Mariana Mendoza
Αρχάριος παραθεριστής
The hotel experience was not up to par. It definitely falls short of being a five-star establishment, especially when compared to other top-notch resorts in Cancun. If given the choice, I would prefer to stay elsewhere for a similar price. Overall, our stay was disappointing and we even decided to check out early. I wouldn't have given such a negative review if they had acknowledged our reasons for leaving and refunded us for the last two nights. A well-managed hotel would have listened to our feedback and made efforts to ensure our comfort, but unfortunately, they failed to do so.
Ryan Bennett
Αρχάριος παραθεριστής
The SLS is a decent property overall, but the hotel experience fell short of my expectations for the SLS brand. I would not recommend this hotel as it did not provide a satisfactory vacation experience. While the service was excellent, the overall property did not offer a pleasant stay. It was not relaxing or restful, and I did not enjoy my time here.
Pluses:
The service was outstanding. The hotel car service was excellent, and the front desk staff was ready to assist us with an early check-in as soon as we arrived. The hotel managers and wait staff were also very polite and friendly.
The rooms were very nice, and the oceanfront suite was modern and spacious. The bathrooms were well-appointed with robes and slippers, and turn-down service was provided. The ocean-side balconies were large and enjoyable.
The property itself had beautiful decor and was well-maintained, including the hotel pool, lobby, and beach club.
The food at the main restaurant was very good. However, it was the only option for dinner, and the menu was limited, so we had to find other dining options outside the hotel. The beach club also had a nice lunch menu.
Minuses:
Being on the 2nd floor, we experienced some noise at night from people outside on the beach. Even with the balcony fully closed, we could still hear the chatter. Additionally, there was a lot of noise from the hallway in the morning. We could hear every footstep, voice, and door slamming throughout our stay. The rooms were not soundproof, and I did not get a good night's sleep. On the second night, there was loud music playing outside. There was no moment of peace and quiet at this hotel. We also had to endure the sound of barking dogs from other units.
The pool for hotel guests was nice but quite small compared to the resident pool. The beach club area was also nice but a bit crowded. It was difficult to relax with so many conversations, cigar smoke, dogs, and pet parrots. More spacing would greatly improve the experience. The presence of locals with day passes on weekends also contributed to the crowded atmosphere. It was much less chaotic during the week.
The hotel had more of a family environment, with many kids and dogs due to the residences. This was not what I expected from the SLS brand. There were more local families than hotel guests, and there were lots of small children. At times, it felt a bit out of place. There was constant noise from kids playing with rubber ducks, throwing footballs, and jumping in the pool. Unsupervised kids would yell to their parents on the beach, disturbing everyone's peace. We couldn't fully enjoy our stay. Meanwhile, the giant resident-only pool remained empty throughout our stay. It would be better to have separate pools for families and adults, like other resorts.
Another issue we encountered was the prevalence of smoking everywhere, including the beach, pool, and balconies. We couldn't open our balcony doors because the adjacent room was filled with cigarette smoke, which ruined our chance to enjoy the oversized balcony. Even with the doors closed, there were still lingering odors of cigarette smoke in our room, making it difficult to relax. It was disappointing and disgusting that the property was not smoke-free. For the comfort of other guests, it should be. The smell of cigarette smoke was even present in the hallway all the way down to the elevator.
I asked the front desk to address the issue with the adjacent room, but either they didn't take action or they disregarded my request, as the person continued smoking on the balcony after dinner.
Another disappointment was the car service to the nearby mall at the Marina. The driver mentioned that it was only a courtesy due to the rain, which felt strange. I'm not sure if he was expecting a tip, which I would have given anyway, but the hotel should not advertise a service and then make us feel guilty for using it.
The hotel staff and service were the saving grace of our stay. Without them, it would have been a completely negative experience.