Cenote Suytun Tours and Activities

The room was excellent, the staff was friendly and helpful, and the pools and Beach access were well looked after. I did not book the all-inclusive and I found that the signage and instructions for what was included and not included was quite confusing. Also when we went for lunch or dinner and tried to pay most of the time it was a real hassle and in fact sometimes was even told that I wasn't allowed to order any meals even if I wanted to pay for them.

I went with 13 members of my family and we had a fantastic time. The amenities were great, the food was delicious, and the location cannot be beat.

I am writing to express my disappointment regarding several significant issues during our recent stay. While the hotel staff was polite and helpful where possible, the logistical failures severely impacted our vacation experience. Key Issues Encountered: Room Discrepancy & Downgrade: We booked and paid for upgraded rooms but were placed in a standard room with two double beds upon arrival. Although promised a switch the next day, we were not moved until the third day. Service & Booking Disruptions: Due to being "checked out and re-checked in" daily while waiting for our room, we were unable to use the hotel’s restaurant reservation system. Consequently, we missed out on all but two specialty dining options. Inaccurate Amenity Information: The website states the main buffet is open all day; however, it was only available for breakfast. While breakfast was excellent, the lack of lunch and dinner options was a major inconvenience. Facility & Staffing Limitations: Pool: The water was too cold to use, and there was zero seating available for parents to supervise children. Bar Service: Guests were required to wait in long lines to order drinks before being allowed to sit at the bar, rather than being served while seated. Club: The club was severely understaffed with only one bartender and had extremely limited seating. Positives: I want to acknowledge that the rooms themselves were great once settled, and the staff remained professional and polite despite these systemic issues.