Please read this if you want an honest review on the hotel itself and Thomson holidays and of course there amazing customer service - or lack of it! I shall start from the beginning .....
The flights. As we were going on a romantic holiday staying at a five star hotel with all the bells and whistles we thought as it is a 12 hour we would upgrade to premium on our flights. Having flied previous with virgin in just economy we thought that flying premium would be fab! Well it wasn't first off when we sat down we realised that for an extra £25 if you were in economy you could upgrade and receive all the move package, the same as you receive in premium. We wasn't to bothered by this at first as we were in an upbeat mood and starting our dream holiday. Having pulling out the duty free guide along came a handful of rubbish and food crumbs. Clearly our seating area wasn't cleaned. Next when I went to watch a movie the tvs didn't work! The whole of the flight was unpleasant with the cabin crew not bothered at all about there passengers and having to ask them for even a drink was a chore in itself. Thomson advertise there premium flights saying you can have as many drinks and snacks as you like, eat off china with real cutlery with a huge choice of movies.....none of this applied.
When we arrived in Mexico we couldn't wait to just get to the hotel and relax. After queuing for two hours to get through immigration And rushing past the hundreds of mexicans who want to "help"take tour bags for you we finally found our coach. We arrived at the hotel and it looked stunning! We were staying in the premium swim up section of the hotel and was greeted by our our very own concierge and we felt very special indeed. We were taken for a quick tour around the hotel grounds and then taken to our very own gazebo to check in and was handed champagne and cold towels. We were shown to our room , but there was no sign of the fruit basket and wine as advertised on Thomson. We didn't really mind as the room LOOKED amazing and when opening the terrace door walking onto our very own private terrace with a swim up pool and hot tub LOOKED wow! However this was all due to change. On our first night we ordered room service as we were so tired from the flight, please be aware the reviews are true and it does take at least an hour an half to receive your food or even a coffee. The drama began on the second day, we were wondering where we could eat that night and having read reviews we thought of booking le chique.I popped in and spoke to the host . This woman was nicknamed the one with the power, as she told me there was a weeks waiting list. I explained we were only there for a week and she shrugged her shoulders and said we can go on the list! Knowing that tipping was very big in Mexico I told her I would appreciate it if she could help and gave her $5 .....we had a call witting the hour saying we were in that night! Ha! Ia small bribe can go far it seemed. The following day was when the family from hell Arrived. A group of Americans had landed for a wedding and didn't everyone know about it. Now as you can probably see from photos the premium swim up rooms are close together but each one is set back slightly so you can't see each other when on the terrace , there is also a long path which runs along the front of all the room in between the terrace and the rooms. You are told that you must not walk along these as if you did you would be walking on guests private area. Which is completely simple and easy to understand. However the family from hell clearly did not take any notice of this. There was around 6 adults and 5 children that were staying in three of the rooms in our block. It began with them running up and down , turning everyone's hot tubs on walking onto everyone's terraces , and this was not just the kids the adults were worse. From the noise to the clear arrogance of them not caring about other guests privacy we all started to complain to our concierge. We were told that someone would be out to speak to them and they kept saying sorry. We all waited for this "someone " to come out and tell them however this never happened.it was turning into more of a water park with kids running everywhere and adults drinking and sscreaming jumping into everyone's hot tubs . This was clearly not what we signed up for , this was not a private swim up room. A couple of us agreed to go for lunch together to get away from the noise. A
Upon our return to our room we walked onto our terrace to find all five kids in our hot tub with the adults sitting I the hottub next door! I told them to get out this is private , to which the parents replied with F off! I had had enough and went again to our concierge team. Again her head went to the side and she said o im sorry . - it was like they were programmed robots. I asked to see a manager and she told me she would contact me. I couldn't understand why these guests were getting away with this and why more to the point they had moved them from being three rooms away to next door to us! Again when we returned to our room again they were in our hot tub! K was beginning to lose the plot and yes I did raise my voice as would anyone who is human. They completely ignored me and carried on drinking and screaming across from one room to another. There drink cans and crisp packets were floating in the pool i was begining to feel we had booked benidom not a five star in Mexico. I went back to the concierge and I said to her to move them to the family block, and she said she can not just move someone but we can move to another room but it wouldn't be a swim up room. Why should we suffer? But she couldn't answer. All she said was well they are from a wedding party and there isn't a lot they can do. When I heard this I couldn't believe it. We decided to go out from the hotel as e couldn't relax and sit around the pool or evenin our private area which we paid for. The next day my girlfriend was sitting on the terrace reading with her legs in the water and I was just across at the pool, to her surprise when she looked up from her book there a man standing there on our terrace with a push chair, and two kids! He said can you move I wanna get passed, so she ignores him but he climbs over her with the push chair anyway. After hearing this I swam over to her and asked if she was ok and she told me she was going inside she had hd enough. With that I was standing in the water and another guy was walking towards our terrace, he walked onto it and had a good look inside our room , where might I add my girlfriend was getting changed out of her swimwear! I then shouted for him to get lost and told him to move this is private he can't just walk where he likes ! He told me I was an -------- and told me to shut the - up! At this my girlfriend was scared and me being a woman myself thought no way did that guy just talk to me like that. I went inside to calm my girlfriend down, as I went back outside he was standing there and threaten to "punch my lights out" this was it I then called security. Would you believe no one showed and still no manager. I sat in the room waiting for four hours for someone to do something , I called over and over again but nothing. Again that night we left the hotel and ate else where as we didn't want to bump into these horrible human beings, a few other couples came with us. On our return we sat on our terrace with another couple having a coffee, which we waited two hours for might I add. And we could not believe what happen next.....from out of no where a RAT appeared and then jumped into our hot tub and then into the pool! I'm serious I am not joking. After we had calmed everyone down thinking seriously what with the neighbours from hell could it get much worse....yes the darling little bugger came back and had brought a friend! We ran inside and called it a night. Obviously the following day I informed the hotel that they had rats and they were in the pools , to no ergency did she get the pools cleaned and the hot tubs drained , six hours later was when they sent someone round to clean and drain the hot tubs.
We were kinda at the point where we just wanted to wanted to leave no one was or seemed wanted to help us no one really cared after all they had our money.we decide to have a jucuzzi bath In the room as the hot tub was out of bounds and as we started to fill it sewage yes I did say sewage began coming out of the taps ! The smell was well I'll leave that to your imagination. We thought well we can't stay in the room or sit outside so sod it let's go to the spa as we hadn't relaxed all week. I told the hotel about the sewage and again the old head to the side "o I'm sorry " came out. On our departure day we could not be happier we were going home out of this he'll hole. We began to pack and we could not believ to discover that our suitcases and our clothes and shoes were covered in mould! And when looking around the room the corners were growing it, this was the straw that broke the camels back! I told them that I'm not leaving my room until I see a manager I wanted to see her now! The manager and I use the term losely finally after asking to see her all week came to our room. She listened to everything that had happened in our stay and told us "o I'm sorry" (robot style) ! She also said that this was to big for the hotel to deal with and we must take it up with Thomson on our return. We asked as for all the trouble we have had, being threaten , having rats , our clothes ruined could we at least have the massages on the hotel she told us yes this will not be a problem. However when we went to check out they told us we have to pay. I refused and said no it's been agreed that the bill has been swiped. I ask to see her once more and was greeted by a very huge gentleman who told me if we do not pay then they will call the police, I had no option, spthe manager then appeared! My girlfriend had had enough and yes she raised her voice at herald she was simply told if you do not leave we will call the police and you will be escorted from hotel! I couldn't believe what I was hearing! One rule for the paying Americans and another for us ay? We left got our transfer and came home.
On our return I did take it up with Thomson and it took me three months to even get a response. They told me that it's a country that has rats so they should expected and they can not be held responsible for other guests actions. After weeks and weeks and emails and phone calls , they finally told me the have sent me a settlement .....a settlement? Well if a £100 voucher to go on holiday is classed as a settlement then I deffinatley had a dream holiday! Thomson are rude there customer service is the worst I have ever come across , they told me that we had experienced most of the facilities we had paid for, and as not many people had complained there wasn't much of a concern. I refused there holiday voucher. And as for the sensatori it may LOOK amazing and LOOK like a five star but if you scratch the surface you will see the it's an over priced , unfriendly place with food that is hardly gourmet with no seafood on the menu all the food tastes the same and as for privacy and and a relaxing holiday ......forget it! O and watch out for the mould and the rats! We will upload photos shortly
Thanks for reading

