SLS Cancun

The room lighting was a mess, and even several staff members couldn't explain how to leave just the bathroom light on. Parking is valet only, which meant long waits for the car and a valet hovering for a tip whenever we dropped it off or picked it up. At the spa, everything except the sauna costs extra, including the Jacuzzi. The sauna needs to be booked ahead and can close as early as 8:00 PM. We also found hair in the shower, mold on the faucets, and broken wooden doors. The hotel's photos are misleading too: only the first four floors are hotel space, while the floors above belong to a separate residential complex. This felt like three stars at best, nowhere near five. The noise was relentless. There was virtually no soundproofing, so we heard hallway and neighbor noise, slamming doors, staff and guests talking, crying babies, and rolling suitcases. After two nights of being woken at 6 AM by staff, we moved to a larger room, but it was just as poorly insulated. At check-in they asked for a $250 USD deposit per night. Breakfast was included in our booking, yet each morning we were asked to sign a 1,200 Pesos receipt supposedly for “control.” It also had tip options of 15% or 20%, calculated on that amount. Extras were added to the same base, so a 100 Pesos order could mean signing for 1,300 Pesos and tipping on that total instead of what we actually spent. It felt designed to squeeze more money out of guests. After staying in hundreds of hotels across more than 50 countries, this was the worst one I've experienced. The atmosphere was unpleasant and it didn't come close to a five-star stay. If vacation and relaxation matter to you, I'd stay elsewhere.

The pool situation was misleading. The large pool advertised belongs to SLS Residences, while the hotel has only a small pool. The building has many floors, but just the first four are hotel rooms; the rest are residences. As an Accor member, I felt overlooked. There was no upgrade or recognition gesture, and my room had visible couch stains and faced the parking lot. I was told no other room was available because the hotel was “fully booked,” although the property looked quite empty and many rooms seemed unoccupied. The room also came with only two coffee capsules and two bottles of water for the whole stay, rather than daily replacements like at other Accor hotels I've used. The welcome drink voucher was tightly limited. It could only be used with a restaurant visit or at the indoor bar from 6 to 8 PM, not at the pool or beach bar. I've never seen that restriction at another Accor hotel. Reception staff also seemed unfriendly and a bit arrogant from the start, and the required security deposit was nearly twice the nightly room rate. For an Accor 5* property, the stay fell well short of what I expected. I left feeling unappreciated and wouldn't return.

Eric made our evening at the Italian restaurant at SLS feel special. His suggestions were spot on, and he checked in at the right moments without hovering. Friendly, attentive, and happy to go the extra mile, he did a fantastic job.

The people were the best part of our stay. Victor, our butler, was attentive without being overbearing, and the staff seemed happy and engaged. Rosa, Abraham and Melissa at the spa were fantastic. The grounds look gorgeous, the rooms feel fresh and modern, and ours was a good size. We were lucky to get an upgrade to a spa room. The resort is new and beautifully laid out. SLS Elite status has some useful perks, though I'm not sure everyone needs it. Food was the main disappointment. Apart from a good lunch burger, most meals were pretty bad. Lotus served some of the worst Japanese food I've had, and the ramen had no taste. The hibachi area looked fun, but we were seated at a regular table. Union is classy and romantic, and Oscar was a great server, but the tenderloin and ribeye were so tough we had to saw at them for about 30 seconds to get a bite. For me, the property and service were five stars, the food three. The spa itself is fantastic, and the massages are top-tier. If your Elite room includes hydrotherapy, use it. The gym equipment is new and looks out over a beautiful beach, though the machine screens feel dated. We always found empty cabanas by the adult pool, and there was no seaweed during our stay. For food and drinks, Twiggy worked well for lunch, and the coffee shop was great in the morning. Golden Hour had a live band and dancing at night, while Monkey Bar had the best drinks. Elite guests should name their preferred alcohol brand when ordering. We missed the free 30-minute catamaran ride because of timing, so book early. It was a social place with friendly guests, easy to meet people and have fun despite the kitchen. We used usa transfers from the airport, which was seamless and efficient.