The Excelton Hotel

10/10

Exceptional

11 Mar 2026

Claire

The food was amazing, spotless swimming pools, great live music and a gorgeous beach Really a beautiful place.

Family_with_children

10/10

Exceptional

11 Mar 2026

Allyson

Amazing. This was my 4th time at this property and it exceeds my expectations each time.

Friends

6/10

Pleasant

09 Mar 2026

tianshu

It’s not fully Ocean view room , some time tower is not clean and cup has others lipstick on. Restaurant always tastes different even you order same thing at same restaurant. Staff - most are friendly, sweat corner staff always not have smile - seem not like this job may be too busy.

Family_with_children

10/10

Exceptional

07 Mar 2026

Catherine

Property and grounds were very clean. Staff was very nice. Restaurant staff understood about food sensitivities and worked very hard to accommodate

10/10

Exceptional

06 Mar 2026

Sangkyu

Good

10/10

Exceptional

03 Mar 2026

Amy Lynne

Our multigenerational family enjoyed everything about this resort! The staff was friendly, and accommodating, and the service was impeccable in every venue including housekeeping. Our junior suite was luxurious and so comfy and clean. We enjoyed a combination of the beach and pools each day...so fun! Food was outstanding, and beautifully presented, and it being all-inclusive made the stay so easy! Our gluten free and dairy free family members had so many delicious choices! It truly was a tropical paradise, and the amazing staff made it even more so. Highly recommend!!

Family_with_children

8/10

Excellent

02 Mar 2026

Harkirat

Always stay here but we needed accommodation for another few days due to canceled flights but they would not allow us to stay in one room (2 adults and 3 minors) as we have done in the past. We have been coming over 8 years so we felt very bad that we did not matter.

Family_with_children

8/10

Excellent

02 Mar 2026

Dana D

Pools and hot tubs were cold.

Family

10/10

Exceptional

26 Feb 2026

Courtney Stephanie

beautiful resort, love the finest group of hotels

Family_with_children

10/10

Exceptional

23 Feb 2026

Jonathan

Report was spotless. The staff was welcoming and went out of their way to go the extra mile.

If you are traveling without kids spend the extra on the excellence club. Our junior suite was wonderful.

Partner

10/10

Exceptional

20 Feb 2026

Erin

Wonderful resort and a great trip. Perfect balance of approachability and luxury. Great for families. Only thing I wish I had known ahead of time is that the bathroom layout is open- awkward for a family of four. But otherwise no complaints! Would go again.

Family_with_children

10/10

Exceptional

20 Feb 2026

Lena

We traveled as a family of 3 (my husband, daughter and 3.5 year old), and can safely say this was one of our best family vacations. For starters, the resort is beautiful and the staff were all so wonderful and friendly. Most importantly, the amenities for children were absolutely perfect. My daughter had multiple outlets to play: the age-appropriate swimming pool (one smaller one for younger children 0-4, and another for 3+, and another for older kids which we did not go to). She also leveraged the very conveniently located kids clubs that were near the restaurants. There was an active schedule daily (music, shows, etc.), and other amenities such as the gym were great and well maintained too. I would absolutely come back here, or explore other locations of the Finest resorts. Thank you to their staff and management for such a wonderful experience

10/10

Exceptional

20 Feb 2026

Brian Cesar Alejo

Always an amazing location

10/10

Exceptional

19 Feb 2026

Aiza

Great stay

Partner

10/10

Exceptional

17 Feb 2026

John

Very good

Partner

10/10

Exceptional

14 Feb 2026

Edward

The staff, the rooms, the food and the atmosphere were absolutely fantastic! We are already booking for later this year.

10/10

Exceptional

14 Feb 2026

Serge

What a beautiful resort. Clean room, amazing landscaping, food was excellent and the staff pleasant and helpful. We will be back.

Leisure Family_with_children

10/10

Exceptional

13 Feb 2026

Holly Ann

Everything was absolutely perfect. The room was beautiful and spotless. The beach area was fantastic. The food was delicious. Every single member of the staff was so kind and welcoming. I could go on and on about how wonderful this resort was— the fabulous drinks, the yummy snacks everywhere, the fun nightly shows and music — but I’ll just say that literally everything was perfect for our relaxing getaway.

