very little charm to it although the staff were pleasant.

Stayed in September 2022

very bad customer service

location

Stayed in September 2022

being ignored

the sun and some staff were really good the spa was super dated but Iliana made up for it she’s truly an asset to the establishment.

Stayed in September 2022

The lack of more handicapped ramps, there's some but not to get into the buffet and other places. Also the presentation for the membership offer was too long with too many personal questions. Too much pressure to sign in on the spot. We felt that a fiancial decision of this magnitude, requires more time to make so we could read over the fine prints.

The service provided by the staff. They were very courteous and eager to fulfill our requests. Our romantic dinner at the beach was excellent, we sent our compliments to the chef the salmon was appetizing and exquisite. Many thanks to Fabiola and Pedro who went out of their way to make my husband's birthday dinner an unforgettable one. I was grateful also to the staff who decorated the bed and, the balloons to wish a happy birthday to my husband. He was surprised and pleased. Overall, it was a memorable time. We enjoyed the free couple massage by Maricela and Raquel it was soothing, relaxing and professionally done. I would recommend the full body massage to anyone who would be interested.

Stayed in September 2022

Some staff especially at the main lobby reception desk and lobby bar were super uptight and rude even, like we were bothering them by having them to their jobs? The hotel itself is very simple. Very basic. Do yourself the favor and splurge a bit more and go to a better hotel. We have been to Mexico multiple times and this is by far the worse hotel we have ever stayed in. There is also construction going on at the hotel which was not stated anywhere as a warning. While we were booking an excursion, we could barely hear the man in front of us because it was so loud in the lobby. Our friends even had to request to move rooms because of the noise. There is construction noise basically ALL THE TIME. Definitely not how you want to relax on vacation. We had a premium package and you basically had to watch the bartenders and make sure they used top shelf liquors or else they would use cheap stuff. And god forbid you don’t return your pool tower or someone steals yours from your chair, they’ll charge you for it. Lattes and cappuccinos are not included AT YOUR ALL INCLUSIVE, only the watered down coffee at the buffet or in the premium rooms. We upgraded our room to an Ocean view and were placed behind the kitchen on the 2nd floor right above the Sports Bar which was very loud until late, you could hear the plates and noises from the kitchen until late as well. Definitely not worth it the extra money. And sadly we knew the front desk staff wasn’t going to be helpful so it wasn’t even worth trying to talk to them. Wifi is the room does not work, you basically get kicked out of it every 2 minutes. Honestly worst hotel experience we have had in a while. I would say if you’re on a budget, don’t care about comfort and quality or a young couple/family on your first “budget” holiday then this is the hotel for you. But if you want a proper holiday and an amazing hotel, then find something else. There are a lot of better all inclusive, beach front resort options.

Some of the staff was amazing, specifically Alan at the Mexican restaurant and Boris from entertainment were great and lots of fun. The location was also pretty good. It was at the end of 5th avenue so it was easy access to walk up and down the main street. Close to lots of cool bars and restaurants.

Stayed in September 2022

the key always stop working

first iworried because the reviews 7.6 we stayed here 5 night we enjoyed the pool , very good price delicious breakfast

Stayed in August 2022

Insulting staff who do not know what it means to be hospitable and help their guests if they are in trouble. Our keycard didn't work and we reported it to the staff, however, they started almost to shout at us saying that everything works properly. We had to go back and forth several times to prove the card didn't work. Once we got the new one, it didn't work either. Eventually, we were moved to a new room. Turns out, someone decided to celebrate a wedding next door all night and the staff didn't let us know either. So that day was absolutely terrible as we were utterly exhausted and had to move for the second time now at night. The staff confirmed that they had known about the event in advance but just decided to give that particular room anyways while they did have way more unoccupied rooms in other parts of the hotel. Then we were offered an all-inclusive service to apologise for the experience. However, when we were checking out, the manager said she didn't know about any promised all-inclusive services and calculated the full price. Her response was: "You talked to my manager but now he's not here so I can't help, pay now." No arguments worked, so we decided not to waste our time and go to the airport. The staff also regularly broke into the room in the morning while we were sleeping, without any notice because they just wanted to clean the room at 9am. What was also surprising, they have very aggressive merchants on the hotel territory, so you can't relax and feel chased by them to buy something. The food was overpriced and tasteless, no pleasure at all. That was a completely disastrous vacation because of the hotel, never choose it again.

I didn't really like anything about the hotel, rather that decorations were beautiful.

Stayed in June 2022

Everything- the dirty rooms, bland and cold food, the drinks were watered down, the staff were rude and extremely slow.

Liked that it was on the beach, but the week was filled with seaweed which made the entire place smell absolutely disgusting.

Stayed in August 2022

Room was loud, beach was completely unusable due to stench and abundance of seaweed, construction was ongoing next to the pool, hard to find a place that was enjoyable to sit.

