I went to this hotel expecting it to be good because I've been to hotels before which have had bad reviews and they are generally unfounded. I'm not fussy I'm laid back and I believe an experience is what you make it. The majority of the bad reviews on here seem to be from Americans and Canadians etc which is probably because they're used to the big Las Vegas style hotels you can find in Cancun. I would say this hotel was much more like the sort of accommodation you would find in Greece and Spain only slightly better actually. Don't go expecting 5 star luxury because this isn't the place. It is however in a lovely setting, it's clean and the staff and service are excellent.
I speak a little bit of Spanish and from what I can tell most brits/americans don't make the effort to try and speak it but a little goes a long way and the staff really appreciated the effort. We made firm friends with quite a few of the staff and got to know virtually everyone by name and to have a conversation with, right from the bar staff and waiters to the kitchen staff and security guards. The hotel was pretty quiet but that's understandable as Mexico has had a tough year but from what I hear it's usually much busier. Miguel and Eusebio the bar tenders are absolute stars, ask Miguel to play dominos and you'll have a friend for life! He's got a pretty wicked sense of humor as well, My friend and I are gonna miss his laugh...it's so funny. Emir and Kevin the entertainment staff always looked after us and made sure we got the VIP treatment every night in the hotel zone. I wouldn't bother booking bar crawls through your rep as they're almost twice the price of what Kevin and Emir can get you and you'll be going to the same places. If there's a few of you going you can get a couple of vodka bottles on the table. One night there was 9 of us from the hotel went out and apparently we got through 8 bottles of Smirnoff!! good night!
Felipe in the restaurant is a star, very polite and attentive and speaks excellent english, well they all do really! The food is basic but it's nice. They'll always have a variation of chicken, fish and beef, rice, pasta, potatoes etc. and for breakfast it's things like egg, sausage, fresh fruit, yoghurt and they'll make fresh omelette. The only thing i wish they had was chips (fries not crisps) and bacon, but i can do without that for two weeks! The burgers from the snack menu are yummy! Try the habanero chilli sauce if you dare, it'll sort the boys out from the men.
We did have a problem while we were there, our room got broken into and our safety deposit key was taken and all our cash taken. I'm 99% certain it was another guest at the hotel though and not the hotel staff due to the circumstances in which it happened. The reception staff were extremely helpful as they were throughout the whole holiday as I know quite a few people have said they aren't. They helped us fill in the forms for our insurance and helped us translate for our police report, i couldn't have asked them to do anything more. It's just one of those things that once it's done it's done and you can't let it spoil your holiday.
The air conditioning in the room worked wonderfully. The rooms were cleaned daily. The showers were always hot....a little too hot at times, it took a bit of jiggling to get the temperature right.
That's really all I have to say. If you want five star luxury which is the same wherever you go and alot of nameless faces, go stay in a riu or hilton or some other chain. If you want a laid back holiday where you can really get to know everyone both staff and guests then this is the place to go.
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