Poor customer service,did not understand the english language very well. Room did not accommodate all of us like we were told it would. All inclusive package was a la carte,we were told that it was buffet. Bathroom had a strong sewer smell,floor boards were loose and had nails sticking out of them in places. Communication between staff members was poor eg: we phone down for room service one evening and someone at the front desk took our order. After about an hour we phoned down to see what was up and another staff member told us that we could not order room service. The pictures and the reviews are not what this establishment appears to be. There is no beach due to the recent hurricane,there is only 2 restaurants and a snack bar. We were not told that we could go a couple of doors down and utilize the other hotel the Avalon Grand. We found out by other customers. We were not the only ones that were disappointed with the service and condition of this place. It's a shame that this had to happen,because Cancun is beautiful,but we are discouraged to come back to vacation in the future. We were not told that there was a charge to use the phone for local calls and outside calls,we found out about this suprisingly when we checked out of the hotel,and if you don't pay the charges the shuttle that you prepaid when you booked will not take you to the airport unless you pay,so they are in cahoots with the hotel. Then after all that they expect you to tip them. When expressing our disappointment the staff just stand there and stare at you. Customer service is a must in order for staff to have their customers come back and not write reviews.

Okay Mr. Chop Saunders USA. What are you smoking? I mean, for real. My boyfriend and I were vacationing during Hurricane Wilma and we have nothing bad to say about the hotel, the service, or the staff. Come on.... if you were expecting the Hilton you should have stayed there. It was very romantic and just what we wanted. Although our trip was cut short and we were taken inland to a shelter, we remained their number 1 priority. We will return to Cancun eventually and will stay no where other than the Baccara. Thank you to all those who made our trip enjoyable....especially Jesus, Julio, and Lupita.

A very poor experience at Christmas. Rooms promised not available, rain flooded the rooms (all three). Shower didn't work in room 307A. Since the lobby is small and intimate you could hear many complaints,i.e, toilet in 205 not working. Maybe this is typical hotel stuff but if there are only 27 or 28 rooms this accountanted for a large percentage of them. Not a four star hotel....not even close. Avoid!!