Hotel & Villas Gran Vía, Tultitlán

10/10

Exceptional

10 May 2026

Karina Judith

We had the time of our lives and made the most of this all-fun inclusive vacation. Staff were amazing, food delicious, parks as fun as can be and the hotel was just paradise. Loved our room and all that we got with it. Would totall recommend and cannot wait to come back. Asi se siente Mexico en la piel!

Family

6/10

Pleasant

10 May 2026

Italo

Overall, the stay did not meet expectations for a luxury resort at this price point.

The first room assigned was extremely noisy and did not match the river view category booked. This was only corrected after three nights when we were moved to a higher floor in a different building, which was a much better experience.

Certain floors (especially 3 and 5) function as transit levels between buildings, and hallway noise echoes directly into the rooms. For a resort positioned in this category, the sound insulation and room experience fall short compared to similar luxury hotels.

We were also celebrating my wife’s birthday, which was noted multiple times at check-in, through concierge restaurant reservations, and again at the restaurants themselves. Unfortunately, there was never any acknowledgment, which was disappointing considering the trip was planned around the occasion.

The restaurants were overall just average, with some dining experiences feeling rushed rather than refined.

Another frustration was the lack of clear information throughout the resort. Finding restaurants, activities, schedules, or even understanding what certain areas were often required figuring things out yourself. Many places are not clearly identified from the main walkways, which becomes frustrating at a property this large
The resort has beautiful surroundings and a strong concept, but the execution, service consistency, and attention to detail did not match expectations for the price or star level

Partner

10/10

Exceptional

07 May 2026

Jockeylyn

We love this resort, we'll definitely be coming back!! Best resort we've ever been!

Family_with_children

10/10

Exceptional

02 May 2026

youngchan

It was excellent family vacation place

Family_with_children

10/10

Exceptional

01 May 2026

Juliette

Hotel was spotless absolutely beautiful and huge the food was amazing and transport was easy to all the parks loved this trip

Friends

2/10

Poor

29 Apr 2026

Marlon Anibal

stayed here in 2022, awesome experience. now with their mega expansion and not enough employees, not even a decent stay. list was too long. Stay somewhere else.

Family_with_children

10/10

Exceptional

29 Apr 2026

Dana

great

10/10

Exceptional

27 Apr 2026

Arturo

Yes everything was good

Family_with_children

10/10

Exceptional

26 Apr 2026

Jean-Francois

Relaxing and enjoyable for families and couples.

Family

10/10

Exceptional

25 Apr 2026

Luis Escudero

The resort was beautiful and the main pool had the perfect view!

Family_with_children

4/10

Poor

24 Apr 2026

Jordan

Was so excited for this stay and honestly the staff had zero customer service and most were straight up rude. I don’t know if it was because we were Americans or what but that is the sole reason we won’t be coming back. The property itself is absolutely beautiful but extremely huge with no tram or anything similar to get from one side to the other. So it’s hard for elders and small children to walk all day everyday and do the walking at the parks too. Was not prepared for that. We picked an upgraded room when booking and when we got there to check in they advised us that room wasn’t available and they would have to put us in a downgraded room with no refund for the difference. I thought it was extremely distasteful and unacceptable way to handle it. They didn’t apologize or anything just told us it is what it is…. Also you can only book dinner reservations at the concierge desk which they have 15 staff members standing there at all times more than half of them standing around chatting with each other not working and don’t answer the phones when you call from your room to avoid a long walk to the front lobby. When you ask for an kind of directions to get somewhere they act as though you should know and will point in a general direction. Honestly for what we spent I would expect more customer service.

Family_with_children

10/10

Exceptional

23 Apr 2026

Tyeson

Great time with the family went for a wedding no complaints. All the parks being included was great.

