Was there oct 30th to nov 7th. Platinum suite. Everything was good clean. Personnel was great especially eddy at the concierge was extremelynice. Pedro and Charlie at the platinum bar where phenomenal. Mario that brought us back and forth from and to the lobby was a great person and employee very friendly and pleasant and always a smile. The food was excellent except the steakhouse could not eat the t bone. Walked out of the restaurant. Le fondue fantastic. Entertainment at night 5 stars great shows. My only only problem was that only have one party pool which got full quick no chairs. So u had to go to the other pools that felt like a funeral home. And who has a bingo night on Saturday ? That's a no no. Boring saturday. I would not return because of the lack of activities during the day and after the night show
Took my twins with us, was nothing as expected. Concierge was not helpful, kept sending us to different locations as we stayed in the Villas and my twins were in the Platinum section.
Twins room door malfunctioned and were waiting for an hr to get helped. Food was cold at best, same items everyday! My wife went home early and we tried to give her massage session included in our package to one of my boys, everyone refused! Felt like once they had our money, we were left to figure things out.
Our "personal" concierge was to busy playing on her phone to make us feel she would EVER help us enjoy our vacation. NEVER AGAIN!
Transportation never answered the phone, I thought I would have to pay twice to return! One nightmare after another. Royal Hilton - never worried once!
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2nd visit here so we knew what to expect.
Booked Laguna Villa for the adults only pool area that is a favorite of ours - Ady was great and always kept our glasses full and a water near by. The housekeeping and grounds are really top notch. The food could use a bit of an improvement in certain areas, but as with all resorts they try to have an Asian, Italian, ... Room service was great for breakfast, but not so great for lunch, but I think there is allot of variation.
One thing I noticed is the night club is playing the same music from our visit two years ago. Kind of across the board the music is very dated, and in all beach / pool / night club locations you can hear the poor audio equipment quality. I get the feeling that Mexico (Playa del Carmen / Cancun) and Princess resorts might be ahead of the curve on environment options.
Great value and we would definitely consider returning for a 3rd visit.
Imodium will be your friend if you book here, although being handed a letter from the TUI rep at the airport stating "do not eat any food that is not piping hot or any fresh fruit", this statement doesn't appear to have been passed onto the hotel.
Unless the food was cooked in front of you there was very little evidence of piping, no bulling casseroles or side dishes.
Too much variety, try doing less but to a higher standard.
The TUI rep reinforced this message by saying "don't eat anything outside of the hotel complex" and then tried to sell day trips eating food prepared off site.
I spent 3 days not moving more than 50 metres from the toilet.
Rooms may well have tea and coffee making facilities but try and find the milk and sugar.
5 star it definitely is not, one day my room was not serviced at all, dust in the room that you can write your name in, public areas not cleaned for days on end.
A dangerous electrical outlet that was reported to the concierge on the Monday and when I left on the Friday it still was not attended too.
If I return to Mexico to get the holiday I never had, this hotel will not be where I am staying.
Had the most amazing stay! Staff were friendly and couldn’t do enough to help you! Food was immaculate; highly recommend ‘Mama Mia’ and the Tapenyaki option at ‘Miso’! Chill out was also a lovely option and reasonably priced for the service and quality of food!
Pool areas were relaxed, clean and not crowded at all! Our room was clean and had everything you needed, including lots of space and the mini bar which was restocked daily! The jacuzzi bath was a fab extra and all in all was well worth the small amount to upgrade!
Thank you so much for such a wonderful stay!!