Nothing in particular

Stayed in August 2022

sea wards

servicié

Stayed in August 2022

Had planned to stay 5 nights, checked out after one night as the place is too depressing for a vacation. 1) The food is literally inedible. 2) The entire work of Rammstein was played by the pool area - not exactly relaxing. 3) Rooms are dark, dated and loud (The "DJ party" in the conference area could be heard in the room when trying to sleep.) Whole vibe is that of an "industrial vacation facility" , the guest experience is clearly not the focus. No one in the staff was curious why we chose to leave early.

Great location, nice pool area.

Stayed in August 2022

Everything

Nothing

Stayed in August 2022

the room looks old and not very clean!

the service and food

Stayed in June 2022

Room not taken care of as not replacing soap and next day still no soap. Only 1 glass for 2 people. When you call front desk to get what's missing it takes a long long time. Beack is very dirty full of seaweed. Unable to swim due to also full of boats which make it dirty. Food was poor. Better don't loose your towel card or they'll charge you $35.00 for a lost card. Thieves. Liquor and soft drinks are horrible, all watered down and cheap quality.

Staff at restaurant very friendly and attentive.

Stayed in August 2022

Service is sub-standard. Hard to get served on the beach. Not enough cabanas and beach is not accessible April-October, due to seaweed. Need to have a better method of cleaning it up so that it's accessible. 3 guys with pitchforks and wheel barrows isn't going to cut it. Staff will try to upsell you on their membership as soon as you check-in.

Food was decent at the restaurants.

Stayed in July 2022

the pool was slimy, i cut my self in the pool at coco reef, the staff didn’t seem to care where or how. the front desk if you are latino they treated you poorly and with an attitude (girl at the check in desk). If you are American with light skin complexion they will ignore anyone else so they can attend to you!! the place has no beach, the resort is dirty and low maintained… Lobby had no A/C customer service was horrible…. they pester you with time share classes (it’s quite annoying)… no means no!!! they don’t get it. The manager Paolo was amazing, he is the only person there that actually loves what he does, and was super attentive and caring… REEF PLAYACAR IS AMAZING great customer service!!! Coco Reef should learn from them!!!

The… breakfast was okay!

Stayed in July 2022

The keyless entry was problematic from the beginning and was challenging and time-consuming to get it to work each time. Notified staff but no one did anything. The snack bar by pool served stale chips with the guacamole and the quesadillas were extraordinarily small and tasteless. The private beach was dotted with local boats, so the ocean view was blocked. Seaweed covered the small private area and had to be raked up every morning, so wading in the area meant you had to navigate gunk, where other areas to the north and south had better beachfront and views. If you need to charge several devices, bring a multi-port charger, because plugs are in short supply in the room. The mattresses were rock hard, but the sheets and linens were clean…can’t have it all always. The pool closed at 8pm and the gym at 7pm, and that didn’t fit with our schedules and was disappointing.

Friendly staff, great location-easy walk to shops and restaurants, A/C worked great! The balcony was nice. The Mexican restaurant serves amazing fish tacos and had excellent service. The spa was amazing and Nadia gave the best deep tissue massage I ever had. The best! The transportation provided by the hotel to and from the airport was great and on time; worth the price for peace of mind. The elevator held 2-3 ppl and had zero air circulation. Forced me to choose the stairs, which wasn’t a bad thing, but would hate to get stuck in the elevator because it’s like being in a locked car with the windows up in the summer.

Stayed in July 2022

the buffet options for breakfast, lunch, dinner were very underwhelming. Ipaid for all inclusive but ended up eating outside the resort for better tasting food. Next time I won’t bother to pay for All-inclusive.

it’s right on the beach. enjoyed the pool.

Stayed in July 2022

- Apartments are weary. Damaged mirrors, chipped tiles, rusted and leaking taps. - Privacy badge was ignored at least 2 times. - Sewer smell on stairs. - All-inclusive doesn't include a lot. One out of for restaurants is for additional payment as well as snorkelling gear - Some suspicious guy that completely ruined vacation mood during the first day. He took me by the fool proposing some ridiculous deals that look like a complete fraud and trying to gain my trust by a handwritten piece of paper while his attempts to find my weak spot were obvious and disgusting. This as well as completely personal questions were not acceptable and I would have refused in a second if I had known what that meeting was about.

- Staff was rather good. Please take into account that most of them speak Spanish and very little English (not to berate them, it's obviously Spanish-speaking country but to highlight the fact). - Buffet is not bad and has enough choice not to get bored in a week.

Stayed in July 2022

There was no problem, you feel very welcomed.

Everything! Place is super clean, employees are very attentive, and it’s very simple and family friendly.

Stayed in June 2022

sometimes the smell of fish can be a little bit too much

is a small but beautiful place . the food was amazing . and the stuff are the friendliest people you will ever encounter .

Stayed in May 2022

The room. Bathroom stopped up toilet and tub ....little to no tissue. Tub was nasty and room EXTREMELY OUTDATED!

Close to other things. All within 30/40 mins of airport....Xel-Ha...

Stayed in April 2022