The whole hotel complex is very nice with a lovely beach. The rooms are comfortable, large, well equiped. The entire area has beautifully maintained greenery. I would say that this hotel could be perfect if...

The problem of the hotel is the management and its personnel. To be more precise.. The big dissapointment - I believe for almost everybody is, that after you arrive you realise, that almost half of the sunbeds/swimming pools are designated only for special club members which firstly is for extra money and secondly is for adults only. OK, there is a family part with aquapark - great, but our children are 14 and 16 and the aquapark is only for children by 12 years old... Oh.. There is no information about this fact on the web pages! The other funfact about the family part of the beach is - that unlike the exclusive club part - it does niot have any parasols, so most of the time you don't have a chance to hide in shadow - there are palms but they don't help much. We were looking forward to relax on the beach with a book, but there is no chance - too hot, loud music all the time.. Regarding the mentioned staff shortage - there are so many things, I will mention just some of them we experienced: there is a huge qeue every morning in front of restaurant for breakfast - wau - in 5star hotel? The funfact is - that at the same time the restaurant has many empty tables.. Getting water for any dish (breakfast, lunch, dinner) - is as a miracle - you can not get water yourself, you have to wait for the personnel. Unfortunately the personnel is not often able to not even provide you with cutlery, water? no way... If you have any problem with the room and call the guest service - you can do it 5, 6 times, they always assure you they will help you gladly - but nothing ever happens! Bars at the beach/swimming pool always guarantees you big queue - not only for alcohol drinks - but again for water, soft drinks as well. Beach towels are usually available only by appx 2 pm, later - no chance... This is really not a quality of service of a 5 star hotel...

la playa y alberca para adultos

Pesima atencion de los meseros en el buffet general

The staff were so wonderful, especially Manuel and Ramon, at the adults only pool!

The food at El Gaucho restaurant was really bad. All the other restaurants were OK to good.

the place was very well kept and the grounds were clean

waiting for the buses to get around

The resort was very good, the food was excellent and the location was also excellent

Our room was VERY VERY poor and did not meet our expectations. The room was old, outdated and had a musty odour The ceiling fan did not work and the elevator was broken for our entire stay I would rate the room at 1* or 2* at best We were at the resort hosting a wedding - some of our guests had worse room experience than us. One guest had to request an issue to be addressed in their room 6 times and it still did not get addressed. Another guest's AC did not work for their entire stay (1 week) and the issue was not addressed I would not recommend this resort to any of my friends based on the room we had

the cleaness of the rooms

not all pools were included.

location and staff

furniture outdated

The staff, the beach, the pools, the grounds, the food

Very far to get to the buffet, a la carte restaurants must be reserved days in advance.

La playa.

No habia restaurant d playa o alberca

The food is horrible!!! Not friendly staff in buffet dining. Couldn't get into any restaurants. Bad experience. Very few Americans. The girl at the pool was very friendly and helpful. The small buffet by the kids pool food bad but staff very good.

Look above

the staff is great

the walk to the beach can be a little long if exhausted from other activities

The facilities are great. there is lots to do. Night entertainment was excellent. Beach and pool area very relaxing. Staff super friendly and accommodating. The food at the buffet was really nice and plenty of choices.

wifi working on and off all the time (including in the rooms, pool, beach etc)

- The surroundings of the resort, very green and cared for; - The beautiful beach; - Very spacious. Although there are many people, we never felt it, given the dimension of the space and the surroundings. - The buffet breakfast/lunch/dinner, as a lot of choise , altough it can be a little repetitive if you are staying more than 5 nights.

- Almost all the dring are served in a horrible plastic cups, even to drink at the table or at the bar. - The drinks that are served , except the beer are almost of them are sugar and juice with poor quality alchool in it . - To get to the "Quinta Avenida" you have to get a taxi or walk a lot.

Gourmex and the crepes were the only good food here. Fun kids pools. The beach was gorgeous. It was nice to have a shuttle. The massage and facial from Irma and Jessica were amazing.

Food was horrible.

la playa hermosa

Internet connection should be improved, in the room it is very unstable or not available at all and that is annoying if you are trying to have a Google meeting for example