Family_with_children

10/10

Exceptional

23 Apr 2026

Xiaoguang

一切都非常美好、我会再来。

Business Family_with_children

10/10

Exceptional

23 Apr 2026

Octavio Martin

Good food

Family_with_children

8/10

Excellent

20 Apr 2026

Chris

Xcaret was an experience. the property is massive and even if you're planning to partake in all of the all-fun-inclusive park activities, you should take a day to explore the hotel's property.
Because there are so many employees, there were some crossed wires with

10/10

Exceptional

18 Apr 2026

samuel D

Good

10/10

Exceptional

18 Apr 2026

Tracy

The rooms are beautiful and the property is extraordinary. Great food and helpful staff throughout the property. You will be lost on the property the first few days. We found we didn’t need to put our request list in for restaurants and walked in regardless but came at a slower time.

Only thing I wasn’t a fan of is not being able to see menus before booking/going into the restaurants.. leading to being in a place we had two people out of three not having any food choices and we had to walk away.

We will be returning and recommend it to anyone who it fits within their budget.

Family_with_children

10/10

Exceptional

16 Apr 2026

wen zhong

very nice hotel love it

Family_with_children

10/10

Exceptional

16 Apr 2026

Christopher

We had a great time and our kids from age 3-9 all had plenty of activities and options to keep them busy!

Family_with_children

2/10

Poor

15 Apr 2026

Jon

They switch my room on arrival. I did not receive what was paid for on reservation and had to accept change since I didn’t have options on arrival

10/10

Exceptional

15 Apr 2026

Hsuan

I had a great stay at Hotel Xcaret México. The all-inclusive experience is amazing—not just food and drinks, but also access to parks, which makes it very unique. The resort is beautiful, surrounded by nature, and the rooms are clean and comfortable. Food quality was excellent, though reservations for popular restaurants can be hard to get. Overall, a perfect mix of relaxation and adventure—highly recommend!

10/10

Exceptional

12 Apr 2026

Arturo M

Excellent

Family_with_children

10/10

Exceptional

12 Apr 2026

Katherine

Amazing hotel and stay!!

Family_with_children

2/10

Poor

12 Apr 2026

Marcella

When we checked in the front desk did not have the room type we reserved (and paid in advance for) , it was a garden view with two double beds. They offered us (and the other family we were traveling with) a room with on bed and a pull out couch. Then they said it would be an extra charge for the room wirh

10/10

Exceptional

12 Apr 2026

Brian

Very nice stay, lots of activities and good food.

Partner

10/10

Exceptional

12 Apr 2026

Ying

all good

10/10

Exceptional

11 Apr 2026

Frances Marie Colon

Excellent, the only complaint is the long lines for breakfast

10/10

Exceptional

09 Apr 2026

Eric

Clean rooms
Staff is very polite
Perfect

Family_with_children

8/10

Excellent

08 Apr 2026

rishma

It is extremely diffivult to get in touch with someone for room service, for simple requests such as towels or water. It is also impossible to get a reservation at one of the restuarants that required reservations

10/10

Exceptional

07 Apr 2026

Adrian

A beautiful resort with nice design and a local touch that makes it one of kind. Very big but with many different sections and a good choice of restaurants

Family_with_children

10/10

Exceptional

05 Apr 2026

Rolando

Had a great family experience. definitely would love to return. too many things to do in one visit.

Family_with_children

4/10

Poor

05 Apr 2026

Patrick

The staff were pretty consistently rude for most of the week we were there. When we would ask for food at restaurants where they were serving at buffets they were consistently rude or acted like we were annoying them or like they didn’t want to be there. It was pretty shocking considering what we paid to be there. We wondered if they were treating us that way because we were Mexican-American and not White. No matter the reason, it was not OK. If you’re looking for a beach, this is not the place for you. The beach is very small, most of it is Rocky, and there was lots of sarga while we were there. We most definitely will never return here.

Family_with_children

10/10

Exceptional

04 Apr 2026

Troy

This is an incredible property. We were able to enjoy the fun adventures at the parks as well as the hotel. Although expensive, if you and your family are adventure enthusiasts, it’s a good deal.

