Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
13207 reviews
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Mar 29, 2025Air conditioning doesn't work
The air conditioning is broke. I had 2 laguna villa suites and the coolest my room would get is 23 c. The other room 24c. That's about 75 degrees Fahrenheit. The humidity in the room was the same as outside, near 100%. The sheets felt damp like you were camping in a tent. We called maintenance to address the issue. They did some testing and said the room should be able to cool to 19c but that there was a pump in the cooling tower that wasn't working. They would have to shut the cooling tower down to repair it . I was shown 7 other rooms, 5 laguna villas and 2 platinum rooms after that sweat drenched first night and there were all the same temperature as ours. We prefer our rooms to be around 70 f with less than 100% humidity. This is our second time at this resort. The first time was about 10 years ago and it was fine. Overall, the service is good, the food is average except for the sports bar which was terrible. We've been to riviera maya resorts close to 20 times and haven't had a room this bad. Take it from a well seasoned traveler (airline pilot) don't book this resort until they repair the ac unless you like a warm humid room. March 24-28 2025. We booked thru expedia and they were going to contact the property, get a refund for the unused portion of our stay and rebook us at another resort. Maintenance thought they could fix the issue and we wanted to give them the opportunity to, but by the time they gave up we only had a couple days left. Expedia always takes good care of me (platinum) and were willing to do whatever it took. The resort however, had no answers to the issue.
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Mar 06, 2025Horrific!!!
STAY AWAY FROM HERE! ABSOLUTE NIGHTMARE! Run down, super loud, blaring music, screaming drunk people and screaming children everywhere. Horrible food it’s like a sweet tomato’s. Feels like. A trashy cruise ship. Couldn’t find a bar or restaraunt after walking for 4+ hours despite having the all inclusive. Blood splattered on patio balcony. Loud bingo/DJs everywhere. Drunk teenagers all over. Very strange place. Absolutely do not stay here! We left before even staying the first night.
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Mar 05, 2025Wonderful weeks stay, wish we had longer!
Wonderful week stay! The complex itself of beautiful & well laid out. Great amount of pools, well maintained gardens & the wildlife is fed and cared for which is brilliant. The restaurants offer good choice & a wide amount of restaurants to choose from (recommend booking early & in advance). The beach is lovely, a bit seaweedy but the sunrise was a particular favourite. The shops onsite are expensive ($34 for anti histamines) and no room for negotiation on price, unlike playa del carmen which is worth the short taxi ride ($20) but be prepared to be hassled into shops! The bar and restaurant staff are amazing - attentive & on top of cleanliness, they deserve every tip they get! Room is cleaned everyday, fumigated & the mini bar topped up everyday! Room service is quick Again cannot fault them. Overall a wonderful relaxing stay & highly recommend this hotel
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Mar 05, 2025A Wonderful Time
We were here with friends and had a great vacation! It is very helpful to download the Princess Hotels App. It has so much information on a la carts menus, booking the a la carts, spa menu, list of daily activities, and much more to help you be informed during your stay. The only things I have for suggestions for improvement would be putting numbers on the room buildings, ie we were in building 14, but there are no numbers on the buildings to indicate that you have arrived at that building, as well the poor staff at the pool bars, specifically the activities one, could use more staff as lines could get long.I will break down my review into categories. Rooms - we had a ground level room with pool/garden view. It was always cleaned, mini fridge stocked with water, beer and pop, lots of towels, comfortable bed and pillows. There is an extra blanket in the closet. Closet also had an umbrella, iron and ironing board, safe, hangers. The TV is old and the furniture a bit worn, but it didn't affect our overall enjoyment of the room. Grounds - well maintained, lots of trees, lots of wild animals like coatis, iguanas, monkeys (though we didn't personally see any), and resident cats. Do not feed the animals! They are wild animals, and by feeding them you encourage them to go through people's stuff. They were around but weren't a problem. The resort is very large, like a 10-15 minute walk from lobby to beach. There are golf carts on the back roads of the property if you didn't want to walk, but we enjoyed the walking. Food - we liked the variety and quality of the buffet, snack buffet, and the a la carts we went to (Mexican, Italian, Tapanaki, and French). When you come to a place this big, remember that the staff are not making each dish to what you specifically want or how you usually make it. We never found anywhere crowded. Experience different foods and ways of making them! That's the best part of all inclusives! Pools - there are many to choose from, from lively ones with activities, like foam party on Saturday, to quiet ones. Lots of loungers, some in the shade, many in the sun, and palapas. Loungers are in good condition. You don't have to get up super early to reserve loungers unless you want a specific area. I've walked around at 9am and have seen lots of shade options, even under palapas, that were still available. Everyday I saw staff cleaning and maintaining the pool. The lines can get long at the bars. Beach - unfortunately, nature is eroding the beach. It's still enough to walk on or have kids play on, but there is a big step down to get closer to the ocean. Bring water shoes as there are lots of rocks. They do a good job of removing seaweed in the morning. There is an area to the right of the beach that you can borrow kayaks, sea-doos, snorkel gear, and there are Scuba diving lessons (this is extra. My husband really enjoyed his lesson with Mateo). Again, even at 8am, I saw palapas available, but if you want a certain spot, go earlier to reserve. Service - It was really good. Most of the staff spoke good to excellent English, people came around the pools and beach seeing if we wanted drinks, at the restaurants people were pretty quick about getting drinks (sometimes we waited a bit but was usually because it was busy). Staff were friendly, saying "Hola" as we passed. These people work hard, so remember patience and kindness, and the occasional tip! I went to the spa and had excellent service there too! I did a hydrotherapy circuit before my massage,mini body scrub and mini facial. A beautiful, relaxing setting.
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Mar 04, 2025
Horrible
The Food was horrible, rooms are terrible, beach was not what you would expect. The hamburger meat was PINK SLIME. The drawer next to the bed fell apart over night creating a scare in the room. My son got electrocuted plugging the laptop. The jaccuzi bath tub had dark mold marks. The main door kept opening with the wind! the staff are working off of tips only. The managers are rude, no other word for it. This is at best a 4 star hotel, the guest know it, the staff know it and the management knows it. I rate my vacation there 2 out of 10. The only good thing about it was the pools. Please review the pictures, i do not recommend at all...