Kid friendly!

We had a wonderful time at this resort, very kid friendly and fun. We would have loved to have seen the restaurant at the beach be buffet style, the wait was sometimes so long, but the walk to the buffet was too far to do multiple times a day with young kids. Having the train run more frequently during lunch time would have also helped this issue. Overall though, it was a well maintained and beautiful resort, with lots to do.

Above Average Resort

The positives were: - the restaurants were very good and we didn't need a reservation except for the Japanese restaurant -the room was clean with a very nice shower and comfortable bed - the buffet offered a wide variety of food -workers were polite and friendly (Jasmine in the lobby bar was fantastic) The negatives were: -the beach was narrow and the chairs were packed like sardines with not enough palapas for shade -smokers were everywhere and being so close meant that we were breathin [... read more]g their smoke all day -in the halls of our adults only section, people would put dishes out in the hallway for pickup by the staff but they would stay there for up to a week without being picked up -coffee was almost impossible to find in the mornings when we like to go to the beach and enjoy some early morning quiet. There was only Mike's coffee bar open at 7:30 and the line ups for the fancy coffees made it inconvenient to stand in line for. -there was no quiet pool. The priviledge pool was the closest thing to it but you could hear the noise and activities from the other nearby pool. -entertainment was not great and was geared towards young kids.

Awesome trip

First off I forgot my purse in the bus that brought us to hotel from the airport. It was delivered back at the hotel within an hour with everything intact. Just awesome :) Flight, hotel, excursions and staff was excellent. We upgraded to privilege and it was worth every penny. I would definitely return to this hotel and would highly recommend it. for people who want the beach experience I would not send them here. But everything else was awesome. I enjoyed the privilege location for dinners the [... read more] most. The only thing that needs to improve would be the showers as the water goes everywhere there is no way of it to stay in the shower area. I also enjoyed the Hamilton airport as a departure and will definitely try to avoid Pearson at all costs.

Will never return

The invitation to this resort was due to a wedding and 62 people flew from all over Canada to witness the celebration. My family was looking forward to a resort that would meet everyone's needs. We paid for a privilege package and this was a joke. We were told there would be carts to take you everywhere. There are carts but my husband who has mobility issues walked and walked with no carts in sight. There are carts but never when you want them or need them and forget about your upgrade tha [... read more]t provided you with no extra services. You would wait in line to get seated at the preferred restaurant for at least 30-40 minutes and then wait another 30 minutes to get your breakfast. We were told there would be lobster everywhere to eat and we never saw lobster at anytime during or stay. Our room was nice but we had no hot water for 4 days. You could never get a hold of your butler or get someone to answer the phone at the front desk. There was no ice machine close and we did not have face cloths 4 out of the 7 days. We did however have a dehumidifier which was a perk. This is not a place to go if you have mobility issues. The pools were nice. My husband and I were unable to swim in the sea due to large rocks in the water at the beach. Food at the other restaurants were okay and the buffet was extremely busy. I did not go hungry. The drinks were awesome but you had to go to the swim up bars to get served. The wedding however was amazing and we had a wonderful time that evening and just being with family and friends. Perhaps my expectations are too high as my husband and I have travelled to Mexico Mayan Rivera many times and we are use to a 4-5 star resort. This was a 3 star and we were very disappointed with the service and the lack of accessibility and still not sure what privilege services actually provided accept we had a room near the beach, we walked to everything and we met a butler 3 times. Once when we first arrived, second as he heard of a complaint regarding the service, and the third time was the day before we left where he asked for me to write a complaint and he picked it up and he was to have arranged for our luggage to be picked up and a cart to take us to the front lobby. Please note I wrote the complaint but we never received a cart for pick up for luggage or a cart and I had to wave down a cart to help us. I had a break from work. I have a tan. I had a great time with friends and family but for the price it did not meet my expectations.

