160 reviews
Stunning Beach, but Serious Room Issues
We recently stayed at this resort and wanted to share our experience to help others make an informed decision.
Positives:
The beach is absolutely incredible—hands down the highlight of our trip. We never had to fight for loungers, and the beach service was constant, fast, and incredibly friendly. The staff overall were lovely, especially the servers and bartenders who consistently made us feel welcome.
The nighttime entertainment exceeded expectations, with “The Greatest Showman” night being a standout. Breakfast at the Oceanside restaurant became our favorite part of each day—the combination of great food, attentive service, and a beautiful view was just perfect.
A special mention to our butler, Adonis, who was always available and responsive throughout our stay.
Negatives:
Unfortunately, the room experience was a major disappointment. The furniture was in terrible shape—falling apart to the point where we couldn't use any of the four drawers in the cabinet because they were stuck shut. The shower barely worked, had mould, and the bathroom door had visible urine stains.
We had a humidifier in the room that filled up every 4 hours and beeped loudly, waking us up nightly. To make matters worse, we discovered bed bugs on the second last night. After sending a video to our butler, the room was fumigated while our belongings were still inside, leaving everything with a horrible chemical smell.
We had paid nearly $2,000 to upgrade to Diamond Club expecting premium service and amenities, especially based on our previous positive experience with Diamond Club at Royalton Riviera Cancun. However, here it meant very little. When we asked the Diamond Club concierge whether our room was actually part of Diamond Club, we were told that the manager decides what rooms are designated as Diamond Club—there are no specific Diamond Club rooms. Our room was clearly not an upgrade in any way, and it was disappointing to learn that this status seems arbitrarily assigned. The room (in Building 18) was run-down and definitely not worth the upgrade cost.
Furthermore, the Diamond Club pool and beach areas were not monitored or exclusive—any guest could use them freely. The same applied to the Oceanside breakfast. Essentially, the only “perk” we received for our upgrade was a butler who handled our dinner reservations.
Bottom Line:
While the beach, entertainment, and service from staff were excellent, the poor room conditions, bed bug issue, and underwhelming Diamond Club experience left us very disappointed. We would not recommend this resort and, unfortunately, we would not return.