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Located along the famous Riviera Maya just a few miles away from Cancun's centre, guests enjoy the exquisite beauty of the Located along the famous Riviera Maya just a few miles away from Cancun's centre, guests enjoy the exquisite beauty of the Caribbean Sea and can easily explore popular destinations on the Yucatan peninsula. This beautiful resort is designed and inspired by the Mayan culture in this historic birthplace the Riviera Maya. The hotel offers a rich and varied collection of dining options that feature fine cuisine from all over the world. The property offers both buffet and à la ...More details
Check-out ends at: 11:00
Terrible Customer Service and Policies!
Reviewed 6 december, 2021
I have booked this property for a small gateway with my wife, before the holidays. Unfortunately, my father passed away and instead, had to fly to Europe for a funeral. I have contacted the hotel through the travel agency which booked the property asking to cancel my reservation and for a full refund due to circumstances. I have even submitted the death certificate of my father. The hotel declined my request and due to their "policies" refused to refund my money. I'll never, ever put my foot at any of the locations of this chain, again. Contacting this property over the phone without speaking Spanish is no starter to begin with. I have contacted their call center (somewhere in Europe), and never have received a response.
Nice Resort but needs a better maintenance department
Reviewed 6 december, 2021
The resort has good food and drinks, a nice ice cream station at the beach but their maintenance department could be better. It took 6 times to get our air conditioner fixed to stop leaking from the ceiling. Each time we were told it was fixed but not until the final time. The beach is beautiful and the seaweed problems of the past few years seem to be much better. You do have to get up early to ensure you have a beach spot especially if you want a palapa for some shade.
Beautiful as always!
Reviewed 6 december, 2021
Our stay was fantastic. We stayed in the Oceanfront building and had a great view and access to the pool and beach. The only thing we missed was the hammocks that were there previously. My daughter loves them & hopes you bring them back. We appreciate that Iberostar is very aggressive about sustainability. They have not used straws for years and have now transitioned to community water filling stations. We also bring a "camp" water bag that holds about a gallon of water because we drink alot of water each day. The entertainment team and Kid's club team are great & don't pester you if you don't feel like joining a particular activity. They find fun ways to keep guests engaged. The evening shows are good and now they have added more than one time option. Our daughter loves these shows. The a la carte restaurants are difficult to obtain reservations & seem to take a long time to serve food. Probably because some people/cultures like to draw out the experience, but we'd like to be able to order eat/go in about 45-50 minutes. The buffets are not bad for this option but the food is not quite as good in all cases. They added a bar to the pool area to allow for shorter lines waiting for drinks. The bartenders are all very nice and willing to help whatever the customer wants. Our rooms were cleaned each day except one where they came later & we just asked for towels. I like that they are leaving nicer non-stemmed wine glasses in the rooms. I wish that they would bring back the room service. We loved to get a pizza and bottle of wine to enjoy from our patio/balcony as a late afternoon snack. I hope that comes back soon. Also, be aware they they are only offering 2 COVID tests/room. We had to pay for the 3rd ($35). At check in, we were told we may have to pay it, so I had planned to charge to the room if that were the case. However, it is a different entity so I had to go all the way back to get my credit card. It was a very nice vacation & we will return!
It was just OK for us.
Reviewed 2 december, 2021
It is easier if I write a pros and cons list and follow up with specifics at the end of this review. Pros: the grounds are clean, nature inspired, “mini jungle” was so cute.. turtles, peacocks, monkeys and more The every day staff were friendly, hospitable, hard working. Always a friendly greeting when encountered (this was the best part of this experience for me) The specialty restaurants we tried were good - we did Mexican, Japanese, and Italian - wasn’t able to reserve the Smokehouse, they were booked through our five day stay( even though we tried ) The beach and pool was nice. Beach chairs were plentiful, but the shade huts were limited so get there early, it’s first come first serve. Nightly Entertainment was OK. Cons: Drinks were watered down Rooms outdated - tile floors are very slippery when wet !! I have mobility issues due to balance disorder and utilize a cane , we were initially given a room on the third floor NO ELEVATOR without any regard to my disability. When I expressed it would be difficult they moved us to a room on the second floor (that’s all they had for our first check in day) . We also did not get a king bed as requested and had two full beds for accommodation. The next day they moved us to first floor and still two double beds. Said we could wait until the next day to get a king room. I was over it by then so we dropped it. Move three times for five day stay? I think not. The toilet also was not working in the second room. These are things that should be checked when preparing rooms for guest. They also only give minimum towels and one wash cloth - you have to request additional. Beach entertainment was scarce and boring .. Finally, the worst experience of all was being greeted upon arrival by overly friendly sales staff trying to entice us to attend the Iberostar member pitch party. We agreed to an appointment and they went out of the way to pick us up at our room bright and early. We get there and we are told we may be there for 2 hours and we did have another appointment later. My husband stated he would not miss our testing appointment if they were to run over time, and abruptly our “invite” was shut down. The rude man that seemed to be in charge actually came over and commented if your not going to stay the whole time you can leave - he also stated “what the hell did you come for then?” I have hearing issue and I didn’t catch this comment as clearly as my husband did. He electively told me exactly what was said after we had left because I would NOT had let that comment go unaddressed!! It was rude! Unnecessary! And y’all are the ones stalking guest to come and allow you to badger them into buying in to your sales pitch!!! I would never want to be a member of this phony club !!! Finally, I have to say my 3 stars were all for the regular everyday staff .. and the up close experience with the cute monkeys. I wouldn’t go back again.
Beautiful grounds and hotel
Reviewed 28 november, 2021
Beautiful grounds and hotel. We stayed here for a week over Thanksgiving. The buffets were all very good, we loved the pool side bars and snack food, french fries, hotdogs hamburgers, nachos. We really liked the archery, and the mini soccer/football pitch, next to the tennis courts. We did some of the morning Boot Camp classes at the gym, and my husband lifted weights, and appreciated that there were free weights and a bench press. The number of wildlife/animals walking around on the premises in the little mini jungle was amazing. The rooms are very nice, and there is a mini fridge.Bring a little mini tube or cheap raft to use in the ocean. Less than half a mile down the road is a Starbucks, pharmacy, gift shops. It was about a 1.8 mile walk along the beach into downtown Plano Camen. The shows in the evening were very entertaining, and it was nice to sit down and watch the performers and have a drink. The entertainment crew at the pool and beach have a lot of energy and get people out of their chairs to do things. Overall a very nice relaxing vacation.