Under staffed and long waits

Not great- but perhaps I’m a snob. Hard to get reservations in restaurants even being privilege. They refuse to accommodate larger parties than 8. Food is just ok and sparse. Often waiting for the buffet to be refilled. Only one bar tender at pool bars making getting a drink a 10 minute affair. Often hassled to become a member of their timeshares. Walls we moldy in rooms- I could go on and on. We had an amazing time because we make the best Of anything. We were there for a wedding with 60+  [... read more]other people who all shared similar experiences.

Great resort

This resort is beautiful and huge! It's accommodations will suit everyone. From kids club, to privilege buildings, there is lots to do. The entertainment is great day and night. There's a bowling alley, club, shisha lounge. Lots of good food varieties and great drink selection for even non privilege. Resort is clean and well maintained rooms are very comfortable and well kept.

Very good family resort

Stunning resort with amazing food. Found the place to be very geared to families with young children. Easy access for buggies and the child daisy pool offered lots for the kiddies. The adult pool was fun and the adult restaurant was excellent. Unfortunately there was no adult section on the beach. The beach was the only downfall. So much seaweed and no turquoise water. Zero accommodations in regard to Covid.

Nice Resort

We stayed at El Beso section, which was centrally located to most everything. The hotel was clean and the staff was very helpful and friendly. The food was very good at the buffet and excellent at the a la cartes. We tried every day to get into the Asian restaurant but had no luck getting a reservation.

Excellent Family Resort

My family attended the ORP in late January and stayed in an Eden Junior suite room. My son and daughter aged 9 and 7 respectively, had a great time at this resort. Room: Eden Juinior Suite - Garden View. The garden view was a nice quiet break from the busy days. The room was well appointed and decorated with comfy beds. No problems with humidity, just keep the patio door closed. Lots of room to hang clothes and put in drawers. Nice double sinks in bathroom and separate shower and toilet stalls [... read more]. Jacuzzi tub takes about 30min to fill. Negative - patio lights turn off around 1030-1100pm and then the WiFi. Can remedied by dragging a lamp out to read a book if needed. Very few mosquitoes at night. The resort has 900+ rooms but never felt too busy or crowded and usually never waited long if at all for a restaurant or lounger. I think the key to not waiting for a restaurant and better service was to show up for the initial opening time. It seems like after that they became more disorganized. Enjoyed the odd shuttle bus to bring us up and down the resort. As a family it wasn't worth it to buy the 'priviledge' perks for higher end booze and restaurant bookings. Our favourite restaurants were the Mexican and Italian. Route 66 was a disappointment with bad service and the steak at the Steak House was some sort of mystery meat in my opinion. Didn't really taste like beef and quite fatty. Might be too spoiled with high grade beef in Canada. The buffet was a great staple restaurant and had a small nightly flair such as Italian or British, etc. but mostly the same things day after day, but a good variety and didn't get sick of anything or sick at all for that matter. The beach unfortunately had some rocks amongst the beach sand that you bumped into when you went into the ocean and were hard to see due to the turbidity in the water as every day was a red flag day and had waves. We managed but it was not ideal and most likely just part of seasonal winds. We brought our own snorkels but never attempted due to this. Walking the beach was easy and you can go pretty far especially to the North. Only had an issue finding a sun lounger one day and just dragged two chairs from the nearest pool without issue. There were several pools and spent most our our time at the pool with the waterslides and the Eden pool. The resort kids activity crew did an excellent job and not too pushy to get kids involved and kind. Prises were often unique snacks and t-shirts. My kids attended the older kids club which had a few gaming systems, a pop machine, board games and Foosball. Very chill and laid back. The younger kids club was more of a daycare with group trips to the ice cream shop etc. The resort has a little strip mall section with stores, a casino, and the ice cream shop and Café. We enjoyed the ice cream shop and Café daily. The entertainment at the theater was quite well done and entertaining except for the poor transitions between acts with the lighting a sound crews, at little amature on their part. The performers themselves were great. The kids really enjoyed the magic show. The entertainment in the plaza pre and post theater shows was kind of lame. Probably the best talent was karaoke night from fellow travelers, lol. The face painting was fun for kids, but show up early if interested, as they give out tickets and only paint about 20-25 kids faces then leave. After checking in to the resort is the classic membership speal over complimentary drinks in the lobby bar and offer for a tour after a breakfast booking. I suggest you just smile and decline their offer and begin your vacation then get wrapped into a salespitch. They understand and never hasseled us again. End thoughts: Had a great time as a family, ate a variety of foods, and enjoyes the beautiful resort especially interacting with the monkeys and coati. We had a good time off resort on an excursion to Tulum ruins and swimming in cenotes and a visit to Playa Del Carmen via cab. Felt comfortable and well taken of.

