What We Love
- From personal Jacuzzis on private terraces to over-sized canopy beds on the beach, you'll relish every moment at this resort.
- There are two, huge, free-form pools that occupy more than 30,000 sq. ft. between the main buildings of the resort and the beach.
- Consider pampering yourself with the "Labyrinth of Sensations," located at the hotel's state-of-the-art spa.
Things to Know
- The resort is approximately 40 minutes from the airport
- The spa offers special packages for couples, as well as for pregnant women.
- Maximize your vacay hours by checking pick-up times on scheduled transfers.
- Accommodations as selected.
- All meals and beverages, including national-brand, alcoholic beverages.
- Taxes and gratuities.
Location
Playa del Carmen - BeachProperty Information
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Resort Details
Dining
Amenities
Activities
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Resort Fee – (Leave Resort Fee information if travel is still current.)
Customer Ratings & Reviews
TripAdvisor Traveler Rating
12569 reviews
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Mar 31, 2020Amazing Vacation!
Overall I had a great trip. I loved the food, pools are beautiful, the hidden lagoon was a true gem, staff were incredible, entertainment was enjoyable, and the room was wonderful. I would go back again.
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Mar 29, 2020Best entertainment staff & pool atmosphere
My family (2 kids aged 14 & 10) travelled from March 11-march 18 2020. This resort was so much fun for our family of 4. This was our 5th time in Mexico and this resort , hands down, had the best entertainment staff we had experienced. There were so many activities for everyone to do from 10am-5pm. There was always a game of volleyball, water polo, dance lessons, pool side competitions (football throws, Frisbee throws etc) all day long. My kids had such a fantastic time. Alexandra was THE BEST entertainment staff we have had in 5 years of travelling to Mexio. Always up for any game, knew my kids by name, and kept the fun going for our entire trip. The music at the pool was also excellent, Victor the DJ was amazing . The rest of the entertainment crew were also fantastic - they were the best staff we came into contact with at the resort. We would definitely return because of Alexandro, Victor and the rest of the entertainment gang. Thank you for making our trip memorable. food was great- i have a vegan and a gluten free family member both had no trouble finding food to eat at all meals. beach - as other reviews have mentioned, not the best, however, my kids like to pool atmosphere better, so we knew this when we booked, we were not dissapointed because the pool was awesome, huge, lots of places to sit and again, amazing entertainment. we knew because of reviews that there was a lagoon a 10 minute walk away (also, entertainment staff take you there)- it was beautiful clear blue water, gorgeous, worth the walk. staff- the entertainment staff the best, guys working the beach bar - meh. I have had much better at other resorts. However, each day at lunch they set up a hamburger/hot dogs/fries area to grab quick food.. the gentleman working that bar- Carlos - he was excellent :) Service with a smile and he always remembered my drink order before i could even ask. cleaning staff - super helpful, we don't need our room cleaned every day but every time i needed more water, drinks, toilet paper, towels etc, they were quick to deliver. a la carte's- we only ate at the mexican and the italian. both were decent, excellent service. we have been to other resorts where they ask that the men wear pants to these a la cartes but don't follow through with making sure the men are wearing pants. my husband wore pants (just in case), then we saw another man walk in in shorts, a few minutes later he was brought a pair of pants to put on over his shorts. so, wear pants :) a wonderful experience because of Alexandro, Victor and other pool entertainers - will definitely be back. Thank you Alexandro- we miss you already - especially Brady :)
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Mar 28, 2020A heavy drinkers delight
Dont normally do reviews but needed to get it off my chest, We arrived 14th March 2020 Easy check in smilling faces all around taken to block 6 first floor that was fine for us, garden view partial view of the pool, Room nothing special good size wardrobes, iron, hair dryer, safety deposit included. We are easy going so all fine, AC worked well, so we unpack and out for a look about. Close to room pool bar/buffet restaurant close to room, Pool. went to main buffet service good wine ok food good.. Main bar is the Black and White show bar not the best ! first evening a punch up most people very intoxicated we called it a night, slept well but up early due to time diffence, had a walk down to the beach. nice walk gardens well kept Buffet near beach and main pools all looked lovely until 2 women started fighting in breakfast buffet unsure what was cause but by now we thought we were in the wrong resort. Beach awful sharp crushed coral not sand 50yrds in either direction sand is golden and soft not sure what the difference is but worth the walk as you can not swim from hotel beach its like brown sludge again short walk away its fine but your swiming outside of other hotels ?? work ongoing at beach trying to bump sand onto beach but not working also building jetty's Swing bar at beach/pool great idea if you like to sit with very intoxicated people I like a drink but my god some were filling tumbers of wine and drinking them like soda at 10am so by lunch time falling around. I understand why fights were happening no restrictions at bar they were encouraging people to drink shots. I undersatand its a hotel and people can enjoy themselves but we travel a lot and have never seen a fight in an alleged 5* AI never seen so many sercuity personal but they are needed Back to the review All buffets (3) were good. Al a Carte ok service was good food very plain food. Entertainment Karaoke not for me. Main bar was called Black and White strange bar didn't understand the thyme neither did the staff but smelt of stale alcohol and vomit. We had to change our arrangements and had to extend our stay by 2 days to match up with new flights. Hotel had a occupance of 30% at this time, all Canadian and most Americans had retuned home no new clients were arriving, the hotel had closed 2 out of 3 buffets 4 out of 5 al a cartes and 2 out of 4 bars, had stopped filling the mini bar, service was very poor around the pool. We had to move room as they were closing block 6 and move us to block 5 (upgrade they said) with a partial sea view. We were told they were going to turn the water and electric off in block 6 so we had no choice . We were put on 4th floor of block 5 same room as previously had but the lifts were awful graffiti flooring worn and smelly no ice machine on 4th floor ice machine broken on 3rd floor no ice machine on 2nd floor and ice machine on 1st floor broken so no ice. The hotel charged us full rates for the extra 2 nights even though the hotel was now run right down. poor customer service! From this point hotel started to pack things up, shops closed, sun beds all stacked 24hr food stopped, games machines all covered in cling film water coolers taken off bars replaced by large bottles of warm water. Food got worse No entertainment at all Some hotel guests organising quiz's just for something to do on a night This was supposed to be a 5 star no way. I totally understand that these were exceptional circumstances but we paid for services that were removed to the point were we felt they want us out.
