The Fives Beach Hotel & Residences - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

18265 reviews

• 

  Fawlty Towers Like at times

  Two weeks before we were due to leave for holiday we were emailed by Tui informing us of building work outside the hotel but it would be taking place 9am-5pm Monday to Friday and 9-2pm on a Saturday. Tui also informed us that the Hotel had assured them that Tui guests would be allocated rooms as far away from the works “wherever possible”. We got offered to change accomodation but when we called there was none available anywhere so that was a waste of time. But we felt as it was only on 9-5pm , we would be at the pool all day so no problem and we would just go. Arrived at the hotel and yes mega work taking place, loud music on the outside of reception obviously to try and drone out the building work. Mostly 80’s Rock music so we were delighted. Went to check in and there was a couple, complaining about the vibrations caused from the building work. We asked the receptionist if the building work was giving them lots of problems and she replied no. We asked about times and yes it was 9am - 5pm Monday - Friday and a few hours maybe on Saturday. Got our wrist bands and all 3 over 18’s got a room key built in, but our 16 year old daughter got a kids band and a key card. Just the thing to give kids who will most likely miss place or forget them. We were also told about the restaurants being first come first serve and no reserving tables, next they have doubled up the restaurants so the menus are joined and smaller. Kids are also not allowed into bars in the evening & the Buffet Restaurant is open 3 times a day. Went to our room which by the way was superb but was right next to reception and the building work. Could hear work being done but thought we will persevere as wed been informed its not early or late. Unpacked and went to dinner at 6pm as we were tired, tried the French Restaurant. We were early so no problem getting a table, the service and food was average at best. Walked back to the room and building work still on going at 8pm. Woke up at 6am and could hear the noise of building work. Went to breakfast at 7am and building work in full flow. Breakfast was good but service especially drinks was very slow. We spoke to our rep after and eventually she got us a room change 2 blocks away. Fantastic we could hear nothing. The whole holiday we found bar, pool bar, restaurant service was pretty poor at best. We had a couple of waiters who were great but only ever got them once which was a shame. Maybe the culture but they were a tad rude sometimes. Never had this before any time we have been in Mexico. We often had breakfasts with no coffee even though we had polietly reminded we were waiting for. Always the same reply, yes its coming but never appeared. Same at the evening meal, waiting upto 45 mins at worst for a starter and diet coke. Not always the case but it did happen more the 2-3 times in the 10 days. Another evening we waited well over an hour for a table even though there was over 9 tables empty and we only got a table when I complained and pointed this out. But there was a few reserved signs on the tables that nobody was ever on before and after we left. Can they not cope with half the small amount of tables they have? The food menus at restaurants were half of what was advertised on the hotels app, we were told to use. I mean the Pizza restaurant for example normally has 9 different Pizzas, we had the choice of 4. If we asked for a different one we were told its not on the menu even though thoses toppings are available at lunchtime. We didnt feel the waiting staff were interested in what we had ordered. We had starters not appear, extra mains (pizza to share) not turn up etc etc. It actually got to the stage we would see how long things took to come and what would be missing. I think Fawlty Towers was mentioned on numerous occasions. The Buffet restaurant was also only open at breakfast. This was the only restaurant that was open for breakfast and after 8.15 it gets busy and they were qeues out the door. Not a relaxing start to your day and it was extremely frustrating. Thank god our kids are not fussy either as no fries were on the menu anywhere! They were only availble at lunchtime in the pizza restaurant. You could not get fries with your burger, you had to get them from the pizza restaurant . The drinks for a 5* hotel were also shocking. Poor quality most of the time. We ended up drinking water as the soft drinks from the bars tasted awful. No proper cans/bottles in bars or restaurants. The only cans were in the rooms and we only got a few per room, per day. There were so many chips on plates, cups and glasses. They really need to up their game and replace some. Positive alert - the Gym was good tho Overall would I go back? Not a chance. Have stayed in way better 4* hotels in Spain with only one buffet restaurant to dine in . This is definately not 5 star premium quality hotel.

