Name: Avoid The Sens Cancun
Item: The Sens Cancun
Rating: 1
Author: NorthStar01315722294

9 - 14 of 8,329 reviews

Analaura L

Reviewed 3 August 2024

Our stay at this hotel was a major disappointment. The hotel advertised a complimentary airport transfer, but I had to pay for a private taxi upon my arrival.
The food was basic, with limited options and a complete lack of healthy choices. Even basic items like sugar-free milk were unavailable. I had to go to the supermarket to get some healthy snacks for me to eat during my stay. When we called to have drinks changed from the mini fridge to non sugar options we received a lot of nos until I had to explain it was a health condition. This is unacceptable for a hotel claiming to cater to diverse dietary needs.
Maintenance issues plagued our stay. Broken lights and a malfunctioning shower required multiple service calls.
There were no dedicated spaces for adults, and the common areas were always packed.
Some staff members were unhelpful and not friendly.
Finally, the treadmill was out of order for the entire duration of our stay. This was a basic amenity that was unavailable to guests.

Date of stay: July 2024

Ask Analaura L about The Sens Cancun

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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear Ana,

Thank you for taking the time to share your comments with fellow travelers. We are sad to know that we did not meet your expectations this time.

We would like to let you know we are very devoted to our guests, and the staff is committed to understanding, helping, and satisfying all your needs. Thank you for letting us know your inconveniences so we can enforce and improve the service, as your comfort and satisfaction are very important to us.

We are sorry for any setbacks you experienced during your stay, and we hope we can have the honor of welcoming you on one of your next visits to Cancun so we can enhance your perception of our hotel.

Cordially,
Eduardo Pérez, The Sens Cancun Director.

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alisad10

Reviewed 13 July 2024

THE ABSOLUTE WORST!

The WORST all- inclusive I've been to. I had to switch rooms twice because of mold and AC issues. The staff lied to me several times about the status of the AC. The 3rd room had an AC that worked better than the first ones, but still the room stunk of MOLD. Our pillows stunk of mold. I was sick everytime I spent time in the room, so I tried to relax outside. But there are NO CHAIRS around the pool, only 2 beds that you can rent but have to line up at 8am to do so. The food was HORRIFIC. I did not feel like I was on vacation until I hot home. I would never recommend this resort to anyone.

Date of stay: June 2024

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Thank alisad10

Dear Guest,

Thank you for sharing your comments regarding your stay at our resort. It is a shame that your time spent with us did not meet all your expectations.

We appreciate your comments, and we are truly sorry we were not able to meet your expectations. Thank you for letting us know about the inconveniences you had so we can enforce the service, as your comfort and satisfaction are really important to us.

We reiterate our apologies for any setbacks you experienced and hope you can give us another opportunity to welcome you again so we can enhance your perception of our hotel.

Cordially,
Eduardo Pérez, The Sens Cancun Director.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Sightseer22596101106

Chicago, Illinois

Reviewed 1 July 2024 via mobile

Disappointing experience at the resort

Our visit to this resort in February 2023 was extremely disappointing. Despite being advertised as an adults-only destination on the Apple Vacations website, this was not the case. When we inquired about the misleading advertisement, the person who claimed to be the manager laughed at us, which was incredibly unprofessional and disrespectful.

Having vacationed in Mexico for the past 15 years, this was by far our worst experience. The resort was overly loud, filled with children, and lacked any sense of relaxation or enjoyment. We would not recommend this resort to anyone looking for a peaceful, adults-only getaway. Avoid this place if you value accurate advertising and a serene vacation environment.

Date of stay: July 2023

Ask Sightseer22596101106 about The Sens Cancun

Thank Sightseer22596101106

Dear Guest,

Thank you for sharing your comments regarding your stay at our resort. We offer our sincere apologies that your time spent with us did not meet all your expectations. All your comments and opinions are considered to improve our service.
We would like to mention that although we have exclusive areas for adults, we are a family resort. This is why you can find guests of all ages in our common areas. We also invite you to visit our official web sites to get more information about our properties.
Regarding the attitude that you mention on the part of the staff, we would like to let you know that our collaborators are trained and committed to helping and satisfying all the needs of our guests. Thank you for letting us know the inconvenience you had to take the necessary actions to improve the service, since your comfort and satisfaction is very important to us.
We are truly sorry that this experience did not meet your expectations, we hope that you can give us another opportunity to welcome you back and improve your perception of our services.

Cordially,
Eduardo Pérez, The Sens Cancun Director.

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kimberly c

Reviewed 1 July 2024

Do not go, I got drugged, that should say it all.

Serious safety incident

I absolutely hate this hotel, my experience was horrible and I would NEVER go back. The food was disgusting and only two restaurants were good. AND on top of that one of the restaurants ended up DRUGGING me and other members of my family, the waiter was so creepy and kept asking us about where we were going what room we were in, etc. The beach and pool were the only part of the hotel that was good. The rooms were okay, the bed wasn't all that soft, and I ended up having to wait now whole hour for towels and a TV remote the first bday because when we checked in and got out room it came with none of these items. The view was okay but nothing you can get somewhere else. The service was bad, only two of the waiters we encountered were nice, but everybody else had some type of attitude and was disrespectful. THEY HAVE NO ROOM SERVICE WHAT SO EVER not for free nor for money EWWWW. Their hours are also sooo bad because we wanted to get ice cream and they closed the ice cream shop @ 6 pm, like what? Also like in other reviews the restaurants are mostly closed most of the time so if you are hungry you better figure it out yourselves cuz they don't care. Anyway never go there, don't even look towards there, for this just stay home because whoever made those restore is looking to ruin Mexico for you.

Date of stay: June 2024

Ask kimberly c about The Sens Cancun

Thank kimberly c

Dear Kimberly,

We are truly sorry you had an unpleasant experience during your vacation. We appreciate you taking the time to share your comments; this helps us to provide better services in the future.

We assure you that the security department is always available to follow the proper process and follow up on these types of situations. We assure you that we have reviewed and forwarded your comments to the appropriate departments.

Finally, If at any time you experience any situation that affects your experience within our facilities, please do not hesitate to contact our customer service team. We are here to help you and take action on any issues that may arise during your stay.

We reiterate once again our sincere apologies for any setbacks you experienced and hope you can give us another opportunity to welcome you again so we can enhance your perception of our hotel.

Cordially,
Eduardo Pérez, The Sens Cancun Director.

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dodgeaaron04

Boston, Massachusetts

Reviewed 26 June 2024

Nice experience , excellent customer service

In general everyone was kind and helpful amazing people and hotel .
Good food and good activities for all the family

Date of stay: June 2024

Review collected in partnership with this hotel

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Thank dodgeaaron04

Dear Guest,

We are glad to hear that your stay motivated you to share your experience about your recent vacation at our hotel.

We are pleased to know that you have enjoyed the atmosphere of our resort, as well as, the attention of our staff, who work to provide you an excellent service and make you feel at home.

It will be a pleasure to receive you again and continue to exceed your expectations.

Cordially,
Eduardo Pérez, The Sens Cancun Director.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC

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