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General policies & fine print
Check-in Policy - Deposits or credit/debit card hold authorizations are not requested at check-in. "Minimum age of 18 is required for check-in, an ID/Passport will be requested upon arrival.
Convention Policy : Groups traveling together can book this property for their stay taking advantage of group benefits such as 6th or 11th complimentary guest, Group dinner reservation, One complimentary cocktail hour with a selection of appetizers, One complimentary massage for the group leader, Complimentary room upgrades to the next category, Fruit plate and bottle of wine for the VIP, Private check-in when arriving together, Welcome sign. Applicable with Wedding Collections and Social Packages. Consult terms & conditions.
Hotel Spring Break Policy - Student Groups/Spring Breakers (either groups or individuals, regardless of age) are not allowed at any time during the year. Guests disturbing or generating complaints from other guests or hotel may be removed from the property, at their own expense. Parties in rooms are not permitted.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
- Early Departure Penalty: 1 Night Applies: Sunday - Saturday 04Jul24 - 23Dec26
- Early Departure Penalty: 2 Nights Applies: Sunday - Saturday 24Dec25 - 30Apr26
Ratings & reviews
TripAdvisor traveler rating
4263 reviews
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Feb 19, 2025nice place to stay for vacation
There are not enough shaded areas on the beach and near the pools. The umbrellas are transparent and do not protect from the sun, and there are no awnings on the beach, and the crowns of the palm trees do not provide enough shade.
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Feb 18, 2025
Clean oasis
I was impressed with the cleanliness of the entire resort from the buffet from the pools down to the beach
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Feb 17, 2025Spend your money elsewhere.
To start, I have been to MANY all inclusives in the Caribbean over the past 2 decades. I have also been to other RIU hotels. This place is awful. The hotel itself is clean and “nice”. However, that’s where it ends. From the minute we got there, the front desk staff was horrendous and unwelcoming. The COW (I call her a cow because honestly, there’s no other way to describe her) was rude and nonchalant. She kept repeating herself as if I didn’t understand her when she didn’t like my answer. There is an “environmental tax” to be paid on check in. What they don’t tell you is it needs to be in Mexican pesos. So if you didn’t bring any, you gotta go exchange money to do it. At a ridiculous rate of course. Gym - tiny. And half the machines don’t work. Don’t even think about getting a workout in unless you’re going at noon while everyone is enjoying the sun. The service by the pool is basically NONEXISTENT. soooo count on getting your own drinks. Bc the pool servers come by maybe once an hour if that and end up forgetting your order bc they’re so overwhelmed and understaffed. A la carte restaurants are crap and overly salty. Don’t waste your time lining up. The buffet was great and the workers in there were fabulous. Room service - hit and miss. Good luck getting face or hand towels past the first day, they were never replenished. Neither was the shower gel unless you called and then waited a few hours. The included “room service” is an embarrassing menu with 5 items on it. Despite all of this, the thing that pissed me off the most was the lack of desire to help from ANY staff members. The room is stocked with 3 water bottles. I needed more as we brought a baby with us and needed T o prepare formula, etc. I called front desk for water… they said call mini bar, I called mini bar they said call room service. I called room service they said to call front desk…. I’m sure you can see where this is going …. I had to march down to the front desk to get WATER. How pathetic. Then I saw one of the guys restocking the mini bar, I asked for more water….the guy was handing me one at a time like I’m asking him for his first born, it’s frickin water. Why is it so difficult to get water bottles to make food for a baby? All the staff members here speak English well. Except for when you need something and they don’t want to get it for you, then all of a sudden they don’t understand anything you say. This happened several times. NEVER will I return to this hotel. Which is unfortunate because it had great potential Never will I recommend this hotel.
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Feb 17, 2025Adult get away.
I was there a week with family and friends and this is our 2nd time there. We went when they first opened and for a week in February. I would recommend this resort if you did not care about eating at la cartes. Big resort but does not feel like it. Hotel grounds were spotless, rooms were very clean and fridge was always stocked with water, beer and soft drinks. Staff were friendly and very helpful and always cleaning and looking after the grounds. They have a tractor that cleans the beach every morning for the see weed and done before 6:30am. You can walk the beach for miles. There are no umbrellas by the beach but the palm trees are your shade. Lots and lots of chairs by the beach so no worries about saving a spot. Pools- there are to be 2 adult only pools but only 1 has no kids in it. No signs anywhere to tell parents that the other one is an adult only and no one monitors it. Pool chairs- we had no problems getting a chair but be there before 9:30am. Any later and you are sitting at the beach. Pool bathrooms- the staff are always cleaning, but a lack of bathrooms. There is always a lineup. Ameiline ( I think is how you spell her name) was always there cleaning. Please tip your cleaners that are cleaning the bathrooms!!! Swim ups- they have a few facing the ocean and the rest are on the side of the building. Resturants- Buffett is good, lots of choices and nice that you can sit outside if you want. Pepes is by the adult swim up and serves a buffet lunch, hot dogs, hamburgers and tacos. A la carts- We went to Italian and I would not recommend. Food was cold and no taste, we sent our back out of 4 of us. Mexican was the same thing. Out of 11 of us, only 1 person liked there food. Bland and cold. Steak- I did not eat there but friends did and had the lobster tail which they said was good but very small portion. Coffee and dessert bar in the lounge- Amazing desserts and very friendly staff Lounge bar- Staff were great, lots of seats and they had a piano player a few days a week which was fantastic!
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Feb 16, 2025
so nice!
the only issue was with the transfer from the airport. After waiting over an hour, they wanted us to get into a van that was already full. There were 6 of us going to Costa Mujeres, and wanted us to get into a 12 person van with only 4 seats available. We protested, as this van did not even have room for luggage. With the way the traffic is, this is totally not safe. When we protested, they did get us another van, but only after we had to point out that there was totally no room. We did purchase a private transfer from the resort back to the airport. Still, this resort is very nice, has the nicest people working there and everything is so clean!