Leisure Family

6/10

Pleasant

11 Feb 2026

Tejal

I have been to better resorts.
It felt very Americanized, I have never heard a Mexican resort play all English music it was awful. There was no pool side vibe no Spanish music at all, the washrooms had better music playing. The buffet felt like it was cutting cost and was not open for dinner. The rooms were great and the beach was beautiful. The food at the seafood place was amazing. The teppanyaki dinner show was lacking, I wouldn’t call that a show at all, 30 sec in the beginning and that was it. No pool side entertainment, games or fun atmosphere. We did the aqua classes, instructor was nice but could not change the music so there was no hype. It was odd trying to workout to Savage Garden.
I expected more of these basic things for the price we paid.

Leisure Family

10/10

Exceptional

09 Feb 2026

Sheila R.

Every single thing about this resort was absolutely fantastic. We are already in the recess of rebooking for a longer stay.
The food, the rooms, the entertainment… perfect for us.

Leisure Partner

8/10

Excellent

07 Feb 2026

lindsey

The staff were soo accommodating and nice. Very clean rooms! The food could have been better.

Leisure Partner

8/10

Excellent

06 Feb 2026

David Robert Raymond

Very clean and spacious rooms. Staff were all amazing. Whole resort was spotless. There were a lot of activities for kids and adults.
Unfortunately it was a cool week in Cancun and the pools were not heated.

Leisure Family_with_children

2/10

Poor

03 Feb 2026

Adel Saleb

I booked 7 days package with Expedia, and because of arctic weather we missed the first two days. Thus we paid for 7 and only stayed for five days. The hotel is refusing to pay Expedia for those days.

6/10

Pleasant

03 Feb 2026

Masoud

The resort was clean until Sunday, but after that everything changed. The staff seemed tired and inattentive, and the overall cleanliness declined. The buffet was disappointing—very repetitive, with little to no variety—and since it’s essentially the only option for breakfast and lunch, that became frustrating quickly. Be prepared to be disappointed with the food.

Dinner at the restaurants was just okay, nothing special. On top of that, the wait times were long: about 40 minutes to be seated and another 40 minutes for the food to arrive.

Leisure Family_with_children

4/10

Poor

02 Feb 2026

Dusica

Room had wear and tear. “Rooftop pool” was not a pool, but a jacuzzi. The paint was chipped in the tub and it was pretty gross. Lamp was beat up. They were doing construction on the room by us every day which made it not enjoyable to use. We had paint fumes, dust, and buzz saw noise.
Bathroom had body hairs on trim (not ours). Daily cleaning of room was inconsistent - first few days we had enough towels, but second half, we did not receive replacement towels.
Food was very mediocre and we had food poisoning halfway through the trip from most likely the Italian restaurant which really put a damper on everything.
The main pool was closed multiple times due to people getting sick in it, which I’ve never experienced in a resort before and found it very alarming - maybe others had food poisoning?
Excellence club was not worth it. Not really sure what special privileges we received. I will say the service at the beach was worse on the Excellence side compared to the Finest side. The beach was also not great and had a good bit of seaweed compared to neighboring properties.
Common room bathrooms were not maintained in main lobby for towels to dry hands.

8/10

Excellent

02 Feb 2026

Pamela

Rooms are very spacious. Well stocked fridge with drinks and snacks.

6/10

Pleasant

01 Feb 2026

Linda

The resort was Okay. Clean, friendly staff and plenty things to do. The food, not so great. Make sure you bring your own bug spray and sun block if you don’t want to pay $27 in the resort gift shop.

8/10

Excellent

31 Jan 2026

Lisa Nicole

Staff is amazing! Only reason I'm giving it 4 stars was because the pools were freezing cold.

Leisure Family

10/10

Exceptional

30 Jan 2026

Tongtong

Very good.

