Residences at The Fives

Azulitos amazing. Front desk staff terrible.

We liked the food. The breakfast tacos outside were good. The buffet dinner was reasonable, only $20 each. And my in laws said it was fantastic. The sushi was good but overpriced - ie $12 for a plain California roll (not crab) for example. Bar tenders, azulitos staff friendly.

Front desk staff most unfriendly experienced in the world so far. Came at 3pm to the hotel off a ferry from cozumel and we were all feeling nauseated and tired. Told at front desk to come back at 3 (did I say it was 3?). So we went to get lunch at the resort which was a fiasco because we did not have a room number yet so they could not charge the room and they would not let our group leave until that was figured out. So I went back to the desk and it still took at least another thirty min. My kids were bored and making a scene (exhausted, needing to lie down). The staff from the manager on down were all lacking compassion. I think we got our room finally at 4:30. Oh and our luggage never came up. Then we had booked the non all inclusive plan (cost difference $199 per night per room vs $677 per night per room). They did not offer to let us upgrade on arrival for a cost. This created issues in that many restaurants did not know what to do and this created delays after all meals. They are not close to any restaurants so you are stuck there unless you take a taxi. I could not get a glass of wine with dinner (I wasn’t allowed to buy one - smh). The resort is huge and they gave our group of four adults one map even though we booked two rooms. Breakfast Kids club requires reservations for each session. It was hard for us to plan ahead. Wish they allowed drop off. Kids even treated like second class citizens (every child at the resort except mine got a cool flotation device-they really know how to do the have nots at this resort). Overall we loved and appreciated azulitos and that WAS included. The on-site travel agents over charged us for our excursion. Check out was ok. We did express check out but even with that there was confusion at the front desk. Oye. They need to fix this. They should not offer something less than all inclusive without putting a list of menus with prices in the rooms so that we can figure out where we can eat. They need to make the check out process at meals quicker. Be generous and friendly to get things off to a good start. I felt terrible about our stay for the first 24 hours and we were only there 36. What a waste of $1500 we spent there.