Hotel & Wellness Fra i Pini

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

8/10

Excellent

29 Jan 2026

Courtney

Great staff. Probably the best all inclusive I have been to. Very clean, so much to do. Be cautious of your checkout fees. Attempted to charge us 520 dollars for a soiled comforter which we know absolutely was not dirty or changed the entire trip. They were super helpful and took the charge off for us although the experience of having to do so was a bummer way to wrap up our experience.

Leisure Friends

10/10

Exceptional

28 Jan 2026

WILSON

Everything was excellent. No complaints at all

Leisure Family

10/10

Exceptional

26 Jan 2026

Claudia

Staff and amenities amazing.

Leisure Family

10/10

Exceptional

25 Jan 2026

jose

Nice service!

Partner

10/10

Exceptional

24 Jan 2026

Hortencia

This place was like a dream. Super clean. The room was huge and the all inclusive experience was incredible. The people are super nice as well. You get greeted morning, afternoon and evening. This place was magical and will definitely go back.

Leisure Partner

10/10

Exceptional

23 Jan 2026

Ricardo

Outstanding service! From the beginning to the end. We had an amazing trip thanks to the wonderful staff and great hotel accommodations. The food was amazing at all the restaurants. The parks were amazing and the all around vibe had us wanting to stay longer. Be warned the hotel is huge, which leads to aot of walking. On one of the park days my wife sustained a small sprain and on the way back to our room Osvaldo noticed us. He assited my wife to a place to sit and called a medic to help. Both the medic and Osvaldo were extremely caring and kind. We want to give them a huge thank for going above and beyond. It really helped us enjoy the rest of our time there.

Leisure Family

10/10

Exceptional

22 Jan 2026

Hernan

Amazing

Partner

10/10

Exceptional

22 Jan 2026

Ajit

Amazing hotel. Phenomenal food. Great parks. Amazing photo package. An amazing vacation.

10/10

Exceptional

22 Jan 2026

matthew

Staff was very friendly and helpful!

Leisure Family

10/10

Exceptional

20 Jan 2026

shwetank

Griss from the concierge was extremely helpful and made our experience truly exceptional. She went above and beyond to ensure everything was taken care of, always with a warm and professional attitude. We truly appreciate her dedication and kindness, thank you, Griss, for making our stay so enjoyable!

6/10

Pleasant

20 Jan 2026

calina

The reservation system, check-in, food temperatures, and room service !

Leisure Family

10/10

Exceptional

20 Jan 2026

Alvaro

.

10/10

Exceptional

18 Jan 2026

Manuel

Amazing for kids. The water slides, the food, the drinks, the decor. All A+. Great value.

Family

10/10

Exceptional

17 Jan 2026

Pedro

Everything!

Leisure Family

10/10

Exceptional

16 Jan 2026

Luz

Everything was wonderful. Food was delicious everywhere.

Leisure Family_with_children

10/10

Exceptional

13 Jan 2026

Valeriia

It was the most wonderful vacation. The hotel amazed us with its cleanliness, large, very beautiful and well-maintained territory. I've been there twice already and I want to come back again!! No other hotel in Mexico has impressed my family like this one. I wish there was more choice of European food in the buffet. Otherwise, everything was amazing!

Leisure Family

6/10

Pleasant

12 Jan 2026

Evgeny

We had an amazing stay, were truly happy, loved the hotel, and were planning to return. Unfortunately, our final evening was ruined by a manager named Daniel at the Main Lobby concierge, whose rude, dismissive, and unprofessional behavior completely overshadowed an otherwise wonderful experience. A hotel of this level should not be represented by managers like Daniel, as this interaction left us deeply disappointed

Leisure Family_with_children

6/10

Pleasant

12 Jan 2026

Hector

Was very short on staff. Never answered phones. Room service was very bad.

Leisure Family

10/10

Exceptional

12 Jan 2026

Anthony

Great brand-new hotel. Clean rooms, great facilities, roomy rooms, very large hotel, great staff. I'll come back for sure.

