"I had an amazing trip overall and truly enjoyed my stay. February was the perfect time to travel — the weather was beautiful, the beach was super clean, and the water was absolutely stunning. The service throughout the resort was excellent. Everyone was so friendly, kind, and helpful, which made the experience even more enjoyable. I would definitely come back again.
There were just a few areas that could be improved. Before arriving, I received an email from a staff member that made the experience feel very personalized and special. However, when I arrived, that staff member didn’t greet me, which was a bit disappointing. It initially felt like I was going to receive a more tailored welcome, but that didn’t turn out to be the case.
I also booked the luxury round-trip airport transportation, and unfortunately, that was a letdown. When I arrived in Cancun, I had to wait about an hour for the driver, and the vehicle was not the brand SUV that was shown in the pictures. After checking in, the agents had to call for the transportation, which caused the delay. Paying extra for a private luxury ride and not receiving the experience as advertised was disappointing.
Additionally, booking excursions through the resort was frustrating. I was told certain excursions were available, but after going back and forth, I was later informed they were already booked or unavailable. I wish availability had been confirmed before offering the options, as the back-and-forth made the process feel uno"
