The Fives Oceanfront

Our room was lovely and had plenty of space. The ocean view was also gorgeous. The pool is the star of the property.

Bel hotel avec un beau décor
Les 2 piscines sont magnifiques
Belle deco dans la chambre

I didn't go. My plans changed, and I had to cancel. I've been attempting to get proof of my cancellation for two weeks. My emails are kicked back. The QR code on the reservation confirmation is no good. When I sent a message through the website, it arrived with no content. I've had three phone conversations with them now. Why is it is so difficult?

Unfortunately, I wanted to like this facility so badly. Upon arrival you are hit with a heavy stench of seaweed/dead fish. It is unbearable. In fact, the employees couldn’t even stand it. The staff is extremely pushy regarding upgrading and sitting through a presentation. The location itself is very cool as it’s located downtown, which was neat to walk off the resort to visit some local restaurants however, the smell, and the beach being closed because of the seaweed and the seaweed wall was just so bad we ended up paying out-of-pocket to go to another facility. The staff tried to accommodate and send us to their Sister company, but we heard through others, the smell and situation was the same. I hope maybe in the winter season this place is booming because it does have potential. Another off vibe, pool bar closed at three. There was only one restaurant and it did not have a bar. Just overall would not recommend. It’s great for a boutique or one night stay but I do not encourage others to book their 5 to 7 day vacation or holiday here.

For being all inclusive, they made you sign the receipt after every visit to get food or drink. Very strange. Food was okay. But it was hard to eat past the smell of dead fish absolutely everywhere. It was in your pores and clothes. The staff was also getting sick from the smells Here is our view. Just so disappointing. Would never book again… would rather sleep with locals on the street.

ONE OF THE WORST HOTEL EXPERIENCES I HAVE EVER HAD — DO NOT WASTE YOUR MONEY!

If I could give this hotel ZERO stars, I would.
This was one of the worst travel experiences I have ever had, and the customer service was even worse. Absolutely NO customer service or understanding of hospitality!

I contacted the hotel before booking specifically to ask about the beach conditions. I was told the beach and water were clear and beautiful. I booked a Deluxe Oceanview room based on that information.

We arrived to a room overlooking a construction dumpster and a beach completely covered in seaweed. Yes, seaweed is natural. That is NOT the issue. The issue is that I specifically asked about the conditions BEFORE booking and was told something completely different. The smell was so awful we could barely sit outside.

Then came the activities department — and this was a complete mess and felt like a scam. Our reservation included a complimentary snorkeling experience. When we asked, we were simply told it was “not available.” No explanation. No alternative. We also wanted to go jet skiing. Instead of simply helping us arrange transportation to their sister property where the activity was available, we were told we would have to sit through an hour-long sales presentation. The hotel could have easily offered transportation and allowed us to use the sister property- especially since this location had no amenities (no kayaks, no paddleboards and a beach you couldnt swim in or enjoy). Instead, it felt like every any solution came with another opportunity to scam us or just sell something.
Then we booked and PAID for a ziplining excursion at the exact price their staff quoted and gave a receipt for almost $350USD. A few hours later, they called our room and said, "we made a mistake and charged you the wrong price.” Rather than honoring the price THEY gave us, which was not less than the website or finding a solution, they simply cancelled our excursion. No discussion.

I spoke with the manager on duty, who acknowledged that it wasn't handled correctly — and then did absolutely nothing about it or followed up with us once in the following days.

The “all-inclusive” experience was another huge disappointment and lie. We were told there were three restaurants, but only ONE was open during our four-day stay. So apparently “all-inclusive” means eating at the same restaurant for breakfast, lunch and dinner every day. The dinner (Italian) was so bad we left the resort and paid to eat in town every night.

Even getting a simple drink was ridiculous. I asked two different bar staff members for iced tea. Both told me they didn't have any. While I was standing there, another server walked out carrying two iced teas for another guest.

At that point, it was truly unbelievable this level of service was normal at a "luxury" resort.

This wasn't about one bad meal, some seaweed, or one employee making a mistake. It was a pattern of misleading information, unavailable or cancelled activities, poor service, lack of accountability, and absolutely no effort to take care of the customer.

I paid for a Deluxe Oceanview, all-inclusive experience and received a dumpster view, an unbearable-smelling beach, terrible food, limited dining, a complimentary snorkeling experience we were told we couldn't use, a paid excursion that was cancelled because of THEIR pricing mistake, contradictory information, and management that couldn't be bothered to actually resolve anything.

I left feeling like we had been completely misled and taken advantage of.

DO NOT BOOK THIS HOTEL BASED ON THE PICTURES OR WHAT THEY TELL YOU BEFORE YOU ARRIVE. Ask exactly what your room overlooks, which restaurants are actually open, what the beach REALLY looks like, and get every activity and included amenity confirmed in writing.

Spend your money where you actually feel like a valued guest.

