Hotels in Cancún

Positiv:: Food, atmosphere, size and the spa were amazing!

Negativ:: We couldn't think of anything - other than more information on the website about no need to worry about making dinner reservations, how to get a taxi/shuttle from airport, the fact that Hydrotherapy session takes the full hour...

Positiv:: Staff was very friendly and accommodating Landscaping beautiful.

Negativ:: Room decorations a little disappointing for 700/night We have stayed at other hotels for this price and have had over the top decorated rooms. Rooms are a little sterile.

Positiv:: The staff went out of their way to please us! it was really a pleasure to stay and we will definitely be there again and again! We really had a taste of haven!!!!! It was clean the landscaping was beautiful and the service was outstanding! Forget abut the massage...... they have the best of the best!!!

Negativ:: I cannot imagine of anything better than that! KEEP DOING WHAT YOU GUYS ARE DOING!

Positiv:: Staff and food were excellent. Exceeded our expectations. Beautiful grounds that were immaculately maintained.

Positiv:: This resort is massive with beautiful ground and kind staff. Room was huge, comfortable bed and was always cleaned

Negativ:: Check in process was very inconvenient and frustrating. Even though checkin time was 3pm we couldnt do check in till 4 pm. As a compensation, my group received free hydrotherapy which was nice. The next day, i had to change the room because finest didnt reserve two rooms next to each other even though i reserved two rooms. I was told that the room will be ready by 2pm but it wasnt ready till 4 pm again! I wasted a lot of time the first 2 days. They seriously need to improve their check in process, besides this, i loved my stay here.

Positiv:: Food was good.

Negativ:: The hotel was supposed to be family oriented but everything is separated between adults/children. Receptionists were not willing to accommodate for a child with a broken foot and actually put us on a room with roof top that had stairs...

Positiv:: Lovely room. Staff is friendly. We like the ocean, pool, and food.

Negativ:: Our room is on the ground floor and close to the elevator. The people in the aisle were very noisy & kept us awake until late-night.

Positiv:: Best food

Positiv:: I spoke to a gentleman upon checkout; however, it was quite late and he assured me that someone would be in touch regarding some issues of service and billing the same day. I have never received any correspondence from the hotel as follow-up.

Negativ:: Never acknowledged our anniversary even after asking us several times about our reason for visit Continually served items to my wife that she was allergic to after continually expressing those allergens. Incorrect Billing

Positiv:: Location, attention to detail.

Negativ:: Although there were 11 restaurants, the food had a lot of overlapping, especially breakfast.

Positiv:: Everything was awesome! The staff was great from hotel employee helping us at initial check in to all the help we received. The beach staff and wait staff was excellent. one of the hotel employee was also a great waiter. Highly recommend.

Positiv:: The staff is so warming and so helpful! They go the extra mile.

Negativ:: That I could not stay longer!

Positiv:: This is the best all-inclusive resort I have stayed at. The restaurants are very well styled and the food quality is high. The staff great, rooms are wonderful and amenities are superior. Definitely spring for the club rooms - the added value is great!

Positiv:: Very friendly and fun staff!

Negativ:: There was nothing I disliked

Positiv:: Immaculate upkeep of the property, location, beach, service, food and beach activities (kayaks, hobie cats, paddleboards, snorkeling gear all available for no additional fee.)

Positiv:: Die Anlagen sind toll. mochte das Setup sehr. Die Leute waren sehr nett. Wirklich ein super Ort.

Negativ:: Ich mochte die gläsernen Badezimmertüren nicht. Keine Privatsphäre.

Positiv:: Alles ist sauber, lecker und so gestaltet, dass der Gast zufrieden ist.

Negativ:: Die Klimaanlage war nicht stark genug in den Hauptrestaurants.

Positiv:: Das Personal war ausgezeichnet!! Die ganze Anlage war sehr sauber und wunderschön!! Ich werde auf jeden Fall wieder hier übernachten!!

Positiv:: Lage Service Umwelt

Negativ:: Essen Betten Kissen

Positiv:: Everything about this resort was amazing! The food, staff, location etc! I could go on forever! It is almost like a completely different resort from day to night. During the day there is tons of entertainment around the pool and beach and then at night everyone gets dressed up for a nice dinner.

Negativ:: The only 1 complaint that I have is although the bed is beautiful it's extremely uncomfortable!

Positiv:: The service was amazing. Everyone was so friendly. There are a lot of restaurant choices and the food was good. The hotel is large but very spread out making it feel more intimate.

Negativ:: There is no privacy in the bathroom.

Positiv:: This was such an incredible resort! I loved every minute. The staff was excellent and friendly, the food was great, the location was amazing. I loved how many lounge chairs they had as we never had to get to the pool early to secure out spots. I can't wait to go back!

Negativ:: I would have loved if they had more of the large bed cabanas. They were amazing, but there were only like 6 and so were taken quickly. But honestly, that's not really a complaint because this place was the best.

Positiv:: You won't be disappointed - beautiful-top of line service - great restaurants- entertainment and more. There is a great atmosphere and the beaches are picturesque. I will be back for sure

Negativ:: Sunscreen too expensive

Positiv:: The resort was great not a dull moment, beach was beautiful and the rooms were outstanding. Food was pretty great as well, especially the Asian and French restaurants, although, I enjoyed them all. The staff took our stay to the nextt level They know your name, cater to your every whim and genuinely want you to have a good time. The event coordinators we met(Marcos, Luis, Joe and Nestor) made sure there was plenty to do every day if that's what your in to and the bar tenders and drink staff were incredible. Ever was our bar hop and he went above and beyond for us! Love this resort, will most certainly be back!

Negativ:: No real complaints, ran out of sunscreen at the resort was like 28 USD seemed a bit much. The hookahs they offer were a bit dated and was not impressed with their quality.

Positiv:: Architektur

Positiv:: Design and location are special. Beginning from approaching to the entrance, there was very nice sequence. I stayed suite, room ceiling height is high, and there is nothing to interrupt ocean view. Site is very big, but you can approach everywhere using by cart.

Positiv:: perfect pools and activites.

Positiv:: Very stylish hotel, great restaurants and location but more importantly the staff is amazing always trying their best to make your stay the best they can

Positiv:: I don’t often write reviews but on this occasion I had to. From the moment we came to hotel to the moment we left it was fantastic. The staff, the beach, the food the atmosphere you could not fault anything. It was so relaxing and peaceful. Can’t wait to come back.

Negativ:: Nothing

Positiv:: this place was everything and more i was honestly shocked upon arrival

Negativ:: f

Positiv:: Nizuc is a calming and relaxing resort with unique and modern decoration, beautiful view. It’s best for a writer or journalist, couple on honeymoon or holding a wedding here. I have nothing to complain but more than my expectations. The staffs are so welcome, respectful and helpful. We have bought lots of artisan decoration and asked them for boxes. They brought them to our as we came back. Love the food at Nizuc Indochina restaurant. The beach side for adults only is nice but not on the family side however there is a pool with amazing view. You can do snorkeling at the property I guess.

Negativ:: If you’re looking for a place to have fun and crazy party, this is not the place.

Positiv:: Great ambience

Negativ:: Restaurants were very expensive and there should be all inclusive deals . Also separate tours were three times more expensive

Positiv:: Great hospitality, great facility and food!!

