"Overall, we enjoyed our stay. The hotel was beautiful and clean, and the staff was generally good. I gave it 3 stars because, for the amount of money we spent on two rooms, I expected a higher level of luxury and service.
During the first two days, we had difficulty finding a server to bring drinks and food. For our family of seven, including three young children, this meant we had to get our own drinks and leave the pool to pick up lunch ourselves. The food was good, but it lacked a more authentic flavor.
I also found the staff repeated attempts to schedule a meeting with the concierge frustrating. From day one, I made it clear that I was not interested, but I was still contacted for the next three days about dinner reservations, off-property activities, and eventually a timeshare presentation. Since I had paid full price and have a busy everyday life, I simply wanted to spend my free time with my kids and family.
The most disappointing part of the trip was not being allowed to sit near the pool because we were not members. If I had known this was a members hotel or timeshare property, I would have stayed elsewhere. It made us feel like second-class guests. I’ve stayed at other upscale properties near Playa del Carmen where the service was excellent and there weren’t so many rules of what is included in our room-price as simple as where we can sit in the pool area and limitation to the menu with sur-charges. Also, the beach was not as beautiful as other part of Cancun."
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