D M
Maybe we were lucky but we asked for a quiet room and got a quiet room with no early morning all late night noise.
Staff throughout the resort were very good. Buffet meals we're not as extensive as some other hotels but were perfectly adequate. All drinks and cocktails were tasty and well made.
One day our room wasn't serviced and I believe this may have been an accident, when I commented on the app the next day it was dealt with immediately and professionally above my expectations.
A film crew did take over some parts of the hotel at different stages but to be honest it was quite interesting and they tried their hardest to work around us even offered us a coffee at one stage from the film crew trolley.
The only criticism is that we find that this hotel does not offer one or two nights of dining in the a la cart restaurants without an additional surcharge. Even though we were all inclusive.
Be sure to do the san blas nature reserve or the Starlight walk organised by the hotel. Cheap and easy bit of local education if your into it.
Kayleigh Frederiksen
We had an absolutely wonderful stay! It was my partner’s birthday, and the team went above and beyond to make the occasion special. The staff were incredible, friendly, attentive, and genuinely caring. A special shoutout to Francesca, the guest manager, who ensured every detail was perfect and made us feel so welcome. From start to finish, the experience was flawless. Thank you!
Katja Podratzky
The staff is friendly and the food in general is okay, but unfortunately there is a lot to complain about as this is a 5 star hotel.
The hotel advertises a heated pool, but it was extremely cold. The rooms were not properly cleaned, with mold and limescale in the shower, and both the rooms and the entire complex are clearly run down.
I booked a massage via the app with an available slot, but I was then told it was not possible due to maintenance. The food at the Breeze restaurant was poor (I was served an ice-cold bowl), and at dinner there wasn’t even a glass provided for beer. Hot water in the room didn’t really got warm. The baby cot I requested at 4 pm arrived only at 8:30 pm, when the baby was already asleep. The waiters are quite slow, I had to get up and ask for a waiter as nobody approached us pro actively.
Overall, I cannot recommend this hotel — especially not as a 5★ property. We will not come back.
Kevin Caveney
Those is a fabulous hotel that blends in with the Eco park. The pools run down on each level and although the hotel is spread over a large area it still maintains a small cosy atmosphere. Food is good with plenty of choice although the buffet style can be a bit cold. The staff are fantastic, plenty of bars and nice quiet location.
These rooms all have 2 usb slots either side of the bed but power sockets are limited if you want mosquito plugins. Recommend a short extension lead.
Highly recommended and would revisit.
Charlotte McGregor
UPDATE FOLLOWING RESPONSE.
Jonathan, as I have explained below, I have been emailing customer service for weeks and an offer of a complementary upgrade during my next visit has been offered as the ONLY compensation. There is no ongoing investigation and I am now confused as to why you don’t know that as the Guest Experience Manager. Again, I am disgusted by the total lack of customer care and acknowledgement of the serious issue you’re currently experiencing in your housekeeping department, theft within rooms of a five star hotel should be totally unacceptable to you, however your head office seems totally unbothered by this issue and uninterested in making this right. I appreciate your response, but I would urge you to communicate with the Management Team who has been dealing with my emails.
DO NOT BOOK THIS HOTEL!
Very disappointing stay. A pair of sunglasses worth over £200 went missing from our room and were never recovered. After reporting this, I found multiple recent reviews from November describing similar incidents, which suggests an ongoing security and housekeeping issue.
Housekeeping also failed to service our room on two separate occasions, even after notifying reception.
Large parts of the hotel were closed due to filming, yet this was not disclosed at booking, prior to arrival, or at check-in. This significantly affected our stay.
The food was also extremely poor and nowhere near five-star standard.
To make matters worse, the hotel’s only proposed “compensation” was an upgrade on a future stay — requiring us to spend more money returning to the same hotel where the theft occurred. No financial compensation was offered.
Overall, this hotel fails on security, service, transparency, and quality. I would not return and would advise others to think carefully before booking.
My Booking
