评分基于 51 条真实点评
4.7 客房清洁度
4.2 服务和员工
4.7 客房舒适度
4.5 酒店条件
Expedia 亿客行 真实点评
用户：真实旅客
发布日期：2024年5月16日 发布在：Expedia
I just got back from this hotel and I will let you know that it is only for pictures of the view. To start we had an incident where our friend was walking with a pool guy his name was danke (very nice gentlemen) and slipped on a ramp at the rooftop falling back on his head and causing a concussion. danke was very helpful trying to find help but no one cared, after an hour a supposed supervisor named Oliver came to talk to us and at the end he treated us like kids saying we needed to be more careful walking like if we are kids. Then offered us a dinner like if we weren’t in an all inclusive. Very arrogant. They definitely do not provide good service. The food in all the restaurants was horrible. In addition to this they told me they called Mourad Essafi the general manager and he never appeared or called us. we were ignored for the whole stay. Even when my friend had to go to the doctor because of his fall the doctor said he had to charge him. The last day a lady named Diana came to talk to us saying sorry for everything but at the end it was just sorry they didn’t try to comp or make us happy. This was definitely the worst service we have received at a resort. We have stayed at others like the secrets Moxche, playa Blanca, even Garza Blanca we’ve been traveling to Cancun for about 20 years. This is the worse time we’ve ever had. Don’t go to this hotel. Not worth it
酒店管理层的评论
2024年5月29日，回复：酒店管理层 Mourad Essafi
Dear Mr. Omar,We sincerely apologize for the inconveniences you experienced during your recent stay at our hotel. Your feedback is extremely valuable to us as we strive to provide exceptional service to all our guests. Please note that we will be addressing all you mention internally to ensure that all our guests are treated with the utmost respect and professionalism at all times. Rest assured, we take all guest concerns seriously, and we will be reviewing our procedures to ensure that similar situations are handled promptly and effectively in the future. We appreciate your comments and we would love to welcome you back anytime to make amends and regain your trust.Kind Regards!
用户：真实旅客
发布日期：2024年5月13日 发布在：Expedia
ホテルまでの移動サービスも素晴らしいです。
酒店管理层的评论
2024年5月28日，回复：酒店管理层 Mourad Essafi
Dear Mr. Hiroshi,Thank you for taking the time to share your experience with us,It is wonderful to know that you enjoyed your stay with us and especially your catamaran tour to our paradise, I hope that we have exceeded your expectations in terms of our facilities, gastronomic menu and attentions.Please always feel welcome at Impression Isla Mujeres by Secrets.Kind Regards!Mourad EssafiGeneral Manager
用户：真实旅客
发布日期：2024年5月8日 发布在：Expedia
We have a robbery in our suite where two designer bags were stolen and the staff did nothing about it.
用户：真实旅客
发布日期：2024年5月2日 发布在：Expedia
Todo el personal super amable. La comida excelente. Las vistas incomparables. Regreso de seguro
酒店管理层的评论
2024年5月3日，回复：酒店管理层 Mourad Essafi
Estimada Sra. AdrianaMuchas gracias por tomarse el tiempo para compartirnos su experiencia en Impression Isla Mujeres by Secrets,Es maravilloso saber que ha encontrado nuestro servicio amable y atento, así como nuestra ampli carta culinaria y nuestras incomparables vistas panoramicas que nos regala nuestra ubicación.Espero con ansias recibirle nuevamente a nuestro paraíso para proporcionarles otra estancia inolvidanble. Mourad EssafiGerente General
用户：真实旅客
发布日期：2024年5月1日 发布在：Expedia
Pros:Lunch and Dinner was amazing, best we have had at an all inclusive! Shoutout to Israel at SAKE and Heidi at the coffee shop!
Hotel was stunning, every corner of this place was beautiful!
Daytime activities were super fun! ABE and Paul were phenomenal directing the activities.
Cons:
They definitely do not provide great service. You supposedly get 2 butlers during your stay and one we never even met and second one would basically just say no to all our requests. My husband tried to do something special for my birthday and they said unfortunately they don’t have anything (no candle/no flowers not even a rose) The pool service and beach service was terrible. Ordered food and was told it would take 30 min which is fine but after waiting 2 hours and asking about our food multiple times we ended up leaving to find some food realizing it wasn’t coming. It came after we got back from lunch which was about 3 hours in total. The beachside service kept asking for tips when he couldn’t even bring us the correct order of drinks. This was definitely the worst service we have ever received at a resort and we have stayed at others like Excellence and Majestic. For the steep price you pay you would expect some type of service and I would say in total you get none of that. Our room would never get restocked even after asking several times.