Nice Resort, but not if you want to relax!

I travelled with my Wife in Feb 2023 to this resort. It was our 2nd time coming here. 1st time was shortly after it opened in 2018 with 2 other couples. This resort had a lot of Pro's The Food at the ala carte's we tried was very good. Japanese, Italian, Route 66 , Steakhouse (was just OK, I ordered the Rib Eye, and it was basically a salty piece of flank steak, with lots of fat) Food at Buffet was good, but they always seemed to be short on staples. Fries, pineapple, Bacon (If you love  [... read more]Bacon, this place is not for you. it was WAY undercooked, and was always empty) Grounds were nice and clean, Rooms were cleaned early, and often. Lots of towels available (No towel cards, bonus) Staff were all AMAZING. Anything you wanted, they would make it happen. We had Privilege service, and Lily was our Butler. she was fantastic 4 large pools that were always clean, with lots of chairs to sit anywhere Few con's It's not a large resort, Beach space is at a Premium, and the spots that are there, are all crammed in. Swimming in Ocean was not great. Lots of seaweed (i know not the resorts fault) and a lot of Rocks/Coral in the ocean in front of this resort NO QUIET PLACES. this was our only real one complaint. As a cpl in their 50's we do enjoy some quiet, relaxing times to read our books, or nap if we wanted. That could almost never happen. There was an Adult only pool, but there was always loud pounding music, or there were inconsiderate people that were playing their own music on Bluetooth speakers. Hey guys, no one wants to hear your crappy music, get earphones!! There was a nice pool on the Privilege side, but that was also full of screaming kids. Not sure why parents don't take their kids to the giant kid pool where they could splash and scream all they want. It was not enough to ruin our vacation, but it was a bit of an annoyance overall.

Nice resort but service left a lot to be desired

Resort is very nice but service and food left a lot to be desired. The best food we had was off of the resort. Housekeeping didn’t even clean the rooms, all they did was make the bed and empty garbage. Bathrooms and the rest of the room weren’t cleaned or wiped down the whole time we were there. They even re-folded dirty wet towels that had been left on the floor to be changed. Wait times for drinks at the bars was long and the caliber of the entertainment was terrible. Definitely would not  [... read more]go back.

Good hotel

This was a third time in this hotel and a lot changed.The rooms need upgrading the air conditioner is working on the same temperature all the time.You cannot control the temperature. We did have somebody coming to fix it but the same problem.We had a one blanket in the room on our arrival during the night we were freezing. The front door lock did not work the same for the balcony door.The internet is not secured by password ,you have to have a VPN. When I did complain about he internet the per [... read more]son at the desk told me it is because of clouds.The hotel is catering to privileged client .The food is excellent the grounds are kept really well.The beach is ok to much weeds and rocks going to the water you need shoes.Still ver y nice resort for the family. I hope they will learn from the complains .Not a 5 star like they advertise.I would give give them 3 till they improve.

Beautiful resort

We had an amazing time. The resort was clean, food was good & staff friendly. The only things I was disappointed with was it took us 2 hours for 11 of us to check in. There was another group that arrived at the same time. I would have thought Sunwing would have advised the hotel & there would have been adequate staff to accommodate but there wasn’t. It was also disappointing to discover we could only reserve from one restaurant (Japanese one) unless we were preferred. Each morning we [... read more] went on the app at 8:00 but that restaurant was booked. Thank goodness we did manage to get in our last day. We did manage to get into a couple others but went early. We discovered our departure flight was delayed by a couple hours but unfortunately was told the bus was picking us us at 6:30 am. It wasn’t til we were waiting in lobby twice that the bus was delayed by an hour each time. I would have thought they would have communicated. If the flight was delayed so would the bus. Would have been nice to sleep longer & able to have a relaxing breakfast.

