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Hotel overview
Location
Riviera Maya - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
Hotel requires a debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - Spring breakers are not allowed. Minimum check-in age is 21.
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.
Ratings & reviews
TripAdvisor traveler rating
26246 reviews
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Feb 22, 2025Wedding Bliss!
We had an amazing time at our wedding! Jose Estrada was beyond amazing at helping me coordinate travel for my 50+ guests to the wedding! He was at the hotel and part of Seek and Go. Thank you all so much. The wedding team was also great and wonderful.
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Feb 22, 2025Living in a jungle
We visited the resort in the last 2 weeks of January 2025 as a family with our 20 year old son. We had adults only select club bracelets and 2 rooms in that area. Arrival was in the dead of night and there was noone else checking in at the same time. Check in was fast, friendly and efficient as was checking out at 7 am. The rooms were spacious, clean with enough storage room, a safe, fridge, umbrellas ( much needed unfortunately) and a miniature balcony facing the jungle. There was also a large watercontainer which was automatically changed when empty. We found this really handy. The rooms were always cleaned, the fridge replenished, new fresh towels provided. The showerhead was fixed to the wall high up and the waterpressure was good. Once in the 2 weeks there was a short 1 hour cut of hot water in our building block. Birds, monkeys and coaties all visited our balcony even though we were on the top floor so one couldn‘t leave anything outside. Didn‘t bother us, the animals were great to watch. Select club has a separate swimming pool where the monkeys visit daily, also a restaurant for breakfast and lunch as well as a reception desk in a building with a Nespresso coffee machine, sandwiches, biscuits, bottles of liquor and sparkling wine. If one arrived or left during normal daytime hours check in and out is a lot easier there. Personnel was friendly and helpful at all times. On the far side of the beach there is another select club building with its own bar, a pool table and a similar array of food on offer. Also a beach towel changing spot. The resort is large with lots to see and always places to go to which are not overcrowded. I was surprised to find that there never seemed to be too many people around for a huge resort like this. Ordinarily I don‘t like to book with 1000 rooms and was a bit apprehensive but needlessly so. At the pools there were always free lilos, even for bigger groups. The adult’s pool was busy but not too loud and deep enough to actually swim in. The main pool was lively in a positive way, there was always something going on to enjoy. On top of those there is a huge slidepark for kids from 2 years to young adults. Alcohol is off limits there. The beach itself is lovely up to the water‘s edge. In the water the sand has gone and rough stone coral is left which leaves it very uneven with changes in depth and quite a lot of surf so it is not easy to try to swim even with watershoes. Up the beach to the left one can find a spot to go into though. Drinkwise it was a disappointment for us as all cocktails contained a premade base which tasted horrific, artificial, like plastic or preservatives. We aren‘t really too picky on this usually but none of us could drink them. Coke, other soft drinks and even sparkling water tasted salty as if seawater was added. I came to understand that this was usual on the American market, very alien to europeans. Gin and tonic came without any additives and adding pure spirits to coffee were really the options. At the pool they also made smoothies which were good. The beer is ‚Sol‘ which is probably the worst I‘ve ever tasted. As a teadrinker I was lost. The only black tea available was a lipton teabag at the lobby bar. The cups were tiny and the teawater cold. It also came from a thermos which had had coffee in it before so the taste was ˋtoffee‘. I ended up taking the teabags from the lobby bar and using the water from the Nespresso machine in the select club to make tea. A bit of a walk but I didn‘t mind. The food in the restaurants was really good, always worth going to the main buffet even at lunch. A lot of prawns, mussels, fish and good meats, fresh salads, ice cream and quite a lot of changes daily. Sushi to order custom made at lunch, have never seen that before. Breakfast was the only meal we didn‘t really like, not much there and nothing out of the ordinary. Luckily I‘m not one for breakfast anyway. We tried all the specialty restaurants as well. The booking system stinks. You can only do it on the same day and so you should put it in the app around midnight. At that time one could get any restaurant without any trouble though. It‘s easiest just to stay up having a few drinks until you can book. We really liked the asian show cooking, the mediterranean and the brazilian but the main buffet was also good every time. On the grounds there are mayan ruins, cenotes, river swimming and street vendors on lots of evenings, shows on a 7 day rotation which were all good and recomendable. Americans and Canadians are really polite in the theater area, noone barges in front of you or pushes around, a lot of consideration was also always shown to the kids around. Made the evenings great. The staff is super everywhere. They all go out of their way for you. Especially Beatriz looked after us as if we were royalty. Wifi is the best I‘ve had in any resort before. There are all sorts of animals everywhere and they come close without being touching distance. The monkeys being spider monkeys are not aggressive or harassing, instead lovely to watch in their elegant movements and always good for a laugh when knicking food. Unfortunately we had a lot of bad luck with the weather. It rained on 6 consecutive days of which 2 were solid rain and due to that pretty cold. The straw roofs don’t hold and the seats and cushions were all soaked. Refuge could be found in the select club beach hut with a bar and a pool table. All in all we had a nice holiday and don’t regret booking there but I wouldn’t go back due to the weather, cocktails and beach.