Family_with_children

10/10

Exceptional

04 Apr 2026

KIM

Resort is very large

Family_with_children

10/10

Exceptional

03 Apr 2026

Liling

I agree with Miguel Quintana Pila, Xcret has the best Parks in the world!

Family_with_children

10/10

Exceptional

02 Apr 2026

Nury

Yes everything was great

Partner

8/10

Excellent

02 Apr 2026

Kara

We recently stayed at Xcaret and had a very mixed experience.

The parks themselves are incredible. There is so much to do, and the natural setting makes everything feel unique and immersive. It’s truly an adventure-focused trip, and that part absolutely delivered.

That said, there were a few consistent challenges. The food overall was underwhelming, especially considering the price point. Las Cuevas was a standout and one of the best meals we had, but it was difficult to get reservations. We ended up waiting in line, which worked, but it’s not ideal when you’re planning your days around experiences.

Navigation throughout the parks could also be improved. There weren’t many clear signs, and it was easy to feel unsure of where to go next or worry that you were missing something. In addition, while the staff was kind, there is definitely a language gap at times, which made communication less seamless than expected.

Another downside is that not everything is truly all-inclusive. Some parks and food options are included, but not all, which can be a bit disappointing given the overall cost.

Overall, it was a really fun and memorable trip, especially for the experiences and activities. However, for us, it feels like a one-time destination rather than somewhere we would return to.

Family_with_children

10/10

Exceptional

01 Apr 2026

Alfonso

Clean room and great staff

Family_with_children

10/10

Exceptional

31 Mar 2026

Michael

Make sure the itinerary is received by the concierge

10/10

Exceptional

30 Mar 2026

Sergio Mendoza

Amazing hotel! Family friendly in all aspects.

Family_with_children

8/10

Excellent

30 Mar 2026

Susel

Property is beautiful, so many things to do. Service is great food and drinks also great. Is a green facility on a preserved area. My only concern is that from all 20 pools that the facility has no one is climatized or heated. Depending on the time of the year of your visit especially if traveling with small children this might be a n issue. I believe that for the 5star hotel category at least they should provide this service in one or two of the pools to have options. Another downside is even though they have more than 20 restaurants including 2 buffets some of them for dinner required reservations. When we arrived a lot of the reservations were taken. You have to make those in advance prior arrival.

Family_with_children

8/10

Excellent

29 Mar 2026

randy

Stayed in new section. Everything very clean. People cleaning everywhere. Great smelling bathrooms

Family_with_children

10/10

Exceptional

29 Mar 2026

David

Everything and everyone was excellent.

Family_with_children

6/10

Pleasant

29 Mar 2026

Eugenio

I recently stayed at Xcaret in Riviera Maya and would rate the experience 3 out of 5 stars.
The staff was generally friendly and helpful throughout the stay, with one exception—checkout. Unfortunately, the gentleman assisting us didn’t say a word or ask how our stay was, which felt like a missed opportunity to leave a positive final impression.
The rooms were pretty average, but to be fair, we didn’t spend much time in them beyond resting and sleeping. The real highlight of the trip was the activities. There was plenty to do—cenotes, kayaking, snorkeling, and even seeing exotic animals. Those experiences made the trip memorable.
Food, however, was a bit disappointing. Most of it was very average, and to make matters worse, several restaurants require reservations that we were told need to be made up to six months in advance. We were able to get into Xin Gao due to a cancellation, but unfortunately, the meal didn’t live up to expectations. My pork filet was tough and dry, and the rest of my family’s meals were just okay.
One thing to note—the resort is massive. Bring comfortable walking shoes! That said, I actually enjoyed walking around and exploring the property, so that was a plus.
Overall, we did have a good time thanks to the activities and atmosphere, but there are definitely areas—especially food and reservation access—that could be improved. Give all guests at least 1 reservation everyone deserves that at minimum.