Leisure Partner

10/10

Exceptional

30 Jan 2026

Samuel

The service was excellent. The culture of the people that works there was great. It was very clean. Perfect for families and small children. Buffet was great and many a la carte restaurants available as well. The kids club was such

10/10

Exceptional

30 Jan 2026

Sanguk

Great staffs

10/10

Exceptional

30 Jan 2026

Michael

This was absolutely the perfect family stay. I have no negative things to say about the hotel, it is meticulously maintained, has excellent food and drinks, staff are nothing short of incredible, and we felt extremely well looked after.

Thank you to Fernanda (gym), Isidro, Margarito and Osiel, amongst others for looking after us so well.

We never usually return to the same area, but we would happily come back here in a heartbeat.

Friends_and_family Family

2/10

Poor

29 Jan 2026

Amged

Check in was horrible,no open Buffet at dinner for no reason,staff was too short and it takes forever to get even water,poor food quality ,very expensive for no reason

Leisure Family

6/10

Pleasant

29 Jan 2026

Julie

Very upset they said we owed more money! They said we only paid for 1 person vs 2, so we had to pay another $550. This is my 1st time using Expedia and not very happy! We were already there for a wedding and just wanted to extend trip. We had no hot water one day & no water at all the morning we were heading to airport!

Leisure Family

10/10

Exceptional

29 Jan 2026

Tricia

Clean room, beautiful beach, pools and bars everywhere

Leisure Family_with_children

10/10

Exceptional

29 Jan 2026

Junho

Great Staff

Leisure Family

10/10

Exceptional

28 Jan 2026

Sahil

Good resort

10/10

Exceptional

28 Jan 2026

Yevgen

Clean room, staff, amenities, food in restaurants.

10/10

Exceptional

26 Jan 2026

Amaury

The food was amazing!! The service was also great, everyone is so nice. The rooms were very clean and we had a good vacation.

Leisure Partner

2/10

Poor

24 Jan 2026

Erald

A

10/10

Exceptional

24 Jan 2026

Frederick

The staff literally cleaned the room every time we left. They are courteous, kid-centric, and especially kind.
The rooms are top notch and the swimming area and amenities are first class. My family and I go annually, and we would highly recommend for both singles and families. They have the capacity to serve all.

Leisure Family_with_children

8/10

Excellent

20 Jan 2026

Michelle

Lots of great amenities for families with kids. Kids Club was amazing, thanks to all the girls there.
Food is good, but was better a year ago. Seems blander now.
Pools are nice but would benefit from heaters during cooler months.

Leisure

6/10

Pleasant

20 Jan 2026

J

Yes

Partner

10/10

Exceptional

18 Jan 2026

Ibrahim

We had an excellent stay and couldn’t be more impressed. The resort’s app was incredibly effective for quickly locating open restaurants, bars, and activities—super convenient throughout the day. The Imagine Club was a huge value for our family, giving our kid a fun, safe place to play and socialize while we enjoyed some downtime. Food and drink services everywhere and even on the beach were prompt and delicious, the Mexican-themed day at the theater was a highlight, and 24/7 room service was consistently fast and well-prepared. Concierge services were outstanding, with a cab to town arranged quickly and effortlessly, and airport transportation to and from the hotel was perfectly organized and on point. Most of all, the staff stood out—cleanliness was top-notch, and whenever we needed anything, the team was efficient, friendly, and eager to help. Highly recommended and definitely going back soon.

Leisure Family_with_children

10/10

Exceptional

16 Jan 2026

Joy

Room staff amenities food. Just a great stay !! Highly recommend!

