The Fives Beach Hotel & Residences - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

18265 reviews

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  First Mexico Visit

  We have just returned from our first visit to Mexico from the UK. First and foremost, I think Mexico is real life paradise and as a family of 6, it wasn’t much more to go here than European holidays nowadays. I researched hotels for months before picking The Fives. It was rated as a 5 star Platinum resort by TUI which was what finally made me choose this hotel. On arrival, we were checked in to a room and with it being our first long haul, I was anxious about what was to come. The room was damp and felt really unclean. We were positioned on the outside of the property facing a brick wall and the overall experience for what was meant to be 5 star was a big disappointment. Having just done 15 hours of travelling, I made the call to reception and TUI to say I was disappointed. I was given another option which didn’t justify moving the stuff for 6 people but received a late call to say they had found us another suite on the other side of the resort (villa block 15) The difference in the two sides was like day and night. Since being there, I learnt that 1-14 are reserved for travel agents and 15-21 are privately owned residences that are rented out, MUCH better! We stayed 14 nights and I can honestly say the experience of the wildlife, just soaking up the place we were in, was absolutely magical. The white sandy beach, the clear sea, the pool bar. It was absolutely beautiful. The pool side staff give their absolute all to look after everyone, a special mention to Aracely and Jannet. They really enhanced our stay by being so attentive and accommodating. Unfortunately we had a really bad experience with their ‘Top’ Hotel Manager Ignacio. For some reason, he had made a bee line for my family one evening, first he stated it was due to our dress code as it was ‘beach wear’ (even though everyone in the restaurant was dressed the same) he then said it wasn’t that and accused my 3 year old of throwing glasses around the pool earlier in the day(even if he WAS throwing them, it was all plastic cups and he was 3). When asked for proof, he showed me a 5 second clip of my two boys at the pool, one with a towel wrapped around him and my eldest collecting PLASTIC CUPS from around the pool and putting them on the bar for cleaning. He had fabricated a complete lie and when I said I would put it on all review platforms, he shrugged his shoulders and stated he didn’t care , that he was as high as the management could go so there’s nothing I could do about it. I did push this in the coming days (although I didn’t want to waste my holiday) and did speak with another manager who accepted my comments and said she would look in to it and sort some kind of treat as an apology. Sadly this experience tainted the last days of our holiday and we didn’t ever receive any type of good will gesture or even an apology from Ignacio himself. We still very much enjoyed our holiday, the time share staff were very pushy and with it being our very first time in Mexico, we weren’t in a position to put any type of commitment to a residence there. The variation of restaurants is ok if staying for a week but we found ourselves staying in and ordering room service a lot because other than the Thai, we weren’t overly keen on eating from the same menus every night. Overall the holiday was fabulous, Mexico is real life paradise and I feel we had value for money for the all inclusive with top shelf drink on offer and although repetitive , pool food for the kids every day. I will definitely return to Mexico but I would go to a different resort, only because I feel we experienced everything The Five’s has to offer in the time we were there. A couple of side points: The staff worked really hard on keeping everything clean and tidy. The pool sides were meticulously jet washed every evening. The kids club was great to get the children out of the sun and give the adults a few hours off. The staff were friendly and our children asked to go back.

  Oct 26, 2025
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  Only thing that lets this place down is the long queuing for food and you can’t have a sit down meal with over 6 people

  We have just got home from the fives hotel we stopped for 11 nights from the 11th October for our friends wedding day, on arrival it’s amazing the room was unreal and the staff are so lovely and really go out there way for you. One of the main attractions for us was the monkeys that’s why we picked the hotel, you only really see them early morning near the restaurant but the management there kept spraying them we asked him what is was he said it was just water, and they can bite which we thought was strange as they were jumping around people and not causing any harm, also animals on leads on the beach for photos we didn’t like that at all but that’s just personal preference. The food was amazing but the restaurants are so understaffed we felt so sorry for staff , and apparently there’s a policy that big groups can’t sit together so at no point on the holiday did all 14 of us get to have a meal together, this isn’t stated when booking so we were constantly split up even when dropped down to 11 , and we had a small baby with us there was no kid friendly food just sit down meals, most nights we were going up to the room at half 4ish then wanted to go for food but if you go any later than 5.30 you can be queuing for over an hour not the best when you’ve got children, on a few occasions when we did get our food it was just warm , but we didn’t complain as it wasn’t the staffs fault , it’s not nice to have to be stressed and arguing with management about the food every day , and everyone was in the same boat. The beach was beautiful I’ve never been on a beach like it , you have to pay for the Bali beds over 100 dollars which we thought was ridiculous hardly anyone uses them. The food at the beach was 10/10 And the drinks literally the only thing that let’s this place down is shutting the buffet and limited restaurants on the night , we didn’t let it spoil our holiday but we won’t be returning nor will anyone we went with purely because of how management handled it and I’ve read back on so many reviews and they’ve all said the same thing such a shame as it is such a beautiful place and the staff really do go out of their way!!