10/10

Exceptional

28 Mar 2026

Elizabeth

Ask about the picture package so you don’t miss out on memories before you get out to the park

Friends_and_family Family

10/10

Exceptional

28 Mar 2026

Brent

Buffet options are often average at best and require identification of items that deserve further attention

8/10

Excellent

27 Mar 2026

GU

cleaning, refilling of mini fridge wasn’t routined. hard to get hold of considered, had to dialed multiple times

Partner

8/10

Excellent

26 Mar 2026

Laura

Los empleados les falta un poco mas amabilidad.
Y hacer bien las reservaciones

Family_with_children

8/10

Excellent

26 Mar 2026

ERICK

This is one of the most beautiful hotels I’ve ever been to. The food is also amazing. That being said, their communication (and Expedia’s) help is very lacking. We tried for a month prior to arriving to make reservations at restaurants were completely ignored. We also tried to get Expedia to help and Expedia was no help either; they just told us to contact the hotel, which was not responsive. We arrived with no reservations for any of the restaurants we wanted and ended up not being able to dine at some of them. For the high price, you would expect a lot more help and attention. I do not think I would use Expedia for this in the future. And I would book months in advance to try to get in contact with the hotel.

10/10

Exceptional

26 Mar 2026

Veronica

Property is amazing!

10/10

Exceptional

26 Mar 2026

Michael

Huge place,and very nice!

Friends_and_family Family

10/10

Exceptional

24 Mar 2026

Natalia

If you expect a huge sandy beach this resort is not for you. But if you’re wanting a variety of pools, restaurants, comfortable seating options, top notch service and breathtaking views this place has it all.

Family_with_children

10/10

Exceptional

24 Mar 2026

Laura

Everything was?amazing. My family and I can’t wait to go again. ❤️

Family_with_children

2/10

Poor

22 Mar 2026

Mohammed

Poor customer service. Food is terrible.

2/10

Poor

18 Mar 2026

Efrain

Definitely overrated. Where do I start.

1) Upon arrival, you would think the check in would be much faster. Plenty of employees standing around which could be helping but aren’t.

2) I arrive at my room which has the walk-out pool and literally walked out to an 8 x 8 one foot max pool. Didn’t even connect to the main pool area.

3) On hotels.com it says (2) queen beds and they stated hotels.com doesn’t know anything about their process. After enough going back and forth, they moved us to the furthest area back which had (2) queen and walk-out pool. I shouldn’t have to spend hours of vacation sorting that out

4) we had a big family with us and they made it extremely difficult for us to eat together. I would understand if seating was limited, but the areas were 1/2 empty. You should accommodate your guests when possible and it was always possible but basically refused.

5) We were booked at the older Xcaret hotel area VS newer area. Newer area looked like a ghost town so maybe so overloaded the old side to make it seem fuller. Not sure

6) you don’t even have good beach access

Overall, I won’t be going back. We’ve been to many other places with less expensive rooms, better views, better beaches, and better service

10/10

Exceptional

18 Mar 2026

Randy

Excellent resort would come again.

Family_with_children

10/10

Exceptional

15 Mar 2026

Stephanie

Lots to do. 6 days felt too short.
Disappointed in water slide area. And poor communication about bus times to parks.

Family_with_children

10/10

Exceptional

09 Mar 2026

Carmen Ayala

Very relaxing

Family_with_children

10/10

Exceptional

08 Mar 2026

Rocio

The ocean was not visible through our room but you have to walk like 10 minutes to get to the other side of the hotel to view the ocean

Family_with_children

10/10

Exceptional

07 Mar 2026

Oliver

Elite

8/10

Excellent

07 Mar 2026

Shelley

We had a great family vacation at Hotel Xcaret Mexico! The place is massive and there is SO much to do.

10/10

Exceptional

05 Mar 2026

Steven

Room was excellent with an amazing view and nice amenities.

Family_with_children

6/10

Pleasant

04 Mar 2026

Bradley

Our room smelled of mildew and the guy tried to gaslight us and insist it was just the room spray. Meanwhile my 4 year daughter is gagging and covering her nose. They did end up moving us into a different room which was good. The staff were mixed— some great and some seemed put out that they had to interact with us. Food was mixed. Lots of additional expenses. Ex 15$usd for a coconut! The facility was super impressive. Kids 3 and 4 loved the play rooms.

