The Fives Beach Hotel & Residences - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

18283 reviews

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  Ruined our honeymoon!

  For our honeymoon, we booked with Virgin to go to New York, then Mexico. The first part of our trip was great. Up until we arrived at The Fives. Check in is stated as 2pm. We were unable to access our room until nearly 4pm. Having travelled from a rainy New York we were not dressed for the heat. We were not offered anywhere to get changed, just had our luggage stored for us. At 3.30 we went to reception to complain. Finally was taken to a room that the cleaner was still cleaning. The floor was wet and slippery as we went in and the whole place smelt damp. We specifically booked a penthouse suite so we could enjoy some time alone in our rooftop hot tub, so this was one of the main reasons we chose this room. The whole rooftop area was dirty, not what we expected for what we paid. The hot tub was dirty, rusty and just horrible. As we had a long journey and were tired and hungry. We only stayed in the room briefly before we decided to get cleaned up and changed for dinner. The whirlpool bath tub looked great so I ran a bath. As soon as I tried to empty the bath it flooded the whole floor, so was unable to empty it. This made the floor a huge slip hazard. My husband used the shower, and found the glass door was unstable and swung freely both ways so was unsafe. We later found out another guest suffered cuts as a result of the shower door in her room. The partition doors between the kitchen/living area and bedroom area were hanging in a way that trying to close them could cause them to fall off. We went for dinner, watched the entertainment for a bit and was so tired we just went to bed. We reported the bathtub on our way to breakfast next morning and it was sorted out by time we returned to our room. We thought as it was dealt with so quickly we'd give them the benefit of the doubt and try make the most of the room. We cleaned the hot tub with towels and filled the hot tub. It had broken buttons and a broken plastic fan cover that ripped my swimwear when I sat in it. We'd had enough now and upon inspecting the whole suite properly found it was awful. The oven was not fitted properly and had a huge gap, it flashed displaying an error code, the patio doors did not close properly and the fridge had definitely seen better days. We complained to reception and we're offered another room. We packed up all our stuff and moved to another room. It all seemed ok. We decided to check everything and take pictures. We inspected the kitchen as the fridge wasn't great in our previous room. Upon opening the dishwasher to make sure it was at least clean and undamaged (as we'd heard stories of the hotel trying to charge customers for damage that was already there), water gushed from it and flooded the entire room. It did not stop and even flooded below. I was distraught by time they had stopped the flood, and just wanted to leave. They cleaned up the water and offered us to either stay in the room once they'd dried it out (which we did not want), so they moved us again. The room was fine apart from obvious water damage to the ceiling in the kitchen area. There was no way we were packing up and moving again. It was getting late at this point and we just wanted to go to dinner. What your not told is when you go to a restaurant at this resort, they prioritise members and book out most of the restaurants in case they wish to use them. We were given a buzzer and told we have 15 families ahead of us for a table and to wait till the buzzer goes off. We complained and were told we need to get there early to get in a restaurant. We told them most of our evening was spent moving around rooms! They then managed to get us a table straight away. At this point myself and my husband are arguing and snapping at eachother due to all the stress on our honeymoon. Next day (day 4) we decided to make the best of our remaining time here and spend sometime in our hot tub. It didn't work!! More stress upon us. Later that afternoon they sent maintenance to try fix it. It had gotten dark and had 4 people working on it by time it was sorted. During this time I did not feel comfortable having a bath and changing for dinner as there were people working in our suite. We we're again late trying to book into a restaurant for dinner and facing another long wait to eat. We complained again and a table was found. Staff then decided they would offer us the option to book our meals for our final few days. We did this. They also tried to offer us one bali day bed at the beach which we declined as we felt they were trying to force us to accept these things as compensation. They also offer these to guests who agree to a meeting about becoming a member or buying a property. We had heard from other guests that if you do you would be subject to pressure sales. We were constantly told our complaint was with management and not to worry. On the day we checked out my husband told reception giving us a late check out was the least they could offer us. They tried to make him sign a form saying we accepted this as settlement of our complaint. He said no and specifically wrote on the form I only accept as small part compensation. He asked where a manager was, as we were told one would speak to us by time we check out. The receptionist was pretty rude and said one is not available, that we just had to wait for them to get in touch. The supposed Virgin 24 hour resort support who takes 36 hours to get back to you booked us a taxi to travel to the airport for our journey home. They even failed to tell us our terminal had been changed, so we were dropped off at the wrong terminal and had to scramble to get ourselves and luggage to the correct one. We raised a complaint with Virgin when we got home. They contacted the hotel who have never contacted us since, despite having our email address and they lied and said they gave us 2 Bali beds and $300 as well as a complimentary late check out. This wasn't just a holiday for us, it was our once in a lifetime honeymoon. We only got 3 days use of a private hot tub we specifically wanted. As beautiful as the resort is, if you get a dodgy room don't expect them to care. Some people love this resort, but they've been lucky and so far haven't experienced the poor service when you complain. Talk is very cheap at this resort. Saying we're very sorry and want you to come back and give us another chance means nothing as soon as they have your money and your on your way home.

  Nov 15, 2025
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  Very enjoyable stay

  Location good Friendly atmosphere and staff Rooms attended daily a bit tired deluxe room was more like a standard Good value Some restaurants were closed on our stay Food was very good in the flavours buffet restaurant 5th avenue a short taxi drive away Lots of good excursions to go on

  Nov 14, 2025
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  Great Resort at a Fair Price

  A nice property in a good location with very friendly and helpful staff. The newer buildings are much nicer, especially the adults-only pool. The main pool can get crowded and noisy. Most of the food was also above average for an all inclusive resort.

  Nov 13, 2025
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  The Five Beaches Experience.

  The staff was very friendly, our room was clean. The environment was nice, lots of trees. Reasons why I would never return to The Five Beaches are; The food quality was poor. The chicken was so tough and I couldn't even cut it. The restaurants were packed and we had to wait up to 2 hours with kids and ended up eating at the buffet. The prime seating around the pool had Bali beds which we had to rent for close to $300.00 U.S. per day. This was the same for the beds and chairs by the beach. Not enough beach chairs available. If we wanted to use them we had to pay extra, which was, very expensive and frustrating since we had already paid so much money to stay at this resort. Lots of empty chairs that we were not allowed to sit on. The convenience stores prices for the products was completely outrageous. For example 4 bags of chips was $75.00 U.S., sunscreen was $80.00 for a small size. To sum it up, the resort was not as advertised. Don't be fooled by the advertising.

  Nov 13, 2025
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  Short staffed

  Not enough bar staff. Standing in line took forever at the beach bar, gave order to runner and never delivered. This happened several times even after tipping.

  Nov 13, 2025