I just want to say the hotel is TERRIBLE starting from everthing, the staff wich is incompetent and unhelpful especily Luisa M. "The Reception Manager" if you can call her MANAGER, when i made the reservation the call center guy (The one how knows more tha me), told me the hotel has 3 pools, jacuzi, room services 24/7, live music in the lobby......well am still looking for the 3rd pool not mention that the ones i found look like a joke, small and simple.....I never had the jacuzi, no room services, no 3rd pool, no live music, and the games for the kisd is nothing...the use old stuff to make the "contests" for them, i supposed to hve a courtesy in my room and I still waiting for that and not even that the food is disgusting....just like that....disgusting!!!!....the bussines center, hahahha.....2 computers, hahahah!!!.............the GYM.....hahahaha even worse, just 2 exercise machine, hahahahahah....poor them......

I talk to Luisa and I said that am not happy to be there, that i need my money back or some rewards for all tha am not happy with and she said "am sorry for all the wrong information you received from the call center, we will talk with tha manager and check the food" ...AND THATS IIIIITTTTT.......HOW COMES!!!!!!!..............

She said I paid a special rate and she can not give something better, but honestly she didnt told me how expensive is the crap there.....

OK, so much pro and con has been written about this hotel, I will try to cut through the other 95+ reviews and tell you how it is. I am an airline pilot. I stay in hotels for a living, anywhere from Best Western, to Westin and Omni, etc. There is nothing wrong with this hotel. What is wrong is some people's expectations. I will explain. The hotel was perfectly clean; lobby, rooms and grounds. We had 2 rooms for the family, and neither had any sign of mildew or ants. The staff was very friendly and courteous, and most spoke English fairly well. The restaurant food was excellent, both in quality, and also in presentation in the 2 fancier restaurants. Contrary to other reviews, I didn't see one single hotdog the entire stay. The air conditioning in the rooms was cold, and had digital thermostats that worked very well. I don't see how other reviewers could complain about the A/C; turn it up or off if you are too cold. My wife and daughter had some spa treatments; my other daughter and I rented a wave runner. All went off without a hitch or complaint. As I said before, there is nothing wrong with this hotel. Now, for expectations. If you are not a frequent traveler, if you want to be around other vacationers like yourself, and meet people, or if you're looking to party, this is probably not the hotel for you. We only ran into 2 other couples from the USA during out stay. The guests seem to be predominantly from Mexico, Central America, and Europe. Very little English was spoken as a first language. As I said, the restaurant food was excellent; it is not, however, anything you would expect on a buffet in the USA. Primarily it was Mexican foods, and I mean authentic, not Taco Bell or Taco Bueno. In fact, there were no tacos, burritos, enchiladas, or tamales at all. So if you are not familiar with true Mexican foods, and are not very adventurous, the food would not make you happy. By the way, the water and ice are safe to drink here. The choices of liqour for the basic all-inclusive was excellent. Many premium brands, without paying for the premium brand option. If you are looking for activities and shopping, you might consider staying somewhere else. This hotel is great if you want to sit by the water with a book, but not much else. It is definitely not a swimming beach, but they do an excellent job of picking up the seaweed more than once a day. There were many families with small children, but again, not predominately English speakers. I had the only teenagers I saw. Bottom line, most USA people will probably be happier at other resorts, unless you are comfortable with the Spanish language, foods from Mexico and Europe, and are looking for a quiet place to simply relax. If you are, then you will have no problems at this hotel, and I have nothing but good to say about it. Also, we used Cancun Express for the airport transfers, and it was excellent. On time both ways, friendly English-speaking drivers, and I booked it on the internet with zero hassle. Better price than most.

While the hotel is technically in the "hotel zone" it's closer to downtown, and quite a distance from the main area where most people go to hang out. That being said, it is easily accessible by bus. The buses run every 3 minutes or so it seems, even late at night and on Sunday. It was about 5-10 minutes on the bus to/from Hard Rock, Coco Bongo area.

I did not do the all inclusive, so I cannot attest to the food or service.

The hotel itself is small but seemed very clean. Check in was quick and simple. I had requested a nonsmoking king bed on a high floor. I received a nonsmoking, 2 double beds on the 1st floor. I have to say, I am not a large person I am 5'9" and weigh about 155". The bed was tiny, tiny, tiny, even for me. I think they may have been 3/4 beds instead of doubles. It was certainly sufficient as I was there alone, but I would have been very uncomfortable had I been sharing a bed.

The air conditioner worked flawlessly. The telephone in my room did not, even after having it replaced. I was unable to call out direct and friends were unable to ring my room. The front desk staff was not overly friendly, but certainly adequate and helpful when needed. Most seemed to speak English relatively well, although it was obviously a bit of a struggle to find some of the words. Again, not a problem.

The pool area was small but clean in appearance. My room was on the 1st floor overlooking the pool area. While I was able to hear kids playing there early in the mornings, with my television on and the a/c running, it drowned out what little noise there was.

For the price, it was fine for a place to sleep. It was clean, comfortable. I never felt unsafe, not only at the hotel, but walking alone, anywhere, even at night, or late on the bus.

First off, the beach is UGLY!!!! We (best friend & I) go to Cancun for the beautiful water, it was seaweed infested, and a boat dock right next door. The water was very calm, but not that beautiful color :( I do not reccomend going to Tulum Avenue Markets ESPECIALLY women, my friend and I were sexual assaulted in a store, the first erstore we went to, I had bruises on my waist and forearm from him holding me and grinding on me, telling me he had "MUCHO GRANDE" it was very scary! The food was not good at all, and the resturants have weird schedules and rules. NO CARRYOUT FROM BUFFET-even if it is the only source of food provided at that time, my fault you can get room service (spagetti with butter, ham and cheese sandwich or fruit platter). The dominos close to the hotel ROCKS!!!! The staff is very rude, rufused to help us alot!!
We had jewelry stolen from our room, when we reported (after we tore the room apart looking) they (manager & security) came up to help us "LOOK" for it (they never looked anywhere) the manager told me as they were leaving to fill out the reports, look on the bed. I'll be damned if the pouch that her jewelry was in was sitting on the bed with all the jewelry in it. When I went down to let my friend and the staff know I found it the manager said I knew the maid didn't steal from you!! You should be more careful!
another incident
The staff refused to call the police after a man pushed my female friend into a washing machine because she got an attitude with him because he took our wet clothes out of the dryer (while it was running) to put his clothes in. My friend had bruises on her legs and hip, (he pushed her VERY hard) the staffs excuse was that the man spoke French and they did not and he was about to check out. Frenchie also spit on us!!!! It was very ugly!!!!! This all happened aft we got our hour massages. Money down the drain. I do not reccomend this hotel to no one!!! Not even singles looking to Party....Go to the Flamingo instead we stayed there last year and it was way nicer, older decor..food was edible at least!!