Family_with_children

10/10

Exceptional

04 Mar 2026

Sonya

This place is amazing!! Very clean and friendly!

Family

10/10

Exceptional

04 Mar 2026

sandra

I booked the river jump room.$13,800 for 6 nights. On Expedia it shows a pad off the balcony with no railing so u can jump straight into the river. Upon arriving there was no rooms of this type left and gave me a walk in to the river. Would not discount me. Expedia only offered $2k in credit to be used in 18 months. However this upgrade cost me $3600. Also do not believe the concierge’s. They will tell you absolutely anything and everything to get you off the phone if you are wanting information regarding Park hours, and when to catch the bus, go to the bus terminal and look up on their boards do not take the concierge‘s word, too many times they were incorrect.

Family_with_children

2/10

Poor

03 Mar 2026

Maria Teresa

If I could rate with zero I could. The manager Victor Lopez ( that’s what he said ) did not help at all with all the incidents that happened to us.
How to start: it was my 30 birthday and we called many times before coming to the hotel to make sure that the rooms were next to each other (I was traveling with my son, mother and husband) . They promised it would be like this, during the check in time they said that only one room was ready (even if the check in time is at 15h) we were kind enough to say « no worries » we will be back later … surprise surprise they sent my mother 4 floors far from us . The receptionist didn’t want to tell us the truth during the check in time so she just decided to tell us to come back « later « . The tv remote didn’t work at all.. he called and they say they didn’t have another LOL … for the price we paid this hotel isn’t worth it. I recommend staying in another all inclusive and just paying the parks separately. Also… I wouldn’t describe the hotel as all inclusive .. they have many things that aren’t included .
Also at night , (midnight) there was a huge noise in the room. We called the reception and they came 40 mins later . The technicien said it was the filter of the pool or sth like that since our room was close to the central . They turned it off like 30 mins later so we finally went to sleep …..
not to forget that we ordered room service and they confirmed our order by calling to the phone and 40 mins later they called to cancel .

Family_with_children

10/10

Exceptional

02 Mar 2026

josue

This hotel is all inclusive amazing good amenities it’s a beautiful place you will love it we came for my cousins 60 th b day of youte booking check prices everyday our booking was 1400 for 2 per day then ok the day of checking the rate droped to 930 for 2 but it was amazing

10/10

Exceptional

01 Mar 2026

Cynthia

Everything

10/10

Exceptional

28 Feb 2026

Meghan Marie

We had a lovely time - rooms were great, food was great, pools were numerous and lovely, staff was kind and courteous - just an incredible vacation from beginning to end.

Family_with_children

10/10

Exceptional

28 Feb 2026

Jesus

Caro pero vale cada sentabo

Family_with_children

10/10

Exceptional

26 Feb 2026

Roman

Rooms, restaurants, amenities all were excellent.
Only thing that we were not happy about was the time spent on checkin at new phase lobby.
Not sure whether it was just bad timing, cause every other time we managed all we needed very quickly.

Family_with_children

6/10

Pleasant

25 Feb 2026

Kyle

Unfortunately, we felt the hotel was significantly overrated. Across our group of ten, one person in each of the three rooms became sick, and everyone believes it was due to the food. It was also concerning to see staff handling food with bare hands and no gloves. Overall, the food quality was very mediocre. Most restaurants felt like extensions of the buffet, with very few made‑to‑order options.

The property itself is large, unique, and visually impressive. The highlight for us was definitely the waterslides and the lazy river—those features truly make the resort one of a kind.

However, several other aspects missed the mark. There were surprisingly few bathrooms throughout the property, and it wasn’t possible to order food poolside or beachside. Drinks were served in reused disposable-style cups that didn’t appear to be washed well. Room service was extremely slow.

