8 January 2023
Beware of scams at this property
Easily one of the most disorganized, unpleasant and lackluster experiences we’ve ever endured. This is a timeshare resort that advertises on Expedia and other websites as an all inclusive resort. The only reason they use 3rd party affiliates is to generate leads and pitch you on signing up for a prepaid vacation package, or “not a timeshare,” as they would put it. Communicating with the staff was extremely painful. It turns out that most of the staff cannot speak enough English to answer basic questions. Instead of pointing us towards someone who can help, they would invent a response in hopes that we would walk away and not continue the conversation. They hit us with a bunch of extra charges when we went to check out for things that we were explicitly told were included at no additional charge. When we tried to dispute this everyone behind the counter just looked at each other confused while our taxi, and flight, were waiting. They prevented us from leaving the property until we settled all outstanding charges. So I reluctantly paid and had to go through the process of disputing the charge through my credit card company. With the sheer volume of available properties between Cancun and Tulum, it would be safer to simply pass on this one. If you do come to this property, be sure to keep any documentation, receipts or written proof that what they’re offering is included with their all-inclusive package.
Kayla, 7-night trip
Verified Hotels.com guest review