4/10 Poor
Imeisha
Travelled with family and small children
17 Sep 2024
Liked: Cleanliness
Disliked: Property conditions & facilities
This is probably the first resort I’ve traveled to (out of many countries precisely, including Royalton Splash - Riveria Maya) where I felt racially profiled. We had reservations for dinner where we had to wait while others walked in. The second occurrence, we waited 15 minutes to be serviced while others around us was serviced whether that be drinks or food. The third occurrence was an event where we literally were not offered any drinks while others around us was being served; in the this situation, I flagged a gentleman for drinks and he never returned with the drinks. We traveled with our 4 year old child for a birthday in what we were very considerate of all staff we engaged with and tipped well for their services so it was unfortunate, disappointing experience.
Minimal accommodations in general. We paid for an ocean view room, then we were switched on the 2nd day due to water issues and a room without a view. The new room had brown water coming out of all the bathrooms - again, I’ve stayed at many resorts where I’ve never experienced this (including other Cancún resorts). I have videos to reflect this as well, the customer service agent informed us to just run the water for 5 minutes as if this was acceptable. We had to repeat this for all faucets each day.
Check in is severely delayed and the guest waiting area is not air conditioned. It does not matter if you’re traveling from out of the country, the resort is not prepared or staffed to accommodate.
Imeisha
Stayed 4 nights in Sep 2024