4/10 - Kém
Erick Robert
Đi cùng bạn đồng hành
21/11/2025
Thích: Sạch sẽ
I stayed at this property with my partner during our 10-year anniversary and engagement celebration. While the resort is visually beautiful and offers a variety of restaurants and bars, it fell short of expectations—especially for a property positioned and priced as a high-end, luxury resort. Even with the upgraded Excellence Club, the overall experience felt very average.
The staff and management appeared inexperienced and lacked essential knowledge about the property. We were not provided with any orientation or information upon arrival and were simply directed to the app to figure things out on our own. The main manager, in particular, was unprofessional and dismissive, which was extremely disappointing.
I travel to Cancun frequently and have never encountered this level of service. Although the property is new, that should not affect the quality of hospitality provided to guests.
Overall, the experience did not reflect the price point, and I would not recommend staying here. Save your money and consider taking your business elsewhere.
I also want to give full credit to the staff in the restaurants, bars, and room service. They were genuinely kind, hardworking, and provided the level of service you would expect from a luxury resort.
However, the front desk staff and management were the complete opposite. Their lack of professionalism, attentiveness, and basic courtesy was unacceptable and had a major impact on our stay.
Erick Robert
Lưu trú 5 đêm vào Tháng 11, 2025
