Reflect Cancun Resort & Spa

I enjoyed my SOS massage at spa.

Staff was not welcoming & seemed overwhelmed. Only 1 elevator in service during entire trip which caused long wait times & I was on 12th floor. No ventilation in the only elevator that worked. Wait times for buffet. Entire facility under staffed. Room service food was disgusting & came cold on more than 1 location. Drink & food service at pool non existent. Visited Altitude side of property & upset I wasn't offered option to upgrade.

The Risotto restaurant was good. I was surprised at the quality of food and The manager was very nice. We had a lovely dinner.That was the only shimmer of light during our stay.

Our elevator free fell from one floor to the next. We thought we were going to die. The other elevator we got trapped in. This was on our first day. I complained about it and nobody got back to us until the last night of our stay. We literally had to walk up and down 6 flights of steps every time we left the hotel room to go eat or go to the beach or leave for an excursion. VERY disappointing. What made it worse is that our AC didn’t work. I complained our first day there and couldn’t get anyone to look into it until our last night there. So we would huff and puff up the stairs only to come to a HOT room. 80 degrees. It was our 10th wedding anniversary. Upon booking I requested that because we were getting in late, I’d like to have a meal prepared and waiting for us in the hotel. The told me in writing that they would take care of it. We were tired and my wife was hungry when we arrived. I told her not to worry because I had something special planned. NOTHING. We ended up ordering room service which took 11/2 hours and came up to us incomplete. I don’t have the time to list the number of disappointments I experienced. But they were many, and there were some pretty gross practices with the food service. Needless to say I do not recommend this resort and will not be staying again. They didn’t even care. We never even talked to the hotel manager. just the chief concierge . Who after telling us he would meet us at 4:00 had us wait on him for 40 minutes. He did not offer any meaningful resolution. It was a waste of time. Book at your own risk.

The food was acceptable even though difficult to access out with meal times when all inclusive The beach was nice and the view from over balcony

the Hotel and the rooms smelt of sewage and were very warm and humid. The bedroom was dirty and outdated. Everything was wet including the bed sheets. The pools were dirty and very crowded. Staff where grumpy, unhelpful and impatient. There were only two lifts for the whole building, one of which was frequently not in use. This often meant we were waiting 10-20 mins for a lift. The hotel was also very noisy with a live band playing at late into the night/ am extremely Loudly. We were expecting a 4/5 star hotel and I would give it a 1/2. Would definitely not recommend

Staff was nice.

Bars open late close early. Only two small elevators. Lots of kids. No ac in lobby. No view in room. Terribly customer service in restaurants.