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Mar 28, 20203 star hotel mascarading as a 5 star!
First of all I'm not really the type of person who would leave a negative review on a media platform because I find it can be generally over critical. This is not a review more of a warning for what's in store. My partner and I feel we have completely conned by this hotel out of the 5 star money we have paid. I have traveled to many destinations throught the globe and stayed in different rated hotels.. this was by far the worst. I have previously visited a hotel in Riviera maya which was 5 star averaging the same cost and it was far superior. The hotel was affected by the lack of tourists due to the corona outbreak. The hotel management handled the remaining guests poorly closing 90% of the amenities and services leaving us with nothing.. first and foremost I get the economic reasons but I paid for the amenities.. no refund or compensation was ever mentioned. However I will base this review on the first week which was operating as normal. The beach.. see pictures attached.. a horrendous stinking dump, black water, see weed, sewage pipes left strewn on the sand. Not only was this unacceptable for a 5 star resort but a risk to guests heath and safety. We were told the beach was being developed.. how long has this hotel been open? Yet work is still ongoing?. again not what we paid for and certainly not warned prior. Food.. average, good days bad days, not 5 star. Rooms.. We had 3 room moves.. says it all, poor decor, faulty toilet, leaking hot tub flooded the balcony, light fixings loose, damp patches, damaged mirrors. We originally were moved because the hotel wanted to keep all guests in one area, promised a complimentary upgrade which I ended up having to request as they tried to actually downgrade us.. in return I got a suite full of faulty amenities. Demanded a 3rd move then eventually gave up when I realised all the rooms were as bad. Staff.. Probably the only positive, service was a bit slow at times but they were polite and did their jobs well. Excluding reception which on arrival could have made us feel more welcome. General comments.. Few fights with drunks during the first week. People who cant handle there alcohol need to be told when to stop and refuse to be served until the following day. Drinks are served in these old plastic cups that stink. Not the 5 star pretty cocktails i have enjoyed in the past. A lot of areas were taped off around the pools as work appeared to be ongoing although I seen not 1 worker attend the areas in 14 days. Entertainment.. Evening entertainment is very dated and limited. There is a serious lack of places to drink or relax considering the size of the resort. The main black and white bar is horrid. Reminded me of a cheap bar in benidorm. Please be careful with your hard earned holiday money as other hotels for the same price are far superior. Blue bay you need to up your game. I will be perusing compensation with my travel agent. Regards Darren Please be careful with your hard earned holiday money as there are resorts with much more to offer. Blue bay you need to up your game. Best regards Darren
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Mar 25, 2020
Meh...
Got a decent price on this resort so we decided to go with it. The best thing about this place was that is wasn’t busy at all.... but that probably had more to do with the time we were there than anything. If it was at full capacity I would have been very disappointed. The room was nice looking (had a single) but there was a cockroach in our room when we got there... and saw one again when we were packing to leave. The mini fridge has 1 type of local beer in it, some waters and sodas. Also, you only get the good alcohol if you’re a timeshare owner so be prepared for well drinks. Food was not great. For starters, they tried to tell me tuna was foi gras and a circular cut of bad sirloin was fillet minion. Awful. All of the meats at breakfast tasted weird to me. Food was either overcooked or undercooked and nothing was done exceptionally well. I think this was in attempts to cater to all of the different countries that vacation there, but their Mexican food was even bland at best! The beach is a mess also. Super murky water with a ton of seaweed and when we went they were pumping sand back onto the shore which looked like it might be a permanent thing there. We didn’t even go in the water at the resort because of this, just the pool. Speaking of pool, that’s ok accept for they close the pool at 7pm!!! No swim up bar since it’s family friendly, and no hot tubs. The cabanas were all reserved for those who own timeshares there and the poolside pergolas were all taped off because it looked lime they had all been damaged somehow. Yellow and red Caution tape around 90% of the pergolas that provide shade. Bright note is there’s plenty of deck space. Service here was ok. No one stood out for being great and some were even pretty rude.... one guy at the pool came over to us and another couple to ask if we wanted anything to drink which we gratefully accepted. He was the first person to do this since we had been there- and this was on our last full day of the trip.... 20 mins pass and no drinks so we go up to the bar only to see him chatting with other workers, spot us standing at the bar, and then proceeded to hide behind one of the other workers. Another night we were at the black and white bar and a server came up and took our order then brought our drinks back. There was about 8 of us and all together we gave him a nice tip for that one time which we didn’t have to do (all tips are technically included here). When we needed a second round of drinks one of the ladies who was sitting with us saw him standing at the bar and talking and asked if he could come back and he just flat out said no. Super rude in my opinion. It’s not like they were busy either.... Save your money, go someplace else. We left the resort many times just so that we could go to decent beaches and have good food. This is definitely bottom of the barrel for all-inclusives.