Here is our honest review....

Arrived at check-in early for the day at 11, we know check-in is later in the day so expected some wait. Was told to come back at 2 to get a room, at 2 we were told to come back at 3, at 3 we were told to come back later. We headed to the spa for a bit, where the folks were FABULOUS!. Silva and Anna in the Spa were awesome! At 5 we headed back again to the front desk, and finally got a room. We had asked to have bags delivered as soon as room was available, bags still sitting there. Was told our bags would be delivered soon and we headed to the room, tired from traveling since 4 am. No bags after 30 mins, finally go bags ourself. Guy sees my friend grabbing her bag and comes over and carries the other one while my friend carries her own upstairs and all. We asked about a room upgrade, was told none available that day, but come back tomorrow and we could upgrade for the last 2 nights. Go back tomorrow, and of course told sorry, come back tomorrow. Day 2 woke up to no hot water and had to take a cold shower. The maintenance guy did come and at least look at and fix.

Day 2 and 3 we reserved a Bali bed. Was told servers would be by to get drinks for us, that happened 1 time over the 2 days and we spent literally the entire day there. Day 1 our bed broke, we reported it and the guy said I will tell them but I don´t know if they will come look at it, they never came. Day 2 all the beds had towels, we asked 3 times and literally never got towels. This was the 1 time we got to order a drink and have it delivered, but that was around 11 and no one stopped again by the time we left around 4:30. Just felt very let down after you pay to rent and get zero service and zero of the things promised.

Food....it is edible at best. We ate at Ritaś Taco a couple of times, it just wasn't very good. However, the servers were amazing! We at Latinos the first night and the food was just not good, again, the service was great. We ate a couple of times in The Beach House. You have to order all meals except breakfast, it is the only buffet. It was hit or miss, some things were just ok and some were bad. We ate Italian the last night and it was fine. We had arrived back from an excursion around 9, The Beach House was already closed, and was told the kitchen closed at 10 but they did let us in the restaurant and provided great service @ 9:30. The meal times were not very flexible to seems for island times. The servers were wonderful in the restaurants except for 1 meal. Jorge in the Beach House was always good to us!

The best part of the resort, is that is did have a good beach. The guys cleaned it in the mornings and it was good size and water was nice. It has serval pools but we only used one and it was a weird depth, like really shallow. The swim up bar, you can´t actually reach the bar from the bar stools. But all the pools were clean. All of the landscape was well taken care of and beautiful.

The cleaning services were good. Overall, I would not return to this report. It is a small resort and we liked that. It had to be at less than 50% occupied, so it was frustrating to not be able to get served. The first night in the Latino restaurant there were 3 couples in the entire place. The road to get to the resort was absolutely terrible. It had the biggest holes and the vans had to drive so slow, but the holes were so deep the van was hitting bottom, and our excursion van the driver actually knocked the bumper off and had to get out and work on it. It wasn't the drivers fault, the holes were hard to see with several inches of water covering the road. One driver said at times the road is actually impossible to travel down after rain.

This is my first experience with so many negative experiences, we travel a lot, read all the reviews and feel like overall we are easy to please. We have never left so unsatisfied with a resort. We expressed all of our concerns to the resort but there was no interest in addressing any of the things. My friend even listened to the timeshare talk, and said she actually really would like to buy in, but this is the only experience we have had with this brand and because it was so bad she couldn't see herself buying in without experiencing better service.

Excellent place, staff are amazing and can’t do enough for you when at the 5 o’clock somewhere bar Elbert and Casandra are the best bar staff I’ve ever had the pleasure to meet such an amazing team. Highly recommend and already looking to return

I do not have a clue how this place is rated 5 star!
We visited as family and I can honestly say we were all ready to go home very shortly after arriving.
Firstly my family was split up on arrival and rooms placed in different parts of the hotel even though we had booked as a family. My daughter who is 8 was placed with her brother 18 in a room that backed onto the adult only part (obviously we didnt allow them to share). Hotel did rectify this after a day but said it was the Tui's fault.
In terms of the restaurants, whilst we were there some nights they only opened the beach restaurant so we had no choice. We also hadn't made a reservation because we were told we didn't need to (only in the al last carte's). We were then told an hour for a table and when we went back the wanted to seat us separately (6 of us) but yet an American family had just arrived and been seated.
I have zero idea how they claim to have won awards for the food as I our family found it extremely poor. The Asian was by far the best restaurant and that was mediocre at best.
There were Coaties (wild animals) running around the beach restaurant with staff even feeding them.
We also were left long periods of time before taking our food orders and they never offered us the breakfast menu but yet did to certain guests.
Rooms were OK, shower didn't heat up in one of the rooms. Room service didn't work in 2 of them.
The hotel wanted to charge us $110 each way to cancun - said if we took uber that we may not be able to get one back.
The pools were quite poor with tiles etc coming off.
The bali beds are an additional charge per day (I think $130). Not big enough for a family so would need to pay per bed.
Bars were slow unless you tipped (and they wanted large tips each time).
Entertainment is a band each night for about an hour. Bar staff were allowing smoking in the 5 o'clock somewhere bar.
Absolutely zero for children to do. We never saw kids club open the whole time we were there.
The activities displayed often were incorrect and occurred a charge.
The credits promised are vouchers towards the spa/lobster meals etc but you can only use a limited amount so it's still extremely expensive.

Oh and to add to that the hotel allowed guests to have intercourse on the bali beds in the evening that is right next to the hotel and clearly visible when you walk past the restaurant. Security just left them too it even though there were children present!

Not the hotel but TUI rep was abysmal! She said she couldn't help and to complain when we returned. Luckily we sent everything on the app because once we returned TUI said we needed to have reported everything whilst in resort!

Genuinely felt discriminated against here and would 100% never return.

Would 100% NOT recommend fespecially not for UK families.