酒店回复: Apreciada Miriam,Muchas gracias por elegirnos para su reciente estancia en Playa del Carmen.Nos enorgullece saber que nuestra atención personalizada y las instalaciones de diseño sofisticado superaron sus expectativas. El equilibrio entre lujo y sostenibilidad que menciona, reflejado en nuestros espacios integrados con el manglar, es fundamental en nuestra filosofía. Celebramos que los sabores auténticos de nuestros chefs y el cuidado en cada detalle hayan sido parte destacada de su estancia.Esperamos volver a recibirla muy pronto.Un saludo muy cordial,Guest Service Center Management
5.0分
家庭亲子
原文
翻译提供方：Google
非常棒的酒店，我百分之百推荐。
展开
酒店回复: Apreciado Gumaro Coatl, Muchas gracias por elegirnos para su reciente estancia en Playa del Carmen.Es un honor saber que nuestra armoniosa integración con el manglar y los detalles de diseño sustentable superaron sus expectativas. 🍹 Que haya disfrutado tanto de nuestra gastronomía auténtica como de las exclusivas amenidades de las suites refleja el cuidado que ponemos en cada experiencia. Cada calificación máxima en servicio, limpieza y comodidad nos inspira a mantener este estándar de lujo consciente.Reciba un cariñoso saludo de parte de todo nuestro staff. Atentamente,Guest Service Center Management
5.0分
家庭亲子
原文
翻译提供方：Google
一切都非常酷。
展开
酒店回复: Apreciable Sandra María,Gracias por compartir sus comentarios con nosotros.Nos encanta saber que han disfrutado de una estancia relajante y del buen servicio y atención brindados por nuestro increíble staff. Será un placer para todos los que trabajamos acá el tenerlos de regreso pronto para seguir superando sus expectativas.Saludos cordiales.
5.0分
情侣出游
原文
翻译提供方：Google
伟大的
展开
酒店回复: Estimado Huésped,En primer lugar, le agradecemos el tiempo dedicado a dejarnos su opinión.Apreciamos sus comentarios sobre la limpieza impecable de nuestras suites con diseño sofisticado que armoniza con el entorno natural 🌴.Destacamos su mención a las instalaciones que integran arquitectura sostenible y vegetación tropical, reflejo de nuestro compromiso ambiental.Nos enorgullece que haya disfrutado de nuestro servicio atento y las comodidades premium que incluyen amenities de lujo y tecnología de última generación 🍴.Le enviamos un saludo muy cordial, esperando su pronto regreso.Atentamente,Guest Service Center Management
3.0分
家庭亲子
展开
While we wanted to have an amazing stay, several unexpected and troubling issues prevented us from enjoying this resort.
The most upsetting incident involved my brother-in-law's missing wallet. He realized it was gone on the morning of check-out; it contained his Green Card, driver's license, and about $200 cash, and had not been taken out of the room. After the front desk initially reported no luck with lost and found, and we had to submit a costly application for temporary travel documents, we pushed to file a security report. Shortly thereafter, the wallet was suddenly "found" by the pool, a location he hadn't taken it to. The cash was missing. This entire episode was highly suspicious and frankly disturbing.
Beyond the security issue, the service around my VIP booking perks was extremely poor. I had reserved through ******* and was promised a $200 room credit. Upon check-in, this was never mentioned. When I raised the issue, the resort replaced the credit with a coupon book for things like spa and food/beverage. These coupons were then difficult to redeem; we were unable to use one at a restaurant because it was supposedly "not assigned to the room." The resort made it needlessly challenging to receive a benefit we were guaranteed.
To top it off, the maintenance in our building was visibly lacking. We noted unpainted areas, patches on the walls, and ongoing work that detracted from the resort atmosphere.
展开
酒店回复: Dear guest.Thank you for reviewing your recent stay with us.We take security matters seriously and have reviewed protocols following your reported incident. Regarding the booking credit, our team confirms all promotional offerings should be clearly communicated at check-in and we are reinforcing this process. The maintenance work mentioned relates to our continuous improvements to preserve the harmonious integration with our mangrove surroundingsWe hope to welcome you back in the future. All the best,Guest Service Center Management
3.0分
家庭亲子
展开
The hotel itself it’s amazing, and the staff and service is great. The food is very good. It used to be a higher category 10 years ago when it started but I guess they had to go down to keep it competitive. Overall is very good and it offers a lot of options and variety. The kids pool is awesome and the water park was really cool too. My only complain and why I give 3 stars is due to their wildlife - coatis and raccoons. The hotel is infested and they are intense. You can’t leave your stuff unattended for a min before the coatis come a take your food, drinks or even open your bag and still whatever you have inside. They come in masses and they won’t leave you alone. They are a huge nuisance, as you can’t relax by the pool or beach and have to be looking over your shoulder every sec.
