We arrived at this resort yesterday, and while I don’t usually leave reviews, I feel it’s important to share our experience as we’ve visited all-inclusive resorts in Mexico more than 20 times and this has been our least satisfactory stay for several reasons.
1. We specifically chose this resort for the infinity pool, but as shown in the attached photo, the water level is significantly lower than expected. This feels misleading, as the website images clearly showcase a full infinity-edge pool. In addition, the pool has been closed for two days due to chemical issues, and there are no warning signs posted—our children nearly entered it unaware.
2. The property appears much more luxurious in photos than it does in person. In reality, it is worn and in need of maintenance and repair.
3. Service has been disappointing. Although we have consistently tipped, even simple requests such as wine refills feel like a burden to staff. That said, the employees seem overworked and the issue appears to stem from understaffing rather than individual effort.
4. One smaller but frustrating issue: I asked whether the sports bar would be showing the Bosnia vs USA game today (I’m from Bosnia so this is the highlight of my sports life 😂). I was told they were unsure and that I could watch it in my room. While I understand they may not always be able to show every event, the lack of a clear answer was disappointing. If it won’t be shown, we are happy to make other plans, but the uncertainty was frustrating .
Overall, my intention is simply to inform future guests, as the experience so far has not matched what was advertised. I’ve asked to speak to a manager and our concierge, Diana, said they would call me. It’s been 24 hours and no one has reached out.
