I am an owner with Club Regina. This is the first time we stayed in Cancun and I would never go to this hotel again.
We arrived late in the day after a long flight and a wait for baggage that didn't arrive for another two days. . When we arrived, we were advised that we were "too late" for the welcoming Margarita, so we paid $10 per drink at the lobby bar. We were then told we had to wait for a room because the one person who assisted owners was tied up. At long last, he came over to ask an unbelievable number of questions, apparently related to getting us to agree to listen to additional sales spiels for investing more money in the time share. I was tired from a long journey, cranky because my luggage had been misplaced and not in the mood to put up with the sales spiel before we were allowed entry to the room. We then were given all sorts of gear we had to carry up to the room -- TV remotes, cable remotes, safe box keys, cards to turn in for towels -- I had a huge handful of stuff that had to be brought up to the room and I had been admonished as to how much it would cost me if I failed to return any of this equipment to the front desk upon departure.
The second day, my daughter tried to turn off the light switch by the bed and received a large electric shock, which threw her back on the bed and caused pain all the way up her arm. When I told the people at the front desk, the lady suggested that it was my daughter's fault for not having rubber soles on her shoes. There was no apology every made. I told the woman that my daughter was in bed with no shoes on and had merely reached over to turn off the reading light. She said she would pass my message on. Although we thought we had observed someone working on he electric wires, a few days later, I touched the same switch and received a nasty volt of electricity in my arm. When I went down to the front desk, I spoke with the manager this time and again related the story of receiving a strong shock from the same bedside light. He told me that he thought that was impossible, because the light switch was plastic and would not conduct electricity. (I told him I had touched a number of other plastic switches in the unit with no problem, but this particular switch was absolutely creating a problem and he needed to attend to it before the hotel was sued.) I was assured that it would be taken care of, but I never saw anyone doing any work on it during the time we were there. Nor was there ever any apology offered. In the hotel deli (which looks nothing like the photos in the elevator -- there are very limited items available...), we were charged $7 US for a bottle of water that cost us 80 cents at WalMart...be prepared. When I asked about internet, I was given a laptop to use, but the staff couldn't figure out any way to get that laptop actually connected to their wi-fi system so I ended up paying to use the Westin's Business Office across the way for $5 a half hour. You are also told that if you stay at a Club Regina, you can use the facilities of the Westin; this is true, but what you're not told is that the exercise room has no operational air conditioning. When I complained about it, I was told that the air conditioning couldn't keep up due to the high number of people using the room. However, there had been only six people in there at the max and three when were were on our own. ... If you decide to go here despite what folks have posted, do yourself a favor and go over your bill with a fine tooth comb. I found five errors on my bill which had resulted in overcharging of $75 and there may very well have been more. They add on a charge for a charitable contribution without your consent -- it's supposed to be $ 10 a week, but I had been charged twice for this. There's also supposed to be a weekly federal 2% charge but again, I had been charged twice. Then there was the charge they add for the maid -- that had been entered twice. Then there was the $9 US charge for a local phone call, which I refused to pay. The service in the restaurant here was extremely underwhelming, most of the staff were far too busy socializing with each other to offer anything resembling service, the attitude of the manager towards a potentially serious electrical safety hazard was offensive and surprising and there were so many mistakes on the bill that it's hard to believe it was all an innocent error. Fellow travelers, there are over 100 choices for hotels in the hotel zone and even more if you consider the corridor just north; do yourself a big favor and stay somewhere else!

This was our worst experience in Mexico ever, and we came here as owners in the Raintree vacation club, Cancun. We reserved our unit 13 months in advance--last October. We arrived at the check in time 4:00, and were told that no room had been assigned to us. We asked why and were told that the manager was out and he was the one to assign us a room. We had been traveling since 5 AM and were exhausted. They said we had to wait. Meanwhile others were being assigned to their rooms. We waited. Another American couple said they were in the same boat, and they felt that the Americans were being made to wait while Mexicans were checking into their rooms. An hour later the manager arrived and assigned us a non-ocean view room--even though our purchase agreement was for an ocean-view room. He said others had booked further in advance than we had. Even after we were assigned a room, the desk clerk pretended to be busy with other things, shuffling papers, answering the phone and made us wait for our keys. Both he and the manager were very rude, implying that we thought we should be attended to before the other people (mostly Mexican tourists) arriving. That was not the case at all. The unit itself was horrible--traffic noise all the time, even though we were on the 6th floor. We asked to be changed the next day, and th manager said he had no other rooms available.
This is the only negative experience we've ever had in Mexico. We usually stay at the Westin Hotel, which is attached to the Club Regina, and were always treated very well. The time share is different. They sell you an ocean view unit, then put you in a traffic view room since they already have your money. This is very different from the Club Regina time share in Cabo, where everyone is polite and friendly. We will never return here, and I advise other Americans not to return either, unless they want to be treated badly.
This is one of th only negative reviews I have ever written on trip advisor and I am sorry to have to do so.
Cancun is one of our favorite vacation places--but we will find another place to stay after this.

