Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
17402 reviews
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Mar 29, 2025Wish we had gone somewhere else
First the good: beautiful property. the property is big so there’s lots of options of where to spend your days. The beach, the party pool, the quiet family side. There’s alot of staff around so they can point you in the right direction for things. 5min walk to the maya museum and ruins and convenience stores. Was $20 taxi up to the central zone where the shops are. The wifi was decent throughout the property, not to stream videos but sending messages was good. There was a decent amount of chairs available, generally can still get one until 9am which is better than many, also, there’s lots of grass areas and sandy beach to put your towel down so even when we didn’t get a chair, we were still comfortable. We had a sunset view room which is the lowest category but I loved it. The sunsets were beautiful, and from what I could tell all the rooms were the same anyways. The bad: all the advertised amenities only apply to the pyramid status which you don’t know until you get here. There was also a $100 tourist fee on checkin, that’s excessive. Ive only ever paid maybe $10-$20 for 2ppl. I don’t know what that fee was for but it was a nasty welcome after standing in line so long too. No activities was a bummer, no bocce/bolleyball/cornhole etc. there was also no bathtub in the room, not a dealbreaker for us, but disappointing. The ugly: no coffee maker in the room?!! What?!! No blenders at the bars?!!! WHAT?!!! One bartender at each bar and no pool/beach service (also only for the pyramid) makes for very long lines to get awful drinks. Again, no blenders, I just can’t with that. Who goes to mexico all inclusive and doesn’t want a margarita or a pina colada! Cmon!! Edit:one bar had a blender but it’s in the beach club area so I didn’t know we could go to that bar. Beware the crazy drunk 20yr olds in this area though haha. One small elevator for the whole wing (about 300rooms). The second elevator was broken. Seldom got to use it, which is fine for us able bodied, many other people who couldn’t take the stairs had horrible waits. Food: general status only gets the buffet and one restaurant (bahia). We were only able to get in once during our 7day stay as it was booked all week so we were forced to eat the foul slop at the buffet all week. We are simple people who are easy to please but this was intolerable for even our simple taste. Every other resort we’ve been to, we seldom go to the restaurants and have always enjoyed the buffets. This was beyond bad. There are little/no options for any kind of dietary restrictions. Thankfully there was always fresh fruit available. Big topic of conversation amongst the people we met was how bad the food was. The lineups to check in and checkout are crazy. You need to download the app to make reservations at the restaurant and supposedly to request mini bar/housekeeping etc but I couldn’t get it to work and never got a restock of the water.
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Mar 28, 2025Christmas holidays!
We have been meaning to write a review for a while to commend Salvador on the concierge service in Palmar 2. We had problems with our neighbours on our last night of stay, which Salvador sorted out for us by giving us another room to make us feel more comfortable. Service like this makes a guest feel seen and heard, and this made a huge difference to our final night’s stay. Thank you Salvador. ☺️🙏🏽
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Mar 24, 2025
Terrible food and leak floors.
Our room has leakage. Only one soap bar for 3 persons. The food are terrible! Over cooked or not cooked enough. Two or three options of desserts and sometimes no desserts at all. Not good for family as it has loud party music all day. The beach has limited seating. Dont visit during march break, many college students are loud and will bang your door during the night.
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Mar 22, 2025
A mixed bag
Room was run down - door was too small for the frame leaving an inch open at the top. Broken tiles on the floor. People screaming in the halls all night - maybe they were high? Ran out of water and have asked three times for more. The coffee maker doesn’t work and we asked for replacement but hasn’t happened. Many of the people don’t really speak english. Cheap food ingredients were used - guacamole was out of a bucket, melon was not ripe, desserts didn’t use real whipping cream, chicken wings still had feathers on them, nachos at the Mexican restaurant had fake orange cheese sauce poured over. The pools were nice and they mostly kept the partying at one pool on the far side of the property so it was easy to avoid. The pools need more shade areas. Okay beach but ocean waves were treacherous and two people needed help because they got caught in the rip.
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Mar 21, 2025Great Spring Break
The other reviews are way too dramatic. This hotel sits on a GORGEOUS beach and has like 5 different huge pools. The drinks are strong and just book with the Pyramid or upgrade to the black band to get to use all the amazing restaurants. The buffets and restaurants were actually so good and the staff is amazing. Beautiful resort.
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