Punta Cancun Holidays

Excellent hotel, clean, nice beach, nice people

I stayed at this hotel for the first time in January 2025 and had a wonderful experience from the moment I arrived. I felt welcomed at check-in, received an upgrade from a partial to a full ocean view, and even though I arrived early around 10 a.m., my room was ready within an hour. I truly enjoyed the beach, the food, and the excellent service from the restaurant and beach staff. The experience was so positive that, despite previously staying next door at Live Aqua, I decided to return to this hotel for a 10-day stay in December 2025. Unfortunately, on my last day, I had an unpleasant experience that overshadowed an otherwise great vacation. I had received approval from the front desk manager for a late checkout at 1:00 p.m. While packing, I received a phone call from a female front desk employee named MAFER, who spoke to me in an abrupt and unprofessional manner and told me I had to leave the room immediately or be charged. I explained that my late checkout had already been approved, but she insisted this was not true. When I went downstairs, two front desk employees confirmed the late checkout and apologized, explaining it was a misunderstanding. While I appreciate their apology, the tone of the initial call was stressful and unnecessary, especially on the final day of my stay. This hotel has many qualities, but consistent communication and customer service training at the front desk would greatly improve the overall guest experience.

Rooms clean, buffets were excellent. Staff fun n friendly

Clean, friendly, perfect beach, food drinks every where, 5 star

Pros: Great facilities, pools, beach, and guest rooms. Cons: Food and coffee at restaurants was often just barely warm, especially at buffet. Guest room doors would slam easy and resonate through entire Atrium. No main gathering place in the evening.