Riviera Maya Mountain Holidays

I am writing to express my disappointment regarding several significant issues during our recent stay. While the hotel staff was polite and helpful where possible, the logistical failures severely impacted our vacation experience. Key Issues Encountered: Room Discrepancy & Downgrade: We booked and paid for upgraded rooms but were placed in a standard room with two double beds upon arrival. Although promised a switch the next day, we were not moved until the third day. Service & Booking Disruptions: Due to being "checked out and re-checked in" daily while waiting for our room, we were unable to use the hotel’s restaurant reservation system. Consequently, we missed out on all but two specialty dining options. Inaccurate Amenity Information: The website states the main buffet is open all day; however, it was only available for breakfast. While breakfast was excellent, the lack of lunch and dinner options was a major inconvenience. Facility & Staffing Limitations: Pool: The water was too cold to use, and there was zero seating available for parents to supervise children. Bar Service: Guests were required to wait in long lines to order drinks before being allowed to sit at the bar, rather than being served while seated. Club: The club was severely understaffed with only one bartender and had extremely limited seating. Positives: I want to acknowledge that the rooms themselves were great once settled, and the staff remained professional and polite despite these systemic issues.

Incredible experience through and through.

It was great value. Clean and convenient. Food was delicious . People were friendly. A/C didn’t work well in one bedroom and we couldn’t get TV’s to connect to any streaming service and could not cast.

Ocean and pools on property view. Nice cafes on beach well kept. Easy to get around convenient breakfast buffet, Dinners were good portions and served very well. Concierge was helpful and staff seemed to look out for each guest.

Ocean and pool view, but on one side of the hotel there is a beach club that is extremely noisy. We had to ask for a change of room. Anyone booking should make sure to ask for the quieter side. I think they should have to disclose how loud that one side is.

Ocean and pool view, but on one side of the hotel there is a beach club that is extremely noisy. We had to ask for a change of room. Anyone booking should make sure to ask for the quieter side. I think they should have to disclose how loud that one side is.

Whole resort and room was clean, staff service was outstanding as was the food and drinks.

I am a Expedia gold member which it says that if a room upgrade available I would get it for no cost. Well there was an upgrade available for about $140 a day. The first three days there they closed down the swim up bar at 3pm for private party even tho they did not use the pool.there was a perfect spot behind the swim up bar for private parties. We were also advised that the restaurant are first come. But when we arrived at a restaurant they advised a 90 min wait. Even tho they had numerous tables available and they advised by they were reserved. So that’s when we found out about butler service. So if you have a butler you can make reservations. Very nice perk if u have it. The food is absolutely amazing at all of the restaurants however at ever restaurant they have up charges for certain food items. I think if you pay for an all inclusive it should be all food. The food staff is absolutely amazing.

Very nice, very clean, staff was exceptional. Would definitely stay again!

there was no hand towels, no wash cloth, no cookware in the kitchen, only 1 glass , the fridge leaks water, the balconie door is very hard to open. the room and whole exterior needs a paintjob. the staff was nice but lady had no english skills. they did let me check in early though, that was helpful

Ocean and pool view, but on one side of the hotel there is a beach club that is extremely noisy. We had to ask for a change of room. Anyone booking should make sure to ask for the quieter side. I think they should have to disclose how loud that one side is.

Everything excellent except service too slow beachside

Muy conveniente con excelente localización y servicio