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"Given the resort’s higher price point, expectations for service were elevated but not consistently met. At check-in, our friends’ reserved room was unavailable, which was especially disappointing as we were celebrating a birthday. The correct room was important for comfort, and while the hotel offered cabanas and restaurant credit, it didn’t fully make up for the inconvenience. They were told they could switch rooms the next day. Food quality was mixed. Room service and poolside dining were good, but the Thursday buffet fell short, with overly fatty, unappetizing tacos. Despite booking an all-inclusive package, certain items like steak at one restaurant and an entire steakhouse came with additional charges, which felt misleading. Dining policies were also inconsistent; although told reservations weren’t accepted, other guests clearly had them, and staff offered little help finding alternatives when restaurants were full, forcing us to dine off property. The pool area was enjoyable with good service, but extra charges for items like coconut water led to confusion due to the room switch, requiring multiple staff interventions to resolve. Entertainment in the lobby lounge was a highlight, with a great DJ and bartenders. Overall, the resort is clean, well-located, and staffed by friendly people, but service inconsistencies, unclear policies, and unexpected extra costs detract from the experience."

"The bathrooms were always gross and smelly and usually out of toilet paper and covered in pee. And toilet paper all over the ground. Food was very difficult because im allergic to wheat Luis Garcia helped alot but I was glutenized multiple times because nobody understood what I was asking reason we chose here is because they online said you had it having an area with food would be great. They do have gluten-free soya sauce and thickening agent could be Cornstarch. We always had a painter outside our door and now I have paint all over my shoes. We barely had a great sleep because we had laundry going 24/7 so unfair. There were cockroaches in our room eww. The entertainment was boring need better stuff and more of it. I wouldn't return to stay in felt like a burden and was laughed at because of my allergies which are serious. Iam still unwell because of all the gluten i ingested because people told me there wasn't any in i have a mouthful of sores. Also the elevator doors shut on my arm that hurt so bad I almost cried I had a bruise for 7 days and its still bothering me feel like I fractured it. I'll be getting an xray to make sure. Trying to tell staff but language barriers were very difficult"

"A very comfortable stay, the room was modern and clean. The location was central and only a short walk to the excellent Jade museum. Staff were friendly and helpful."

"The food was fresh everyday ! The poolsides bar and lunch bar was great! The beds i wish were more comfortable , but other than that its exellent ! "

"Property was amazing Service amazing overall five star rating great great would recommend it any time"

"Great service. Friendly staff. Room was perfect, clean and fully stocked."

"Great place, clean and awesome staff and shows"

"Everything was beautifully maintained. The grounds the room and the food was incredible! Definitely a top choice and we have been to Cancun many times!"

"Place is cool. I’d stay here again. Pros: it’s beautiful, historic, located between the Zocalo and Chapultepec park, there’s an Oxxo, Starbucks and a weed store within a block. There’s lots of staff and a cool lobby bar. Real close to handshake speakeasy Con: Tv did not stream. No mini fridge. No screen on windows "