Very disappointing holiday and hotel not fit for purpose for TUI customers. My parents visited in 2018 and recommended the hotel for us to visit as a family. Unfortunately the hotel was not the same as it previously was, and has gone downhill drastically.

On arrival there was only one lift working, and this remained the same for the entire stay, with no evidence of anyone working to fix it at any stage. We have a baby and a pushchair to get down the stairs, which on more than one occasion we had to carry down the stairs due to the one lift not working. On check out, as everyone was checking out at the exact same time we waited for 20 minutes to get in the lift, which in the end stopped working so we had to carry the baby asleep in the pushchair down the stairs along with 4 suitcases.
Every weekend the hotel became very busy and full of wedding parties, dance teams, football teams and many other large groups that would dominate the hotel and its amenities. The queue for the evening buffet was extremely long from around 7.30pm and by the time you go to any food stations they were completely empty. You just had to get what was available rather than what we wanted. On other days there were conferences being held, which then all the bar area and toilets were completely full and this negatively impacted the accessibility of all inclusive items. Again these should not be impacting holiday guests, and yet they did.
The food in the buffet was the exact same every day, the breakfast was leftovers from the night before, which as an example the watermelon soup from the evening was turned into a hot drink with spices in the morning. Soggy nachos with the pulled chicken from the previous night was served at breakfast . We had to ask multiple times for granola that some days was there and other days not, we could only get bacon depending on who was actually working the egg station on that day and only one person was making eggs for the whole hotel.

Every Friday and Saturday night a wedding was hosted at the hotel seafront which is in front of all the guest rooms. Quotes from your website ‘Every evening there’s a colourful show staged in the al fresco theatre.’ This never once happened in the two weeks we were there, the alfresco theatre was used only for the weddings at the weekend and nothing else. The music and bass from these wedding could be heard in our rooms and the bass vibrated into the bedrooms. We contacted reception to be advised this would last till 12.30am every night and they could not turn off the bass. The music interrupted my babies’ sleep and she had bad nights as she was very unsettled. The location of my room meant that music from the entertainment and the wedding clashed for the while they were both on and the location of my parents room meant they were basically in the wedding. We do have video evidence of how loud this was in our rooms.
On your website it says ‘ This bright seaside hotel is a great place for families, thanks to its top entertainment and activities offering ‘ The entertainment was really bad, karaoke in the bar, entertainment in the conference centre. The only good one was the fire show at the pool. There was no entertainment for children, and very little entertainment during the day. What has been described on your website is mis representing what is actually happening and available at the hotel.
When there was entertainment this stopped at 9.30pm which meant when the weddings were on you had no choice but to listen to the music from the wedding you couldn’t get involved in. Weddings shouldn’t impact other guests experiences of their holiday and it certainly did. We did not feel relaxed at all on any of the weekends, and we absolutely dreaded going to bed at night.
We were offered other rooms on the other side and this made absolutely no difference to the loudness of the weddings.
Due to the influx of people at the weekends which made the hotel very busy and not relaxing at all we had to do trips out, so this ended up costing us more to just be able to enjoy our holiday.
The main pool was very dirty, we went in when it first opened in the morning and there was bird poo, sticks, leaves and suncream oil floating in the pool. It seems the pumps were not working adequately to move the water through the filters, and if the pool was dirty in the morning, what was it like at the end of the day. This is a disaster waiting to happen. We especially felt uncomfortable being in the pool with a 5 month old baby who puts everything in her mouth. I never saw anyone able to get served at swim up bar, and me and my husband tried once and we didn’t get served or acknowledged either.
After breakfast, it is extremely hard to get a drink from any where. The lobby bar doesn’t open till after 12 and the pool bars timings are unknown as sometimes they are open and sometimes they aren’t. There is water machines but the water is very warm and not nice to drink.Only 2 small bottles of water were provided at check in, this is very unusual for an all inclusive hotel especially in such a hot country.

At the bar in the main lobby I went to get 2 glasses of wine, the bar staff ignored me and served other locals who came up to the bar after me. I said to the bar man (his name was Miguel) that I was there first and he then proceeded to tell me he didn’t speak English. I pointed at the wine glasses and said 2 white wines, he just stared at me, I then said ‘dos vino blanco ’ and again he pretended he didn’t understand me. My husband and I went to speak to the concierge and they said he did speak English, so he clearly was lying to me and didn’t want to serve me.
At the lobby bar, beer was served out of a massive water bottle and not from the tap (tasted very watery) and other alcoholic drinks tasted extremely watered down. There was no drink menu at either bar until around the second week of us being there so we had no idea what was on offer.
Holidays to my dad include being able to hire out kayaks to explore the coast, which was advised as available at the hotel. We asked about this in the first couple of days and was told that no there wasn’t any because of the hurricane. Okay, but this should have been notified to guests before hand, however my Dad asked again 4 days from the end of our holiday to be told that yes there is kayaks and paddle boards but the person with the key is on a day off!!
My husband and I put some clothes in to be laundered and one tshirt did not come back. I phoned concierge about this and was passed around the 4 different people who I told 4 different times and was told I’d be called back. We heard nothing, so the next day we asked again about this at concierge and they told me that no one knew anything about it and seemed extremely nonchalant about it. I did not get the tshirt back or even really an apology.
The hotel it self is very tired and needs some attention. There were loose tiles overhanging on the entrances that looked like they were about to fall off.
We paid for premium for the flights, our baggage in Manchester came off first as expected, however the pushchair was the very last thing to come off even though this was tagged premium. We were the last people to leave the baggage carousel, and we had to hold the baggage for a further 45 mins after a 9 hour flight and a long walk to collect our baggage. This was a frustrating way to end a disappointing holiday.
Overall we were extremely disappointed with our experience, we did speak to our rep at the resort in regards to all of this but felt that a lot of this couldn’t be resolved by her and you should not be advertising this hotel for TUI guests.

