Let me start off by saying that my husband and I travel quite a bit – at least once a year. We have been on many cruises and have visited many all-inclusive resorts around the Caribbean. After booking our trip (one week here from Feb. 4th to Feb. 11, 2012) we started reading reviews of this resort and I must say we were getting quite worried (more him than me). However, after arriving at the resort and spending the week there, we’d like to know what alternate/bizzaro universe the nay-sayer reviewers were in? They certainly weren’t in the resort we were at.

HOTEL: The hotel is really beautiful. It’s very large and yes, you have to walk (or take the little shuttle) everywhere but, hey – get off your butts and get some exercise! If you have trouble getting around, this probably isn’t the resort for you. There are 10 restaurants and 11 bars and many pools and the beach area. All are basically spotless and there is always someone cleaning or sweeping something. The wildlife was amazing! We saw a deer (who almost knocked us over while crossing the road leading to the beach), coati mundi, agouti (you’ll have to look this one up but my best description is a groundhog-dog), spider monkeys (who we watched go thru the trees by the pool one day), iguana, and many other lizards. The birds were also amazing – pelican, heron (great white and great blue), little yellow birds, oriole, black birds with a blue back, and many many others.

ROOM: We were in room 22209 (Bldg 22, 2nd floor, room 09) and had the grand romance package which included a Junior Suite with king bed. From our balcony, which overlooked the putting green, we had an amazing view of the Caribbean Sea and Cozumel. The room was always immaculate and we didn’t have a problem with anything. Our fridge was always stocked with beer, soda and water. There is a wash towel (it’s used as decoration in the bathroom on the freebies) but I brought my own after reading earlier reviews. And the maid put little towel animals on our bed every day! (also where you’ll find wash towels). Every building has a Concierge. He’s there to oversee the housekeeping staff and attend to your needs (which I’ll get into shortly). Ours was Francisco and he was fantastic.

STAFF: After reading about the surly, miserable staff it was certainly a pleasure to find that each and every day you would pass or see a staff member - from the person sweeping up or raking leaves, to the security personnel, to the bar staff and wait staff and front desk personnel – and they would smile and wave and say “HOLA” or good morning, or good evening. Every day – every time. We did not see or experience one unhappy person. The entire staff was amazing and everyone would go out of their way to get you or bring you what you asked for. Our favorites (in no particular order) were Ruth Carillo – general manager, Sarai – wait staff at the Lobby bar, Antonio and Juan – bartenders at the Swing Bar (they move them around every 15 days so look for these guys – they are so much fun!), Francisco – our building concierge (we booked all of our restaurant reservations with him and had no problems. You don’t need to go to guest services – see your Concierge!), and all the rest of the staff we met but can’t remember your names! Bottom line is that you get treated on how you treat people.

FOOD: Like I said, there are 10 restaurants – we choose only two so I cannot comment on the others. Sonora Steak House – the meal was fabulous and you get your choice of several types of steaks. We chose the Rib Eye and it was very good. They have a salad bar and a dessert bar and your choice of side dishes. The ambiance is very nice as well. Pescator Seafood (at night the Beach Club becomes the seafood restaurant) – We went here twice - once for dinner and once for our Grand Romance dinner. If you do not like seafood, this isn’t the place for you. The choices were many and varied – I had a shrimp cerviche which was fabulous and my husband had a shrimp cocktail which wasn’t bad (smaller shrimp in a tangy tomato sauce). For entrée, he had surf and turf (beef bourguignon and grilled shrimp) and I had lobster (spiny not New England) – which costs a little more but came with grilled shrimp and was fabulous. The desserts were also very good. The atmosphere is nice – it’s an open air restaurant overlooking the Caribbean Sea. We went several times to the Grand Buffet and it was always very good. They have theme nights so the food is varied and you can always find something you like. They have a carving station with different meats every night. The wait staff is great and they’ll get you whatever you need. For breakfast we either choose the Beach Club buffet overlooking the sea or the Grand Buffet. As with dinner and lunch the choices are varied and food is plentiful. Several days for lunch we went to the Snack Bar above the swim up bar (which is under a waterfall). Again, food is plentiful and varied and here you can get pizza or a hamburger (you have to ask the chefs behind the counter for the hamburgers – they don’t put them out but make them for you).

ENTERTAINMENT: The entertainment staff works very hard, long hours. They have activities going on all through the day and then they perform the shows in the theater at night. We didn’t participate in the activities but noticed that those who did were enjoying themselves. They have some contests during the day and if you are the winner you get a special hotel tee-shirt at the evening’s performance. The entertainment wasn’t bad (hey, it’s not Las Vegas) and it was entertaining. They had a disco (which we didn’t go to) so if you want to party until the wee hours – you can. There are also children’s activities during the day to keep them busy.

SPA – Our package included a 30 minute couple’s massage. We took advantage of this and were so relaxed and rejuvenated afterwards; we booked another hour massage for us both for the day before we left. I highly recommend this to anyone. If it’s not included in your package – book it anyway. The prices are really not that bad and it’s worth it to completely relax. The spa is beautiful and peaceful and VERY clean. We went a half hour early and used the Jacuzzi prior to our massages. They also have a steam room and a sauna for those so inclined. Can’t say enough about our two masseuses…..they were great! (although I didn’t catch their names).

OVERALL – The resort was way beyond what we were expecting. We were very happy here and would go back again. I will recommend this resort to anyone that asks me for a recommendation on where to stay in the Riviera Maya. We had a very relaxing, fun, and enjoyable time there and I’d go back again (hopefully longer next time). While the resort is all-inclusive some people tend to think they should not tip. WRONG. I’m not saying you won’t get treated well if you don’t tip but a dollar or two doesn’t hurt. We always get to know and talk to the staff to ask inside questions. The bartenders only make approximately $125 every 15 days. Tips on top of that. The maids and other staff make less. That is NOT a lot of money any way you look at it. We tipped our maid well the first day and left a little bit every other day or so – then tipped her well at the end of our stay. Our fridge was NEVER empty. She brought us beer every day. The room was immaculate every day. We tipped our bartenders well the first day and gave them a little more during the week and again, gave them some at the end. They were VERY appreciative. Same with the barmaids at the Lobby Bar. If you want to be treated well – you have to treat them well (and I’m not talking about money). All in all – the resort was “Excellente!!”.