We are Club Regina Owners and swapped from Los Cabos into Cancun and planned to stay for 7 nights.
The first thing we did wrong was that we failed to heed the warnings that were already posted on this site. Thanks so much for your honesty.
Check in took 3hrs and when we finally received the key to our room there was a dirty wash cloth and used soap left in one shower, the other shower had a glob of curlys. The refigerator was unlevel and "rocked" whenever we opened the door. Appliances are old and out dated the coffee maker did not work properly and when we requested another the housekeeper brought a pot that would not fit the coffee maker in the room. After 2 hours they finally brought another coffee maker. The TV quit working one night and had smoke coming out of the outlet, we called maintenance who came to repair while we were out to dinner. The next day the TV quit working again.
The dish towels/cloths were old and worn out, very dingy.
On day 2 the hot tub was green/brown and roped off.
The owner's breakfast is a sales pitch trying to encourage owners to purchase more points...we were pressured into attending even though we made it clear we would not be purchasing any points or property. When the sales person finally understood we meant what we had told them upfront his personality changed into a completely different person and he escorted us out of the dining area.
The pillows in the room were soured and I had to place them on the deck to get the odor out of the room and housekeeping kept bringing them back into the room.
The dishwasher leaked all over the kitchen floor.
After 3 nights we couldn't take it any more so we requested an early check out (beware, they add a couple dollars to be donated to a charity each day to your bill).
We went to the Gran Melia for the remainder of the week and had a lovely time.
DO NOT STAY @ CLUB REGINA CANCUN!!!!!

We are Raintree Vacation Club owners. We (a family of 4) stayed there from 6/28 - 7/1 and had a pleasant time there.

Our ocean view suite (a master bed room, a joint room with kitchen and sofabed, dining tables) on the 3rd floor (the same floor as the lobby) has a wonderful view of ocean and swimming pool. It is directly facing the east. However, I was not able to see the sunrise directly due to the cloud.

There are 2 pools and 1 jaccuzi pool. The pools are quite big and I prefer these pools over the pools at Westin. Our room has its own jaccuzzi and hammock on the balcony. We spent quite a bit time on the hammock just to listening to the ocean and hang out. The furnitures are a little bit old, but it is in the process of replacing/updating.

The big condo construction is a distraction. When it is done, it will obscure the view and disturb the exclusiveness feeling of Club Regina since it is so tall and right next to it.

We had buffet breakfast at the property which has a good variety (didn't pay for it as part of the owner overview). The club hosts a member party Monday night at Carlos and Charlies (a hotel zone downtown restaurant) which is nice. It even provides round trip transportation.

The staff is very friendly. They even let me access their computer to make and print out reservation for Xel-Ha and Xcaret (www.xelha.com, great all inclusive combo deal for $147/person). Westin charges $5/30-minute. You have free wireless Internet access at the lobby. I also have wireless Internet in my room too (not sure whether it is avaialble for all the rooms or not). The facility also have free washer/dryer on several floors. It also has a convenience store.

We had a rental car. I can always find parking. Driving within hotel zone is easy, parking is reasonable in parking garage (10-15 peso/hour). Driving to Cancun downtown is a different story. We got lost so many times due to the various circle and small street sign. However, there is a Walmart there for good price. There are also plenty of XOXO (similar to 7-11 or ABC stores in Hawaii) in hotel zone. When driving in Cancun, look out the frequent speed bump on the road.

One word of caution of getting rental car in Mexico: we got scammed once at gas station (make sure the pump is reset and count the money), pull off once and need to pay off the police (he asked for $50, I bargain down to $20). Also, the rental car checks the scratch very carefully when you pick up and return. If you are going to stay one week at the hotel zone only, I will advice not to rent the car. Otherwise, make your reservation early (I got a rate for $120/week without the insurance).

Overall, we like the place. It is not as convenient as other hotels but I like it quiet and remote.

BTW, the Frommer Day by Day Cancun tour book is very nice (http://www.frommers.com/bookstore/0470081198.html). We took the advice and go to a off the path restaurant at Rio Nizuc Restaurant. It is a restaurant for the local and no English menu but we enjoy it very much.