Casa del Cenote

Our group of 20 (five families) stayed at Allegro Playacar for six days, and every family agreed we would not return. Before arrival, we requested connecting rooms because we were traveling with minors. Instead, we were placed in different buildings. We were told to return the next morning, then told nothing could be done because the resort was full. Only after I posted a negative Expedia review did Hospitality suddenly find us an adjoining room. It shouldn't take a public complaint to accommodate a family with children. Dining was another disappointment. We couldn't get a reservation at any specialty restaurant during our stay. Although we repeatedly requested seating together at the buffet and arrived early, our group was always split into tables of 5-6. The beach was unusable due to excessive sargassum. The cleaning machine was broken, leaving one employee with a shovel to clear it. As a result, the two small pools were overcrowded. Our room had overflowing toilets, broken lights, a sewer smell, and no air conditioning for two nights. Only after we complained again were we told the thermostat had to be set to 20°C—information that should have been shared at check-in. The most alarming issue occurred at the Kids Club. A 6-year-old in our group wandered away, and staff never notified his parents. Thankfully, he was found safe, but this was unacceptable. The resort is also not wheelchair-friendly despite accommodating guests with mobility needs. Overall, poor customer service

Loved everything beyond amazing customer service

Our fifth stay at Valentin Imperial. Always great, friendly and timely service by everyone. Beautiful large rooms. No wearing of bracelets. Eat where you want everyday. Plenty of opportunity for excursions. Very reasonable price. Excellent nightlife shows. Really cool sports, cigar, and piano bars, each with a different ambience. Multiple swim up bars. Many daily activities and well equipped gym.