2/10 Terrible
Michael Kelly
Traveled with partner
Apr 10, 2025
Liked: Amenities, property conditions & facilities
Disliked: Cleanliness, staff & service
My wife and I stayed here for 12 days over our 6 year anniversary.
While the rooms, views and some of the staff are incredible, we had some serious issues with our stay.
Firstly, upon check in - my wife found a used condom underneath a chair. It was apparent that the room was not cleaned appropriately and this gave us a very bad taste in our mouth. While they changed us rooms, we still questioned the cleanliness of the property and what protocols were in place. This took over a day to sort out and was very frustrating as it was disturbing for us.
The second issue we had was with our restaurant reservations. We had made several reservations that were never confirmed properly, and we were forced to scramble last minute for dining options on 3 occasions. We were mislead about the dining at Karuma, as we were told the only thing not included when spending the extra $45pp was the “Prime” items. This was not the case and several items that drew me into the restaurant were not included. The staff was also extremely rude at times, not serving us and flat out ignoring us despite tipping well.
The food was also very inconsistent, even at the same restaurants. We had several fantastic meals and we had some very bad meals at the same restaurants with the same dishes.
The property has a lot of potential but overall we did not enjoy our stay. We travel to Mexico 2-3 times a year and this was our worst experience to date from a 5 star resort.
I’d write more but limited to 1500 letters
Michael Kelly
Stayed 12 nights in Mar 2025