Mexico and Central America Adventure Holidays

The customer service team is very friendly and helpful. I love it.

Food and entertainment had variety and not boring, many choices but food lack a little more seasoning. The employees at the restaurants and pools were very friendly but there time that they were more attractive to higher tier guests, you could tell the difference in service provided and also the food and drink were somehow of less quality if you were wearing one of the less expensive bracelets. I say tgis because even at customer service they treated you differently, I had paid for an upgrade to the more expensive hotel but was giving the run a round just to assigned me a room. First I was told the upgrades were given less priority and checking would be after 5pm but no later than 6pm, after waiting 30 minutes past 6pm I tried calling both hotel and neither were answering their phone I had a little panic attack from all the stress while talking in person to the front desk employees and the supervisor that took over kept blaming the whole situation on us, insinuating as if we want to stay for free, very unprofessional and uncaring didn't even bother to apologize for the whole situation. At the end the room was giving to us after 7 pm and no one seem to care, we also had resort credit that were not transferred and we kept asking for them and there was no intent to find a way to fix the issue and again they blamed it on us. Horrible customer service from the front desk when you check in they're the nicest but once you're there they treat like * because you bought expedia.

Jessica was the best at the lobby desk. Overall many great employees with a few rude ones. Towel guy and coffee shop ladies all rude. Adult pool needs signage stating no kids! Brazilian steak night on my birthday was the worst of the whole week! Hardly got any meats at all. Buffet was repetitive but good. Marco Polo was good, couldn’t even get in some restaurants because they were closed or full. Resort was far from full. Would I come back? No because I’m going back to all adult. Wayyyyy too many kids for me personally.

We had a family vacation here to celebrate our daughter’s 1st birthday. We were treated so well from the moment we arrived at the VIP Lounge, and our daughter was spoiled on her birthday! The staff are so kind and tentative! Delicious food and beautiful property. We had a plunge pool room in the Luna tower and it was great. Overall, a fantastic stay! Of course there are a few things that we have to comment that needs improvement. First and foremost, my husband and mother sustained injuries while we were there. My husband slipped and fractured his toe when he walked into the upper pool, the tile was slippery and had not been scrubbed properly. My mother slipped and hurt her ankle and knee walking around her room with the provided slippers because of the humidity and the tile was super smooth, they definitely need to invest in tile that has some sort of texture. Service at the Italian restaurant was not great on our last which was disappointment because we had a fantastic experience a few nights prior. A few areas were not made for strollers or wheel chairs. There are a lot of stairs and steps to the restaurants which was a little annoying but we luckily had help. Some of the public restrooms did not have AC which was super uncomfortable when you’re just stepping out from dinner to use the facilities and come back drenched in sweat! My parents said the spa was amazing! Property itself was beautiful, but dated. Can definitely benefit from a renovation.

I loved the hotel it was amazing

Beautiful resort! Great staff, food and drinks are ok! Lots of seaweed this time around.

this place is amazing

Food and entertainment had variety and not boring, many choices but food lack a little more seasoning. The employees at the restaurants and pools were very friendly but there time that they were more attractive to higher tier guests, you could tell the difference in service provided and also the food and drink were somehow of less quality if you were wearing one of the less expensive bracelets. I say tgis because even at customer service they treated you differently, I had paid for an upgrade to the more expensive hotel but was giving the run a round just to assigned me a room. First I was told the upgrades were given less priority and checking would be after 5pm but no later than 6pm, after waiting 30 minutes past 6pm I tried calling both hotel and neither were answering their phone I had a little panic attack from all the stress while talking in person to the front desk employees and the supervisor that took over kept blaming the whole situation on us, insinuating as if we want to stay for free, very unprofessional and uncaring didn't even bother to apologize for the whole situation. At the end the room was giving to us after 7 pm and no one seem to care, we also had resort credit that were not transferred and we kept asking for them and there was no intent to find a way to fix the issue and again they blamed it on us. Horrible customer service from the front desk when you check in they're the nicest but once you're there they treat like * because you bought expedia.