As a family, we’ve visited many all‑inclusive resorts—probably around 40—and this one fell near the bottom of our list, perhaps because we arrived with high expectations. We also realized that very large resorts may simply not be the right fit for us. With food prepared on such a massive scale, the risk of foodborne illness seems higher, and the overall dining experience suffers.

Family_with_children

10/10

Exceptional

24 Feb 2026

Ann

Honestly the best all inclusive we've ever stayed in.

Family_with_children

2/10

Poor

24 Feb 2026

Kris

Requests made 30 days before through their wishlist were not honored. Insane amount of walking to get places. Restaurants all packed including buffets with long lines to get in. You will need tons of patience as you will spend most of your time waiting every where you go including the check in process. Took us over an hour and every single person before us had problems at the desk. A lot of arguing with the staff at check in.

Family_with_children

6/10

Pleasant

22 Feb 2026

annu

Everything was good except the room service . They never came and they claim 24hour room service . We waited for water for hours . Also they charged us a higher amount for the photo package than what was committed initially

Family_with_children

10/10

Exceptional

22 Feb 2026

Alena

Hotel is amazing!!!

Friends

6/10

Pleasant

21 Feb 2026

edward

Food was sub par. Only has one big pool with minimal chairs. Gets crowded quickly.

Family_with_children

4/10

Poor

21 Feb 2026

Jose

1st Room-Door broken and very loud noise

2nd Room- TV non functional and

Room service takes along time

Family_with_children

10/10

Exceptional

20 Feb 2026

Vasileios

This place is amazing….!
The entire resort is beautiful…..the rooms are clean…the food is great and the staff very very friendly!
I already purchased a package to return 😂.
Parks were super fun and kind friendly!!

Family_with_children

10/10

Exceptional

19 Feb 2026

Suhrob

Great place !!!

Family_with_children

8/10

Excellent

18 Feb 2026

Laura

Our 3rd time to Xcaret. Probably our last. Food is fabulous, very clean, tons of parks to visit. Service wasn't as it was previously. Had to call for more water several times. Had to call to refill the fridge & snacks.Ran out of coffee pods for the keurig & called for more, which never arrived. They give out a little tote bag, our room didn't have one. I didn't complain, but for the price of the rooms, would think that the basic services would be taken care of.

Family_with_children

10/10

Exceptional

17 Feb 2026

Angelica

Excellent hotel! We will be returning. The staff was friend and the premises were beyond beautiful.

Things that need improvement:
Room maintenance - we called two nights in a row to request water and more candy in the snack bar. For me common sense if it’s empty refill it but I guess they only do it upon request.
Chocolate ice cream - very delicious but for some reason this flavor is beyond popular and once it’s out it’s out for the entire week.
Chibali restaurant is for children, yet they were the least friendly restaurant. It’s like the staff of the day hated to be there. Idk we just didn’t return there through our stay.

Other than that everything was excellent.

10/10

Exceptional

17 Feb 2026

Kelly Irene

Awesome!

6/10

Pleasant

16 Feb 2026

meihua

Service is poor. Food is terrible quality

10/10

Exceptional

15 Feb 2026

Drew Robert

Great place kind staff

Leisure Partner

10/10

Exceptional

13 Feb 2026

Jenifer

Best hotel I’ve ever stayed that! The service was amazing and the food and drinks were great! I have nothing negative to say about my experience there

10/10

Exceptional

13 Feb 2026

Janine

The resort was absolutely wonderful! We were a family of four with 2 kids under 7 years. Our room was clean with a pool and outdoor patio. We enjoyed going to the parks and exploring the property. The food was really good overall and there were plenty of great options. We loved the cave dining and beach front places. There was so much to explore and do just on the property. We had a great time and will go back again.

Leisure Family_with_children

10/10

Exceptional

13 Feb 2026

Steven marcus

This was the best holiday ive ever had . The staff was wonderful
The room was perfect .