Leisure Family

10/10

Exceptional

12 Jan 2026

Felicia

Everything was wonderful. The staff were nice. Our room was amazing. Everything about the resort was perfect.

4/10

Poor

12 Jan 2026

Elias

The hotel is amazing.
The staff wasn't courteous at all. it felt like they have rules depending and how you look and the color of your skin, hair, etc...

Leisure

4/10

Poor

08 Jan 2026

Cinthya

Horrible

4/10

Poor

07 Jan 2026

Juan

\"The check-in process is far too slow for a hotel of this caliber. It took us over 20 minutes to get checked in. Upon arrival, we were assisted at Lobby 1, only to be told our room was located on the opposite end of the property, near Lobby 2. The logistics for room assignments are terrible.

Furthermore, the concierge was very discourteous. Despite explaining that we were tired and hungry, she left us to find the room on our own in an unfamiliar hotel. While the rest of our stay was great, it’s a shame that our first impression was ruined by such poor service.\"

Leisure Family

4/10

Poor

06 Jan 2026

Rebecca

Beautiful niche areas, very clean property, kind and pleasant staff.

10/10

Exceptional

06 Jan 2026

Jesus

Best hotel

10/10

Exceptional

06 Jan 2026

Alesia

Great time!

Leisure Family

10/10

Exceptional

06 Jan 2026

Cassie

The entire fun inclusive experience was amazing. The hotel was so awesome. We did not even wanna leave the resort to go to the parks. On the days we did end up going to the Parks. The service was phenomenal and we had an excellent time.

8/10

Excellent

05 Jan 2026

Josefine

Nice rooms and many pools and restaurants to choose between. The sun chairs are taken very early by people laying their towels there and for lunch and dinner many restaurants are busy with a wait of 30-60 minutes for a table. All activities except the parks were fully booked all days of our trip. Also the restaurants with reservation needed. Disappointing since we were looking forward to some of the restaurants and activities. For that price we expected more availability

Friends_and_family Family

10/10

Exceptional

05 Jan 2026

Audra

Amazing luxury vacation. You definitely get what you pay for in every way.

Leisure Family

10/10

Exceptional

04 Jan 2026

David

The staff and amenities were great and the resort was beautiful and clean However, checking in took way too long and the room wasn't cleaned everyday or particularly well. The buffet's were great and most a la cart restaurants were very good but a couple were just so so and had very slow service. All in all a very good experience with some room for improvement.

Leisure Family_with_children

2/10

Poor

04 Jan 2026

RAMINDER

Everything was bad.
Service, food staff. You name it and it was the worst experience I have ever had. Never ever will I stay at this resort or recommend anyone to stay here.

Leisure Family

10/10

Exceptional

04 Jan 2026

Allison

Great resort and very convenient to all parks, especially with little kids. Will come back for vacation again.

Leisure Family_with_children

10/10

Exceptional

03 Jan 2026

Maria Celia

It was absolute dream of a vacation stay! The best food, amenities for all ages, the parks and day trips made the experience even more memorable all while being emerged in out Mexican culture. And above everything, the best customer service from housekeeping staff, bartenders, food servers, lifeguards and kids club staff!!! We will be back soon, a family tradition has been established. Gracias Xcaret!

Leisure Family

10/10

Exceptional

03 Jan 2026

Sarah

Excellent experience top to bottom. The hotel is massive and offers something for every shape and size of family / group. We had a great time and are likely to return.

Friends_and_family Family

4/10

Poor

03 Jan 2026

Sidney Randall

Not enough pool side chairs. Service was terrible in all restaurants. You had t slip staff tips to get anything done.

Leisure Family

6/10

Pleasant

01 Jan 2026

Emre

Pros:
The grounds are beautiful and lush, with well-appointed rooms. The included parks and activities add great value and are genuinely fun. Reservation restaurants offer excellent food, high-quality drinks, and there are plenty of pools and cenotes to enjoy. Airport transportation is comfortable, with a dedicated hotel waiting area at Cancun airport.