Coatis are around during the day and at night you have raccoons roaming the hotel and making a mess everywhere. They have 2 open restaurants and the raccoons come in and jump on the tables and still your food or simply eat your food right on your nose. They are not afraid of people and can be quite aggressive. The hotel has not done any attempt to close the restaurants or do something about the animals despite complains. The servers are tired of working like that. No health and safety of the staff and guests.
Overall we enjoyed our time and we had a great vacation but I think there’s many resorts to pick from at that price that does not have wildlife annoying you all day long.
展开
酒店回复: Dear Guest,Thank you very much for taking the time to write a review.Thank you for taking the time to share your experience with us. We're delighted you enjoyed our sophisticated amenities and culinary offerings 🍴, and that our team's attentive service enhanced your stay. Your appreciation for our immersive natural setting 🌴 aligns perfectly with our commitment to harmonious coexistence with local biodiversity.We’re especially glad to hear your family enjoyed the kids’ pool and water park—creating joyful memories for all ages is one of our top priorities.On the other hand, we sincerely apologize for the inconvenience caused by wildlife interactions during your visit. We understand how frustrating it can be when your relaxation is disrupted, and we truly regret that this impacted your overall experience.Our location within a protected mangrove forest offers unique opportunities to observe native species such as coatis and raccoons. While this connection to nature is part of our identity, we recognize the importance of maintaining a safe and comfortable environment for our guests. We continually adapt our open-air dining experiences through elevated seating and dedicated monitoring staff to minimize disturbances.As proud recipients of the Eco Leaders Platinum designation, we strive to balance environmental preservation with guest comfort. This includes offering secure dining alternatives and guided habitat tours to promote awareness and respectful coexistence.Your feedback is invaluable and will help us strengthen our efforts. We hope to welcome you back in the future and share the progress we’re making to ensure a more seamless and enjoyable stay.We hope to welcome you back in the future.All the best.Guest Service Center Management
3.0分
家庭亲子
展开
The resort is very kid-friendly — our kids loved the Aquazone and the foam party at the pool, and the main areas were nice. Housekeeping did a great job keeping the rooms tidy, but the buildings with the rooms still felt dated, like the décor hadn’t been touched in 15 years. The food was the biggest letdown: salty, repetitive, and not very fresh, and a few of us even felt unwell. Room service was also painfully slow — over an hour wait for things that usually come out right away. On top of that, there was little AC or fans in many spots, so it was uncomfortably hot in the restaurants. Overall, amazing for kids, but the food, dated rooms, and slow service really took away from the experience.
展开
酒店回复: Dear Dyango,Thank you for sharing your experience with us.We regret that your stay was not ideal and that the service and attention did not exceed your expectations.We appreciate your comments and suggestions on the areas that need to be improve. We invite you to visit us again so we can show you the changes we are constantly making.Best regards.
3.0分
家庭亲子
展开
The property and customer service are AMAZING. The only downfall was the food. The food was not good. The amenities for the children are great! My three-year-old was entertained the entire time.
展开
酒店回复: Dear guest,Thank you so much for your kind words! We're thrilled to hear that you enjoyed the property and that our customer service team made a great impression. It’s also wonderful to know your little one had a fantastic time with our children's amenities — we love creating memorable experiences for our youngest guests!We’re truly sorry to hear that the food didn’t meet your expectations. We would have loved for you to share this with us during your stay — our kitchen and restaurant teams are always ready to offer alternatives that better suit our guests’ preferences. We understand that welcoming people from all over the world means adapting to a wide range of tastes, and what may be too much for some might not be enough for others. That’s why we’re always happy to provide options.We hope to welcome you back soon and have the opportunity to exceed your expectations in every way.Best regards
3.0分
其他
展开
Received no VIP benefits even though we booked it as VIP Access. Room cleaning was top notch they were amazing. Super nice and left the room spotless. Ibana Japanese restaurant was a great experience!! Hostesses at restaurants and booking them were not very friendly. Amenities in the hotel shared bathrooms were either broken or dirty. Pools were fun and water park was great. We loved this place 2 years ago. This year was OK.