We've now been to the Sensatori twice, two years on the trott and i would gladly go for a 3rd time.

There are bad reviews out there regarding the beach but in my eyes that is very minor.

Absoluetly love this hotel and everything about it. Its modern, extremely clean and the food is amazing, not so good in spoon (but that is buffet style & in my eyes its there for the fussy yanks)

A simple concept to a modern hotel that works well.

Would easily go back....

I got married at this hotel on the 22nd of January 2012 and the hotel could not do enough for me! there was only four people in my party but they made us feel so special. anything i asked for was no trouble. i have got no complaints there are plenty of restaurants to eat at and no reservations required except la chique.the rooms are cleaned twice a day .we stayed around the adults only pool and bar but the canadians were worst than any children, they were very loud . the grounds were well kept and there was always plenty of staff about. my sister turned up half way through the holiday and the staff were more than accomodating to swap tables round. there was seven weddings in one week but it did not disrupt my hloiday or put a dampner of my wedding at all. comfiest and largest bed i have slept in.

It may sound like a funny title but you'll understand why once you get here and try sleeping for a night. Let me start at the beginning...the grounds are nice and well kept but the buildings and pools are tired to say the least. The pool and kids splash pads are tiled and missing tiles in places, I found a bunch of loose tiles on the ground in the splash pad where my 9 mth old was crawling. There are deep cracks and missing rocks on all the sidewalks that surround the various Buildings. The rooms may look cute on the website pictures however the rooms are VERY tired and the walls are PAPER thin. We had the misfortune of being put in rooms right across from the cleaning supply room, the room is accessed ALL NIGHT by the cleaning staff that push heavy duty metal carts up and down the hallways. This constant noise made it impossible to sleep and impossible to get our baby down for the night. Every time he'd fall asleep, another cart would go by. We heard several other ppl complaining about the same thing.

The food is NOT gourmet but it's better than some of the other all inclusives we've been to. I got food poisoning from the Italian restaurant and was sick in bed for the entire following day. Each restaurant (except le chique) is VERY baby friendly, plenty of high chairs, baby food and toys, and you don't feel bad if your baby makes a noise because all the other kids are making noises as well.

The staff is really good (Antonio at the poolside bar by Zavaz) they were pleasant and helpful. Make sure to tip them, regardless of the fact that this is "factored in" to the bill already. The massages at the spa were wonderful too.

All in all this is a 3 star resort at best, and very family oriented so make sure you are prepared for the kids and lackluster accomodations before you book here.