We booked a week here based on a YouTube video!  The property is mind-blowingly beautiful, with incredible pools, beach access, friendly and helpful service, everything you’d expect from a luxury resort.

The room was splendid and well-stocked with amenities, a fridge, coffee service, water, and snacks. Special touches abound, from the cool facial by the pool to the sweet potato and plantain cart in the evening to the poolside fruit and street food. The waiters and workers were all impeccable. With few exceptions, all-inclusive really means all-inclusive–cocktails, snacks, admission to the adventure parks. (The parks are wonderful, especially Xenotes and Xenses.)
But do pay attention to non-included items before ordering that bottle of Brunello, because it’ll set you back $200.
Every restaurant we visited was fantastic. We kind of regretted signing up for the $120 Xaax restaurant, which featured a Mayan tasting menu. Although the space is beautiful and there are good wine pairings, it wasn’t noticeably better than the included restaurants: Encanta, Chino Poblano, Apopchoa, and Cayuco. Upon arrival, we were told Encanta and Chino Poblano were fully booked, but then we managed to book a table by visiting the restaurant directly. Both were SO worth the extra effort. So if they’re booked, keep asking!
A few demerits–they’re minor, but they add up.
1. The in-room phone never worked properly–not for us or for the hapless worker who came to help sort it out. It was easier to walk to the registration desk for assistance. Calling room service–that works. Calling the front desk? Easier just to walk there.
2. Pro tip: Don’t stay in a room near one of the hanging bridges. The bell carts, housekeeping carts, and groups of guests passing by sound like a rugby team thundering past at all hours.
3. Housekeeping: There were a couple of days when the room wasn’t serviced until late in the day–around 4-5pm one day, and we had to make a request (in person, because the phone didn’t work).
4. Also, be forewarned–upon check-in, you get a personal orientation and escort to your room. This is really helpful, but then you’re subjected to a lengthy sales pitch to set you up with a “free breakfast” and a “free trip to Turkey” and some resort credits in exchange for sitting through a “90-minute” breakfast and presentation to invite you to join the Mexico Destinations Club.
Note to the resort: Your guests have just finished a 6-hour flight and a 1.5-hour bus ride to get to you. They are exhausted and starving. So PLEASE don’t make them sit through a 45-minute sign-up pitch the moment they arrive. They might be more amenable to joining your club if you give them a chance to enjoy the resort a little before plunging them into the sales seminar.
Suggestions: We liked the creative workshops and activities. How about a happy hour featuring conversational Spanish classes? Yoga classes? Salsa dancing? We’d love to improve our Spanish!