展开
酒店回复: Dear Jennifer Maria,Thank you for this review of your recent stay.We're delighted our housekeeping team impressed you with their meticulous care in maintaining your sanctuary. Our Japanese-inspired restaurants like Tori and Tokimeku aim to transport guests through authentic culinary journeys.Regarding VIP benefits, our Family Concierge program includes priority reservations and personalized services - we'd welcome discussing your booking details to ensure future visits meet expectations. While most suites feature private luxury bathrooms, we've reinforced maintenance checks in public areas following your observations.Our team undergoes regular hospitality training, though we regret any interactions fell short of our usual warm standards. We remain committed to sustainable practices through energy-efficient systems and eco-friendly amenities as part of our Platinum Eco Leaders commitment.The whole team hope that we may see you again in the future. Kind regards,Guest Service Center Management
各方面都很棒。我的孩子们和娱乐工作人员玩得很开心，有很多活动供他们选择！
食物很棒，设施也像新的一样！
整体服务非常愉快友好！
非常感谢Jorge先生从我们抵达的那一刻起就对我们无微不至的关怀！
绝对值得再次光临！
我推荐您去Bana餐厅，那里有主厨Leandro！太棒了！
说实话，我对这家酒店本来就抱有很高的期望，但酒店远远超出了我的预期。服务、便利设施、设施以及所有的一切，都非常棒。一切都显得很新，食物和服务都很棒。
非常棒的酒店，我百分之百推荐。
一切都非常酷。
伟大的
While we wanted to have an amazing stay, several unexpected and troubling issues prevented us from enjoying this resort.
The most upsetting incident involved my brother-in-law's missing wallet. He realized it was gone on the morning of check-out; it contained his Green Card, driver's license, and about $200 cash, and had not been taken out of the room. After the front desk initially reported no luck with lost and found, and we had to submit a costly application for temporary travel documents, we pushed to file a security report. Shortly thereafter, the wallet was suddenly "found" by the pool, a location he hadn't taken it to. The cash was missing. This entire episode was highly suspicious and frankly disturbing.
Beyond the security issue, the service around my VIP booking perks was extremely poor. I had reserved through ******* and was promised a $200 room credit. Upon check-in, this was never mentioned. When I raised the issue, the resort replaced the credit with a coupon book for things like spa and food/beverage. These coupons were then difficult to redeem; we were unable to use one at a restaurant because it was supposedly "not assigned to the room." The resort made it needlessly challenging to receive a benefit we were guaranteed.
To top it off, the maintenance in our building was visibly lacking. We noted unpainted areas, patches on the walls, and ongoing work that detracted from the resort atmosphere.
The hotel itself it’s amazing, and the staff and service is great. The food is very good. It used to be a higher category 10 years ago when it started but I guess they had to go down to keep it competitive. Overall is very good and it offers a lot of options and variety. The kids pool is awesome and the water park was really cool too. My only complain and why I give 3 stars is due to their wildlife - coatis and raccoons. The hotel is infested and they are intense. You can’t leave your stuff unattended for a min before the coatis come a take your food, drinks or even open your bag and still whatever you have inside. They come in masses and they won’t leave you alone. They are a huge nuisance, as you can’t relax by the pool or beach and have to be looking over your shoulder every sec.
Coatis are around during the day and at night you have raccoons roaming the hotel and making a mess everywhere. They have 2 open restaurants and the raccoons come in and jump on the tables and still your food or simply eat your food right on your nose. They are not afraid of people and can be quite aggressive. The hotel has not done any attempt to close the restaurants or do something about the animals despite complains. The servers are tired of working like that. No health and safety of the staff and guests.
Overall we enjoyed our time and we had a great vacation but I think there’s many resorts to pick from at that price that does not have wildlife annoying you all day long.
The resort is very kid-friendly — our kids loved the Aquazone and the foam party at the pool, and the main areas were nice. Housekeeping did a great job keeping the rooms tidy, but the buildings with the rooms still felt dated, like the décor hadn’t been touched in 15 years. The food was the biggest letdown: salty, repetitive, and not very fresh, and a few of us even felt unwell. Room service was also painfully slow — over an hour wait for things that usually come out right away. On top of that, there was little AC or fans in many spots, so it was uncomfortably hot in the restaurants. Overall, amazing for kids, but the food, dated rooms, and slow service really took away from the experience.
The property and customer service are AMAZING. The only downfall was the food. The food was not good. The amenities for the children are great! My three-year-old was entertained the entire time.
Received no VIP benefits even though we booked it as VIP Access. Room cleaning was top notch they were amazing. Super nice and left the room spotless. Ibana Japanese restaurant was a great experience!! Hostesses at restaurants and booking them were not very friendly. Amenities in the hotel shared bathrooms were either broken or dirty. Pools were fun and water park was great. We loved this place 2 years ago. This year was OK.