No nightime shows like the other resorts
Breakfast was very limited and no breakfast buffet to fall back on so most of the time we opted to skip it
酒店管理层的评论
2024年5月3日，回复：酒店管理层 Mourad Essafi
Dear Esther,Thank you for sharing your detailed comments about your experience at our hotel with us. First of all, I am pleased to hear that you enjoyed the quality and variety of food and activities offered. We aim to provide an exceptional dining experience and a wide range of activities to ensure guests have a memorable stay.I greatly appreciate your kind words towards Israel at Sake, Heidi at Cacao, and Pablo during the activities. I will pass on your kind words of thanks to them and their respective teams to acknowledge their efforts.However, I deeply regret learning about the service deficiencies you experienced during your stay. It is disappointing to learn that you did not receive the level of attention and service you expected, especially with regard to our service. I understand that these situations negatively affected your experience, and I sincerely apologize for any inconvenience you experienced.I sincerely appreciate your feedback, as it helps us identify areas for improvement and ensure that we meet the service standards our guests expect and deserve.Mourad Essafi General Manager
用户：真实旅客
发布日期：2024年4月22日 发布在：Expedia
酒店管理层的评论
2024年5月28日，回复：酒店管理层 Mourad Essafi
Dear Mrs. JordanaThank you for taking the time to rate your recent stay,We strive to provide the best in every aspect of your stay, from exceptional service to luxurious amenities and delicious food. We sincerely appreciate your rating and look forward to welcoming you back for another unforgettable experience in the future. Best regards and thank you very much for your excellent rating!Mourad EssafiGeneral Manager
用户：真实旅客
发布日期：2024年4月22日 发布在：Expedia
Espectacular hotel sus playas sus restaurantes pero lo mejor es sus trabajadores te hacen sentir una reina y eso hace que tus vacaciones se vuelvan especiales desde tu mayordomo hasta los chefs
酒店管理层的评论
2024年4月26日，回复：酒店管理层 Mourad Essafi
Estimada Rachel,Es maravilloso saber que ha disfrutado tanto de su estancia en el hotel. En especial de nuestro servicio excepcional, desde la atención personalizada de su mayordomo hasta la deliciosa comida preparada por los chefs. Nuestro equipo se esfuerza por hacerles sentir especial y asegurarle una estancia memorable y única. Estoy seguro de que sus recuerdos en Impression Isla Mujeres by Secrets serán inolvidables, gracias a nuestra dedicación y amabilidad.Saludos CordialesMourad EssafiGerente General
用户：真实旅客
发布日期：2024年4月3日 发布在：Expedia
Will be back. Angel and Jennifer were wonderful hosts.
酒店管理层的评论
2024年4月3日，回复：酒店管理层 Mourad Essafi
Dear Mr. Loukatus,Thank you for taking the time to evaluate your recent stay,We strive to provide you with the best in every aspect of your stay, from exceptional service to luxurious facilities and delicious food. We sincerely appreciate your rating, it is wonderful to know that you enjoyed our privileged views. Best regards.Mourad EssafiGeneral Manager
用户：真实旅客
发布日期：2024年4月3日 发布在：Expedia
Hermoso hotel
酒店管理层的评论
2024年4月3日，回复：酒店管理层 Mourad Essaf
Dear Mrs. Gabas,Thank you for taking the time to evaluate your recent stay,We strive to provide you with the best in every aspect of your stay, from exceptional service to luxurious facilities and delicious food. We sincerely appreciate your rating, it is wonderful to know that you enjoyed our privileged views. Best regards.Mourad EssafiGeneral Manager
用户：真实旅客
发布日期：2024年3月27日 发布在：Expedia
Absolutely incredible stay! The service was outstanding and the room and the views throughout the resort were stunning. Thank you to Martin and Erick for taking care of us every day and Julio kept us smiling and our drinks full by the pool every day! Can’t wait to go back!
酒店管理层的评论
2024年3月28日，回复：酒店管理层 Mourad Essafi
Dear Mr. Endre,It's great to hear that your stay was absolutely amazing and that you enjoyed the excellent service, stunning rooms, and panoramic views of the resort. Martin, Erick, and Julio seem to have done an exceptional job taking care of you during your time with us. I am proud that they contributed to making your experience so special and memorable.I look forward to welcoming you back for another fantastic stay.Mourad EssafiGeneral Manager