Positiv:: Grosszügige Anlage mit diversen Restaurants, Bars, Beaches und Pools. Sehr freundliche Mitarbeiter. Grosses Frühstück Büffet mit Life Cooking. Wir kommen wieder!

Negativ:: Die Preise in den Restaurants sind am oberen Limit.

Positiv:: - Durchwegs superfreundliches Personal! (ausser im Spa) - Sehr schöne Anlage an Top Lage. - Sehr gute Restaurants. - Wunderbar geheizter Privatpool in der Villa - Kleines Highlight: Hatten zweimal Besuch von einem Leguan im Garten ;-)) - Hector "the Protector": Der beste Kellner an Pool & Strand (siehe Foto)! So macht Urlaub doppelt Spass!

Negativ:: - Extrem laute Klimaanlage!! Habe das so laut und nervig noch nirgends angetroffen!! Habe ich reklamiert, aber nichts zu machen. Eine zweite Villa wurde mir gezeigt, da war es genau so. Unverständliche Fehlplanung! - Keine harten Kissen verfügbar!! Nur unangenehm weiche synthetische Kissen. Unangenehm warme Bettwäsche (wurde dann immerhin getauscht). - Housekeeping hat eher mittelmässig geputzt, Minibar wurde nur nach mehrfacher Aufforderung nachgefüllt - Nervige Kiesflächen (Steine) im Garten der Villen, man kann da nicht Barfuss laufen - Unverschämt hohe Preise für Massage, wobei die Leute an der Spa-Reception auch noch unfreundlich waren. Nervige Musik bei der Massage. - Das Essen vom Room-Service war im Gegensatz zu den Restaurants unterdurchschnittlich und das bei beschränkter Auswahl!

Positiv:: Nizuc took our breath away. My husband and I hadn't been away in a while. wanted a real luxurious feel to our vacation.There was nothing the staff wouldn't do to make us happy here.Our villa was mag!The scenery day or night-dreamy!Ocean & pools were

Negativ:: There really was nothing to improve about this hotel. We read reviews before we went how spa prices were exhorbitant -many felt ridiculously priced. The time we spent at the spa was well worth the price-The experience was wow. Don't miss the spa

Positiv:: Very private and clean.

Positiv:: Alles war toll. All Inclusive ist am besten.

Negativ:: Schwer etwas zu finden, was war schlecht. Würde es wieder tun.

Positiv:: Die Zimmer sind sauber zuvorkommendes Personal

Negativ:: der Regen

Positiv:: Das freundlichste Personal, das ich je erlebt habe.

Positiv:: Alles. Vom Zimmer bis zu den Einrichtungen. Die Leute waren so freundlich und hilfsbereit!

Negativ:: Nichts. Alles war großartig!

Positiv:: love the location, walk to the beach.

Negativ:: the rooms have so thin walls.

Negativ:: Every thing

Positiv:: The staffs are terribly rude，they are not there helping you to resolve problems, they are ruining your holidays, totally unacceptable, I'll never book this hotel again, Never!!!

Positiv:: The resort and staff were awesome! They keep every inch of the resort spotless! Also, the location is great. Everyone there goes above and beyond to make your stay great.

Negativ:: This was our first resort experience so wasn’t sure what to expect. Although the overall experience was great we were a little disappointed in the food, drinks and entertainment at the resort. We found them to be mediocre but not bad enough to where we wouldn’t go back.

Positiv:: people there are very nice and friendly and helpful

Positiv:: The staff was super helpful and the service was great

Negativ:: There was no roster of activities and programs. We were literally following the sound for the party and afternoon activities

Positiv:: I like the location . I like the stuff Carlos, ismael (buffet) sarai (cappuccino ) People from the SPA are really good Front desk almost reallygood, they need people Gread at front Food is excellent Location is excellent Stuff -excellent

Negativ:: Need one more stair from the beach on the other side and one restroom

Positiv:: The best thing is the Beach front area and the views in the room

Negativ:: The food, no real room service, room was dirty,no bottled water or things stocked. Felt like we had to tip all the time. couldn't get breakfast room service or coffee up to the room. breakfast buffet ends at 1030a, too early. crap drinks by the pool

Positiv:: The friendly services, and the time of year which was not blazing hot, 80 degrees, oh ya.

Negativ:: No

Positiv:: We love the restaurant, the room, the services...Everything

Negativ:: The day I have to leave

Positiv:: The Riu Palace Las Americas offers everything I would expect of an all-inclusive hotel. The staff was always very accommodating and friendly. VERY clean! Best thing was no rules!

Negativ:: We had a room with one very large bed, but is was actually 2 queen beds pushed together. They were comfortable but they were made up separately with a crack between. So, with a honeymooning couple, you have to be careful NOT to meet in the middle.

Positiv:: Large spaces, good entertainment crews, louis was very entertaining and helpful at the pool activities, awesome and healthy food, courteous staff, the Roberto buffet has a very unique menu options, prime location- walking distance to all the central area. Spectacular exterior patio.

Negativ:: The gym and pool closes too early (6pm and 8pm), gym is too small and not enough equipment, the 24 hour lounge doesn’t have ventilation and it smells bad all the time,

Positiv:: Das Essen und der Service

Negativ:: Wir haben Ocean Front (Blick aufs Meer) gebucht. Wir haben aber nur Partial Ocean View bekommen. Ansonsten gibt es nichts schlechtes zu sagen.

Positiv:: I have stayed at many 5 star hotels, including resorts. Our experience at Le Blanc was flawless. What set Le Blanc apart from other places was the staff. The staff are incredibly nice, extremely professional, and truly take care of you during your stay

Positiv:: Everything is great

Negativ:: Nothing

Positiv:: Awesome property with great staff!

Negativ:: Nothing, it was perfect!

Positiv:: Unparalleled experience. The food is good, the facilities are well maintained and the amenities are fantastic

Negativ:: This is the second time I've been- it was much more crowded this visit I guess it's a popular time to come but I felt a slight decline in service. Everyone is exceptionally friendly but a few requests were missed- still the service is far superior here compared to anywhere else

Positiv:: The staff is amazing. There is a butler in each room and there is always staff ready to help (drinks, food, towels, etc) in the pool and beach areas. The place itself is perfect for a relaxing trip (if you want a hotel to party this is not your best choice). I highly recommend trying out all the specialty restaurants, the food there is amazing, better than expected for an ALL-INCLUSIVE RESORT. The drinks they offer are premium brands and the bars offer a wide variety of mixed drinks or cocktails. The room was incredible with amazing views to the beach. The bed and pillows will not let you get up in the morning because of how comfortable they are. The Spa is a little expensive but is worth it, use your resort credit.

Negativ:: There is an important difference between the food at the specialty restaurants and the one from the room service and pool/beach areas. The food itself isn't bad but I expected more. Considering the price you are paying versus other all-inclusive resorts like the Hard Rock Hotel. The food in these areas lacks quality, variety and taste.

Positiv:: The staff was really nice and the service is in overall very good. The beach is beautiful, the pools too and the room was very clean. We did a Masaje con Piedras Sagradas at the spa and it was really nice. The spa facilities are very good and you can use them any times you want, off course not the extra services, just the sauna, jacuzzi, cold room and all that. The Mexican restaurant was really good.

