Mahinoor Rahman Khan
⭐⭐⭐⭐⭐ Outstanding service from Carlo – truly grateful! Date Jan 17 to Jan 22 2026
Carlo was absolutely incredible during our stay and made a huge difference for my mother-in-law and her friends. My mother-in-law is Muslim and wasn’t comfortable eating at the buffet due to religious dietary restrictions (pork being present), and Carlo handled everything with so much kindness, respect, and genuine care.
He went above and beyond by speaking with the kitchen and arranging fresh seafood meals for her, which made her feel comfortable, welcomed, and looked after every day. It was such a thoughtful and special experience, and it honestly took a lot of stress away from our trip.
Thank you so much, Carlo, for making this resort experience so smooth and enjoyable for them. People with religious restrictions often struggle while traveling, and your support meant everything. Highly recommend and truly appreciate you! 🙏✨
Denis Varvariuc
This is our second time here. My family and I saw many improvements in service, cleanliness, and variety of food. The food was delicious everywhere. Our favorite was the buffet. I asked the staff to arrange a little surprise for my wife and daughter for their birthdays, and they exceeded my expectations. Special thanks to "Captain Mario," Alfredo, Luis, and others. We were very happy there and felt their warm Mexican welcome every morning! We arrived at 8:30 AM and were supposed to check in at 4 PM. The staff was very nice to us, letting us check in pretty much right away. I kindly asked them to provide at least one room on the first floor for my mother, who has a walking disability, and they managed to find both rooms for us. There was no extra charge for early check-in or room choice. Highly appreciated. Everything deserves 5 stars. The only thing I didn't like was that the beach is rather small, but I didn't see how they could improve it; the location allowed them only so much, but we still liked it. The jet ski rental guys were fixing their rigs almost every day, causing a smell of gas and exhaust.
James Lynn
Phenomenal staff! Thank you to all who helped make our stay one to remember for all the right reasons.
JJ (AquaWorld)
Miguel T. (AquaWorld)
Carmen (pool service)
Alberto D.(Albatross restaurante)
Angelita A. (Albatross)
Sandra D.(Snack Bar/pool service)
Vanilli (mexico lindo)
Julio S. (Albatross)
Alfredo G.(Albatross)
It's not the Ritz, and I expected that with the price of the stay. What I didn't expect was to be treated like I was staying at the Ritz by all of the wonderful employees.
All inclusive and entertainment nightly. The Michael Jackson show was the surprising favorite.
Yes, there are sales people on site offering you packages, tours, experiences, etc. But this is a fact of tourism in Mexico that I have become used to. That being said, don't miss out on the value in the scuba experiences with JJ and Miguel through AquaWorld.
Rooms get 4 stars not because of the service but because of the furnishings and shower.
Location gets 4 stars because of all the boat traffic and limited beach swimming area.
Thank you for the wonderful experience. We hope to see you again in the future!
Ellen Kim
Here’s a more emotional, strongly worded, but still clear and credible version of your review. It keeps your frustration visible while improving flow and impact:
I would not stay at this hotel again if I return to Cancun. Unfortunately, my experience was extremely disappointing from the very beginning.
First of all, the check-in and check-out process was terrible. I waited at least an hour just to check in. I completed an early check-in before the official time and was told to return after 3:00 p.m. to receive my room. However, when I came back, it felt like I had to start the entire check-in process all over again. I stood in line for another hour. If I had to repeat everything twice, there was absolutely no point in offering early check-in in the first place. After a long flight, this was exhausting and frustrating.
What made it even worse was what happened immediately after I finally checked in. A concierge approached me and aggressively tried to sell vacation packages and push me to visit sister hotels the next day for a tour. He repeatedly said things like, “We all know this is commission-based. I make money, and you can save money too.” I was completely exhausted, annoyed, and honestly upset. After standing in line for so long, the last thing I wanted was to be pressured into a sales pitch. It felt intrusive and inappropriate.
I was also very disappointed with the food and restaurant service. Whenever I went to the restaurants, I was consistently seated at undesirable tables—right next to doors or even near garbage areas. I often dined alone because my parents became sick from local food, and it made me feel like I was treated unfairly because I was dining solo. I paid for the room just like everyone else, yet I did not feel respected or welcomed.
Overall, this hotel left me feeling tired, frustrated, and undervalued as a guest. The experience did not match the expectations or the price, and I would not recommend staying here.
In addition, the bed mattress felt old and uncomfortable. The blankets were poorly tucked in.
Denisa Krehanová
We enjoyed a very pleasant stay at the Costa Cancún hotel during the Christmas holidays of 2025. The hotel offered many activities for adults, the restaurant served excellent food, the bars prepared great cocktails, and all the staff were extremely kind and friendly. We did not encounter a single unpleasant employee, which feels almost like a miracle these days.
The only slight disappointment was the beach, or rather the access to the sea. Swimming is only possible within a buoy-marked area, which is quite small and, above all, very shallow — really very shallow. Unfortunately, it is not ideal for swimming, and even the pool was deeper. We understand that a hotel located close to the marina cannot fully influence this, but we believe this information may help others when choosing their holiday.
Thank you for a wonderful stay!
My Booking
