Having seen alot of people rave about the Sensatori brand I decided to take my partner on 2 weeks of "luxury". The brochure made it sound amazing, and the pictures seemed too good to be true. Because it was.
Arriving at the hotel I was immediately disappointed. Having stayed in quite alot of the 5 star hotels in Cancun i knew what i should be expecting, and this was not it. It was a merely average reception. When we were taken to the room I went straight to the internet cafe to try and book another hotel. It was bland, uninspiring and certainly not luxury! How they've managed to make the rooms look so nice in the brochure is beyond me. You could easily find the same room in Tenerife as a 3 star. We'd booked a sea view, but were given pool and what sea there was is blocked by trees.
The grounds look no more impressive than most hotels around Mexico. The next day we called for room service breakfast which arrived promptly and correct. We continued this for our 2 week stay and the promised 30 minute delivery time became slower and slower until we were waiting easily 1hr30 and the order was wrong.
We met our Concierge Ruben who attempted to sell us extras, asked us to write a good review on tripadvisor and then was never available for the rest of our stay, we had many issues during our time but had to rely on other staff to sort them, well Ruben, here is your review - Utterly disgraceful. We had a problem through-out our stay with the toilet not flushing, on the second day we woke up to toilet water all over the floor (luckily clean) when we approached the hotel we were told that if the toilet wasnt fixable they'd let us know how much extra we'd need to pay to move rooms!!!!!!
The hotel is full of Americans which ruins any trip. How you are supposed to relax and enjoy your surroundings with some moron blaring out Metallica whilst he plays Ping pong is beyond me, and no member of staff dared to tell them that their behaviour was out of order. Groups of American lads shouting, swearing and banging around the buildings at 4am.
We attempted to book La Chique, to be told that because we are English we had am 8 day waiting list.... Had i of been American i could of dined with them the same day! After kicking off i was eventually "fitted in".
Every meal you are handed a wine list to purchase extra wine, and don't you dare think that you paid enough to be all inclusive and shouldn't have to pay extra because your level of service from the waiter immediately drops. I cannot count the amount of times i saw a waiter glaring at a couple who asked for a bottle of house wine!
The beach on most days had ten feet of seaweed, making the sea black rather than the picture beautiful blue, and if you would like a bed on the beach you'll need to get up at 5am.
I fell poorly half way through the holiday and had to buy some Ibuprofen, £12 for a small box in the hotel shop!
There were 14 weddings a week, which must of made each couple feel extremely special... i dont think. Especially as the beach was unpleasant to look at, at best.
Cushions on the sunloungers were only available for premium guests, which is ridiculous for a 5 star and there was no free wifi which is unheard of in cheap UK hotels! Spa was horrendously priced, $100 for a Mani & Pedi, and they seemed to be confused as to why they had no takers.

So in conclusion 3 star at best, full of Americans which should put UK off, Staff were only interested if you tipped alot, beach is not like Cancun (which is lovely)

My advice? Book the Riu!

We travelled to hotel sensatori on the 16th may for 7 nights. It was the most amazing 7 nights. I travel alot with work seeing all different hotels and I have to admit the sensatori is the best hotel I have ever stayed in. Everything about the hotel is just outstanding.

Rooms: we have a sea view which looked over the adults pool and the sea. Huge room with a huge bed (which was so comfy). The balcony has a sofa like seating area which is a really nice touch. We had a open plan bathroom with his and hers sinks. Our room was cleaned everyday and was cleaned at a really high standard. The rooms were simple and modern which I really like. All rooms have a jacuzzi which is really nice after a day in the sun. The mini bar was re filled everyday with water, beer, coke and sprite.

Food: The food was incredible, every meal I had really was great. For breakfast we went to the Caribbean which was menu and buffet. My partner ordered fried eggs and I would order the giant croissant, you are also welcomed to have some food from the buffet. The buffet had fruit, yogurt, pancakes, fresh pastries and cereal. The hostess at the caribbean for breakfast and lunch was so sweet, she was always smiling and always going out of her way to get us a table outside. She is an asset to the hotel.
For lunch we mostly went to the caribbean which was beef or chicken burgers. Amazing! There are lots of differerent flavours you can choose, eg Mexican- guacamole and jalapeño cheese, Hawaiian- pineapple and Italian-fresh cheese and pesto. There is also a salad buffet you can help your self to.
Dinner....well dinner was just amazing! The attention to detail was just incredible. We went to Siena (the Italian restaurant) twice. The restaurant really felt like you were in Tuscany. I travel Italy a lot with work and really was amazed. The wine list was really good but I stuck with house red and white which was really nice. The waiter serves fresh bread with olive oil and balsamic vinegar which is a really nice touch. I had the bruschetta and beef skewers. The beef was so nice!
We had dinner in the caribbean twice also and again nothing to fault. If you're a fan of sea food go there!
The Mexican was lovely we had chicken and beef sizzler. Again amazing but was quite dark outside which means you cant really see what you're eating! Service again was fab.

Pools: the pools were great, every 15-20mins the pool waiters come over to see what you would like to drink. I was a huge fan of champagne and strawberry margaritas.

