Mascota Spa Hotels

"One thing we liked most about the hotel was that it was very clean. You would see people cleaning, sweeping, mopping everywhere. The food wasn't that great. What you get at the restaurants are also served in the buffet. The restaurants were FCFS, so you would need to wait in line to get a table before the restaurant opened. The hotel is really big. It is quite a walk from the rooms to the pools and even further to the beach. There are 5 elevators but they are all beside each other. So getting from your room and to the pool is far. The beach is great but they do not provide an umbrella (you can rent them for 300 mxn a day). There were lots of loungers around the pool, we never had a hard time getting seats. For drinks you had to go to the bar to get them. There isn't poolside servers. One day they had a drink cart but had limited drinks. We wished there were servers instead of having to walk and wait in a line (especially with kids). The kids area is great for kids 5 and under. The splash pad was under construction when we were there. We felt the kids area was the only space that lacked cleanliness. The hotel was recently renovated (December 2025). The rooms were updated and clean. Drinks & mini bar in the rooms were included. They also had lots of night shows (for kids as well). Overall decent place to stay. If the food was better we would go back. This was the most disappointing part of our trip."

"staff was great. check in staff were dismissive and rude"

"Myself and my 2 boys had the most wonderful time at Meliá. The kids were well taken care of in kids club by Sara, Janet and Cass and had a blast. Everyone working there very nice. Good value for money and our ocean view room had the most beautiful view. "

"Our suite was clean, though there were a few small things that could use attention. Overall, everything was okay. The staff experience was mixed—some employees didn’t have the best attitudes. It may have been due to the heat, but regardless, customer service should remain a priority. Guests should still feel welcomed and treated well. The resort is definitely family-friendly. The kids had a great time and really enjoyed themselves. The pools were clean, and the bartenders did an excellent job keeping up with the crowd, which we appreciated. Overall, the main area for improvement would be ensuring that all employees provide better, more consistent customer service. "

"My only complaint is my room was not refilled with bottled water. The sign on the mini bar said it was restocked every 2nd day, on day 4 I had to call and ask for it."

"Overall, we had a great experience and would highly recommend this resort. The food was good, with the seafood being a standout. The buffet offered a wide variety of options, though the music felt a bit too calm—almost like being in a spa. The room was clean and well-maintained, and housekeeping did an excellent job keeping it fresh every day. Amenities were excellent, especially the pool area, which we really enjoyed. Service throughout the resort was great, and a special mention to Moses, the poolside server—he was very attentive and made our experience even better. Overall, a very enjoyable stay and we would definitely come back."

"The pool had too much bird feces. I couldn’t swim in the pool for two days. The "

"First time traveling an this resort was perfect from customer service to the food every restaurant is tasty great drinks great 24hr room service I would definitely come back to this resort"

"The staff were amazing and the resort was great. Will definitely come back! "