Ventus Ha' at Marina El Cid Spa & Beach Resort — Hotel in Quintana Roo

This is by far the worst all-inclusive resort experience that I have ever had. I will provide a full scope:

1. When we first arrived at the airport, we searched for our driver to the resort based on the communication from my "concierge" Carlos. When I located the driver, his name is Hector, and told him who I was and that I had transportation to the resort. He told me "no." I asked him to check his clipboard for my name, and when he discovered it, he did not acknowledge me and got on the phone. He then hangs up the phone and says 5 minutes. When I asked him five invites for what and if he was our driver, he completely ignored me and began to engage with another couple who "did not look like me."

2. Pedro, our driver arrives. Grabs our bags and puts them in the van while he is on the phone the entire time. He then opens the door, Let's me and my girlfriend in and leaves us for 10 minutes in the van. He returns and says he has to make another stop before the resort. He picks up another woman and her daughter, and she is fussing at him for being late and saying that she called 4x. He spent the entire trip apologizing to her and ignoring us.

3. When we arrive at the hotel, we are told that we have a double bed room and not a king. That was never mentioned during my booking. In order to get a king, we would have to pay $50 extra a night for a total of $250. The total was $350 I guess for taxes. Then we are told that it is $15 a day for wi-fi. We declined. We were told that our room would be ready at 3:30 even though it was supposed to be ready at 3PM.

4. Our concierge Carlos comes over and his entire goal was to find ways to upcharge us. My girlfriend asked for a glass of wine from him when we first arrived and he said he ordered it but never did. For an entire week he was hounding me via text and on what's app for my dinner reservations. I gave him reservations for the first two nights and let him know I would give him the others once we arrived and would take a look around. When he handed me my reservations it was for a different time and for a restaurant that I did not ask for. He then explains that Polouh Vo is a special restaurant that has an additional charge to attend even though it was an all inclusive resort. He did nit mention that at all during our Communications.

5. After we eat lunch our room is still not ready. We were told to go out to the front lobby and wait for the bellman to come to us. The bellman comes after we are waiting for about 15 minutes and he says that we were supposed to tell him that we were there. He then lets us know that our room are still not ready. We ended up getting to our room at 415.

6. Carlos our concierge did not get us any dinner reservations for our stay. During my communication with him he tells me that he is not in charge of reservations even though that is what he was hounding me about the week prior. When we called the concierge desk on Tuesday to try to book ourselves, we are informed that all dinner reservations were booked until Sunday and that they may be able to find us a 930 or 10 PM one night.

7. We decided to order room service since we did not have reservations and the food was terrible. The fish was gummy, the burger had no taste, and they brought two cheesecakes because they said they were out of chocolate cake. They were also out of ginger ale at the bars too.

8. We checked out early on Wednesday after being there for only two days. I had to fill out a form for the reason for my early checkout and the host read my response of "service did not meet our expectations and there were not any dinner options." She did not even attempt to resolve the concerns. I inquired if I was going to get any of my money back for the $350 and she said no and went on to the next customer.

The only good thing about the visit was William, a waiter in A'aakat. He was outstanding and took care of us. Other than that, do not waste your 6 or your time with the worst customer service and 75% "all-inclusive "...

Beautiful Resort with Amazing Staff – A Few Small Hiccups

We just returned from an unforgettable family vacation at Ventus Ha at Marina El Cid in Puerto Morelos, Quintana Roo, and we had such a wonderful time! The resort is absolutely gorgeous—full of lush greenery and natural wildlife, including crocodiles! The grounds are pristine, and it’s a large, sprawling resort with lots of activities, so you’ll never run out of things to do. Everything was meticulously clean, and the staff was incredibly friendly and accommodating, which made our stay even more enjoyable.

The pools were a highlight for us! They were not only clean but so much fun for the whole family. The kids especially loved the water slide and the shallow pools, while we enjoyed the giant hot tub jacuzzi for some relaxation. Our room was immaculate, and we loved the hammock on our balcony that overlooked the pool—it was such a perfect spot to unwind.

A special mention to Adrian and Albaro, the waiters at Ile-de-France for breakfast and Mercado de Dolores for lunch. They were so kind and accommodating, making sure our vegan diet was well taken care of. Thanks to them, we were able to get plant-based milk, sliced avocado, and beans every morning, which was a huge relief. Marisol, the concierge at Marina El Cid, was also a big help with securing dinner reservations for us—thank you, Marisol!