Cons:
Guest services were unresponsive before arrival and difficult to reach on-site. There is no clear orientation system, and the app is dysfunctional, making reservations hard to secure. The resort feels overcrowded and understaffed, with frequent lines and limited buffet access. Sales pressure for timeshares and photos is persistent. Park wait times can exceed an hour, buffet food lacks international variety, grab-and-go snacks are scarce, and the large property size makes getting around time-consuming.

Family

10/10

Exceptional

30 Dec 2025

Ashish

The property is huge and overwhelming at times however the selection in food options and access to parks makes it a great option if your family likes action and adventure

Friends_and_family Family

2/10

Poor

29 Dec 2025

yiqiao

Cockroaches, water leak damage, and no resolution

We stayed at Hotel Xcaret México . This was a very disappointing experience.
•no one picked up our phone during the whole stay
•The room had many cockroaches during our stay.
•There was a water leak in the room that damaged our personal valuable belongings
I have all the evidence and the hotel admitted but refused fair compensation.
I would not recommend this hotel.

Leisure Family_with_children

8/10

Excellent

28 Dec 2025

Peng

Food was just Ok. Everything else was Great!

Leisure Family_with_children

4/10

Poor

28 Dec 2025

Aeyung

We stayed in the River Jump room, but the water was not suitable for swimming, and the room felt humid with a musty smell.
Room service was hard to reach and slow

10/10

Exceptional

28 Dec 2025

Abel

The best All Inclusive vacation ever!Resort, staff, food 3rd time going and will be back soon….

6/10

Pleasant

25 Dec 2025

Thomas

Hotel, staff and Xcaret parks are amazing, but they should better comunicate that you need to reserve restaurants and parks in advance. It was crowded. We stayed 5 nights and could not get a spot for Xenotes or at any of our top 7/8 dinner choices. And if you don't get up at 7am expect 30+ min wait for walkin breakfast.

Leisure Family

2/10

Poor

23 Dec 2025

Cinthya

I had issues with reservation booked by Expedia. I made the reservation early January 2025 with correct minor's age. I did noticed the age of my children was not showing on the receipt. I did not think of it as important because the deal was the hotel offer kids stay for free for each adult. However, when I arrived to check in at Xcaret Hotel for my long waited dream vacation additional fees were required for my teenagers. According to Xcaret Hotel, Expedia reserved for 2 adults and 2 children ages 3. I try to find help from Expedia by they offer poor resolution of conflict and Xcaret Hotel sure takes advantage of this type of situations giving the excuse the reservation was made with a third party. Make sure if you book for minors, their ages are listed on your receipt of purchase or you will end up with a big surprise. I was scammed and offered no assistance to resolve the issue, and ended up paying over 5k additional for fees for 2 teenagers. Don't trust Expedia receipts, always confirm with hotels they have the correct information. Or else you will end up stranded with no choice but to pay overinflated fees. Expedia offered to cancel the existing reservation but not create a new one. So basically, I was left on my own thousands of miles away from home with a return flight scheduled in a week. I had been a loyal customer with Expedia for many years, so this was very disappointing. The vacation I was looking for turned out to give me more stress than I had relaxation.

Leisure Family

10/10

Exceptional

23 Dec 2025

Erica

The rooms were very clean and the staff was very courteous.

Leisure Family_with_children

10/10

Exceptional

22 Dec 2025

Chi

impressie d

2/10

Poor

22 Dec 2025

Brian

Staff was not very attentive - had to wait 6 hours in the lobby - sitting - before checking to see if the room is ready to checkin. No one let you know if/when room is ready.