10/10

Exceptional

15 Jan 2026

Mohammad

Loved the layout of property, modern rooms with gr8 space. Pristine beach as well

10/10

Exceptional

12 Jan 2026

Jonathan

everything amazing

8/10

Excellent

12 Jan 2026

Priscilla

Room was amazing. The food was hit and miss but overall still satisfied compared to other resorts I've been. There kids splash area was large there were multiple spaces and water parks

Leisure Family_with_children

10/10

Exceptional

12 Jan 2026

Stacy Ann

Everything was beautiful

Leisure Partner

8/10

Excellent

10 Jan 2026

Stanley

Clean room, friendly service from most servicr staff

4/10

Poor

10 Jan 2026

Hanif

The hotel did not care that we were Platinum status Expedia members and that it was a VIP hotel. They refused to consider an upgrade to a better room, saying we had the largest room in our category. They did not understand that, if available, upgrading to the next class up was what we would get, since they are a VIP hotel. They kept implying that booking directly through the hotel was better than going through Expedia, even though we said we chose this hotel because it was an Expedia VIP hotel, and we get perks as well. We were tired after a long journey with 2 small kids and spent 45 minutes with the check-in person going in circles. We got frustrated and just took what they had so we could start our vacation. The hotel was good, but the lack of having an advantage as a VIP hotel was frustrating. I don't know if Expedia actually has VIP status there, or if they are just ignoring it.

Leisure Family_with_children

6/10

Pleasant

10 Jan 2026

Michael

We have visited Finest Resort four times over the last two years and unfortunately won’t be back. We’ve been very loyal to their brand and definitely don’t feel the loyalty has been reciprocated. More of just a money grab. This last trip, my wife and I were celebrating our wedding anniversary and it wasn’t acknowledged by the resort in any way. Service was subpar and food wasn’t what it previously. Not even close. Lots of better options in the Cancun area for the price.

Leisure Partner

10/10

Exceptional

09 Jan 2026

rakesh

Restaurants were nice

2/10

Poor

07 Jan 2026

Abhinav

Horrible food, buffet runs out of food and never gets refilled. Same food every day. Service is super slow and understaffed. Not worth the money. Kids area is so far away from the main pool and beach area. Not expected from an excellence brand.

Leisure Family_with_children

10/10

Exceptional

07 Jan 2026

Jared

Can't say enough good things about Finest Playa Mujeres! Rooms were very nice and huge, plenty of room for our family, food was some of the best we've had at an all-inclusive, grounds were immaculate, staff continually went out of their way to make our stay great, and the beach was 10 out of 10. Also really loved the compact size of the resort which made us comfortable letting our 2 year old nap in the room while we enjoyed some quiet time at the pool.

10/10

Exceptional

05 Jan 2026

Timothy Michael

Online reviews are always interesting to read because the only people that leave reviews either absolutely loved their experience or they have a large complaint. For anyone thinking of the Finest in Playa Mujeres, I would say the following: the hotel is great for kids. It is spacious enough so it’s never crowded, plenty of things to do, and options to eat and drink. The restaurants are fine- fun variety in theory but in reality, the food is just fine. They are not flying in Tapas chefs from Spain or sushi chefs from Japan so you get pretty standard hotel food. That being said, the food at the buffet is great. And the variety is very enjoyable. The resort does not always run super smooth- many of the hot tubs were broken, some employees are more helpful than others, etc. - but in general it’s a fantastic place. It’s clean, well kept, and peaceful. The beach (at the end of December) was not over run with seaweed and on the days when the wind wasn’t blowing, the water was beautiful. Kids club was great, shows were fun, taco truck was a cool option. Top notch place. Expensive? Yes. But worth it.

10/10

Exceptional

05 Jan 2026

Siddharth

Overall a wonderful stay.
Great food, amazing hospitality, and a fun atmosphere with a really good crowd.
10/10 would repeat!

Leisure Family_with_children

10/10

Exceptional

04 Jan 2026

Cory J

I rely on reviews not just on Expedia but other travel sites before I eventually book on Expedia the majority of the time for family vacations. I have found that the majority of the reviews for the Finest were spot on.

I’m not in hotel management but from what we observed from the excellent service, the staff must be treated well and compensated fairly. I never felt pressured or treated differently when served either on the beach or by the pool to tip. We did tip occasionally but not every time we were served. Servers on the beach were amazing Adel and Flora. Other servers went out of their way to ask if we needed anything.

We did have some AC issues a couple times in our room, but maintenance was attentive and very nice. If it was the hot season, we would have been a bit more inconvenienced from the AC issues.