  Oct 24, 2025
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  Beautiful resort, but organization and dining service fail families returning from excursions

  We are currently staying at The Fives Beach Hotel & Residences, and unfortunately, this has been the most disappointing “5-star” experience we’ve had in Mexico. We’re a family of five (two adults and three children), and something as simple as getting dinner for our kids has turned into a daily source of stress and frustration. Before arriving, we read the negative reviews and understood that restaurants operate on a first-come, first-served basis. However, since we booked day trips to Xplor, Xel-Há and Xcaret parks, our return time is usually around 6 p.m., making it impossible to be among the first in line when restaurants open. This evening, after a full day at Xplor, our kids were exhausted and hungry. We went from one restaurant to another, asking for a table, only to be told repeatedly that they were full or that several tables were ahead of us. It’s extremely disappointing and unacceptable for a resort that promotes itself as family-friendly. We raised this concern both at check-in and again with our ambassador, Luis, while booking excursions, asking if there was any way to make advance reservations. Unfortunately, no solution was offered. The only option available is to pay extra for room service — which is simply not what one expects from a luxury all-inclusive family resort. After working hard all year, traveling 10 hours by plane and another 1.5 hours by transfer, it’s disheartening that our only dinner option is eating in our room. Overall, this has been a disappointing and stressful experience. If you’re planning to visit The Fives Beach Hotel with kids and plan day trips, be aware that you may struggle to get a simple meal at the end of the day. Definitely not the 5-star experience we expected or paid for.

  Oct 23, 2025
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  Wonderful stay! A few complaints.

  Overall experience was great! We stayed in one of the deluxe rooms. My only complaint about that is the cleanliness of the room. Specifically the bathroom area. It looked like the sink counter space was never really cleaned. It had what looked like (not sure that it was) mold behind the mirror and back counter area wasn’t very clean. There was a big crack in the floor when we arrived, and the water would leak onto the floor every time we showered (door was closed). The staff was amazing Everywhere we went within the resort. 10/10. Our favorite spot was the 1910 Cantina. Highly recommend spending time there. The pool and beach was fabulous as well. My food wasn’t very warm at the French restaurant, but otherwise all the food we had was flavorful and delicious. Overall, I highly recommend staying here.

  Oct 23, 2025
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  Fab holiday at the Fives Beach again..

  This was our second time at the Fives Beach, there is always smiley faces greeting you when you get off the shuttle bus. Staff at Reception are really friendly. The whole complex is great, they have a walk through jungle, which sometimes you do see wildlife. Rooms are spacious, cleaned daily, and mini fridge is always stocked up with beer, soft drinks, and water. The staff are so friendly, didnt come across one grumpy worker. Jesus, Israel, Arturo, Kenny, and Carmelo(entertainment). These are to name a few that stood out for us, however, all of them are amazing. The downside to the holiday was that we weren't aware that a lot of the restaurants that had their own building, were put in with another restaurant. This made waiting times for tables a lot longer, and people who got a buzzer never got a table. We notice that the menus had suffered from this decision also as there wasn't a lot of choice. There used to be a lovely restaurant called Natura, this was closed unfortunately. The sushi I can highly recommend, Lizzards restaurant is healthy food, it was delicious and fresh. The pizzas at the beach front are yummy too. You get to go for 1 evening out of your stay, for a 3 course meal at their Sister hotel, Fives Beach front. Wow the food there is amazing, the seafood tartlet had so much flavour. Filet mignon cooked to perfection, and the desserts are fab also. Another downside is for the evening entertainment, there isn't a plan b if it rains, as it's normally outside. When it does rain, the entertainment is squashed in a little sheltered area and everyone is trying also to get under this sheltered area to keep dry. I think it definitely needs a bigger covered section, as a plan B. I love the Cantina bar, there's not a lot of drinks they cant make in there. You get the Mexican vibe, and you get looked after. The pools were clean, staff at the swim up bars were great. There was always enough sun loungers, and pool towels. The beach was a bit of a let down down for me this time around, unfortunately Management have decided to put more bali beds on the beach(not cheap) so not as many sun loungers, and no umbrellas, so if you like to have a bit of shade, you have to get a lounger at the pool or pay for a Bali bed. Which I thought was a bit naughty, as last time we went, we did a few days at the beach, as there were loungers woth umbrellas, and it was really nice. Overall despite a couple of negative comments, I still enjoyed my stay here. We will be booking again in the future.

  Oct 22, 2025