  Oct 28, 2025
• 

  Poor customer service

  This hotel has a real customer service problem that needs calling out. We booked a holiday here for our family of 4 through TUI back in March, we were due to travel in December and stay over new year. It is by far the most expensive holiday we had ever booked, it was supposed to be a real family treat. Recently I started to note all the negative reviews about the food situation in the evenings, with many restaurants being closed and multiple reviewers saying they were waiting for hours to eat, which is obviously not ok for a 5 star hotel, but especially bad news if you have children. I emailed the hotel to ask if this situation would be resolved by December. They emailed me back offering me a room upgrade, but failed to address the restaurant issue or tell me of any plans they had to make it better. (I didn’t want a room upgrade, just an assurance I would not have to wait for hours for my dinner at a 5 star, very expensive hotel). I then went in to the TUI travel shop to share my concerns about the hotel. The travel agent emailed the hotel manager to ask if anything was being done about the restaurant situation. The hotel manager completely ignored the travel agent’s email. No attempt at a response at all. Just ignored! This is truly terrible customer service for a so-called 5 star hotel. Going by the very recent reviews, the restaurant situation sounds like it is getting worse, not better. Long story short, we have now asked TUI to cancel this accommodation and rebook us an alternative hotel in Cancun. If you want a hotel with decent customer care, I’d avoid this one.

  Oct 26, 2025
• 

  Massive disappointment

  Booked our wedding here and stayed for 2 weeks - chose this hotel due to wedding locations and reasonable prices for wedding - all senses wedding staff we can not fault they are amazing and would definitely recommend all senses weddings The fives hotel and some staff very disappointing and would not recommend this hotel FOOD- no buffet only the breakfast buffet in flavours even though there is meant to be 2 options for breakfast with the brassiere also but that was closed the whole 2 weeks we was there Breakfast is ok typical buffet your normal omelettes eggs sausage bacon pancakes french toast fruits nothing amazing but certainly nice enough LUNCH - poor options tacos pizzas burgers hot dogs down at the beach DINNER- is an absolute shambles no buffet Should be 9 restaurants open Only 3 are open with 2 restaurant menus operating from the 1 and they are reduced menus … lengthy ques 2 hour waits to get into the restaurants and when you do finally get In the staff are very overwhelmed or understaffed cold food or wrong food or no food at all comes out My favourite was the Thai as you can’t really go wrong with rice or noodles but dinner did become more of an annoyance than an enjoyment As a family group for wedding we never got seated together to eat this seemed to be an issue unless you was from the US and kind of just do what you like Obviously very upsetting when you come away as a family and can not even eat a meal together pretty shocking really and management are shocking STAFF- entertainment staff are lovely especially Camilo he is a good guy full of smiles and good energy Waiters very nice but looked shattered and over whelmed actually felt sorry for them - management staff ignacio he is a joke I complained numerous times about not being able to eat as a family yet there are other tables of 13 ppl He was so unbothered looked at me like I had 3 heads and was not helpful at all I made a complaint through TUI the next day I had a letter in the apartment saying how sorry they are at the fives and asked me to what’s app them for future dinner reservations I did this and there was no change no one was helpful we still did not get to eat togeather stated via what’s app convo that it’s policy but no where on the TUI website does it state that bigger groups can not eat dinners together and I’m sure if it did no one would book this hotel Check in staff - again pretty ridiculous was told that as we are a wedding couple our room will be upgraded to a suite I actually booked a suite through TUI but when the wedding co ordinator told us we get an upgrade I de graded through TUI and actually lost £100 for amendment fee to then be met by Frank at reception at check in after a 12 hour journey and my baby is screaming to tell me that there is no suite for us and that he has no brides arriving at the hotel today - and then tried to be little me as if I was at the wrong hotel so I had to then go through all my emails whilst my baby is screaming to find proof of the suite promised to us and that I am at the right hotel and I am actually a bride getting married here what a joke … after I started to get annoyed and stated what an absolute poor service this is he offered me a suite We only wanted it for our baby to make her bottles and microwave for her food He also stated that he would not take the 350 usd deposit from my card but he did as a few days later it had been taken from my husbands account and he had to go and tell them On check out my bridesmaid was met by Frank he handed her a statement of charges and she had been charged twice for hair and makeup when she stated this was wrong he was adamant it was not and was so so rude My friend is actually a finance manager and clearly knows how to read a statement Frank told her to go to the spa and on her return the spa noted that Frank is actually wrong and she had been charged twice this was just the icing on the cake for us and could not wait to get out of the this hotel Be very careful when ordering from marleys do not put it on your room as we was charged for things that we did not even have but we just wanted to leave and on check out we was drained and did not have the energy to dispute the charges NIGHT SHOWS - very lacking quite boring and repetitive not for younger couples more for much older relaxed couples WILDLIFE - only seen the monkeys twice and coatis they have staff walking around spraying them With water apparently to keep them away from the plaza and areas and also a jack russell dog on the loose chasing the coatis away did not feel very nice at all and not what we expected from what we had previously seen on social media BEACH- is okay but not the best I’ve seen quite murky and rocky there are much better beaches at other hotels in Mexico Other than the wedding and just getting away with family I can honestly say that this hotel was a massive disappointment and ruined our holiday at times and our honeymoon and would highly recommend going elsewhere This is more for residents who have time shares rather than it being a main stream hotel for family’s Will never return