Overpriced bar and restaurant staff always looking for tips , we always tip on leaving and base it on the service provided but staff expected tips all the time the beach looks nothing like the images it was not clean there was sargassum making the water brown and smells bad they never mentioned this when booking and aparently its been like this all year overall disapointed

We had the best room at this hotel - a 2 bedroom 2 bathroom suite - it was absolutely enormous - had a fantastic balcony with loungers and a hot tub - great size lounge and kitchen - the walk in bathroom / dressing room was amazing. It's not cheap but definitely worth it.
There are 2 pools at the hotel - one at beach level which has nice vibes and cocktails - and a rooftop one that is serene and a heat trap - it is adults only.
Restaurant is beachfront and the included breakfast was very lovely.
There are beachside loungers and the sea walls do some work towards keeping the seaweed out during low season - however sometimes the smell can be very pungent!
So why only 4 stars? Mainly due to a few of the staff. The beach staff are not good at all - it takes time for someone to come and take your drink order - also they aren't happy if you ask them for a towel - you need to hunt one down for yourself. In addition - they seemed to think it was OK to drop the umbrellas and allow all our stuff to get soaked through - including a book and a phone while we went to the pool for 10 minutes. When complaining to Marilise at front desk - she simply shrugged and said 'it happens' A couldn't give a sh*t attitude. When pushed she said she would have to check the cameras ( surely us telling her should be enough). She then ignored us whenever we saw her. On confronting her on our last day - she pretended not to recognise us! So unprofessional. I left a comment about this on their comments card - apparently no one else cares either! So when things are good they are good - but when they are bad - go see someone else.........

My husband and I had the honor of visiting the Fives for our anniversary for 4 nights. We have nothing but amazing things to say about this little resort. At check-in, Alejandra was the most welcoming and started our stay off perfectly. We weren't asked to sign up for anything or pressured which was nice. We had a welcome drink and cold towel. The food and atmosphere was amazing every day, we had the all inclusive package and the value was great. The highlight of our stay was getting to meet Arturo. He was mainly working at the rooftop bar during our stay and was such a pleasure to visit with. His service was attentive and the drinks were all great. We made sure to say bye before we left. We had an ocean view room and it was clean and well air conditioned especially during the very hot month of July. The fridge was stocked with beer and soda and waters daily. The beds were one of the most comfortable we've slept in while visiting Mexico as well. The bedding was like a cloud. Although the seaweed was the most we've seen when visiting Cancun, there were crews working endlessly to clear it up as much as they could every day. That didn't hinder our experience though. This resort was the closest to town that we've stayed and we were able to walk to a lot of little shops and restaurants. We didn't bring our child but we did see a lot of families. There might not be as much to do for kids but it was still a nice, calm atmosphere especially for younger kids. We don't know when we'll be able to travel back but we'll never forget this resort. Thank you!

We had a lovely big suite for a 5-night all-inclusive stay. The pool is beautiful and both restaurants were excellent. Menus were sufficiently big to provide good choices and quality was great. Breakfast service was awfully slow, though, which was surprising since it was early in the morning with no crowd. Staff throughout the hotel very helpful and friendly. Location is nice -- right on the beach at the end of a quiet street, just a mile walk into town. The town was charming. There's a fine bookstore, every store you might need, pop-up craft vendors, and a good Mexican Street Corn vendor in the town square.

Terrible guest service.

I went downstairs to get a butter knife, was told they would send one up to my room - mind you, the front desk person had no idea who I am or what room I'm in so she brushed me off. After I confirmed my room number with her and waited for 3 hours, needless to say, no one showed.

Second, each time we leave, they ask us what room we're in but do not check when we return. What is the point of this? I've stayed at hundreds of hotels across the world and never been asked about this when I LEAVE the hotel. This whole "security" makes zero sense if they are NOT tracking when we return.

Finally, when we checked out, we were told we are required to fill survey to check out. This is the first time I've heard survery is required. Turns out, it's not required. They ended up helping people behind us while we waited in line with car waiting for us to leave.

La colazione non mi e' stata data. Sul sito Booking era scritto con colazione inclusa, ma non me l'hanno riconosciuta.

Everything was perfect. The staff was very attentive. The service ...excellent. The hotel isn't brand new but well kept. Some details like paint the bathroom is ready to be updated, but the facilities were excellent. I really loved walking into the main square about a 10-minute walk to get of the resort. It was really clean and peaceful. The food was excellent.

We had a great experience during our vacation, the service is what makes this hotel special. From our ambassador Mario that was attentive to all our needs. We loved spending time at the beach and the staff was great making sure we had food and drinks the beach staff get 12 out of 10 thank you Ian y Abraham!

At the Spa I had amazing services. Thank you Noe for the professional and attentive service.

The food and Drinks quality is very good offering a good selection of plates and the restaurant staff is great. Francisco, Eliel, Mizael and Felix made our experience memorable.

For sure we are returning soon

We stayed at the Fives Oceanfront in Puerto Morelos in April after having spent a week at the El Cid Resort just down the road. We felt our shoulders drop going into The Fives, such a relief to be in a smaller quieter resort where the Staff take an interest in you from check in on. While this resort is small it is mighty and has all of the amenities that we were looking for. The room was clean and spacious and the bed was supper comfy. The three restaurants were great and if you are looking for some more verity the town of Puerto Morales is a 5-10 minute stroll away. We will be back for sure.

The hotel's location is perfect. From the moment we walked in, I felt the stress of the city melt away. Professional and knowledgeable front desk staff welcomed us (shout out to Lilia and Mario). Our oceanfront suite was very well curated , clean and quite lovely. Listening to the waves at night was so soothing. On our last day, we had a memorable experience at the spa, Maria and Alfredo were fantastic! We are still dreaming about the fabulous time we had in Puerto Morelos!

The Horstmanns from NY

Great stay. The facilities are first class, and kept very clean. Enough good cannot be said for the staff. Personable, courteous, and accommodating. The food experience exceeded our expectations. This is on our "RETURN TO" list

We spent our honeymoon in this amazing location. Between the service and the food, I can not begin to say how wonderful our experience was. We will be back as soon as the work vacation time reloads. We are now lifetime fans. Thank you to everyone we met and to every experience we had.