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Reviews

8.0

Very good

8.7/10

Cleanliness

8.6/10

Staff & service

8.2/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

2/10 Poor

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

10/10 Exceptional

Amazing rooms and property! Staff was attentive to every detail. Check in was smooth and easy.
Jonathan, 5-night trip
Verified Hotels.com guest review

4/10 Fair

Not worth the price
The hotel has very nice spaces and good staff. However, it is NOT worth the price. The food was sometimes cold and the buffet had no variety, we had one day with no water or electricity, they ran out of beer by the pool two days, the shuttle bus was sparse, we weren't told how to look for the daily activities. I don't know how they have the stars that they do but you are better off paying less and staying somewhere else. We had people in our group that had no A/C in their room and some whose rooms were flooded. Also, it is not all inclusive, they charge for cabanas, specialty coffees, and ice cream among other things. I feel cheated. I know they may not be able to control this, but the beach is ugly and dirty, there is a public entrance right next to the hotel so it isn't really private.
Graciela, 6-night family trip
Verified Hotels.com guest review

2/10 Poor

Brianna, 5-night trip
Verified Hotels.com guest review

2/10 Poor

Go anywhere else. Inconvenient location if you want to go anywhere besides the resort. Toilet is separated from the shower by smoked glass. Staff is rude. Beach is disgusting.The photos are misleading. Food is terrible! The restaurants are all show and no substance. I can’t stress how bad the food was. The beds had bugs. Go anywhere else.
Verified Expedia guest review

2/10 Poor

Verified Expedia guest review

10/10 Exceptional

I was very happy with our hotel room. The hotel was very clean with multiple pools and restaurant selections. The customer service was fast and friendly. Shoutout to Antonio our server at the buffet and the rest of the buffet staff for being so friendly and thoughtful. Our bartender Carlos from the adult pool was the best. He even made a Carlos special tequila shot for my husband's birthday. Andrew from the Japanese restaurant was also an amazing server. Lastly, I would like to thank Xavier for helping us book all the restaurants and trips we went on upon arrival to the hotel. Overall, we had a great and relaxing trip at Fives Beach Hotel. I would highly recommend spending your vacation here.
Verified Expedia guest review

10/10 Exceptional

As a Gold Expedia, they gave us a free room upgrade and champagne for my husbands birthday. We were beyond impressed with the hotel/property for our vacation.
Verified Expedia guest review

8/10 Very good

My only major complaint is that I requested two double beds instead of one king and when I arrived to the property I was told that was not an option. I just wish I was told that when I originally spoke with someone so that I could have made other arrangements. They did upgrade my room which was a bonus. Otherwise, there were a few maintenance issues but overall my stay was wonderful. Everything about this property amazed me.
Verified Expedia guest review

10/10 Exceptional

Verified Expedia guest review