Leisure

10/10

Exceptional

13 Feb 2026

Guadalupe

Left the customer service

10/10

Exceptional

12 Feb 2026

Natalie

The best

10/10

Exceptional

10 Feb 2026

David

Room was clean staff was amazing and everything was readily available at any time! Food throughout the entire resort was excellent

Leisure Family_with_children

10/10

Exceptional

07 Feb 2026

Noemy Feregrino

Everything was a 1000/10 perfect

8/10

Excellent

06 Feb 2026

Candy

The room was great, clean and neat… however I did not like the fact that the bath tub takes aver 40 minutes to fill up which was disappointing. I also did not like the fact that there is bottled water which is not refilled every day unless you request it and even when I requested it.. took a whole day to get it. The restaurants were great however the need to make reservations ahead of time is kind of a hassle and you cant make it there is a fee you must pay. Otherwise the pools and amenities were great, staff were very nice and helpful.
In the other hand the membership sales pitch I was not expecting and took way too long, they were very pushy about us getting it and made it very frustrating when we declined it.
The parks on their own were very nice and yet many of the activities were not included in the “all inclusive” package which defeats the whole point of an all inclusive so there is that. The photo package was worth it though to be honest.
The transportation was always good and on time. We had a good time overall however the hotel needs some improvements in my opinion.

Leisure Partner

8/10

Excellent

05 Feb 2026

Andrew

Weirdly the best hotel ever, you do pay the price, swim up was worth it with two young kids

However still some mixed reviews

10/10

Exceptional

03 Feb 2026

Kurt

Great rooms, very helpful staff, and transportation to the the parks was convenient and easy to use.

8/10

Excellent

02 Feb 2026

Ariana Joy

I’m sharing this so other families can make informed decisions.

I booked two rooms through Expedia:

Room 1: Two adults (myself and my 14-year-old daughter) and one child (age 6)

Room 2: Two adults and one infant (age 3)

At check-in, hotel staff stated multiple times that children under five are free. I asked why, if that is the policy, the three-year-old even had to be listed as a child—especially since Hotel Xcaret’s website does not allow you to enter infants under five separately during booking.

Despite acknowledging the infant was free, staff insisted she still “counted” as the only child on the reservation. As a result, I was charged over $2,000 for my 6-year-old son, even though a child was properly listed and my Expedia confirmation PDF shows additional child pricing of about $334, not thousands. I was also told that even if we reassigned the child designation, the charge would still apply. No adjustment or compensation was offered.

Additional issues:

Over two hours waiting for rooms after check-in time

Staff were unfriendly and dismissive when asking for clarification

This resort markets itself as family-friendly and luxury, but this experience felt misleading and inflexible, particularly for families with children of different ages. I will be pursuing this with Expedia and submitting documentation. Families should confirm child pricing in writing before arrival.

Leisure Family_with_children

4/10

Poor

02 Feb 2026

Cesar

To much to do, not enough time, last night they didnt leave candes and no TV service, i call to fix and nobody aswered

10/10

Exceptional

02 Feb 2026

Crystal

This place is truly one of a kind. Every square inch was thought out to the smallest detail. One of the most beautiful hotels I've ever visited. I love how the parks are included and easily accessible.

Leisure Family

6/10

Pleasant

02 Feb 2026

David

Hotel is beautiful, it’s huge and super kids friendly but not worth what you pay for. Paid 14k for 8 nights for 2 kids and 2 adult for a swim up room and I understand the hotel is in the jungle and there’s going to be bugs and animals but didn’t expect to be dealing with cockroaches the first night. I like to unpack as soon as I check in specially when it’s a lot of days so I didn’t expect to be having cockroaches in the closet that night after unpacking specially around my kids clothing . I did call reception area and they sent someone to spray bug chemicals and seemed to have fixed the issue but Also for it to be a top hotel the time share is where it threw me off they are super pushy with trying to get you to become a member even when you tell them no they keep on insisting and keep sending different workers to try and talk to you and convince you. I took this trip with my family to relax not sit around for 4 hrs to listen to someone talk and convince me to become a member.

4/10

Poor

30 Jan 2026

Ailyn

Something else

Leisure Family_with_children