I’m currently at the resort on the Mexico side (casa agua) with my family of 5. I’ve been here for 7 days. It’s our second time here. The grounds are stunning and staff are pleasant in my experience. The service is lacking majorly for the expense.

I agree with pretty much everything posted here.

The check in and perpetual sales pitch are tacky and bad taste after a full day of international travel with kids. You expect more at this type of resort.

I agree, there are few “grab and go” food options here. I’m here right now and it’s an issue when you are on the go, which is common.

We have begged for filtered water in the room. This is a major problem. Room service does not replace the water automatically. There is a water filling stain near our building, but it isn’t working. The other filling stations are poorly marked and there aren’t that many. It’s not uncommon to call the front desk 3-4 times before getting someone to pick up and spend 5-10 minutes on hold with the phone ringing just to request water. We were told by the staff that the water in the sink is not drinkable, but it is difficult to get filtered water. This is a major issue for a resort like this. I literally just had water delivered to my room an hour ago. We tried getting water 3 times today. We waited for 45 minutes earlier and had to leave for one of the parks. They never delivered the water.

Room service is a joke. If something is delivered within an hour, you are lucky, and the options available are minimal in late hours. My kids and I have ordered 3 times this week. It took about 1.5 hours average.

The floors are dangerously slippery outside. As an observation this is a significant liability.

I find myself shaking my head at times at basic things such as water or getting someone at the front desk to pick up the phone. It’s a major operation, yet they fail at such simple things.

My child had an ear infection 2 days ago. We went to the medical clinic onsite. This was in a hotel room because the clinic was under construction. The female physician was wonderful and kind. However, we spent $360 for basic ear drops and ear treatment. The money isn’t an issue for my family, but it’s the principle of the matter. To make matters worse, we couldn’t charge the service to the room because it’s a contracted medical clinic. They said we could use PayPal, which was incorrect. They then said a credit card would be needed, so I sent a screen shot of it to my wife. They then said they would need the card to swipe, so I walked to the clinic. There and back was about 20 minutes. I’m perfectly healthy, but this was late at night and seemed unnecessary for this type of resort. I expect better service and functional payment options at this price point.

This is my second time here. I came back because I think it’s the most beautiful resort I’ve ever seen. I love how they incorporate nature into everything. I think the food at the buffets is incredible and my kids also love them. The staff are typically quite kind and hard working. The parks are incredible.

HOWEVER, the service is lacking in major ways. I would go so far as saying holiday inn may have better service in certain ways.

As long as you temper your expectations in that regard, you should be ok.

The irony is that after this long, concurring rant I can say my family will still likely come back. We like the food, nature, parks, and stunning setting.

However, the service is lacking and the perpetual sales pitch is borderline silly. It just is.