Seadust Cancun Family Resort

We’re currently halfway through our two-week stay, so I thought this was a good time to leave an honest review while our experience is still fresh. We are well travelled, however this is our first trip to Mexico

We travelled over 4,500 miles on a 10 hour flight from Ireland for a once in a lifetime holiday to celebrate our 25th wedding anniversary, so we were hoping for a relaxing four-star experience. We are having a lovely holiday and there are definitely plenty of positives, but overall the hotel hasn’t quite lived up to the standard we were expecting. Perhaps four-star ratings are viewed differently here than they are in Europe.

Our room is spacious, the beds are comfortable and there’s plenty of storage. The minibar is restocked daily, which is appreciated. However, on arrival the floor was soaking wet. The ceiling fan was on rather than the air conditioning, and when I asked reception if someone could bring a mop or some extra towels to dry the floor, simply to avoid slipping on it, I was told that’s just how the floors are. Once we managed to get the air conditioning working properly, the floor dried, so that clearly wasn’t the case. Unfortunately, the requested mop or towels never arrived.

The room also wasn’t cleaned to the standard we expected on arrival. I reported it and asked for it to be cleaned the following morning, but that didn’t happen either. In the end, I walked to a nearby shop and bought cleaning spray myself. It’s not how you want to begin your holiday after a long journey and dealing with jet lag. Certainly not cleaning a toilet from previous guests.

Housekeeping has also been inconsistent. On three occasions our used towels were removed but not replaced, meaning we had to contact housekeeping for fresh ones.

The shower can also be frustrating. After around 5pm the water pressure drops to little more than a trickle, and on some evenings the water wasn’t even warm. We found it was much better to shower earlier in the day or much later at night.

The pool area is another place where the hotel could improve. For a resort of this size, there simply aren’t enough sun loungers. Unless you’re out very early in the morning, it’s difficult to secure one for the day. The pool towel system also needs reviewing. If you aren’t there when the towel station opens, you’re unlikely to get towels at all. On three separate days we couldn’t get pool towels. Waiter service at the pool seems to be selective to certain guests, one week in and we are yet to be asked if we wanted a drink.

Around the hotel there were a few disappointments. The zip line and mini golf were both closed for construction throughout our stay, which is understandable things need improved, but disappointing particularly as they are still advertised as available on both the hotel’s website and the digital Concierge.

We were also surprised to find there is no ice cream available anywhere on site. For a four-star family all-inclusive resort, this felt like a significant omission and is something we genuinely expected to be included, especially for children.

One thing that also affected the atmosphere was the number of guests playing loud music through personal speakers around the main pool. At times there were several different playlists competing with each other, making it difficult to relax. This is something the hotel could manage much better.

Another small point is the use of plastic cups at the indoor bars. We completely understand using plastic around the pool for safety reasons, but inside the bars it doesn’t feel in keeping with a four-star hotel experience.

That said, there are some real highlights. The entertainment team have been fantastic throughout our stay. The activities are great fun, the atmosphere is lively, and we especially enjoyed the water aerobics.

The biggest surprise has been the food, which has genuinely exceeded our expectations. Every meal has been fresh, varied and of a very high standard. We’ve now tried all of the à la carte restaurants and thoroughly enjoyed every one of them, with the Italian being our personal favourite. The buffet has also been consistently excellent, and the breakfast selection is outstanding—definitely not to be missed.

Overall, we’re still enjoying our holiday and making the most of our anniversary trip, but this isn’t quite the level of quality we expected when booking a four-star resort for such a special occasion. It certainly isn’t a bad hotel, and the excellent food and entertainment have made our stay enjoyable, but there are several areas where attention to detail, housekeeping and guest comfort could be improved.

Reading other reviews management seem to reply with generic comments yet action does not seem to be taken to improve.

Unfortunately the negative points outweigh the positives due to these we would not return.

Here’s a sharper version that includes the babysitting issue:

Parents of children under 5: save your money and book somewhere else if you’re expecting any childcare.

We booked this resort for our honeymoon because we were traveling with our 18-month-old. Before booking, I used the AI chatbot on the resort’s website, and it clearly stated there was a Baby Club for children 18 months to 3 years old and that babysitting services were available for an additional fee.

Neither of these exists.

When we arrived, we were told the Baby Club had been discontinued about a year ago. The only Kids Club is for children 5 years and older, and babysitting services are also completely nonexistent.

We specifically chose this resort based on information provided by their own chatbot, and it turned out to be false. That’s unacceptable. If these services no longer exist, the resort needs to update its AI instead of misleading families into booking.

To make matters worse, after 11:00 p.m., there are essentially no food or drink options because everything is closed.

The resort itself may be nice, but the inaccurate information completely changed our honeymoon experience. If you’re traveling with a child under 5, don’t book this resort expecting a Baby Club or babysitting—they simply are not available, despite what the resort’s chatbot says.