  Oct 26, 2025
• 

  Highly recommended 👌

  First time to Mexico and had a fabulous time. Hotel was beautiful and spotless and the staff are friendly and helpful. There was a little confusion over restaurants but if wait time was too long we just went to another and just had a cocktail or two. We visited Chichen Itsa and a cenote and a catamaran cruise to Isle Mujeres which were all amazing.

  Oct 26, 2025
• 

  First Mexico Visit

  We have just returned from our first visit to Mexico from the UK. First and foremost, I think Mexico is real life paradise and as a family of 6, it wasn’t much more to go here than European holidays nowadays. I researched hotels for months before picking The Fives. It was rated as a 5 star Platinum resort by TUI which was what finally made me choose this hotel. On arrival, we were checked in to a room and with it being our first long haul, I was anxious about what was to come. The room was damp and felt really unclean. We were positioned on the outside of the property facing a brick wall and the overall experience for what was meant to be 5 star was a big disappointment. Having just done 15 hours of travelling, I made the call to reception and TUI to say I was disappointed. I was given another option which didn’t justify moving the stuff for 6 people but received a late call to say they had found us another suite on the other side of the resort (villa block 15) The difference in the two sides was like day and night. Since being there, I learnt that 1-14 are reserved for travel agents and 15-21 are privately owned residences that are rented out, MUCH better! We stayed 14 nights and I can honestly say the experience of the wildlife, just soaking up the place we were in, was absolutely magical. The white sandy beach, the clear sea, the pool bar. It was absolutely beautiful. The pool side staff give their absolute all to look after everyone, a special mention to Aracely and Jannet. They really enhanced our stay by being so attentive and accommodating. Unfortunately we had a really bad experience with their ‘Top’ Hotel Manager Ignacio. For some reason, he had made a bee line for my family one evening, first he stated it was due to our dress code as it was ‘beach wear’ (even though everyone in the restaurant was dressed the same) he then said it wasn’t that and accused my 3 year old of throwing glasses around the pool earlier in the day(even if he WAS throwing them, it was all plastic cups and he was 3). When asked for proof, he showed me a 5 second clip of my two boys at the pool, one with a towel wrapped around him and my eldest collecting PLASTIC CUPS from around the pool and putting them on the bar for cleaning. He had fabricated a complete lie and when I said I would put it on all review platforms, he shrugged his shoulders and stated he didn’t care , that he was as high as the management could go so there’s nothing I could do about it. I did push this in the coming days (although I didn’t want to waste my holiday) and did speak with another manager who accepted my comments and said she would look in to it and sort some kind of treat as an apology. Sadly this experience tainted the last days of our holiday and we didn’t ever receive any type of good will gesture or even an apology from Ignacio himself. We still very much enjoyed our holiday, the time share staff were very pushy and with it being our very first time in Mexico, we weren’t in a position to put any type of commitment to a residence there. The variation of restaurants is ok if staying for a week but we found ourselves staying in and ordering room service a lot because other than the Thai, we weren’t overly keen on eating from the same menus every night. Overall the holiday was fabulous, Mexico is real life paradise and I feel we had value for money for the all inclusive with top shelf drink on offer and although repetitive , pool food for the kids every day. I will definitely return to Mexico but I would go to a different resort, only because I feel we experienced everything The Five’s has to offer in the time we were there. A couple of side points: The staff worked really hard on keeping everything clean and tidy. The pool sides were meticulously jet washed every evening. The kids club was great to get the children out of the sun and give the adults a few hours off. The staff were friendly and our children asked to go back.

  Oct 26, 2025