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Feb 20, 2025Feb 2025 review 4 adults 3 teenagers 2 rooms
I was concerned after booking this resort and then reading reviews. I had very little to worry about after staying 11 days Room 1903 perfectly central to everything and a bonus of the Rio Jade Cenote right out our balcony with lots of fish and turtles. Pros: clean but dated room, friendly staff, (speaking Spanish would have been as asset) maid service every day, comfortable beds, fridge restocked every two days, 5 gallon personal water cooler in rooms, plenty of hot water, quiet perfect air conditioning, lots of plugins, free Wi-Fi in 90% of the resort, 3 buffet restaurants, plenty of selection of foods, especially for kids, maps everywhere of the grounds, lots of walking trails, someone always cleaning the grounds, lots of supplies at the market store, JJ and Matthew had a great animation team, fun pool, activities every day, small animals and monkeys walking freely for everyone’s enjoyment, good selection of beverages Cons. Little beach access to the water, there is a small area by the sea do rentals you can go in but you still need water shoes, trail paths are uneven you need to wear shoes, pools are murky but leaves are falling and they try to keep up cleaning them out, massage vendors are very aggressive in their sales pitch, the water slide and kids pool seems to be closed on Tuesdays but with no explanations, booking in the al la cartes is terrible , our room did have a smell in the bathroom but the more we ran the shower it cleared up, We were told by our travel agent we could have access to the sister hotel Sandos Playa Car asked the concierge every day, no they are at full capacity so no access, however once we asked at guest services they agreed to give us the $25 per person access fee to playa car if we went through their 90 minute -presentation to get us to sign up for their time shares, Beware of Guest Services All in all a solid 3.5 /5 The resort needs some work to be done but still an enjoyable vacation.
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Feb 20, 2025
Wonderful Family Holiday!
This place is beautiful! I am currently writing this review while sitting at the pool. I will preface by saying don't be swayed by the negative reviews here... Check-in was very smooth and quick. Somebody whisked us to our room and hauled our bags up for us. We stayed in a family room with the bunk beds. The room was spacious, clean, and comfortable. We were greeted with sme desserts and a sweet welcome note because my wife was asking about churros. Blankets were thin, but they brought another one up at our request. The cleaners came daily and did a good job. The only negative from that is that we had to go to front desk to request a fridge refill because they weren't doing it daily. Other amenities were brought up at our request through the app. The food was really good. We've eaten at a number of restaurants during our stay - Las Mascaras is our favorite for breakfast. Quiet atmosphere and very fresh food. La Laguna - The international buffet is a bit overwhelming with all the choices. Everything here was good and fresh. El Templo - Awesome show with your meal and the food was delicious. Highlights were the tempura ice cream! Fogo - A close second for quality of food. Lots of seafood and it's cooked so beautifully. The meats were good, but I couldn't try them all because I was so full. Los Lirios - This was our only disappointing meal. The beef tartare was brilliant, but my steak was very disappointing. It was not cooked properly, nor was my wife's. My son ordered mac and Cheese and they came back after our steaks had arrived to tell us they didn't have any. This is the only place I wouldn't recommend going to. Snack bar by the pool - Burgers and hot dogs. My boys crushed so many burgers this week. They were made to order and decent. Pools - We spent most of our time at the main pool but did go to La Tortuga once for a change of scenery. Pools were great, we never had to fight for a chair or spot to sit. The bartenders were great all week. I don't drink alcohol but my wife enjoyed a lot of the mixed drinks (Mango Daiquiris in particular!). My wife would vehemently disagree with folks saying they "water down" their drinks. She was feeling good after a few. The animation staff were great, but even better was seeing how great they were with the kids! They got my boys up and dancing which is not really their vibe. The Beach - The beach itself is beautiful with really nice sand. The ocean itself is tough to get into due to the rocky entrance. I was very nervous getting in, but once I did, my wife and I found some beautiful spots to snorkel. You need water shoes for sure though, as my wife got poked by sea urchins. Other things about my trip - the workers are all amazing. They are working very hard, so be patient. It toon a bit to get amenities brought up, but they did get there. They are friendly and working to ensure you have a great holiday. The night shows were awesome, particularly the MJ show and Sacred Cenote. We also swam in the main cenote which was a highlight for our week. The app that they encourage you to use is very efficient. We used it to order up blankets and toothbrushes. We also used it for reservations which yes, are a pain to reserve. It's true that you need to be ready at midnight to reserve or else you probably won't get a reservation. It might be better if they opened up reservations at 9 AM or something. I did set my alarm two times to make sure I got in. Not a big deal. Finally, the nature setting and all of the wildlife make this place worth it to come. We would come back here in a heartbeat, and appreciate this place making our holiday so special and unforgettable!
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Feb 20, 2025
Loved it!
We stayed at this resort for 12 nights and we had a great time! The kids loved seeing all the wildlife and so did we. Our favorite activities were the "magic towns" on Friday nights, the Cenote show and the Pirate Circus show. We are already thinking about going back next year. - family of 4 Canadians (children ages 9,7)