Esplendor by Wyndham Isla Mujeres All Inclusive

The all inclusive was very set to fixed hours for checking in. We couldn’t get a wrist band until 2pm on the day we arrived despite knowing that we had to check out for a trip at 7:45am the next day. It made the first food order very busy, pool restaurant staff were really stretched as everyone was super hungry from morning flight arrivals. There was no flexibility for those that might not use the all inclusive service the next day. It would have been preferable to have a door on the bathroom or just frosted screening on the shower doors for the family room - not an issue for younger children but would have been preferred for our teenagers.

La regadera de la habitacion no tiene puertas y no es privada, me tuve que levantar en la madrugada para bañarme a obscuras o colgar una sababa para que no me vean. El agua de la alberca estaba sucia con trazas de grasa o aceite.

The room flooded every time we showered. No one came to fix it even though it was reported. The A/C was not working in our room. We had no towels. The receptionist were unhelpful and seem to not care about any of the concerns we had. Said they are “not allowed to do anything”. Just a horrible experience from start to finish.

La playa no se puede disfrutar a pleno xq tiene barreras. Deberían de sacar eso para que pueda ingresarse perfecto.

Food was limited and small portions. Ran out of beer at the bars, they only had 3 brands of beer and were always out of 1 or 2. No English speaking channels on the TV. Everything was closed by 11pm.

Como vegetariana tuve pocas opciones para elegir de comer, sobre todo en el Snack Bar (almuerzo). Además el menú de comidas no es muy variado en general, quizás sería bueno modificarlo cada cierto tiempo.

We arrived with a sick kid, the staff wasn't helpfull trying to let us in a room, before 15:30.

The loby has no aircondition. Extremly hot.

Shower is open to the room and completly see through, in a family room....

From the very first day of our stay, we noticed several serious issues that are simply not acceptable for a 5-star hotel
> The shower enclosure was not properly sealed, causing water to leak into the room every time we took a shower. We reported the problem immediately, but it was never properly fixed, nor were we offered another room.
> The door lock in our room also broke, and we had to wait for maintenance to repair it. During that time, we could not leave our room because it could not be securely locked, which was a major inconvenience.
> The breakfast was extremely disappointing. The food was of very poor quality, and there was very little variety. Even the fruit selection was limited.
> The rooftop swimming pool looked cloudy and dirty, as if it had not been properly cleaned or maintained. The outdoor jacuzzi was far too hot to use, almost like boiling water, which is probably why nobody was using it.
> The food served at the snack bar was also below expectations.
> The beach was nothing like the photos shown when booking the hotel. The water was blocked by artificial rubber barriers, creating stagnant water, and it was unclear why they were there.
> There was also a clear imbalance in staffing. During breakfast and dinner there were many employees, yet at the pool bar there was only one bartender serving all guests. He was overwhelmed with orders and barely had time for a break.
> One morning, there was no running water in our room at all. Although the issue was resolved after some time, it was another unacceptable inconvenience.
> I would like to point out that the housekeeping staff and the restaurant employees were friendly and helpful throughout our stay. Unfortunately, the same cannot be said about the reception staff, who were unprofessional and not willing to assist us properly.
> Overall, this hotel did not provide the level of quality, service, or facilities that should be expected from a 5-star all-inclusive property.

We found the man at the front reception to be quite overbearing and rude, made us feel uncomfortable

Swimming; but once we found the spot, the crystal-clear water completely changed our experience.

The only downside was the water access. The sandbags make it difficult to reach the beautiful swimming area next to the pier. The swimming area next to the pier has amazing, crystal-clear water, but it's not very easy to reach at first. A simple pathway or ladder would make a huge difference.
Once we found how to access, we never had an issue again.
The water is so beautiful that I had no interest in using the pool; I honestly didn't even dip my feet in the big pool by the beach. Improving access to the sea would make the overall experience even better.

Lunch menu needs salads.

Le snack du midi.. Peu de choix surtout de la friture.
Des salades seraient appréciées.

Mucho olor a humedad en las habitaciones.
Obras en marcha durante nuestra estancia que no ayudó a tener una estancia del todo cómoda y agradable.
Ganso/ Pato mascota del hotel que andaba suelto por la piscina (hace sus necesidades en la misma y había que tener cuidado cuando comías en la piscina).
No hay buena señal Wifi, ni buen funcionamiento del aire acondicionado y ascensores.
Precio elevado de los tours que ofrecen y alquiler de carro de golf.
Parte de irresponsabilidad con la recomendación de algunos tours (tiburón ballena): deberían de asegurar con quien trabajan y para cuantos años es apto cada tour.
Relación calidad precio: precio elevando para el servicio y las instalaciones que ofrecen.

- no spa (they have to give us massages in our room. Don’t get me wrong, we got a couple’s massage in our room.

Poca variedad de comidas