We’re sad to be leaving tomorrow but enjoyed our time here. We had wonderful meals and meet people from all over. Our Butler was Karen and Ervin and they went above and beyond to make sure we enjoyed our vacation. Make sure you try the Chocolate Martini at the Salted Rim!

Bear with this review - it improves. However the start was terrible. When we arrived at the resort we were not greeted with a welcome but asked for passports and a credit card. A welcome drink did arrive just at the time we were informed that the room we had a confirmed booking for was not available. This did not come with an apology, just a statement that we were being downgraded as our room had been overbooked and we would be in a twin room! Not our King size swim up suite. After a 10 hour flight this statement without apology was not appreciated and we asked to speak to a supervisor , who did at least find us a king size room (after the gentleman - I use the term loosely - had already told us the hotel was fully booked and no king rooms were available!). This was shockingly bad customer service for our first contact at the resort - it was one star service, not 5 star service. My wife and I are well traveled and we have never experienced such bad customer service at check-in anywhere in the world.
We were not provided with any orientation to the resort and we were not informed there was a points system to use in the coffee shop to get provisions for the minibar in your room.
The next day Dafne (an ambassador for the resort) found us and sorted out our move to room we had booked and she helped with orientation, getting the app (again not informed at check-in about this) and how to book the A La carte restaurants.
Once we got to our swim out suite - it was a rally nice room with a great outdoor terrace for sitting out and sunbathing.
Breakfast at the Boathouse was very good with lots of choice and Rosa the lady at the egg station was great and never flustered even if a queue built up.
Landhshark and Licence to Chill were good for outdoor lunch and the buffet at Boathouse was also open for lunch.
Evening meals in the Al La Carte Frank &Lolas or The Steakhouse were hit and miss.
Our first trip to Frank&Lolas was good with fresh well prepared food. Our second visit was terrible ( we walked out before the service had finished). The service the second time was painfully slow and the food when it did arrive was burnt and should not have actually been served - we went to the buffet instead!
The Steakhouse was better with good service each time we went - The food itself was again sometimes better than others. There was also an extra charge for some of the steaks and other offerings. WE are used to Excellence or Secrets hotels where all of the menu is included such as lobster and tenderloin / fillet steak.
You could always find something to eat in the buffet if all else failed.
Landshark was great with a good atmosphere and very good pub food such as burgers, onion rings and fries. In the evening they did sometimes have live bands that we entertaining with a good atmosphere.
There was an overall lack of evening entertainment with no shows for the guests in the evening, just a guitarist/violinist/saxophonist at salted Rim occasionally.
The hotel did do the Superbowl well, rigging up a big screen outside as well as being able to watch at Landshark.
The final A La Carte restaurant was not yet open and it showed. The hotel was busy and there were not enough options for everyone.
The Bars in the day were great and able to cope with the numbers of guests. A few times in the evenings Salted Rim (the main hotel bar) was overwhelmed and the staff could not keep up with numbers of guests. There were long waits to get a drink.
There were no outside bars open in the evenings.
Dafne was great and helped out with information throughout our stay and she kept checking on us. Unfortunately after the way we were treated when we arrived the rest of the holiday was a little tainted.
The lack of entertainment in the evenings and inconsistent service - particularly in Frank & Lolas mean we would not return here. There are much better resorts in Mexico at the same price range, including other Karisma Resorts.

My wife and I just spent two weeks at this beautiful new, all inclusive resort by Karisma. We enjoyed our stay as the service, facilities, and food was excellent. We felt most welcomed by the outstanding staff who gave us great service wherever we went and made us aware that we were appreciated. Our butler, Armando, checked in with us daily to help us with dinner reservations and any other needs. We rate Armando as one of the best butlers that we ever had as six year members of Prestige Travelers. We made use of the well equipped fitness center and the great Spa which gave us the most relaxing massages. We will return.