Service is incredible and the scenery is amazing. Hector who worked in entertainment did a phenomenal job with the resort activities (Pool Zumba , stretching, crafts, etc). It was a perfect anniversary trip.

N/a

Beautiful property. Courteous staff!

Staff selling property promotions!

The resort was all inclusive. The breakfast and dinner buffets were excellent every day. In addition, this resort included approximately 16 restaurants onsite. Needless to say, all the different nationality foods were delicious. Also, our concierge Fabian Valenzuela was perfect for us. He continously ensured we had everything we needed. He exceeded our expectations.

Didn't realize the city of Playa del Carmen was so big. Therefore, you needed a taxi to all tourist sites. But, we loved the hospitality so much that we do plan to return to the city one day.

This hotel is top. Architecture is great, food and drinks, staff, etc.

The one thing is that some guests were putting their own loud speakers in the pool area which is annoying.

Great food and drinks, staff very friendly and helpful, super comfortable rooms.

I loved everything

very accomodating

bathroom locks keep getting stuck

loved the resort very plush

We didn’t like many of the restaurants especially the Mexican ....you would think being in Mexico this would be the best ... uses of language on the menu with words such as rind and lard was rather off putting. we ended up walking out and getting a room service burger. also having to use phones to access menu and info was very unhelpful at check in they failed to inform us to book restaurants for our stay .... the first night we ended up almost not being able to eat.

My first all inclusive so I don’t have much to compare too but I thought it was fantastic. We stayed in the adults only area. We got in early evening and had a really easy check in. They offered us snacks & drinks (beer, water, soda, etc) during check in. The resort was really pretty, very clean and I loved the aroma therapy everywhere. We never had a problem finding food. Really enjoyed our dinner at Bana and Blue Agave, where I paid extra for lobster, yum. We were there mid March and there was seaweed at the beach , none on the first few days, then it started to come in. The pool was awesome, I was happy it was not heated, it was very refreshing to get in, but I may have felt different if we hadn’t had perfect warm weather.

My only issue is we booked 2 rooms with double beds and it said “subject to availability” when I booked my reservation with Booking.com. The resort was clearly not full while we were there, so there was definitely availability for two full beds but at check in they said it would be an extra $139 per night, per room. I was there with my mom and adult son and daughter, so having separate beds was important for my adult kids. They gave us two king rooms and brought a roll away bed for the kids room and my mom and I shared the king bed in the 2nd room.

amazing beach zone, clean and big pool, absolutely fantastic service, many restaurants inside the hotel and not far from downtown area.

nothing not to like in this beautiful hotel

Beautiful hotel with a long swimming pool all around the hotel. The rooms are very large and confortable.

A big disappointment. - We started by not liking the service when we tried to contact the hotel to find out the best way to get there. After several attempts and a long wait, we were informed that they could not help us with the transport because we had made the reservation through booking... They did not indicate a taxi/transfer. We decided to stay at The Reserve for the first few days. It was a big disappointment: - No one explained to us how the reservations worked or presemted us the resort facilities. - The Concierg assigned to us had booked restaurants without knowing our preference. He could just contact us before our stay. When we tried to change the restaurant from the first day, other restaurants were closed and one of them was paid. Nobody helped us book another restaurant and nobody informed us that not all the restaurants are open every day. - Very weak animation. Almost non-existing!! And all the "animation" ended at 23:00. Only 1 party during the entire week we were at the resort. Very poor for an "Adults Only" hotel. There wasn't a single party for only adults. - The pool intended for "The Reserve" guests would theoretically be heated. It wasn't heated. - Despite saying that there is 24-hour room service, they only serve alcoholic beverages until 11 pm. Nobody informed us in advance of this. - On one of the days we decided to book dinner on the beach. They forgot the reservation. In addition, they charged the dinner twice when we checked out. They did not admit the mistake at first and only when we asked to speak with the manager they admitted that there was a mistake in our bill. - They never apologized for a single mistake. - Overall, the restaurants were nothing special and the quality of the drinks was poor. In conclusion, we were super disappointed with the way we were treated and found it very expensive for what it offers. We also don't see any advantage in staying at "The Reserve".

The facilities of the hotel are amazing. The pool and the access to the beach.

- We started by not liking the service when we tried to contact the hotel to find out the best way to get there. After several attempts and a long wait, we were informed that they could not help us with the transport because we had made the reservation through booking... They did not indicate a taxi/transfer. We decided to stay at The Reserve for the first few days. It was a big disappointment: - No one explained to us how the reservations worked or presented us with the resort facilities. - The Concierge assigned to us had booked restaurants without knowing our preference. He could just contact us before our stay. When we tried to change the restaurant from the first day, other restaurants were closed and one of them was paid. Nobody helped us book another restaurant and nobody informed us that not all the restaurants are open every day. - Very weak animation. Almost non-existing!! And all the "animation" ended at 23:00. Only 1 party during the entire week we were at the resort. Very poor for an "Adults Only" hotel. There wasn't a single party for only adults. - The pool intended for "The Reserve" guests would theoretically be heated. It wasn't heated. - Despite saying that there is 24-hour room service, they only serve alcoholic beverages until 11 pm. Nobody informed us in advance of this. - On one of the days we decided to book dinner on the beach. They forgot the reservation. In addition, they charged the dinner twice when we checked out. They did not admit the mistake at first and only when we asked to speak with the manager they admitted that there was a mistake in our bill. - They never apologized for a single mistake. - Overall, the restaurants were nothing special and the quality of the drinks was poor. In conclusion, we were super disappointed with the way we were treated and found it very expensive for what it offers. We also don't see any advantage in staying at "The Reserve".

Food and Room

Boring for an adult only, not able to eat at any of the restaurants because reservations. No activities for adults. Bad quality liquor for the price