We chose to get a round trip private transportation from their partner Seasons transport and it was flawless and worth the price $150 total for 5 passengers 3 adults 2 kids.

Overall, very happy we chose Finest Playa Mujeres. My other possible choice was Grand Fiesta Americana Coral Beach Cancún All Inclusive Spa & Resort due to the reviews. We may choose this resort next vacation and eventually go back to the Finest Playa Mujeres. We like changing it up but we can’t go wrong with the Finest Playa Mujeres.

Leisure Family

10/10

Exceptional

03 Jan 2026

Sowon

great staff and amenities

Leisure Family_with_children

6/10

Pleasant

03 Jan 2026

Margarita

The resort has gotten worse in terms of food and service quality. They put fake liqueur in top shelf brand bottles. Lots of attitude or ignoring from staff at buffet. Not the same resort that we visited just 9 months prior. Go somewhere else

Leisure Family_with_children

8/10

Excellent

31 Dec 2025

Linda

Clean, staff was excellent, room service food was excellent

Leisure Family

10/10

Exceptional

30 Dec 2025

Taylor

Place is really great, well kept, not crowded. It's also a good size, not massive but still lots to do. My main knock is the food is...fine. some dishes are not good, many are mediocre, but always something decent avail. It's fine, but don't go in with too high of expectations on the food. I also wish the alcohol was higher shelf, even if they offered it as an a la carte purchase.

Leisure Family

6/10

Pleasant

28 Dec 2025

Lingyu

Bedding

2/10

Poor

27 Dec 2025

thuy tien

My room blackout 3 nights in a row. One of the nights I called guest experience every half an hour and for 5 hours no one picked up. I eventually walked over and that’s when they did something about it!

Take a look at the photos of the food - none of it looked like it at the end. They really cheaped out on the food. None of the fruit was ripe , seafood and steak only available really at dinner time. Juice bar was all concentrate.

The hotel was severely understaffed. Wait times were over an hour for restaurants which is ridiculous for an all inclusive. You lose the novelty of all inclusive. Will never come back.

Leisure Family_with_children

6/10

Pleasant

27 Dec 2025

Shreyas Gopal

ok not as expected

Leisure Family_with_children

10/10

Exceptional

27 Dec 2025

Cynthia Jeanette

Everything was truly excellent. Rooms always clean and stocked. Amenities, pools and restaurants were amazing. Would recommend 10/10

Leisure Family

4/10

Poor

26 Dec 2025

CHI HUNG RICKY

Service is very poor at the front desk. When I checked in they said I have two bookings through Expedia. And refuse to check with Expedia. So I had to phoned Expedia and Expedia said there was only one. Then I let Expedia talked to the front desk clerk Alan. Just two words with Expedia and he said ok. Without explanation.
I think it was just their mistake but he put on me. Without a word of apology and simply not helpful and rude.
When I checked in my room, the General manager had a welcome letter to me saying that there is a welcome bottle of wine because I am an Expedia Silver member. The letter said that but there is no wine. I phoned them they said they would check but no wine sent to me. Until the last day I phoned again angrily, they sent the wine up.
Other then the front desk we also finding the food very bad in cooking and quality. We stayed 5 days none of the meal is up to average hotel standard. not to mention this supposed to be a give star.
We had the Teppanyaki at the Japanese restaurant but the food is redicule. They served us a Thai soup but called it Japanese, Sushi is made with undercooked rice... and so on ...
Finally we would like to tell the world that this is a hotel with 5 star set up but 1-2 star service and food quality.

Leisure Family

10/10

Exceptional

26 Dec 2025

Amberlyn

This facility is completely five-stars in every way! From the beautiful and pristine rooms with modern amenities such as motion sensor lights, to the amazing culinary options, and the personnel that treat you like family, this is the place to unwind totally. Our group of nine had a great weekend, and The Finest exceeded all of our expectations in every way.

