This was our 23rd visit to Mexico, and unfortunately the worst hotel we’ve ever stayed at. We arrived on the 28th with All-Inclusive Adult Scene, but staff were rude and unhelpful from the start.
We were told there were five restaurants available by reservation, yet after trying for several days, we couldn’t get a single reservation. The only people who helped us were those wearing purple tops (not hotel staff)—they were kind and professional. Thanks to them, we finally got a reservation at the Teppanyaki restaurant, which saved part of our trip.
Special thanks to Erika (manager), Martin, Manuel, Chef Efrain, Willy (adult reception), Lidia, and Defanty—they showed what real hospitality should look like.
On December 31st, I went to the children’s reception to express my frustration after three days of trying to book a restaurant. The staff member responded, “This is high season, you can’t expect any less.” His response made me cry. We spent $12,993 on this hotel and paid an additional $135 to upgrade the room, so this treatment was extremely disappointing.
New Year’s Eve was also frustrating: special menus cost $69–$149 per person, and tables near the show were over $600, despite paying all-inclusive.
One positive note: Sarahi, who serviced our room, was very kind and helpful.
Save your time, your money, and the disappointment.