Negativ:: First of all. On the middle of our stay, my wife had this massive allergic reaction to a mistreated food, she has never had this kind of reaction and she doesn’t have any kind of allergy to any type of food. We had to call the hotel doctor (which arrived 45 minutes later) to inject her some medications and it was a pretty expensive service, shouldn’t an all inclusive hotel be responsible for the service knowing that all food and drinks are taken from the facilities?. The hotel should have a better medical service since the 90% of the guests are elderly people, also she was attended in this deposit room that wasn’t suitable for the occasion or the price. Second of all, even tho the hotel is a only adult resort, we believe that it should have more experience activities among it’s guests. On the other hand is the food. For the overall price of the hotel and the accommodations, we though the food was going to be better than it was. The best restaurant (and the most unlikely to be used is the Mexican, obviously) and the French one Lumiere (the one that you have to make reservation and has a dress code) has the poorest seasoned food we have tried. Finally, even though the hotel has been recently remodeled it is still missing many details that would make your stay kore suitable for the price. Like the hammers at 9 am and 8 pm. Or the conversations from across the door and the slammed doors very time any guests close its room door. We had the Royal Honeymoon Ocean Front.

Positiv:: Everything exceeded every single expectation I may have had. There were a few superstars of the bunch and they were the best EVER! Hugo and Israel, our butlers, were as sweet and helpful as can be; Jair at the beach was impeccable; Alan at the pool.bar was amazing; Alvaro and all the evening guys at the lobby bar were perfect; and Bruno from guest services was professional and incredibly attentive! We are Le Blanc guests for life!

Negativ:: Nothing. There was not a single complaint.

Negativ:: Shower floor drain need to be fixed. Water drain Too slow

Positiv:: Excellent service, beautiful hotel, great food, great friendly staff. Very high class.

Negativ:: I liked everything!!

Positiv:: Love the spa, even if you don't pay for a massage or other treatment you get access to the full hydrotherapy suite: sauna, ice room, steam room etc. I like that the main restaurant buffet had options that changed daily! Liquor dispenser in the room was very tempting. The butlers did an amazing job keeping us with honeymoon surprises each time we came back to our room after a day out.

Negativ:: Rather aggressive timeshare presentation pushed upon you right when you arrive when you just want to unwind, relax. But otherwise there isn't much I didn't like.

Positiv:: Really lovely resort. We’ve been coming to Cancun for many years, but this is our first time staying at an all-inclusive. The blog does a terrific job. The food was plentiful and very good, and varied among five restaurants. The staff could not have been more friendly and helpful. The pool and beach area are clean and very nice. The fitness center and spa were first class.

Negativ:: Our suite was great, with big sliding doors opening to the beach and ocean. The only thing disappointing, was that it didn’t include a balcony to sit and relax with a drink at the end of the day. This was an architectural mistake. Also, the hotels surrounding Le Blanc are not as high-end as those surrounding our previous hotel, the JW Marriott. Not a big deal, but noticeable when going for a walk on the beach.

Positiv:: Rooms were great. Staff super friendly and attentive.

Negativ:: Food was underwhelming for the cost to stay.

Positiv:: Show at night was fantastic!

Negativ:: Cleanliness of room, hotel needs updating all around, power went out last day and it was miserably hot. Did not like we could not order food to the pool or beach area.

Positiv:: Friendliness of staff/drinks/food/beach/pools

Negativ:: Some things weren’t fixed soon/had to report several times.

Positiv:: The hotel grounds where beautiful and very well taken. The food was of good quality and with variety. The breakfast was vast and for different tastes.

Negativ:: The service in the Buffet restaurant (El Viejo Laguito) could have been better. They have a lot of tables with not too many people assigned to them. After the second day I started sitting outside, and there are less tables being tendered by a waiter, from that point onward it all worked.

Positiv:: Junior staff friendly and helpful. Grounds kept clean. Food and drink plenty. Lots of potential

Negativ:: Suggestion to booking.com: Modify questions as, for example, one can go with family but not including children under the age of 18. Property's style: other less favorable options should be included. Iberostar: Despite confirmation from booking.com & getting in contact with Iberostar to ensure everything was in order and also obtaining their own code #s, staff could not find our reservation on arrival (around 11 pm). We had to have the rooms changed because not what our booking said and bathroom (especially tub) dirty and VERY OLD. Staff somewhat unfamiliar with what the hotel offers - shows lack of training. Higher ranking staff incredibly arrogant as they approach you to "find out" abou your stay, but when you tell them about some issues, they only say it is the "best" in Cancun! Their only mission seems to be trying to sell their "prestige" brand! Food is plenty but not of quality and the same over and again. They have a French restaurant which is the biggest insult to the name: poorly prepared, tasteless and served cold! Their so called "Mexican" food is limited to some basic Tacos and poorly made Chilaquiles! Ther New Year party was a disaster. Again, we were sat but were moved around by staff twice and then an arrogant head staff comes and ... well, we prefered to leave in order not to spoil our night. Lack of organization easily visible as junior staff are working round the clock but tasks are dup/triplicated. When you get your room key card, ask for cards to get towels, otherwise you'd have to go back to reception desk. Why they don't give it to you on arrival just shows NO regard.

Positiv:: Beautiful Pool, beautiful beach, very friendly and talented staff, the food was great, drinks were great.

Negativ:: No top shelf alcohol choices.

Positiv:: the Swiming pools are good. Staff in swimming pools are good.

Negativ:: The view of my family is block. We cannot see the beach. The restroom is tiny. The chief in the Japanese restaurant in the hotel is rude, and food is really bad, no tast of susi at all

Positiv:: The staff were amazing and very friendly. Kids club was awesome! My 8 year old didn’t want to ever leave.

Negativ:: I didn’t like the food and that the pools closed at 8pm. Also my teenagers did have a great time. They didn’t have any organized activities specifically for them to meet other teens.

Positiv:: Excellent food, drinks, and coffee. Ocean view even from basic room. Lobby is beautiful, bar makes craft cocktails and live music was great. Staff is mostly friendly and attentive. Maid service terrific.

Negativ:: Beach beverage service was spotty. Restroom near beach never had soap. Hot tubs were no warmer than the pool. Seaweed was bad this trip even with regular cleanup. Price for hotel significantly more expensive than our last stay which was spring break 2018.

Positiv:: Die Lage hervorragend. Super freundliches Personal.

Negativ:: Wir hatten eine Ocean Front Villa gebucht. Mußten Uprate zahlen um ein Zimmer in der unteren Etage ( direkt am Wasser) zu bekommen.

Positiv:: We were very pleased with every aspect our stay at the Iberostar Cancun.

Positiv:: Everything!

Negativ:: Loved it all

Positiv:: The beach of the hotel is really good. The food of the buffet is also not bad.