Leisure Family

10/10

Exceptional

26 Dec 2025

Fariba

I liked the staffs behavior during our stay the staff was always in a good mood and nice to everyone

I loved every minute of that place is was a paradise and definitely would wanna come again. Exelent

4/10

Poor

25 Dec 2025

KA YI TIFFANY

Front desk service and attitude was rude and unprofessional, including staff Alex. Although we requested two beds in advance, we were told it was “subject to availability” and forced to take one king bed and was requested to show proof. My parents booked one room through Expedia but were wrongly told they booked two and had to call Expedia to prove it.

Staff were unhelpful with anything not booked directly through the hotel, including rooms and shuttles. Simple requests like booking excursions and just dealing with front desk were slow and frustrating. Many staff struggled to understand basic English and repeatedly gave incorrect directions. We were sent the wrong way to pools and even told the kids club had no slide when it clearly did, was even told we cannot use it when we could.
Hot water was inconsistent—one night there was none and took cold shower, other times it was scalding hot. The room phone stopped working, and no technicians were available at night, so issues could only be addressed at after 9am. The bathroom was a safety hazard: extremely slippery floor, no shower door, and poor layout requiring movement on wet tiles to reach shampoo etc.
Several restaurants, menus, and amenities were restricted unless you paid extra for Finest Club. Food quality was poor, especially at the steakhouse and French restaurant.
Overall, the stay was frustrating and disappointing. Not 4.9 rating at all, would not recommend.

Leisure Family_with_children

10/10

Exceptional

22 Dec 2025

Alesia

Great hotel

10/10

Exceptional

22 Dec 2025

Stephan

Clean room
And nice staff

10/10

Exceptional

21 Dec 2025

Jacob Maximillian

Beautiful grounds with lush greenery that's constantly tended to, outstanding staff that's always smiling and helpful, clean room with turndown service, nice beach, excellent club if not too much more expensive is definitely worth it for the added privacy and service (especially the adults only beach section). If I had to pick one thing that could use improvement it would be the food. A good variety, but we have high standards and the food was often mediocre. Nothing bad just not amazing. Overall strongly recommend this resort.

Leisure Partner

10/10

Exceptional

21 Dec 2025

Srinivas

Need more Asian cuisine options

Leisure Family

10/10

Exceptional

20 Dec 2025

Sharline

Amazing! Food 10/10. Definitely recommend this resort. Every staff was friendly & resort is clean.

Partner

10/10

Exceptional

17 Dec 2025

Jason

Room was very nice, great views, staff friendly and attentive

Leisure Partner

6/10

Pleasant

17 Dec 2025

Rolanda

reception communicates very poorly with the hotel guests.

Leisure Family

2/10

Poor

16 Dec 2025

Hsuan Hsuan

There are many issues with this package and overall very disappointing and extremely stressful for a supposedly all inclusive trip with premium club and shuttle. Spent almost 2 hours everyday to call and confirm pick up time with the shuttle company as they did not answer, got to the airport late and we had to get staff to rush to our gate as we missed our boarding time - additionally spent another 4+ hours explaining to the resort management staff that we had no hot water and got gaslight. Did not have hot water for at least 2 nights out of 3 nights we've stayed there with no proper mitigation from the resort. Our first hot shower was at the public washroom at the spa (complimentary from our premium package). Both my friend and I got a cold the night after taking a cold shower as we had no choice to shower in cold water after spending time at the beach. Extremely disappointed with the resort and the poor management of the shuttle company, came back from the trip sick and not relaxed, moreover, disappointed and frustrated with this is how we are treated while paying for a premium (excellence club) package.

Leisure Friends

8/10

Excellent

16 Dec 2025

Andrew

Great service, happy people

10/10

Exceptional

14 Dec 2025

Lynn

We had a very enjoyable stay. Friendly and helpful staff.

Leisure Family_with_children

10/10

Exceptional

13 Dec 2025

Balaji

Clean room, staff and amenities

Leisure

10/10

Exceptional

10 Dec 2025

Sharad

Amazing property, good food, clean pools and wonderful staff

Leisure Family_with_children

10/10

Exceptional

09 Dec 2025

Marina Carneiro

Amazing! The food could be better.

