I am writing this review based on years of experience of travel. I have been to Mexico, the Mayan Rivera side over 12 times, and have been to many different resorts. Some I have liked, two I have loved. I just returned and was at this resort late May early June 2026. This resort sadly falls into the category of will never go again. I can honestly say in all the resorts that I have been to I have never felt disappointed or that I have wasted my money until this resort. I can honestly say I regret paying money to come here. When you book a resort you book it based on the write up from the carrier Transat, Sunwing, Air Canada, West Jet (if your from Canada) that is the information you have to go on. You check with the carrier that you choose to see if the resort has shut anything down, and I was told no, everything was open. When we arrived at this resort we were told that multiply restaurants are closed at night and the main and only buffet is closed as well. I have never been to any resort that the main buffet would be closed for dinner, and yes my family goes during the slow times of the year. The buffet is very important in a resort, this is the one area that should not be closed down. If I would have know that the buffet was going to be shut down 6 out of the 7 days that we were there I never would have booked at this resort. It is the resorts responsibility to notify that they are and will be having closures that way people can make an informed decision about coming here or not. I feel ripped off by booking this resort we did not have the amenities that were claimed to be there when we booked. They also claimed to have a pickleball court and they do not. The fact that the hotel deceived its guests in order to have bookings should tell you a lot about the type of place it is.
The reservation process to book restaurant’s is not great, you have to book your choice of restaurant (which most were closed during the week) right at 10am, it does prevent you from fully enjoying your morning as you are watching the time so you can make sure you have somewhere to eat, one night is was only 2 restaurant’s a snack option or room service. What ever you are doing you need to stop log on and try and book a restaurant while everyone else in the hotel does the same. The one day I couldn’t get a reservation before 9pm, I have a small child so that wouldn’t work. I was told by guest services I could always order room service. I was also told I could get a better time at a restaurant if I purchased a bottle of wine. This was extremely unprofessional, and a way to scam people out of there money. I have paid for all these amenities why are they not available to us, many people were extremely angry about the restaurant and food situation the week I was here. I have never encountered this in all my travels, yes you always have people trying to upsell you that is a given but to say you get to eat if you pay more, complete unacceptable. The food at the restaurant’s were good, not great. I did not like the Oriental restaurant, I found the chicken and beef was chewy and did not taste good. The rest of items they served were good. Italian, Mexican one were good. Route 66 was ok. Buffet for breakfast was good, never open for dinner.
Guest services were not very pleasant to deal with, I am sure due to the amount of complaints about the restaurants and problematic booking system. Still it is their job, they were rude.
The rooms were ok, needed updating but workable for the week. Housekeeping did not do a great job, our sheets were not change for the whole week we were there, there was no fitted sheet just a flat sheet tucked in, which would not stay tucked in. I did ask for it to be replaced – never was.
The beach was just not there, it has and is deteriorating very badly a lot of the palapa’s have fallen into the ocean and the sandy beach has been washed away. The sargassum at this resort is overwhelming and this resort unlike others is doing nothing to clean it up or to try and manage it. There was no one cleaning it up the whole week we were there unlike other resorts that have trucks and people taking it away. We were handed papers when we checked in to say that we are now aware that the sargassum is bad, no beach. This is something that should be told to the customer before booking not on arrival, this way they can pick another choice that better suits there wants and needs. This resort fails in many areas.
I felt very deceived from this resort I never would have booked this resort if I knew the restaurant’s and buffets were going to be shutdown. I should have been told they would have rolling shutdowns of restaurant’s – no one was ever told. This is deception and false advertisement and unfair to the customer spending their hard earned money to book at a place that does not offer all that they claim to. I would advise anyone to look at better options. Moon Palace, Iberostar, Barcelo, Grand Princess to name a few, lots of options there, never had any issues. There are much better honest resorts that will not take advantage of you.