Negativ:: The facilities are so old, and there is no sleepers, no kettle, no toothbrush and toothpaste provided in the room. For families with baby, it would be very difficult for you to making milk. I tried to ask them to provide some hot water to make the milk, but the water was not hot enough, and they sent the water to the room in a very slow speed. The first room we were provided was located on the first floor, and the bathtub was broken. We asked to change the room and were told to come to the checkin counter at 12:00 of the next day. We came to the counter at 12:00 and was told to wait for another 5 minutes for the cleaning lady to tidy the room. In fact we were in a emergency situation at that time. My one and half year old boy fall into the sea and needed to change his clothes as soon as possible. However we still agreed to wait. 5 minutes later we were told to wait another one hour, and then we were told to wait another half an hour. Finally when we got our new room, we’d been waiting for almost two hours, and my son had a running nose for the rest days. The room service is poor. Maybe there’s a shortage of staffs, we once ordered two glasses of milk, and it took one and a half hour to be sent to our room. I tried to asked the room service staffs if they can send the milk to our room as soon as possible, the lady answered my phone in a very cold tone and said “ sorry we have a lot of services.” We also ordered two sandwiches, and they only sent one to our room and forgot the other. The guest service line was always busy, sometimes it takes almost an hour to get access to. If it’s not because of the beautiful beach, I really want to rate the hotel zero star. This is the worst hotel experience I’ve ever had. We will definitely not choose this hotel again, neither will we recommend this hotel to any of our friend.

Positiv:: Alles

Positiv:: Service, Essen, Lage und Unterhaltung

Positiv:: The hotel was beautiful and the location was perfect!

Positiv:: Everything was fantastic and it exceeded our expectations. All the alcohol was top shelf, and the service was remarkable.

Negativ:: I can't think of much other than they needed a second waste basket in the room. Seriously, that is the only complaint as trivial as it can be. If I could rate than an 11 I would.

Positiv:: Very clean and up to date. Professional friendly staff.

Negativ:: I can't think of anything that we didn't like.

Positiv:: The hotel was extremely clean, friendly and the staff were exceptional. The view was amazing and the had an activity every day. The steakhouse was really good and there was 24hr service for your needs daily. I can not wait to go back.

Negativ:: The bar pool was not was not clean and continued to get very gross looking, the staff did try hard to maintain it but it was not good. It needed more cleaning and maintenance daily.

Positiv:: The staff is excellent! Go see Max in the buffet ... he will treat you like royalty! :)

Negativ:: Most of the food is good. Buffet, Mexican and the Italian places were great. The steakhouse was really disappointing, but you won't go hungry!

Positiv:: Aside from the staff who were all friendly and accommodating, nothing stood out. We have stayed at @ 10 different all-inclusive resorts in Cancun over the years. I will forget this one in little time.

Negativ:: 1.The noise. 2. The terribly average food; one person making omelettes and a long line to wait for food. 3. The lack of room bathrobes or slippers. 4. Bellman who do not bring in your luggage or take it to your room. 5 The constant pool party atmosphere. 3. The 3 empty beer bottles sitting in the same place in the stairwell for 4 days. 4. The small exercise room. 5 Staff does not set up umbrellas. 6. I must “exchange” a card token for a beach towel every day. 7. Locals selling EVERYTHING on the property beaches. Despite booking months in advance online getting a 1st floor room and heating everything outside - resort at capacity and no opportunity to move rooms. This is a place for a party - not for relaxation and quiet.

Positiv:: Great seating and overal service was wonderful....but....

Negativ:: i was sober. i was polite. yet the bartender on the second to and last day of my stay poured me a mojito with flat soda. beer that was half foam twice. tequila shot with no salt on rim as he did with previous customer. I was 1 of 3 people at the bar. I offended him somehow. all i was was nice and polite to him.

Positiv:: I loved best about this hotel was the staff. All of them. I mean everyone of them were friendly, helpful and excited that you were there with them. I was just really impressed with the staff.

Negativ:: Hard to come up with anything bad about this place. There were no surprises. Very accommodating.

Positiv:: The staff was friendly, drink service by the beach was quick and efficient, the grounds were beautifully maintained, and the beach was stunning. I especially liked the rocky side of the beach, It was quiet and relaxing.

Negativ:: The hotel did not provide the rooms I reserved on the first night. I requested a double and a king, so that my adult kids (19 and 22) could share a room without sharing a bed. They obviously overbooked, and they only had 2 kings. UGH!

Positiv:: The waiters at the restaurant made it feel like home.

Negativ:: There was a little accident in the hotel room, the shower glass shattered when my bf stepped got out the shower and closed it and they had the nerve to charge us

Positiv:: The hotel was decorated nicely. The room was adequate as well.

Negativ:: This hotel participated in discriminatory practices. Some guests were allowed to wear swim or casual attire in dining rooms, while others did not have the option. In addition, staff members in the dining area were abrasive at times.

Positiv:: The beach is beautiful and didn’t have that strong waves so my son enjoyed swimming. The pools are nice. The foods have many varieties and it was amazing.

Negativ:: Many guests smoke everywhere even in the pools!!! I think the hotel should have the smoking areas separately. The events and parties were boring. I think they should have family friendly events and parties.

Positiv:: Schöner Pool und Bars. Komfortable Zimmer. In der Nähe vom Strand.

Negativ:: Personal wollte immer Trinkgeld. Die Zimmer sind nicht sauber. Abends gabs nichts zu tun. Zu wenig Alkohol in den Drinks. Wenig Auswahl an Speisen.

Positiv:: Das Essen war super

Negativ:: Timeshare Verkäufer sind ärgerlich

Positiv:: Das Essen war toll, sowie die Lage. Super Service im gesamten Hotel.

Negativ:: Die Betten waren nicht sehr bequem

Positiv:: Am Strand, kostenlose Getränke

Negativ:: Das Personal war unhöflich. Die Zimmer und die Restaurants waren warm und stickig. Der Service war schlecht.

Positiv:: Das Hotel war einfach super für uns! Wir haben in dem Hotel unseren Urlaub in Mexiko ausklingen lassen und wären sogar noch ein bisschen länger geblieben. Alles war einfach perfekt zum ausruhen und der Strand mega. :)

Positiv:: This is one of the best resorts in the hotel zone. The room was extremely clean, and the staff was always polite and welcoming. The one thing that sets this resort apart from others is how great the good is. There were at least 7 restaurants to choose from, on top of the cafeteria and sushi bar located in the lobby. The drinks were great. Some bartenders poured a little heavier than others, but on average everything was great and exceeded all expectations. This was my 2nd time visiting and I can't wait to return.

Positiv:: The food, drinks and customer service

Negativ:: We had to leave

Positiv:: Everything was perfect! This was our first time in Cancun and at this resort and it definitely wont be the last! From the staff to the food everything was so good! It was my anniversary and they went above and beyond for us! The resort was always clean, our room was clean and freshed up everyday we were there. I can't even explain how great this resort is. And did I mention the food awesome!!! Every restaurant or grill was so good!! Just go don't listen to the negative reviews this resort is perfect!

Negativ:: Everything was perfect!

Positiv:: Beautiful, comfortable, great accommodations

Negativ:: You had to reserve the steakhouse only between two and three the day before in order to eat there

Positiv:: The location of the property and the excellent food and service.

Negativ:: They didn’t have any American beer on property.

Positiv:: The location was GREAT, booked trip for my boyfriends 30th birthday. food was great, must make reservation for steakhouse a day ahead of time between 2-3 pm but really doesn't matter when you make the reservation. Hookah available at 30 dollar charge but resort does offer 50 dollar credit everyday to different things. had the premium garden view room on the first floor with small deck. room is great size and nice and clean. staff was very accommodating in decorating the room for his birthday but needed to be reminded.

