Emporio Cancun Buy All Inclusive Option

The staff was very friendly and helpful. The rooms were average, nothing too special but it was still nice. The bathroom was pretty nice in my opinion. We had the pool side view. So we were under the assumption that our room had its own pool outside. When we got there, we realized it was an infinite pool for the whole resort. So it did get a little loud at times. The food was fine and the drinks were good too.

The rooms are pretty basic. We didn’t receive any soap or shampoo during our stay, even though they were supposed to be included. We only got them on the last day. The cleaning service was very superficial — for example, towels that we left on the floor were picked up and folded back like they were clean. The bedsheets had a strange smell as well. The food was mediocre. There were very few options, and throughout our 10-day stay, the menu barely changed. The desserts were tasteless, with the only exception being a delicious rice pudding served one evening. Leftover cakes were reused for the next meal — they’d just add whipped cream on top, and if that was already there, they'd stick a fruit in to make it look new. We even saw the exact same desserts served two days in a row. Although we had an all-inclusive package, we went to one of their reservation-only restaurants and a waiter told us we had to pay. We ended up walking out, embarrassed, only to find out later at the reception that it was actually included. That unpleasant experience discouraged us from trying the restaurant again. Not all pools have bars — only one out of four (or however many there are) had one, which was disappointing. The staff, overall, was great and friendly, except for the cleaning ladies, who didn’t seem to take their job seriously. On our first night, the air conditioning wasn’t working. We went to the reception and were told someone would come the next day. No one showed up until 10 PM, after we went again and spoke to a different receptionist who gave us another room. But even in the new room, the air conditioning had the exact same problem. Finally, around 11 PM, someone came and fixed it in 10 minutes. Why we had to wait nearly 24 hours for something that took 10 minutes to solve is beyond me. Overall, if I were to come back to Cancun for another vacation, I wouldn't choose this hotel again. It wasn’t terrible, but it definitely wasn’t good either.

Do not recommend: I am beyond frustrated and disappointed with this company. I am still waiting for the return of $2,160 that was wrongfully charged to my card when their website “glitched” and processed my hotel reservation three times. I paid for my stay on June 18. On June 27, Angel Abedoy acknowledged the error via email and assured me the refund would be issued immediately. When I arrived at the hotel on June 30, I spoke with Angel over the phone, and he told me the refund would take 15–30 days to process. He also made it clear that no interest would be included for the time they held my money. It is now July 25. Nearly a month later, I am still waiting for my refund. To make matters worse, a pair of shoes we accidentally left in the room after our stay also “disappeared.” Between the unreturned funds and the missing items, this experience has been nothing short of unacceptable. At this point, it feels like theft.