5-Star Hotels in Quintana Roo, Mexico

There is a zoo on Cozumel Island across from the hotel, where several manatees are kept. The manatees are well taken care of. The keepers only feed them fresh lettuce leaves, and the unfresh leaves are peeled and sent to the hotel to make lettuce salad. 1. The food is terrible. Even the most difficult steakhouse to book is average. The waiter in the restaurant is impatient to ask you to order quickly. 2. You can only book dinner after checking in. If you go late, all restaurants are likely to be fully booked. 3. The room service is slow and unpalatable. 4. The distance from the room to the lobby is far and you have to take a battery car, but you have to wait a long time for a battery car to appear.

My main complaints are for the service and instruction I experienced during my stay. We were told it is peak season (a week after Easter vacation) so they were being busy. After we checked in, no guideline/instruction were given. We did not know which restaurants require a reservation, how to do room service, the location of the activities. Therefore we missed a lot of chance to receive the 'ALL-INCLUSIVE' service. We were planning to join an activity, but we could not find it. We asked 3 staffs and finally one staff led us to the avenue. Similar situation happened many times, staffs are unsure about most of the things. In the restaurant, we ordered foods and they took us over 1 hour to arrive. We requested for drinks or utensils they just simply forgot. With the poor hospitality, I don't recommend this resort if you want to have peace in mind during the trip.

The property was amazing. You feel like you're in a paradise in the middle of the jungle. The food was great and the service was top notch. Only thing was some people had a bit too much fun at the pool and had accidents that made everyone evacuate the pool for cleaning, but there are other pools and lagoons that you can relax in to make up for it. Make sure you try the fish tacos at the restaurant by the beach and the roof vegan restaurant was also great for breakfast. Also make sure you go to XPLOR.... it's so well made... and we had the most fun there. We regret going to Xelha... you go there in the morning and you're stuck there until 4pm where as XPLOR you can go back an forth freely. We regret not trying the other parks that were a part of the resort.

This hotel was in a great location. We stayed in the non-updated part but only because we wanted a larger room. The hotel offered to upgrade us but we wanted the room with a tub. We loved our stay there and would definitely go again!

I love the scenery! The atmosphere is great and the pool is great too! However, replies are so slow that it is very difficult to communicate via email.

Loved my stay here! Went with my siblings and my boyfriend and hard the best time there! Lovely room and food were amazing!

The room with one large bed and two small beds is nice. The hotel pool is also nice, although there is no infinity pool. I personally feel that the experience is average. The food in the restaurant is average. The Italian restaurant is mainly about the presentation, and the food quality and taste are a little worse than some Italian restaurants. Teppanyaki is mainly about the chef showing off his skills, which is more fun, and the food is very average. I don't know if it's due to time, the seaside was very windy and rough during the few days we went there, and this section of the beach was not very smooth. I wanted to go snorkeling, but the waves were too high, so I couldn't do it for a week. Snorkeling in the Qizi area is a matter of luck. But the hotel can go to an inner bay of Carmen for snorkeling. We just snorkeled in Cozumel, so we didn't go to Carmen again.

Really nice hotel, there is nothing to complain about and we would come back anytime. Only drawbacks: - Service staff, especially in the restaurant, speak no or very poor English, which makes communication difficult - Only tiles in the rooms, which means the floor is not so comfortable. One or two carpets would be nice here, which would give the whole room more ambience

We are here on vacation. The facilities are great, but the service and management are terrible. 1. We booked an ocean-view room but were given a room with a roof view instead. The ocean view was completely blocked. We were told we couldn’t change the room because there were no available rooms. We had to stay in the roof-view room for one night until a proper ocean-view room became available the next day. No price difference was refunded, and we only received some snacks and a bottle of wine as compensation. 2. While we were sleeping in our room, a hotel staff member entered without our permission. This happened at 7 p.m., even though the room had already been cleaned in the morning and we did not hang a “cleaning required” sign on the door. We were extremely angry as this left us feeling shocked and unsafe. When we reported this to the front desk, they claimed that rooms are cleaned twice a day, which sounded strange since we’ve never encountered this policy at other hotels. We are unsure if this explanation was true. 3. The phone in our room was unable to connect to the front desk for three consecutive days. We reported the issue on the first day and were told it would be fixed, but it remained broken until we left. We never saw any maintenance staff come to repair it. Each time we needed to contact the front desk, we had to go downstairs.

I recently stayed at this hotel and noticed a few areas for improvement: 1. There was loud noise from what seemed like an exhaust fan outside, requiring the balcony door to be closed for quiet. 2. The room was very humid, and I hope the hotel can add a dehumidifier system. 3. There were too few power outlets, and the ones near the bed were awkwardly placed behind the bedside table, making them hard to reach. 4. The hotel had a noticeable damp smell in both the rooms and hallways, and ventilation was necessary to reduce it. 5. The Wi-Fi was slow and unstable, which was inconvenient. 6. As for the restaurant, the food tasted average, with the grilled meats being too salty. It would be great to see more breakfast variety, especially in terms of bread and sugar-free yogurt options.