Negativ:: BE AWARE THERE ARE KIDS EVERYWHERE. They need to have a control over this because there is a kid pool with a ship and slide but kids still entered the adult pool where there is a BAR! Which shouldn't be allowed at any resort. only negative about the resort. I was also charged more than what I booked on booking.com.

Positiv:: Wir sind nach 1 Woche New York zum entspannen für 1 Woche nach Cancun in dieses wunderschöne Hotel gekommen. Eine gute Wahl! Ab der ersten Minute bis zum auschecken fehlte es uns wirklich an nichts. Wir wurden mit kühlen Getränken sehr freundlich empfangen. Unser Zimmer mit Lagunenblick war sehr schön, geräumig und bestens ausgestattet. Täglich wurde die Minibar aufgefüllt- im AL alles enthalten. Das gesamte Personal war immer überaus freundlich und sehr aufmerksam. Das Essen, was soll man sagen ... 5* sind zu wenig, um das zu beschreiben. Immer eine große schmackhafte Auswahl und tolle Kreationen. Ein großes Lob an die Köche ! Überall war es stets sehr sauber. Der Poolbereich ist toll mit eigener Bar. Kostenlose Handtücher stehen immer zur Verfügung, sowie ausreichend Liegen. Im gesamten Außen/Poolbereich gibt es mehrere Restaurants, die tagsüber zum Snack einladen. Der Strand, mit direkten Zugang, war sogar recht leer und sehr schön. Auch hier alles sauber! Für die Meeresschildkröten wurde am Strand ein Bereich geschaffen, wo ihre Eier aufbewahrt werden. Und wenn man Glück hat, so wie wir es erleben durften, ist man Zeuge wenn die kleinen geschlüpft sind

Negativ:: Es gibt nichts zu bemängeln :) Am Strand gibt es zwar genug Liegen, aber zu wenig Schattenspender. Das könnte verbessert werden :)

Positiv:: It’s a very large resort next to the beach. Half way through the hotel zone. It’s a short taxi ride 7-10 dollars U.S. to many fine restaurants on the bay side with great sunsets. The resort is all inclusive and they have many different cuisines to offer. The staff is just awesome very friendly and attentive to your needs. This is our first time here and we enjoyed every minute. Very clean, rooms modern and nice, comfortable. Cleaning staff did an excellent job. Some new construction near pool area for additional pool sidebar and grills but didn’t take away from the poolside experience. Lots of activities to participate in, bar very active. Drinks seem a bit watered down stick with beer for a quicker buzz.

Negativ:: A little too much overselling of addition services like excursions and massages. I guess you have to be aggressive but I will say they were friendly and of you said no they respected it.

Positiv:: The Fiesta Americana Condessa in Cancun was a fabulous resort with extraordinary staff and wonderful facilities. The restaurants had a wonderful array of different foods and friendly people. And everyone there seemed to love their job and tried to make our stay extra special.

Negativ:: When you arrive there are many "worker" standing at the top of the escalators who make it seem like they are there to help you get acquainted with the hotel layout, etcetera. They all work for a Vacation Club. They want to help you so that you will take a tour and join the club. They were not pushy but I wished they had been upfront and told us who they were before we sat down.

Positiv:: Great outlook over pool area. The multiple food options and bars around the pool was great! Clean and tidy place. Very secure.

Negativ:: Rooms were noisy

Negativ:: All inclusive is not all Inclusive- they catch u out on lots of different charges!

Positiv:: Alles ist erstklassig.

Negativ:: Die Lage war schrecklich.

Positiv:: Alles war toll!

Negativ:: Unser Waschbecken überschwappten in unserer zweiten Zimmer

Positiv:: Alles hat unsere Erwartungen übertroffen! super! Eine echt traumhafte Erfahrung! 100% empfehlenswert.

Positiv:: Tolles Zimmer Junior Suite Schöner Strand Großartiges Personal

Negativ:: Ich glaube, 2x, wenn Sie alleine reisen. Dieses Hotel war für Paare, Familien.

Positiv:: Gutes Essen

Negativ:: Mitarbeiter Darcel sehr unfreundlich und unprofessionell

Negativ:: Vacation Club Verkaufsmasche.

Positiv:: Das Essen, der Strand, das Hotel, die Angestellten sind aufmerksam.

Negativ:: Die Zimmermädchen stahl $100. Wenig Steckdosen im Zimmer

Positiv:: Das Hotel war wunderschön. Alles war so sauber. Sie hatten exzellenten Kundenservice. Sie erahnen Ihre Bedürfnisse, sie waren immer an Ort und Stelle. Das Personal war sehr freundlich und sehr zufrieden.

Negativ:: Nichts zu beanstanden.

Positiv:: Das beste Hotel in dem ich je war. Weltklasse Service. kann es auf jeden Fall jedem empfehlen.

Negativ:: Alles war perfekt

Positiv:: Modern, sauber, und der Service war super. Wir waren im Oktober da und es war nicht zu voll.

Negativ:: Check-in Prozess und das man sich erst so eine Verkaufsveranstaltung anhören muss.

Positiv:: Liebe dieses Hotel. Fantastisches Personal - sehr freundlich. Kann es sehr empfehlen!

Positiv:: Großartiges Essen. Tolles Personal. Der Service war Klasse.

Negativ:: Nichts!

Positiv:: Restaurants are amazing and the food is yummy the fact that everything is inclusive makes the staying more relaxing there are variable entertaining shows and all are nice

Negativ:: rooms that are facing the ocean are actually facing part of it (when you tilt your head 90 degrees). you have to choose room front ocean to actually face the ocean some furniture inside the room haves some stains from long use the activity concierge doesn't give you the best price you have to brag

Negativ:: food in the Mexican restaurant downstairs was a let down

Positiv:: The property was immaculately gorgeous!!!

Negativ:: The food and drinks could’ve been a little more appetizing. However I did enjoy the dining experience as a whole. Although the entertainment was nice, I’d desired a little more upbeat entertainment. I’d like to be able to party a little bit without having to leave the property to do so.

Positiv:: Everything was amazing. We loved the honeymoon suite.

Negativ:: We couldn’t play music poolside with our speaker.

Negativ:: I wish there was more exciting music at the pool

Positiv:: Service wirklich ausgezeichnet (selten besseren erlebt). Restaurants & Essen sehr gut, Strand (wird gereinigt) & Hotel sehr schön.

Negativ:: Klotüre lässt sich nicht schließen, nur anlehnen. Unangenehmer Geruch am Balkon (vmtl von einer darunterliegenden Küche) daher nicht wirklich einladend

Positiv:: The stafff the hospitality. The food drinks cleanliness everything

Negativ:: Dj needs to play more variety of music. Pop, rap, r-n-b

Positiv:: The hotel was beautiful and very well maintained. The staff was incrediable - always available to help and ensure you have an amazing time. The entertainment staff did a great job at keeping you busy with a variety of activities.

Negativ:: None of the food was bad, but it was just average.

Positiv:: No kids and the staff

Positiv:: Everything... and I mean everything !!

