Trip was from 1-17-15 through 1-24-15.
Let me start off with the positive. Very nice resort! The views, rooms, pools were all very nice and well maintained. Just relaxing by the pool or on the beach was why we came to Cancun in the first place and that's what we got. Drinks were very good with very generous amounts of alcohol in them. I never had a watered down drink!
Now for the negatives. CHECK IN- if you've read any other reviews you've heard how horrible check in experiences are. These aren't lies or exaggerations. We had two rooms. One for my wife and I and one for the in-laws. The in-laws are owners and arranged the whole trip. We were flying from different areas and my wife and I arrived first. We arrived at the resort around 1230. We were welcomed with smiles and politeness. Here's where it went south. We had to put a credit card down for incidentals, no problem. We expected it to be around 100 as that's what I was told previously. wrong! 630 dollars! this was a big portion of our spending money for the trip. We asked if we could change the credit card to my in laws once they arrived. We were told it wouldn't be a problem. Also wrong, but I'll get to that later. We were then told check in wasn't until 4 so our room wasn't ready. That's ok or to be expected, so we went to the mall across the street and had lunch. I laws arrived around 2. When they checked in they were told, that we told the resort that we were the owners and that my I laws were not coming. Where they got this from I have no idea! Then since we're the owners we couldn't switch the credit card over. Also, we were given rooms 1355 and 1356. My in laws specifically requested not to be in building 13 (we didn't know this when we arrived first) . They couldn't switch our rooms since my wife and I checked in to those rooms and we're the owners. We spoke to the manager and she was not helpful at all. We were told to contact owner services on Monday since they were closed on the weekends. My in laws then spoke to. Their personal concierge who was the most helpful person we ran into. She got the card situation fixed and called owner services for us (they were open and are never closed). They couldn't resolve the room issue as they we booked for the day. We were told we can come back the next day and change rooms if something became available. We never bothered. We were given a pager for when our rooms were ready and headed to the bar for a snack and a few drinks. Enjoyed ceviche, chips and guac, piña coladas and margaritas. Very fast and friendly service at the bar by the infinity pool. However, our pager didn't go off at 4, 430, 500. The wait staff was nice enough to call the front desk for us, but our room still wasn't ready. Finally my in laws room was ready at 530. Our room still wasnt ready. We checked in 2 hours earlier and our room still wasn't ready. They really need to figure out a better check in system. We were in the lobby around 9pm and there were still people waiting for rooms!
FOOD SERVICE- I won't write a lot here but service anywhere for anything other than just drinks was incredibly slow. 4 waters at the sports bar took 15 minutes! Oh avoid steak night at the main restaurant too. 420 pesos per person, the steak was horrible! Very small, Im talking 4-6oz for the sirloin. super disappointed.
ROOMS- when we finally got to our room we thought it was nice, spacious and clean ( it better be since it took so long right?). Only had 2 real problems. One, the water in the shower took forever to warm up. We had to let it run 10-15 minutes to just get a decent temperature. My in laws didn't have this problem, but we did every single time! Second, The balcony door has a little hook lock on it, but it wasn't installed properly so in order to use the lock you couldn't close the door all the way. It was only a tiny crack, but t enough to let 10 or so Nats in the room overnight. We ended up not locking the balcony and had no further issues with Nats.
Lastly, people reserving chairs at the pools became an issue. This was mentioned in numerous other reviews as well, but boy were they all accurate.
Overall, I enjoyed the room, the pools and the beach very much. Check in was HORRIBLE, service was just disappointing and being lied to about owner services was the last straw.
I would go back if I had the chance but I would certain get a later flight so we didn't wait around all day for a room, avoid the resort restaurants, and not expect much service.