While we had a fantastic time, there were a couple of areas that kept me from giving this resort a perfect 5-star rating. First, the beach was okay—not terrible, but not great either. Some areas had quite a bit of seaweed, which wasn’t ideal, but on the less windy days, our kids (ages 18 months to 7 years old) still had a great time playing in the sand, so it didn’t ruin our experience.

The night shows were enjoyable, though I think they would have been better if they were held outdoors, rather than inside a conference room with minimal decor, no backdrop, and little lighting to create ambiance. The performers were great, and they changed up the shows every night, but with young kids, we only managed to stay for the 8pm show most nights.

As a vegan family, we did face some challenges with the food options. Breakfast, in particular, was a bit tricky for us, as finding adequate sources of protein was difficult. Sometimes the black beans or refried beans contained pork or cheese, so be mindful of that if you're vegan or vegetarian. Luckily, if you find the right waiter or cook who understands vegan dietary needs, they will do their best to accommodate you. The Mercado de Dolores had some good options, including the Asian counter and falafel bar, which had the most plant-based choices. We also frequently asked for tofu to add to dishes, which helped with protein. However, one frustration was when plant-based dishes were made with chicken or beef broth or cheese was added to the beans. My suggestion to the chefs would be to use vegetable broth and offer beans without dairy or meat. Overall, the dinner restaurants were very accommodating, and we especially enjoyed Kobo, which had plenty of options for us without any issues.

Our kids also loved the Kids' Club, which was well-organized and offered a range of activities for them to choose from. It was a great break for us, knowing they were having fun and safe in a structured environment.

In conclusion, while the beach and vegan dining issues kept this from being a perfect 5-star experience, the beauty of the resort, the friendly staff, the fantastic pools, and the overall atmosphere made it a trip we will never forget. I’d definitely recommend this resort and we can’t wait to return one day! Thank you to Marisol, Adrian, Albaro, and the Kids' Club team for making our stay...

Prior to going on this vacation, I did alot of research and was very much looking forward to this vacation. Upon arrival we were happy with how quick check-in took and we were even asked for our preferences regarding drinks in our mini bar (requested soft drink and no alcohol). The reception area was very clean and tidy, and initially the smell (smelt like aftershave) was very nice, but after 10mins it becomes very overwhelming and irritates the throat.||Rooms - the room was very clean and tidy. The air-conditioning unit was very loud and I barely slept the whole vacation - my suggestion would be to bring earplugs. The beds are fairly comfortable. The mini bar was NOT restocked and it took a couple of phone calls to get this done and when they did, they filled it with alcohol?! Unsure why you are asked a preference at check-in if nobody takes any notice. Room service was always done and the staff are friendly. A nice touch was room-service was included - we enjoyed this alot more than the buffet!||Swimming Pools - @ the Ventus HA, I loved the fact that you didn't have to get up early to save a spot, there was enough shade for everyone. However, at the Ventus (one near the coffee shop) this pool was busier, so shade was harder to find so we made sure to get up earlier. We didn't go to the pool @ the Marina as it was very busy with kids running around using the slide - looked like alot of fun for them though.||Beach - as per other reviews, it's very small and lots of seaweed. We didn't spend anytime here.||Food/drink|Coffee bar - this was a nice touch, however if you're staying @ the Ha you have to walk over, not a great deal but would have been nice to have one @ the Ha to avoid crossing the road into the other hotel for a coffee.||Breakfast - this was done. via buffet and everyday it was the same, this can get pretty boring after the first few days and after 5 days, I got fed up and missed breakfast altogether.||Lunch - loved market place as this served a host of different foods and freshly cooked. You could also choose a la cart which was a nice touch.||Dinner - buffet (not overly impressed). A la cart options were nice, you can book 2 each day for the evenings up coming. In general the food was good, but I wasn't blown away by it. ||The hotels/surroundings are kept very clean and tidy, but as some of the restaurants are used throughout the day with guests going in with wet swimsuits/suntan lotion the seats have become stained and have a damp smell to the room which isn't nice when you are going in for dinner wearing your nice clothes.||Tours - unfortunately we had a bad experience booking through Pronotours which are situated in the reception of each reception. We were promised that the location we had booked we could swim with the manatee, unfortunately the guide had sold us the wrong location and we were unable to do this. I would avoid booking with them or do your own research prior and not relying on their knowledge.||Entertainment - it was very limited and repeated itself after 7 days. It was a shame there wasn't a central bar. There was some pool tables @ the Ventus but the room smelt awful that we didn't play. Table tennis - this was fun, however the staff put this away @ 630pm when the sun set, so we didn't get much time to play on it (the sun was really hot and my family are fair skin) - would have been nice if it was out alot later. ||Overall our trip was okay, however I would NOT return to this...