Negativ:: There was nothing...and I mean nothing

Positiv:: The decorations are so beautiful and the unlimited drinks and the staff where absolutely sweethearts all of them . A total dreamy vacation . Thanks secrets

Positiv:: The friendliness of the staff, the facilities. The spa is really nice

Negativ:: The food, very low quality, in all restaurants (some worst than others)

Positiv:: Super Hotel, leckeres Essen, ausgezeichnete Lage. Sehr empfehlenswert!

Negativ:: Das Personal ist aufdringlich auf andere Produkte verkaufen

Positiv:: Das Essen war nicht gut, könnten einige Aktualisierungen vornehmen

Positiv:: Amazing trip. This resort goes the extra mile. The little things that make it exceptional. My only recommendation is that they have more than 1 restaurant choice for breakfast than the buffet. There are many restaurants to choose from for lunch and dinner, adding breakfast would be the one addition to make this resort the very BEST. Otherwise, facility was clean, convenient, impeccable service, cabanas are very worth the price. Comes with 20 min foot massage, omg!!! Also bathroom products are better than any other resorts. Molton Brown!! They just go the extra mile-live AQUA!!!

Negativ:: Only 1 breakfast restaurant choice

Positiv:: it was amazing. i'm traveling all over the world . this is the best value for money I ever had. amazing staff !!! food was great . rooms are great

Positiv:: The room was nice with a great view, clean and new. Good cleaning service, nice and helpful staff

Negativ:: The food is so so, big queues on the breakfast. Plastic glasses for drinks are looking bad and old, not always look clean. The bed was old and too soft for me, not good for the back

Positiv:: Very upscale beautiful resort. The best food, prepared elegantly. the nicest and most attentative staff you could ever meet. beautiful beaches and pool area. one of my favorite spots on this planet

Negativ:: that I couldn't stay longer

Positiv:: Super well located, clean and the food was great!

Negativ:: The sushi station was delish, but it could be faster in the service.

Positiv:: Everything was beyond amazing. The atmosphere wows you the minute you step into the lobby to check-in. Jazmin & Donny made me feel truly special & cared for with drinks & accommodations right away! The location was amazing (rights across from a mall so convenient) & the resort itself has something for everyone ! The food/ drinks & top notch service could not be beat ! Never without a drink or activity at hand. We will absolutely be returning :)

Negativ:: Only complaint - the vacation rewards presentation (it’s optional) . Took up a good chunk of our last morning even though we were repeatedly told it would only be 30 minutes. Don’t agree to one if you’re not looking to invest money - beware .

Positiv:: -*** Staff are kind, except the ones who are trying to sell you extra vacation packages -*** Pool was nice and relaxing

Negativ:: -*** They try to sell you vacation packages. Several times we went to the lobby to ask general questions about tours, restaurants, etc, but they told us we have to participate in a 45 minutes Sales event during our stay. This is awful for a 5 star hotel that every time guests are asking concierge related questions, they force us to sit in 45 minute presentation regarding some sort of vacation property Sales event. This has to change!!!!! (we were even scared to go to lobby to ask more questions because if they find you, they will not let you go at all. -*** Not much variation in food, restaurants on site are mostly closed due to their schedule or repair. -*** Restaurant schedule they gave us was different than actual schedule. -*** Rooms are so noisy and walls are thin. You can hear conversations of the next door room. -*** Shower would be very low pressure, sometimes you have to wait a few minutes for the water to come back up.

Positiv:: Beautiful hotel and grounds. Great food and employees.

Negativ:: No complaint at all.

Positiv:: I LOVE THE FACT THE HOTEL WAS RECENTLY BUILT AND IS VERY POSH. LOVE THE DECOR THROUGHOUT THE HOTEL. THERE ARE 3 MALLS RIGHT ACROSS THE STREET WHICH MADE IT CONVENIENT TO GET SLIP AWAY FOR SITESEEEING.

Negativ:: ALL STAFF WAS KIND, HELPFULL AND PLEASANT except FOR "JOSE" LOCATED NEAR THE SEAFOOD DINER. HE WAS RUDE AND UNATTENTIVE MOST OF MY TIME THERE.

Positiv:: Lage, Ausblick, sehr gepflegter Strand, Zimmer, hilfsbereites Personal, Technik auf dem neuesten Stand (stabiles Wifi, viele Steckdosen, Lampen, hervorragende Klimaanlage die einen nicht anzieht, automatische Vorhänge), tolle Cocktails, Essen im Restaurant MB. Auch der Ausflug, den wir über einen Agenten im Hotel gebucht hatten, war toll. Niemand wollte uns etwas verkaufen oder ähnl.

Negativ:: Abendessen nicht auf dem Niveau des Rests. Ausser MB alle Themen-Restaurants im Bereich von Freizeitpark-Essen. Schlechteste Weinkarte ever und sauberes Geschirr war in allen Restaurants eher glückssache. Personal nicht durchgehend gut geschult (mehrere Personen waren nicht über das ganze Angebot informiert. So wurde uns z.B. von 4 verschiedenen Kellnern erklärt, es sei kein Cola zero im Haus, obwohl es welches gab.). Chef-Kellner Cesar reagierte immer umgehend professionell, aber ohne seine Hilfe würden wir heute noch glauben, dass es kein Cola zero gibt. Zögern Sie also nicht, nach Vorgesetzten zu fragen. Damit sind wir gut gefahren. Es ist aber traurig, dass es überhaupt notwenig ist. Auch das Zimmer war nicht jeden Tag gleich sauber geputzt. Generell tut sich das Hotel schwer damit, seine Versprechen, nicht nur rechtlich gesehen, sondern auch „gefühlt“ zu halten. Beispiel: Wir fragten nach einer Partnermassage. „Selbstverständlich gibt es die.“ Ich fand sie zu teuer und wollte nicht. Der Preis beinhalte den ganzen Tag die kostenlose Nutzung des SPAs mit Whirpool, Sauna, etc., wurde uns gesagt. So willigten wir ein. Es war zwar wahr, aber die Bereiche sind geschlechtergetrennt. Ich bin überzeugt, dass die Frau, die uns „beraten“ hatte, sich bewusst war, dass wir die Massage zu diesem Preis nur buchten, weil wir uns auch auf den gemeinsamen Whirpool freuten. Das ist nicht das einzige Erlebnis dieser Art. Ach ja, sparen Sie sich Zimmer mit Terrasse. Auch dort ist Rauchverbot und es gibt keinen Sonnenschutz.

Positiv:: The rooms are nice, modern, clean and beautiful. The rest of the hotel and the service do not match.

Negativ:: We had high expectations for this resort: many review sites rate describe it as one of the most luxurious and modern hotels in Cancun Riviera. It did not meet our expectations at all. The check-in process was long. We arrived at 2.30pm (official check in at 3pm) and were asked to wait around the property. When we returned at almost 4pm, it still took some time to give us the key. Then we got stuck in an elevator. There were no towels at the pool. The barmen at the bar were quite rude. The bar looked dirty and unpleasant. Drinks are cheap. Overall service was very poor (except for the doormen and valet - these guys were excellent). We ended up leaving the property within 1.5 hours, in frustration. It almost ruined our vacation. We are used to the quality of the Ritz, Hyatt and Four Seasons; this hotel may be good for another clientele but we do not recommend it.

