Our family of four enjoyed a five-day stay at the resort, despite an initial room assignment error that was swiftly and professionally resolved with a complimentary $100 credit. The accommodations were clean and well-equipped, and housekeeping services were consistently excellent. The resort itself is beautiful, offering a wide array of activities, including multiple pools, a beach, water slides, an aquarium, a lazy river, and a cenote, all of which we were able to experience. However, while the resort's amenities were exceptional, the overall guest service experience was inconsistent. Many staff members exhibited a lack of engagement, often appearing unapproachable and even unfriendly. One particularly negative interaction involved a staff member at the shaved ice station who displayed unprofessional behavior, including ignoring my requests and exhibiting visible displeasure. This experience detracted from the overall enjoyment of our vacation. It is my assessment that some staff members may lack adequate training or motivation, which is a matter requiring management attention.
Furthermore, a 15% gratuity is added to all purchases. Otherwise, the hotel was excellent; the beach was beautiful, and the slides were enjoyable. We had a wonderful time.