“WARNING!!! The stairs are not safe!!!Read my review I have the pictures to prove. I gave this property a 3 star rating based on our recent visit.Our first visit was 10 years ago and I would have given it a 5 star rating back then. But after this visit not so much.My husband and I decided to celebrate our 10 year anniversary here along with 4 of our close friends. We stayed at the Casitas 3017 which has gorgeous room, views and swim up pool. Expect to spend at least 2 hours checking in and setting up dinners with your concierge. Ours took about 3 hours collectively after several visits back and forth to the concierge. In my opinion unnecessary waste of our vacation.A list if issues we had: 1. It took 2 days to restockThe mini fridge 2. Requested a bottom room due to my aunts medical condition. Going up and down those stairs were not safe for her. This was expressed several times as a concern. 3.We booked what they call as a culinary experience (Fuentes restaurant) it's$10 per person.After signing the charge that would be on my card 2 days later the concierge came to us and told us it was going to be an additional $55 per person because of an event that was going on.This wouldn't have been a problem had this been told to me at the beginning. 4. Booked an excursion while on our side it went well but for another couple who was joining us not so much. They tried to book at the main lobby and then it became where the reps were throwing swings at each other in front of our friends 😒 5. At night there is an awful sewer smell that will wake you up from a dead sleep.After several other incidents that occurredwerequested to speak with the manager Jose. Due toan emergency on the property with other guests, we were unable to get ahold of him. When we were finally able to meet with him, he was fantastic. Attentive to our concerns. He did offer us a free night stay for a future visit to help change our mind. We were extremely grateful for that as we were not looking for anything but only wanting to help improve what we felt was negative experience for us.We left our conversation feeling confident our feedback would help. Here is where I'm very angry!Last night there my aunt is walking down the stairs she trips, she trys to catch herself by grabbing the railing and it broke in her hand! The wood on the railing was all rotten! A very nice security guard started checking the railing as he is slightly tugging on it the wood is falling apart and he says oh no!! This is not safe be careful!He taped off the railing and I did request to speak with a manager that night. No one contacted us. I even emailed pictures to the manager and no communication was made. At checkout I again requested to speak with a manager and no one was able to come and talk with us. After learning what the emergency was The day before which was an entire staircase collapsed while the couple was on it! How dangerous! This couple had to be rushed to the emergency room. Then the staircase from our rooms were completely rotted it's extremely concerning.In my opinion until these stairs are fixed or properly inspected throughout the property no one should be staying on the top floors. It is extremely dangerous!! Hopefully by leaving this review others will at least think twice and check the staircase before Walking up and maybe a manager will eventually contact us.”

“Beware! Not as advertised. This is not a truly all inclusive hotel. They up sell you on everything. I.e. "Fuentes Restaurant Culinary Experience cost me $200 ($50 per person for the wine pairing). In order to reserve a table for Christmas I had to commit to buy a bottle of champagne for $100 (there were more expensive items). A "$500 credit" was included in my purchase but they use some bizarre math to credit portions of the credit to your purchases )I still had to pay $600 at check out). Staff are consistently looking for tips. They will also try to get you buy a "membership" to their time shares, which they insist is not a time share, but it basically is. After the one hour hard sell (this is required to get a discount on their $175 per hour, per person basic massage), I hard to scrub the stink of the sleazy salesman off of me. Bottom line is there are better all-inclusive hotels in Cancun that I would recommend before this place, in terms of service, cost, food and decor.”