Returning from vacation, we found ourselves unusually reflective in composing this review.
The resort itself is undeniably beautiful and lives up to its luxury positioning. From the seamless hotel arranged transportation to the moment we arrived at our room, the service was polished and attentive. (For context, we flew into Cancun to take advantage of non-stop flights- the transfer to the resort is approximately 1–1.5 hours depending on traffic.) Our accommodations in Building 5 were exceptional—spotless, well-appointed, and offering a stunning view. My husband noted it was his favorite room across all our travels. Cart transportation is available from all the buildings. We found the ocean-side walk is quite pleasant and short also. For those seeking a quieter stay, we recommend requesting a building further from the main areas, as we did. Despite the presence of seasonal seaweed, the staff worked diligently each day to maintain the beach and preserve the guest experience.
Service during the first part of our stay was excellent. Taina at Arbolea provided thoughtful breakfast recommendations, and our server at Autor (whose name we unfortunately did not catch) guided us to outstanding menu selections. Daniel and Vanessa, our pool cabana concierges, went above and beyond to make my birthday celebration special and ensure we enjoyed our days at the pool. We also appreciated the attentive pool food & drink service from Sebastian and Jorge, the detailed room care and birthday decorations from Eisi, and the service from Gustavo at Maratea.
We were pleased to discover that the resort now offers daily activities - which many prior reviews said were not available. While not initially communicated, they can be accessed via the QR code on the bracelet. We particularly enjoyed the cultural experiences, including a workshop where we created a traditional Mexican doll to take home.
We also visited the spa, which we would recommend. The treatments themselves were excellent. However, there was a scheduling mix-up that resulted in my husband and me being placed at different times. Additionally, my husband's hydrotherapy experience was fully guided step-by-step, whereas mine lacked the same level of instruction, which created some inconsistency.
Toward the latter part of our seven-day stay, the level of service declined. Basic in-room items such as coffee cups and drinkware were not consistently replenished in-room, requiring follow-up requests. On multiple occasions, poolside orders did not arrive after extended waits, requiring us to visit the bar/restaurant ourselves to order. On my birthday, after requesting a dessert "to go" since I was full - I was told no. Seating at Arbolea was also inconsistent, as some guests seated themselves while others waited to be assigned tables, often limiting access to preferred outdoor seating to those individuals who followed instructions.
While a multitude of pools - there are no pools designated adult-only. Sometimes, there was a lack of pool etiquette - On multiple occasions, a large, loud group disrupted the atmosphere (group of 14 allowed to rent 1 cabana, blocked an entire pool entrance, had speaker and play their own music at main pool). In an effort to avoid this, we reserved a more secluded cabana the following day, unfortunately that more secluded cabana resulted in a lot of afternoon sun. When we attempted to create shade using towels, we were asked to remove them as it did not align with the resort’s aesthetic, which was disappointing given the additional cost of the cabana and the lack of alternative solutions.
To the staff’s credit, it appeared that the resort may have been understaffed during peak occupancy periods. Service levels were noticeably higher earlier in the week when the property was less busy.
We booked this stay through an all-inclusive offer. Unfortunately, we felt that once this was identified, the level of service diminished despite our continued cash gratuities to the specific staff members. Additionally, items not included in the package were priced at a premium. For example, even with an all-inclusive discount, we paid approximately $150 USD additional for a mediocre steak at Maratea, and a low-tier bottle of wine through room service was priced at $145 USD. When considering the overall cost relative to the experience, the value did not align with expectations. Comparable or superior experiences could likely be found elsewhere at a similar or lower price point.
In summary, while the property itself is beautiful and certain aspects of service were outstanding, inconsistencies—particularly later in our stay—impacted the overall experience.