Exceeds Expectations

Clean cozy rooms, beautiful facilities, restaurants are amazing. Two notes to share, it involves a lot of walking to get from A to B, there is a shuttle but it would be great if there are a couple more. The second note is, the entertainment is on the shy side during the day but still a lot of fun, highly recommend this hotel especially for families with kids.

Perfect weather, great food and service

Overall, given the busy holiday season, we had a lovely escape with only a few hiccups along the way. Our flight was delayed and after the hour and half shuttle from the airport, we did not check in until 7:30 pm on New Year's eve- which was a bit chaotic. Although the rooms were quite spacious our daughters' room was situated in another building, not as close to ours as we had hoped and we wanted to move. Our room was on the fourth floor and had a special rooftop jacuzzi that they tried to co [... read more]nvince was "special", but it was locked and we had no access. Our room also had recently been fumigated --smelled awful- and had a dead cockroach on the floor. There was no hot water either.-when we looked under the sink there was some mold. Our minibar was empty- not even water- Saturday, Sunday and Monday. After 3 requests to change rooms (Karime was a "star" concierge) made it happen late Monday night and that night were moved to be 4 rooms away from our daughters (in El Beso) This room seemed less dated and in better condition with consistent hot water and a full minifridge with many bottles of water! Our daughter's room had a broken thermostat- it was quite cold in there but the balcony was nice. Twice our girls put out "do not disturb" and the maids came in anyways to clean before they could tidy their affairs and they were not happy about that. POOL-The adult only pool where we were at was great- not too loud as the other family areas pools ( it is a big resort- over 900 rooms and 4 or 5 large pool areas!) were very busy and full of activities. Great bar service, towel service and helpful staff were nearby. Our rooms looked out over this area and by 3 pm their swim up bar and activities became quite loud, which was not ideal if you wanted a nap. There were many lounges and no rush to put towels out. Also this area had many umbrellas for shade and a decent bathroom nearby. Some days staff would come by with a toucan or an iguana but you would have to pay to have photos with them. BEACH-We love to walk the beach but there really is not much beach to walk--the photo is misleading as the beach has eroded away considerably to reveal many rocks (several stubbed toes later) and the water was rough and dark and not baby blue at all with rough seaweed, not sand at the bottom in many areas. We did not parasail or use the spa but they were options we were asked each day if we wanted to... The ocean, while we were there, was way too rough for paddle boarding or any other water sports.(red and yellow flags each day) FOOD-We would have our breakfasts at the Blue Moon- Rudy was the BEST server and the breakfasts were always so great!... lunches at the buffet were great too. We were not allowed to book any a la carte as we did not pay for the "privilege" upgrade which meant we had to show up and just hope for an open table or stand in line for a buzzer and continue to wait. This was frustrating as it was a high season and the resort was very full. Some of our favourites aside from the Blue moon- Mikes coffee, great place to have a morning or mid afternoon java, Route 66 had good wings, the Creperie was also a tasty stop. Pezvalas, the west indies restaurant was also a pleasant surprise. Our daughter is vegetarian and there were few a la carte options, however they are very diligent about asking about food allergies and if still hungry she could always find great food at the buffet. SITE- We would also go to the piano bar in the lobby for a beverage or two after dinner or find a seat just outside in the courtyard. There was often live music, a dj dance floor or karaoke the couple of nights we hung out there as there were many seating areas. I believe that one night the theatre was open with a Michael Jackson tribute. FYI- There are many wild animals that have become really comfortable with people beside the 3 local cats: the coati,(sort of a cross between a cat and a raccoon-and the monkeys in particular. These monkeys were being fed by kids (it clearly says do not feed the wild animals) and a mom was bit in the arm by a monkey when we were there. Although they are entertaining, they clearly can be aggressive. There is a pedestrian path along the road where these animals hang out in a sort of "sanctuary" and many golf carts to take you from the beach to the lobby as it would be a long way for some. OFF-SITE-It was 40 $ (there and back) for a taxi to Playa del Carmen and we did leave the resort to check it out and stroll down 5th avenue. Be forewarned, the vendors see your bracelet and sort of bug you as you go which was a bit annoying...but we were happy to see the downtown and some artisans alongside the standard stores (like in the mall back home) We considered a trip snorkelling at Isla Mujeres but had done it once before so declined ( 129$ US per person)