Positiv:: The staff, The modern room, The service, Quality of food and great smoothies! Private beach, infinity pool etc..

Negativ:: The paid restaurant, paid Cabanas These should be visible to guests while booking a room online as you are booking an all-inclusive hotel. However other hotels do this as well even worse.

Positiv:: Alles war großartig. Super Personal. Super Essen. Super Service

Negativ:: Pool und Strand Eingang riecht wie wet Teppich.

Negativ:: Ich wurde diskriminiert

Positiv:: Der Service war wirklich gut

Positiv:: Alles in allem Ambiente, freundliches Personal, tolle Lage.

Negativ:: Keiner

Positiv:: Die Aussicht und die Größe des Zimmers war sehr schön.

Negativ:: Der Service. Einige Richtlinien und Regeln wurden mir nicht mitgeteilt, so dass es einige Probleme gab. Hat nicht die gleiche Warmherzigkeit und Servicequalität versprüht wie andere Hotels in der Gegend. Insgesamt enttäuscht.

Positiv:: Everything

Negativ:: Nothing

Negativ:: This was the worst hotel stay Ive ever had! I didn't get new dental kit for the first two days of my stay, they told me later (after I came back to New York) that new ones will only be provided upon request. So I used the same toothbrush. But when I was about to brush my teeth the last night, the toothbrush was very odorous and smelly and had obvious yellow stains on it. It was apparently used to clean the toilet! I complained to the supervisor on duty who kept saying that there's no reason the housekeeper would do this and didn't offer any apologies to me at all. He promised to give me an explanation the next morning. I waited until 11 am and still didn't get any answer. Later the housekeeping director and another supervisor came to talk to me and promised to write me as soon as possible since I was checking out that day at 12 pm. When I got back to New York, I received an email the next day saying that everything the housekeeper did was up to the Marriott standard, without any explanation about how the investigation was conducted (I took a photo of the toothbrush and left the stained toothbrush for them to investigate) and how my toothbrush was odorous and stained. I replied to the email and have got no response for over two weeks. I continued to pursue the case and finally got an email saying they have investigated the incident and were completely sure the toothbrush was not used to clean the toilet without providing a convincing explanation. I demanded to know the investigation procedure and they said the information is confidential. I made it clear to them I was not seeking monetary compensation in case they might think I'm making this up. But Im not happy with the this result. My trip was completely ruined by the tainted toothbrush, and I left Cancun feeling very upset. This is not how a five-star treats its guests and handles incidents like this. Marriott was implicated in similar scandals.

Positiv:: Everything

Positiv:: I don’t know where to begin. This hotel went above and beyond to meet All my needs. I went to relax and was able to do just that. Especially with my view and great room. Get the club 91 package it’s amazing and worth every penny. If you’re looking to party this is not the hotel for you as there isn’t much entertainment. If you’re going for pure bliss you won’t be disappointed

Negativ:: Loved everything, I didn’t want to leave

Positiv:: the staff are the best; we welcoming

Negativ:: no

Positiv:: Äußerst freundliches Personal. Sehr sauber und gepflegt.

Negativ:: Outstanding wäre es wenn die Algen welche täglich angeschwemmt werden vom Strand vor dem Hotel entfernt würden .

Positiv:: Beautiful and huge pool area! Great location with nice view. Nice breakfast buffet. Good WiFi

Negativ:: Some elevators didn’t work ATM did not work Sometimes suboptimal smell from humidity in the rooms Breakfast room was small so that there were long wait times when outside area was closed

Positiv:: Our first time in this hotel and we really loved everything. Location was perfect and service was awesome. Food in general was good with lots of options.

Negativ:: The fact that because of the seaweed on the beach we couldn't get in the water at all, although we understand it wasn't the hotel's fault.

Positiv:: The food, the pool area, the cleanness, the staff and the property is beautiful

Negativ:: Nothing

Positiv:: Pool, beach, room, staff; all great

Negativ:: There are really only hotel and high end places to eat nearby, so basically forced to have higher cost options on food all the time.

Positiv:: Everything

Negativ:: Elevators were hard to find

Positiv:: Great location, clean, had everything needed. No need to venture out.

Negativ:: Ocean front and beach access

Positiv:: Employees were nice & service prompt, delivery quicker than told for room service/delivery. Pool was good, beach was great except for some seaweed. Massage was excellent best I've had in a long time! Food in buffet was good, did not try any specialty restaurants. Loved the cafe by the beach that served coffee and snacks. Coffee is really good, hot or cold, no sugar needed. The ice cream is really rich & smooth like gelato in Italy.

Negativ:: Kids club needs a better area not too god for older kids. My son was six and not much for him to do except video games. Other than basic drinks, margaritas & rum & coke, could be better good; drinks better if ordered in the restaurants.

Positiv:: Beach location

Negativ:: We had hard time finding vegetarian food, we had two beds were full size, not comfortable for party of 4, were able to get only one extra portable bed.

Positiv:: Overall, a good place to stay. Plenty of tourists with families. A little old facility but well maintained.

Positiv:: The Room was great! Beds were super comfortable. The kids loved the little kids center. Beach was clean and beautiful!! And the scents in the lobby is sooooo wonderful, I just loved walking through the doors.

Negativ:: This was our first vaca with our kids (9,6). We typically stay at the Sun Palace (kid free) so the difference there was obvious. The restaurants were so busy that the wait time would be over an hour. So we ended up eating room service just about every meal except breakfast.

Positiv:: Everything, will go to the same hotel when I go back.

Negativ:: Nothing liked everything

Positiv:: Beach.

Negativ:: False advertising about amenities and all inclusive package. Credits at the hotel is a scam. Horrible service by some of the staff.

Positiv:: Palace Resorts are always an enjoyable experience

Negativ:: No

Positiv:: Super Service, das ist unvergleichlich. Eine sehr warme und einladende Atmosphäre

Positiv:: sauber ruhig Lage

Negativ:: Spa ist nicht dem 5 * Standard entsprechend begrenzte Speisemöglichkeiten am Abend

Positiv:: Das Personal an der Rezeption

Positiv:: We Love this property and everyone is super nice! The breakfast buffet and beach food service is wonderful! We typically spend all day at the beach...its absolutely Beautiful!!

Negativ:: The only thing I didn't like was the crazy amount of seaweed...but I know the Ritz has no control over that! :) But they usually do a great job of keeping the beaches clean....there was just so much this trip.

Positiv:: loved everything. lovely experience

Positiv:: Excellent service. Everyone one was friendly and attentive.

Negativ:: There were a lot of seaweed on the shore. Aside from that everything was perfect.

Positiv:: The whole team are the kindest and attention people that I had ever seen in a luxury hotel

Negativ:: Nothing. It was absolutely perfect.

Positiv:: Cleanliness anf staff friendliness

Negativ:: The expensive cost of mesls

Positiv:: Bei diesem Preis sollte das Morgenessen inkl. sein, dieses ist absolut wunderbar. Auch der Pool ist perfekt. Tücher werden täglich 2x gewechselt, perfekt vorallem nach dem Strand.

