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Extraordinary hotel and apts. Loved the stone walk ways and lush jungle landscaping Clean, safe, comfortable. The staff made the difference between a great stay and an unforgettable stay. Photos are accurate. Good location. Wonderful resturant. I had the pleasure of staying in 2 different rooms with plunge pools and a 1 bdr apt with plunge pool. Wow. Huge pool, priviate sun deck big enough to hold a 10 person party. Beautifully decorated. Large 2nd terrace, full large kitchen. Front desk staff - professional, polite, helpfull to a solo older lady traveler. Johnny was most kind. I'd return.

Overall, we had a good stay at Hotel Kanan, and our room was absolutely amazing. However, the hotel itself felt a bit neglected and could definitely use some maintenance and extra attention. I understand that tourism may be slower right now, but I actually think this is the perfect opportunity to take care of the property and make improvements. One of our biggest disappointments was the beach. I completely understand that sargassum is a natural issue and difficult to control. However, there is a difference between dealing with seaweed and simply not maintaining the beach. We noticed trash sitting in the same spots for several days, and while neighboring hotels were actively cleaning up the seaweed and keeping their beaches tidy, here it seemed to be simply ignored or worked around. Breakfast was another disappointment. The options were underwhelming, and the food was quite bland and lacked flavor. It's a shame because the hotel has so much potential, and our room was truly wonderful. With better maintenance, more attention to cleanliness, and improvements to the breakfast, this could be a fantastic place to stay.

Un lugar relajado. La atención del personal inmejorable. Hugo, a cargo del Staff es extraordinario. Puedes ver el fenómeno impresionante de la bioluminiscencia en la misma Playa del Hotel, es maravilloso. Definitivamente volvería.

The staff at the front desk were amazing as far as being friendly and professional. But it stops there. I didn’t get the room I booked. I booked an upgraded room with a hot tub overlooking the ocean. But I got a tub with plastic around it surrounded by a brick wall with falling brick tiles. When I asked for the correct room, the staff informed me that they were all booked and offered another room but it was in a lower category and only had two smaller beds. This didn’t work for me and my husband who booked a romantic getaway. The manager refused to refund the additional $100 I paid for the upgraded room. We didn’t have any washcloths and the sheets were stained. We didn’t have a bedside table and the shower head was broken. The location was great and the beach was beautiful. The food and beverages were overpriced and terrible but the nearby restaurants were good. Definitely going back to Cancun but this hotel was a definite miss. If you are looking for a quick place to sleep or a drop in type of spot it’s okay.

Clean room friendly staff best bars..Food needs improvement overall great experience.

Many of the staff were indifferent and seemed to be bothered to assist. Platinum Club staff members were rude and extremely condescending. I booked a 9 night 10 day vacation and Platinum staff told me no menu restaurants were available for my entire stay and I would have to eat at the buffet every day. I told the staff member to cut off my wrist band and return my money! Of course when I walked out, menu restaurants became available. My recommendation is management staff need to get out of the offices and observe what is actually happening. Oh in closing, management will deny this but if you are hispanic, you get priority and Anglos have to wait.

My husband and I go to Mexico for one week every year to decompress and we were trying a new resort. While the staff were friendly, and the property was clean, the food and selections were incredibly disappointing. They can’t play the New Resort card any longer. Also, we went for a couples massage, and the table dug into me sharply and it was so cold in the room I shivered for 80 minutes. The spa staff tried to help but to no avail. This resort gets a solid 3. Also! No wildlife!