Leisure Family

10/10

Exceptional

22 Dec 2025

Stephen

Amazing. 10/10

Leisure

10/10

Exceptional

19 Dec 2025

Jose

Mindblown at the entire Xcaret property, hotel and parks. Was nervous about the cost but we left wishing we stayed longer.

The hotel property is massive with so much to do and so many food choices. The room was clean and simple but with a wonderful view along with double hammocks and stoked snacks.

Check in was simple and fast but do think something was missed along the way as we felt unprepared to tackle the enormous property with a lack of information at first from how to reserve restaurants to where the shuttles for the parks arrive. All reservation restaurants were also booked up for days in advance (our entire stay). However, none of the above was a deal breaker and we quickly got the flow with the interactive map on the app (very much needed)

Overall highly recommend, just be prepared for a ton of walking and a slightly overwhelming amount of amenities and trying to find everything at first.

Family_with_children

10/10

Exceptional

19 Dec 2025

Humberto Ortiz

Beautiful, jaw dropping rooms and view and plenty of places to soak in the sun and relax.

Leisure Family_with_children

10/10

Exceptional

17 Dec 2025

Daniel

Hotel Xcaret es top y súper bonito, súper recomendado. Solo sugiero reserva directa con Xcaret que por intermediario se complica logística.

Leisure Family

10/10

Exceptional

16 Dec 2025

Lin

Easy to go to the park

8/10

Excellent

16 Dec 2025

Miguel

Check in and check out were a mess, there’s a lack of communication between their phases and concierges. Our luggage took forever to arrive to our room, they didn’t really explain the layout and sent us on our way, provided us with wrong info regarding food at that moment, so we were completely lost.

At check out the concierge, Cynthia, was not personable and seemed irritated with having to work.
If you have an itinerary make sure you let them know multiple times. We were told we didn’t have transportation and were sent to schedule it, then they were irritated we already had an itinerary, which we had informed them of at both front desks.
Other than that food was good, service was great.
At some restaurants they did run out of things pretty early.
For a diamond resort I would expect front desk to have all your info in their system instead of making you waste your time.

2/10

Poor

15 Dec 2025

Thomas

DAY 1
- raw sewage/fecal smell in room
- strong garlic like smell as well
- was told housekeeping would sanitize room
- smell came back shortly after we returned to room

DAY 2
- piece of ham was foul tasting
- food overall was terrible at buffets

DAY 3
- spent hours w concierge
- walking back and forth
- told us to pack by 12PM
- moved us to a new room at 3PM
- arrived at new room to no bedding, lamp hanging from wall and flat screen tvs off walls and flat on beds (see photos)
- went back to concierge
- told us to pack
- 3PM moved us to an inferior room also with issues
- no handle on shower. only holes where handle should be.

DAY 4 & 5
- woke to vomiting and diarrhea
- all day long
- whole day wasted

DAY 5
- on site doctor
- $55 for medication
- hotel covered doctor visit but not medication

Family_with_children

10/10

Exceptional

14 Dec 2025

Jingfeng

Very nice hotel but difficult to make reservations for dinner restaurants

Leisure Family_with_children

6/10

Pleasant

11 Dec 2025

Benjamin

Absolutely horrible sleeping arrangement.
All rooms are equipped with double beds not suitable for 2 adults if you come with family of 4.
Sofa bed is also uncomfortable.
Rest is great.

Family_with_children

10/10

Exceptional

11 Dec 2025

Ian

Very clean and great food

Leisure Family_with_children

8/10

Excellent

10 Dec 2025

Yuchen

The room and staff are excellent. All the parks are great to explore. Kids enjoyed their stay. However, we don’t like the park where there is a sale representative advising they will give us $180 credit after having a 90min presentation with them about vacation plan. They told us they would give us $90 after we told them we don’t have that much time, only 30min. We repeatedly told them we only had around 30min. At the end, they thought we would spend 90min to exchange $180. We had to go after they chit chat us for nothing. I personally don’t like their sale tactic which is the only bad experience with this trip.

Leisure Family_with_children