The resort staff was excellent. Everyone was very welcoming and friendly. The room and areas were clean. But, there was huge amounts of sargassum on the beach that made it completely unusable and emanated a horrible sewage smell that carried all the way inside our room. There were a couple of night we just couldnât sleep due to the pungent smell. The resort did not offer us any remuneration for any of this. In fact, we had to go across to Cozumel to enjoy the beach, which cost us $30pp for the ferry round trip, $25 for the cab to/from the beach, $20pp for the beach access, plus food. What killed the experience was that at checkout a staff member in charge of checkout asked how our stay went. In reality, she just wanted to sell us another stay. I told her exactly what I wrote here and she just cared less and walked away. The issue was not the sargassum, of course, but how the resort approached the situation. We were never told before arriving about the situation. At checkin, they still never told us. We came to find out when we actually walked out to the beach and saw all the murky brown water and the beach full of sargassum. Whatâs more, they tried to sell us their Elite membership at all cost. We told them at the start of their presentation that they should at least pay for the ferry to Cozumel due to the sargassum. They said, sure they can arrange that. But once we declined the membership, they just ignored us and never followed up. Weâre definitely not coming back here.