Great Family Vacation

The hotel overall was good. We would not say 5star - we felt they catered to selling Privilege packages and they received the better service - private pools, separate beautiful restaurants, private shuttles, nicer rooms etc. The resort is older and could use an updates. There were not enough shuttles for people. The staff were all great - especially the staff in the bowling area. We had so much fun bowling!

The beach does not look like this.

The resort is very large and sprawling. There are trolleys available if you don’t want to walk. The area where the splash park is, is called ‘Daisy’ and is approximately in the centre of the property. We had a problem with our initial room and had to be moved. The first room was so musty smelling, we could barely breathe and could not stay there. We ended up in Eden, which was closer to the beach and a much nicer location. The beach area was very nice and perfect for long walks. The resta [... read more]urants were very good and you only needed to reserve at the Japanese. All other’s were first come first serve and you put your name on a waiting list. All restaurants had a QR code for their menus, however paper ones were available upon request. They had 2 mixologist station on the property that served amazing drinks.

Pretty Good Resort

We booked a privilege package/room. The food at this resort was amazing, and having dinner at one of the restaurants each night was really nice. Sakura, the teppanyaki restaurant was incredible, and an experience everyone should try to enjoy. Out only issue with food was at the Mexican restaurant, Margherita. I ordered a mango margherita, and it came with a lot of hard plastic shards in it. We told the waiter, and he seemed genuinely shocked. They brought another to her, and again it had lots o [... read more]f large and sharp plastic shards. Once is a mistake, twice is negligence. The drinks were great at the various bars, the piano bars make some really nice ones, and it's also nice to see them create and try new and unique things for drinks at the piano bar. Part of the privilege package included top shelf liquor, but the pool bars, and lobby bar were so busy that the bartenders just used whatever bottle already had the spout attached infront of there quick grab station. This didn't bother me, the bar tenders (and alot of the other staff) were working incredibly hard. It was just an observation I had. If you really wanted the premium alcohol, it seems like you would need to request that each drink. We visited each pool, aside from the Daisy pool, they all were great. The foam party in the Eden pool was a blast. The beach one is nice, but the privilege section of the beach was amazing. We spent alot of time just hanging out in the cabana style lounge couches. My only other major downfall of this resort, and the main reason why I wouldn't go back was the constant hounding by the H10 staff. When we arrived we were told of a breakfast the next morning as an information session. Little did we know this turned into a very aggressive time share sales pitch. It was disgusting to watch late in the trip, a young family being aggressively pressured into a major financial commitment. Knowing that someone with less will power to resist might be forced into something that may negatively hurt them for a long time. We also seen a lot of guests struggle to get dinner reservations who did not get the privilege package. Overall, we did enjoy our time, the plastic in the drink, I really hope that was just a one off incident. But the aggressive sales pitches at every turn just left a really bad taste in my mouth.

Amazing resort!

This hotel exceeded our expectations! The service, food, drinks, the pools and grounds were amazing! We received a free upgrade to our room. I recommend getting the privileged package as you’re treated more like VIP!

Great restort, not so great food

Overall the resort is massive and beautiful, the beach, while a bit rocky is great too. Our room was big, clean and very aesthetically pleasing, especially given the relatively low price. The servers and bartenders are all very polite and helpful. The one problem is the food is not up to standard. The buffet and the restaurants food is very bland or in some cases just cooked poorly, the one exception is the Italian restaurant, it is pretty good. We found ourselves going out for dinner off the re [... read more]sort on 3 of the 7 days. If you don't like your food with salt or steak seared properly than you'll enjoy the resort food.