My family of 8 spent $25,000 on an all-inclusive resort in Mexico. We ended up disappointed.

• My family’s stay at a Mexico resort fell short despite a previous positive experience.
• The resort’s lack of a booking system led to long waits for our large group of eight people.
• Mexico’s tourism industry is growing, with a shift toward luxury-focused properties.

In August, I traveled from the UK to Mexico for a two-week vacation with my extended family of eight.

We stayed at The Fives Beach Hotel and Residences, an all-inclusive resort in Playa del Carmen that has five pools, 11 restaurants, and a spa.

We previously vacationed at the same resort in 2016 and loved it so much that we decided to stay there again on this trip for my uncle’s 60th birthday.

But this time around, the hotel didn’t meet all of our expectations and I would now think twice about booking an all-inclusive resort.

Our group of eight collectively paid at least £19,494, or around $25,434, for our two-week package vacation, which included flights from the UK.

Next time, I’d rather spend my money on an Airbnb or a different hotel that can better accommodate large groups.

We got upgraded on the second day

Half of my extended family lives in England, while my parents, my partner, and I live in Scotland.

We each booked the trip separately since we were traveling from different locations and had slightly different budgets.

My partner and I paid £4,394, or around $5,732, for our portion of the trip through TUI, a travel group that specializes in package vacations.

The price included our round-trip flights from Glasgow to Cancún, airport transfers, and our standard room at The Fives Beach Hotel and Residences with all food and drinks included.

Our standard room was supposed to have a king-sized bed, a bathroom, and a shower. But when we arrived, we noticed two single beds with a dresser between them.

We told reception about the issue, and to their credit, we were upgraded to a suite the following day for no extra cost.

Our suite had a king-sized bed, an open-plan living room and kitchen with two flatscreen TVs, and a balcony that overlooked the pool below.

This is the same type of suite that my parents booked, which cost an additional £500, or around $652.

We were delighted with the free upgrade; the resort more than made up for the mix-up.

A disaster dining experience

The resort’s restaurants were vast, ranging from Mexican to Italian and Mediterranean food.

During our stay in 2016, there was a booking system for guests to reserve dinner each night. We never had an issue getting a reservation, despite the fact that there were nine of us.

When eight of us returned in August, we found out that the booking system had been scrapped, and guests were now required to show up without a booking.

We were probably impacted more than other guests because we were a large group. Sometimes, we had to wait in long lines, or we were asked to come back later. On one occasion, we had to wait for two hours to get a table for dinner.

We didn’t have to wait as long for lunch, but this was because we were often asked to dine separately at two tables of four.

The only meal that presented no obstacles was the breakfast buffet, which was held in a giant restaurant with plenty of tables and staff.

We had paid a lot of money for this trip to celebrate my uncle’s birthday. But this situation made my family and I feel like we were an inconvenience or an annoyance to the staff, who seemed to struggle to accommodate us.

A haphazard solution

During the second week of our trip, a staff member asked for feedback on our overall experience. My mom mentioned the issues we’d been having at the restaurants.

To our surprise, the staff member said the resort would make an exception for our group and allow us to reserve tables for the final week of our stay.

Our party was then given a timetable with reservations for dinner each night. We were thrilled by the turn of events.

This was definitely an improvement, but even after we were given the timetable, two of the restaurants completely forgot about our reservations when we showed up for dinner.

We tried ordering room service a couple of times, and we enjoyed it. But we couldn’t keep this up every night, as the menu options were limited to mostly fast food and snacks such as pizza and nachos.

It’s not unusual for all-inclusive resorts to host large groups such as wedding parties, bachelor and bachelorette groups, or families with children.

With that said, I couldn’t understand why this resort would implement a system that worked against larger groups, who would evidently be paying a lot of money to be there.

Mexico ranks among the top 10 most favored tourist destinations worldwide, Miguel Turroco, the secretary of tourism, shared in a Visit Mexico report in June.

The country’s tourism industry saw growth of 5.5% in the fourth quarter of last year — almost double the growth of the country’s GDP — according to Turroco.

Duncan Greenfield-Turk, CEO of the travel agency Global Travel Moments, tells me that all-inclusive resorts have “maintained their popularity” in recent years, though he noticed a general shift toward luxury-focused properties “as major brands like Marriott and Hyatt expand their portfolios in Mexico.”

But for groups who want something different, he recommends renting a property in Puerto Vallarta or Tulum, which he said have “plenty of space and personalized services.”

Overall, my family still had a good experience, and we appreciated that the resort addressed our concerns.

I’m not saying I’ll never try an all-inclusive resort again, but I won’t be returning to this resort or any others without a booking system.

Next time, I’ll follow Greenfield-Turk’s suggestion to rent a private property that can better accommodate larger groups.

The Fives Beach Hotel and Residences did not respond to a request for comment.