All in all please go here, it was an amazing holiday and I am going back next year for two weeks.
Thank you hotel sensatori for an amazing stay.

Let me start by saying I researched my vacation a lot before booking here and was looking so forward to the this trip based on reviews I read.
Unfortunately the place didn't live up to the reviews we read on here (not even close!!!)
Here is our summary:

Property itself: Beautiful place- loved the grounds. Never felt full and the staff take great care of the property. With this said it appears older (I;d guess 10 yrs not 3yrs like it is).

Staff: Most were very friendly especially the wait staff in restaurants, by the pool and entertainment. They really try hard and always paid special attention to our 1 year old soon. Management is the problem here. if you have an issue they always blame YOU. Not what I expect for a high end place.

Entertainment: Very good- not the best I've seen but lots to do all the time-especially for kids. My son loved the puppet show and pinata.

Check in & rooms: We arrived at night and despite a request through the travel agent and my email in advance they gave away our room and told us we arrived at night and there was nothing they could do tonight. We were then taken to a room and the card didn't work & so they knocked once, opened the door, let us in & i had to tell them it was occupied(thankfully the people were not in the room as i pushed in the stroller!). Then they took us to a so called upgrade which only had a queen bed and we have a 1 yr old who often sleeps in bed with us so it not useful to us. They also didn't bring the crib i ordered in advance for 2 hours (and it was night). I tried not to let it bug me as things could be worse and it was the start of vacation and I'm easy going.
The next day we were told we could move at 3pm. They called me in the AM and said 2pm so I was happy. Long story short, at 430pm after several calls i had to tell them to move us now as my day was being wasted. we go to reception as we are told when the bellboy moves us and the room is still not ready and managment lies, tells me it is ready and they will walk me there to show me so I make them do it and sure enough its still being cleaned! then they lie and say a shower leaked so they had to clean more. After this time the only real problem with the room we had is that it was growing lots of mold (by week end it was visible on the ceiling) and we saw staff painting over mold in other rooms.
Since it was a ground floor room it was also very musty -sheets felt damp, mold growing on couch, chairs, ottoman. for this alone i would not go back as its a health concern. Beds were comfy, rooms spacious and lots of closet space otherwise.

Room Service- fantastic -although sometimes slower than they tell you. They always brought milk (1L) for my son which was a great touch!

Maids- wonderful- room was always well kept. lots of towels. fridges well stocked. they always gave extra if you asked and we tipped well too.

Food & Drinks- I would not rate it gourmet but many foods we ate were fantastic and drinks were nice and strong and larger cups (not tiny ones you often get at all inclusive). Lots for my 1 year old to eat too (they have gerber foods for younger babies too if you need). Tapaz was our family favourite. BUT I have to tell you both my husband and I got food poisoning (and are sure it came from Spoon as my hubby got sick once we were back home and in the timeframe we only ate at Spoon before leaving). This was the worst we've ever been sick.It was 100% food poisoning for those who may not believe me- I'm talking coming out both ends rapidly. We went from feeling fine to really sick in seconds. We travel often and this has never happened. Thankfully we didn`t get sick on the plane. My 1 year old was also so sick that I had to call the doctor onsite(who was amazing) as he wouldn`t stop vomiting (so scary). My son didn't have food poisoning but something else (still we are not sure what). We thought it was our families bad luck but EVERY family we talked to from Toronto and Edmonton was also very sick and some British families too. The resort was telling everyone only they were sick. Given the # of great reviews on here i am not sure if they hired someone new that is not adhering to proper food handling and if there was a virus spreading as well (as many people were sick like our son) but it was just a deal breaker for us. After all we spent extra to try to avoid getting sick. This is something I expect from a 3 star not a "gourmet" all inclusive.

Doctor onsite- like I said above. Excellent, very knowledgeable, came to our room as my son was so sick and delivered meds we ordered. Note: You have to pay in cash despite what reception tells you and even with travel insurance set up and linked to the hotel you need to pay then get a refund. the hotel told us it would be $840 USD just to see the doctor (and after confirming 3 times USD that was the price i called him- as we had to-but it was nowhere near this cost so they should get the facts straight!).

Overall half of our vacation was lovely. We have many great family memories and we met some wonderful people but the other half was spent with me sick, then our son sick and with us observing growing mold followed by my hubby getting sick when we got home. There are so many nice high end places out there and this is not one of them. Don`t be fooled and take a chance. We would never go back and neither will the families we met who will also be posting their reviews soon (they told us).
I really hope the hotel takes this review seriously and makes some changes ASAP.

Stayed at this beautiful hotel 12th April 2012 for 2 weeks as a group of 15. Myself and my now husband decided upon this location as the perfect destination to get married and thats exactly what it was.......PERFECT! The wedding day was everything we could have hoped for and more from the location to our wedding meal, staff can't do enough for you.
Every restaurant was fantastic, plenty of choice and lovely food, le chique is definately worth a try, not to everyones taste but an amazing experience. Beach was beautiful, seaweed was not a problem, its natural and staff work tirelessly clearing it every day.
Would have no hesitation booking this hotel again!