Search Hotels Near Cenote Santa Cruz, Playa del Carmen

"I rarely leave reviews, but I truly wish someone had warned me. Our “welcome gift” turned into a $1,400 upsell just to access parts of the all-inclusive resort. Nowhere was it clearly explained that these amenities required an upgrade. This upgrade was also supposed to include a butler, yet we never met or heard from this person our entire stay. Yes, the property is large and beautiful, but the lack of signage and helpful staff made it frustrating to navigate. We got lost multiple times, and even a staff member trying to help us had to call for directions. The food was very underwhelming. Every buffet felt exactly the same, and even the wedding we attended had food identical to the buffets. The bride also struggled with poor coordination from her wedding planner, and the wedding party lost about 3.5 hours of scheduled time due to disorganization. Customer service was disappointing. Staff rarely greeted guests, avoided eye contact, and basic hospitality like a smile or a simple hello was missing. Housekeeping only serviced our room once during our 4-day stay, which was right after check-in. Checkout was just as cold. No one asked about our stay or thanked us, but they were quick to push a timeshare presentation. Overall, this resort seems to rely on its size rather than service or quality. The food felt mass-produced and the customer service did not match the price. Would not recommend!!!!"

"good staff good location good environment "

" Hotel was old bathroom had mold "

"This is our fifth time in Mexico, and third time in a Riu resort. It’s tough to make an extremely critical review, as it acknowledges that what you paid did not equal what you believed you were getting. I will break down my review into components. Hotel grounds: The grounds were clean, and natural areas beautiful. The kids thought that the large rodent and raccoon like animals throughout were neat. The pools were small, overcrowded, missing tiles and in a poor state of repair. Swim up bar was small and not connected to other pools. The beach was absolutely amazing and well kept. The grounds in general were overpopulated without enough common space, pools, or loungers for the number of guests. Rooms: We’re small, and run down. Paint chipped off all furniture, sink cracked, vent hanging down in shower. The doors between adjacent rooms faced each other in a small access hall. The doors slammed whenever closed and were very noisy. Food: The food was by far the worst we have ever had at a resort in Mexico. The specialty restaurants were bland, meals weren’t anything more than plated cafeteria food, and service was poor in general. The exception to poor service was the Italian restaurant, where we got good service, but still bland food. After trying each specialty restaurant, we decided to only go to the buffet, as you could see what you were getting before committing to it. Drinks: Drinks at the bar were fine, with reasonable wait times. Entertainment: This is "

"Food was okay! Everything else is great!"

"Great experience, fun events, fresh food "

"The staff were pretty consistently rude for most of the week we were there. When we would ask for food at restaurants where they were serving at buffets they were consistently rude or acted like we were annoying them or like they didn’t want to be there. It was pretty shocking considering what we paid to be there. We wondered if they were treating us that way because we were Mexican-American and not White. No matter the reason, it was not OK. If you’re looking for a beach, this is not the place for you. The beach is very small, most of it is Rocky, and there was lots of sarga while we were there. We most definitely will never return here."

"Friendly staff and extremely accommodating. Great experience!"

"Need more bars"