2/5 Poor
Verified traveller
Travelled with partner
12 Jun. 2021
Disliked: Staff & service, amenities, property conditions & facilities
It looks amazing at first sight but any amount of time spent there is disappointing. The front check in staff are rude and unwelcoming, the suites are nice but don’t expect the private pool to be private, some are right against the road and the bushes are so thin that anyone can see through. The amenities are decent but the tv system they use for room service does not really work and the channel would change after about 5 seconds regardless of what channel you select. The food was average at best and the main buffet is garbage not really any local food or anything worth eating twice from any of the real restaurants. My wife got us the romantic dinner for $300 which was advertised as a private cenote but it is right next to the employee parking lot and the main road so it was noisy and busy, our table and silverware was coated with ants and the time was moved from 8 to 5 the day before with no explanation. All of the pool bars close before 8 and the only bars left open are in the restaurant or in the lobby. While it says adults only it is connected to the Palladium which it shares the large pool in the middle which was full of kids. When we checked in we never received any information about Covid testing and when we tried to schedule it later ourselves the front desk was very condescending and gave us the wrong information multiple times. We had to make multiple trips and spend hours trying to get a test completed with no communication or help from staff.
Stayed 5 nights in Jun 2021