This resort is so fun. Yes the building is old but don't let that fool you! Fernando was amazing and served us on beach or by pool. The Buffett was great with plenty options! I will definitely be back soon!

I'll start by listing the good points. Short airport transfer, fast and friendly check in and the staff are so friendly, welcoming and attentive.
The pool and surrounding areas were kept really clean and tidy with brilliant waiter service.
Entertainment is in place during the day, such as aqua aerobics and ping pong etc and some activities for smaller children. Bar staff are lovely also but the pool bar doesn't open until 12 some days and we found this bizarre. There is a water machine available but 12 is a little late in my opinion. Beach access is perfect, it’s a small beach with rocky parts and giant waves with perfect sunsets to watch whilst enjoying an evening drink looking out to sea.

Now, the hotel itself could do with a refurb. Very tired and run down in areas (really run down in some) and it's a shame as it has so much potential. Rooms were very old and tired, but super clean! (no fridge in rooms.) The Balcony was a decent size, not a great view, Bathroom was tiny, we were room 251. I'm average size (size 12-14) and if I'd been any bigger it would've been
uncomfortable in the shower and going to the toilet. Hairdryer in room and coffee machine too. Cute welcome note and macaroons and welcome drinks on arrival.

Entertainment of an evening was hit and miss, one night there was karaoke which lasted about 30 mins and another night there was a band and dancing which was really good! we didn't stay long enough to see any other options.

Before I go any further I will just mention I have been to many all inclusive hotels in Mexico as used to be cabin crew and Ive been lucky enough to have many holidays here too. Never have I been to an all inclusive over here that doesn't serve any English food. I appreciate we are in Mexico of course but I didn't expect to not even have the option of a piece of toast for breakfast. For Lunch we used the snack bar and evening was extremely limited which really left us wondering if we had missed something and surely that wasn't the main restaurant for the whole hotel-it was so the next 2 nights we ate at the a la carte Italian which was amazing! Staff here at the Italian were also so friendly and great with my son. Service was amazing and food was delicious.

We had already put in a request with TUl to move by this point and on our 4th day we paid the difference and moved to a different all inclusive hotel. This was a pricey gamble but I'm so glad we did as I don't think we could've done 2 weeks at Canto and we certainly couldn't keep going to the Italian every night to eat.
Like I've mentioned, the hotel has some very good points and I could look past the old / tired rooms if the food and entertainment were there but seems they weren't. On the first night I had to go to the local shop and buy my son a bag of crisps. He eats well and is not fussy at all, none of us are! and we couldn't find a single thing at the buffet restaurant. Even things like salad, so so limited? Couldn't even put a basic salad together. And who wants to eat tortilla chips and shrimp tacos for breakfast? I really wish someone would've wrote about this and warned us as we would've changed hotels before we came. The fact the snack bar got so busy during the day (English and Mexicans alike) speaks volumes about the food. Honestly the snack bar had more selection than the buffet. Burgers, hotdogs, pizzas, fries, popcorn and lots of salad! The rep did warn us when we got on the coach that this hotel is the most authentic Mexican hotel, and her exact words were "no bacon eggs or toast for breakfast" which isn't really what you want to hear when you've paid four and a half thousand pounds for a holiday. But too late by then as we were already there. I guess we should've known when there was only very few of us on the coach transfer. I really feel that canto del sol does not fairly reflect "all inclusive" especially not Mexican all inclusive!
All inclusives over here are usually out of this world for food but unfortunately this hotel and facilities were not. Probably the worst all inclusive I've been to in terms of choice and selection. Also, No Ice cream for kids by the main pool? If you wanted an ice cream you had to walk to the pool in the other section of hotel over the road. Not ideal at all especially for those with young children, as it’s a real walk for kids to do on their own and involves either crossing a road or finding the bridge. Beers and spirits were local brands only at pool bar and branded were served at the main bar.

This hotel could be so much better it's not even drastic changes that are needed! If it had just been the two of us staying we probably could've stuck it out, but we moved as needed more for my son in terms of food and entertainment. Needless to say we are so glad we moved and wish we had been warned before we booked. We did get told however that the reason it’s cheap is because it’s not great compared to other hotels in PVR…..and that was from a TUI employee. Upon leaving a staff member also explained that we aren't the first people to leave early due to same reasons and although the hotel was 4 star 25 years ago it probably isn't now. Management really need to listen.