Negativ:: Leider hatte das Meer in dieser Jahreszeit sehr viel Seegras welches angespühlt wurde. Dieses wurde zwar täglich mit dem Traktor unter den schönen Sand gemischt, leider brachte dieses nach ein paar Tagen auch nichts mehr. Statt mit einem Rechen zu sammeln. Preise auch Jet-Ski für die Verhältnisse überteuert. Ist jedoch überall gleich.

Positiv:: Every thing really . The location , the rooms , the cleanliness , the service , the dedicated staff especially at the beach and pool areas , the comfort and the ambiance in general .

Negativ:: Claiming that the hotel is crowded ,They tried to give me lower floors room though I did not book the lower floors ! I was upset at the beginning as I do not like the noise from the pool but they immediately moved me to the 7the and 5th floors . Seaweed was not a problem at all during our stay as the hotel was taking a great care in cleaning the beaches regularly and the problem was minimal that it didn’t affect our swimming or beach activities .

Positiv:: The hotel has a very nice breakfast. It is right on the beach. Great location. Two outdoor pools. Cabanas on the beach and attentive wait staff.

Negativ:: Staff & service was very friendly. Although, the hotel feels dated - for the amount of money I spent, I feel some amenities (even 1 complimentary alcoholic beverage a day) should be included. Also many other hotels I’ve stayed at are far more modern and simply have a far more luxurious feel for the money. Again, staff is great, but I probably would not choose ritz over other hotels.

Positiv:: I felt house keeping and cleanliness was excellent Concierge was very informative The hotel was luxury

Positiv:: Food was amazing. Staff attentive, all round great stay as usual

Positiv:: The hotel, staff, top service around premices.

Negativ:: The beach. Always waves and wind a part of sea wead... if you go for the beach you can forget it...

Positiv:: My stay here was way beyond my expectations. Since I was a kid I wanted to stay in this hotel because it was appearing in some telenovelas that were widely popular in my country. I had amazing experience, everything was spectacular, from check in to rooms, food, view.

Positiv:: The royal service is amazing. Was perfect

Positiv:: The staff was great!

Negativ:: That our room didn’t have a jacuzzi tub

Positiv:: Everything

Negativ:: The slides at the grand were not working

Positiv:: entertaining

Positiv:: Nothing! Very bad service from Booking.com and from Moon Palace. If you are paying for a 5 star hotel I expect 5 star service from the moment of check-in! Would have given a 0 but booking only allows a 2.5 as lowest.

Negativ:: Do not reserve here! Booking's algorithm for rating is also off. I wanted to give a 0 but the lowest that is given is 2.5 even when choosing all bad. I did not like anything. We arrived to the hotel with the our Booking.com reservation for 2 adults and 1 child. Clearly stated in the reservation. Upon arrival they said they only had reservation for 2 adults and that we had to pay more. We told that this is an issue to resolve with Booking not with us. Next Fernanda of the Front Desk said there was no payment in their system and that they could not give us bracelet because we did not pay and first had to sort this out. We had a payment receipt both from Booking and PayPal. We sent these to her and manager Lucia or Laura by email on the spot and even this was not enough. None of employees at the Front Desk are in the right position. They don't know how to provide a great service as can be expected from this type of hotel. All the time they were whispering between themselves and a no moment was any respect shown. What was supposed to be a special weekend started off very badly. Not at all the experience I was expecting from a 5 star/diamond hotel. After more insisting and more insisting and obviously getting angry and disappointed, we finally we got the bracelets and went to the pool. After about 4 hours I got 2 messages on my phone that our room was ready. We thought, great service to get a message and went back to the reception. There was a lady at the reception (another one) that almost activated our bracelet to access the room and then suddenly another colleague and the Front Office Manager showed up stating that we can not access the room at all because we did not pay. More than 4 hours later, they still had not resolved the issue with Booking.com. We had sent all information already of payment and even so 4 hours later we were once more treated with no respect and had to go through the whole storey again.

Positiv:: Rooms were spacious and clean

Negativ:: We stayed here for a small (less than 40 people) family wedding. While I would recommend this resort for a general visit (hotel was nice and clean), I would NOT recommend it for a small wedding. The wedding planner didn’t attend the reception for more than a very short time and there was no direction for the reception activities. The toast was an afterthought after people asked when it was going to be (ended up with / after cake). There was confusion on what was to occur when and no announcements for activities (we weren’t aware the cake was being cut!) The wedding planner was paid and the couple should not have to run the reception. It seems they were told there were other, larger weddings on site - but each wedding should be given meticulous attention and direction! To top it off, the meal was inconsistently cooked - some had medium rare steaks (as ordered) but many had over cooked, dry steaks! It was not of a caliber that I would expect at an expensive resort.

Positiv:: Clean and open room. Spacious patio. Helpful staff and great meal options. Miniature golf course was fun.

Positiv:: Room was spacious and bed was comfy. The spa was very well equipped.

Negativ:: room Service was horrible. food takes over 1 hour to be delivered and it was stone cold multiple times. Staff was clueless on the processes; everything was a hassle... To get a day pass, to change appointments or to use resort credits. If you make any bookings calling the extension from the room, no one can help you in the lobby. All systems were disconnected and different people will tell you different things. Drinks were ridiculously watered down.. I mean come on! There was literally no alcohol in any of the cocktails. Also, the food was strictly OK and service in the restaurants was spotty. Oh and the pushy sales people in the lobby-- That was the biggest turn off. Right after you arrive all exhausted and just want to get to your room, these so called guest services folks get you under the pretext of going over the resort and amenities. Then they try to force you to attend a timeshare presentation. They visibly get upset and keep pushing if you decline. When I travel thousands on miles for my vacation, this is the last thing I want to deal with. I have paid enough money and just want to relax. The timeshare sale thing was disgusting! I will never go here again ever.

Positiv:: Location and staff are great. Resort is awesome.

Negativ:: Food wasn't that great. I'm a picky eater but there wasn't a real big selection from day to day.

Positiv:: Zimmerausstattung, Blick auf das Meer einmalig; Essensauswahl sehr gut

Negativ:: Service für Bezahlungen ließ zu wünschen übrig; zweimal schimmeligen Käse auf dem Frühstücksbüffet; offene Zimmertür nachdem wir mehrere std. weg waren; Lautstärkepegel zum Essen war sehr hoch

Positiv:: 1. Facility is great. The room is very big and super clean. 2. The environment is quite beautiful. 3. Breakfast is very nice with good food quality

Negativ:: 1. value of money 2. response to questions. I sent email after booked the hotel, but no response at all. For such a high-standard hotel, this is not acceptable. This not only happened to me, my family experienced the same who stayed there as well. 3. Check-in is very slow, we waited at least 30 minutes... 4. We need to change the room from Sunrise to Nizuc. The thing itself is not a big deal, no matter get changed or not, but the fact that the customers need to go from one place to another to get that done doesn't give a good customer experience.

Negativ:: Been several times. Always nice.

Positiv:: I liked the facilities the pool and the spa is amazing. Also the dolphins royal swim tour was amazing. The value for money is excellent since that we enjoyed a lot of activities and we got to eat and drink for free durin our stay. Restaurant are very fancy and the room are luxurious.

Negativ:: Sea weeds and the fact that a lot of very nice activities were not included in our resorts credits

Positiv:: Friendly staff, very clean, great food, nice entertaining shows.... Best vacation ever!