Leisure Family_with_children

10/10

Exceptional

09 Dec 2025

armando

Always a pleasure to stay at Finest!

10/10

Exceptional

08 Dec 2025

LIDIA

Thank you Munther for making our vacation special!

10/10

Exceptional

07 Dec 2025

Karamie

Staff, amenities, views and food all amazing. We'll definitely visit again!

Leisure Family

10/10

Exceptional

07 Dec 2025

Carley

Overall beautiful resort, friendly staff, good food, clean room, and great drinks!

Leisure Partner

6/10

Pleasant

06 Dec 2025

CHUNG

The hotel was beautiful and fancy, but the restaurants were extremely crowded and the servers took a long time to come to our table. The Japanese restaurant was also disappointing — after waiting so long, the food portions were very small, and we had to wait again to order more.

It was also very difficult to get a reservation at the lobster restaurant, and the staff there were rather unfriendly.

However, the private pool was amazing.

Leisure Family

10/10

Exceptional

06 Dec 2025

Bryan

Clean room, all amenities, staff were very friendly.

Leisure Family

6/10

Pleasant

05 Dec 2025

Lisa

The very loud music blaring in the public areas surrounding the pools and restaurants was awful. We’ll never go back because of that. The food in several of the restaurants was mediocre- other restaurants were good - and wait times to receive ordered food could exceed an hour, a big problem with young children.

Family_with_children

6/10

Pleasant

05 Dec 2025

Shama

Did not accommodate many vegetarian dishes and when asked concierge for items they stated they did not know where to find it and we had to find it for ourselves. Definitely not a five star resort, very disappointing. Didn’t have a buffet for dinner either or much options for dinner as I would have liked especially for our larger bigger family group.

Leisure Family_with_children

2/10

Poor

02 Dec 2025

Minjung

I am extremely disappointed with my recent booking through Hotels.com. I entered the correct ages of my children (8 and 11), yet the resort received the reservation showing both as infants under one year old. As a result, I was charged over $400 per night in unexpected additional fees during a peak holiday period, doubling the total cost of my stay.

What is most concerning is that Hotels.com does not display the children’s ages anywhere on the customer’s confirmation page or email. It only shows “Children,” with no way for me to verify what ages were transmitted. This lack of transparency creates serious room for system errors — and leaves customers responsible for the consequences.

Despite explaining this issue, Hotels.com insisted the mistake was mine, which is unacceptable. I have booked hotels for years and have never experienced anything like this. If the ages had been entered incorrectly, the price difference would have been obvious.

This system flaw and the refusal to acknowledge it ruined my family’s holiday trip and resulted in significant, unforeseen expenses. I expected better from Hotels.com. I hope they address this issue so other customers do not face the same problem.

Friends_and_family Family

10/10

Exceptional

02 Dec 2025

Young Gyu

The accommodation was quiet and comfortable.
The service was excellent, and requests were addressed promptly.
The mosquitoes made walking at night difficult, but other than that, I was satisfied with everything.

Leisure Family_with_children

10/10

Exceptional

28 Nov 2025

Steve

Excellent food, service and entertainment. My kids loved it!

Leisure Family_with_children

10/10

Exceptional

28 Nov 2025

Nature

We really enjoyed this hotel. The staff and food were excellent

Leisure Family

10/10

Exceptional

27 Nov 2025

Harold

Excellent staff, great food, and super clean.
Excellent property all around.
We loved how everything is close and the peaceful and relaxing vibe all around.

Leisure Family_with_children

10/10

Exceptional

25 Nov 2025

Ruksad

Great stay, clean room, staff went above and beyond!

Leisure Family

10/10

Exceptional

24 Nov 2025

Elizabeth

Customer service was great!

Leisure Family

6/10

Pleasant

17 Nov 2025

Manishika

The food was below average. Room service was slow.

Leisure Family

6/10

Pleasant

17 Nov 2025

Mustapha

Refused to honor free upgrade per my VIP status at check in even though Hotel was empty.
Bathroom flooded first night but they fixed it quickly.
Food was good. Service in restaurants was good.
Location is great and resort is awesome for kids.