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“Exceptional Service by Sammy and Leydi” 4 of 5 stars
Review of Hacienda Tres Rios

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Hacienda Tres Rios
5.0 of 5 Resort (All-Inclusive)   |   Carretera Cancun-Tulum, Km. 54, Playa del Carmen 77760, Mexico   |  
Hotel amenities
Ranked #56 of 199 hotels in Playa del Carmen
Calgary, Canada
1 review
“Exceptional Service by Sammy and Leydi”
4 of 5 stars Reviewed December 30, 2012

We found the wait staff in the restaurants to be very attentive and we received excellent service. We also loved the different cloth animals and flowers left in our room - it was fantastic!

We want to sincerely thank 2 very extraordinary people at the resort who made our Christmas vacation feel very special - Leydi at the Sports Bar and Sammy who oversees the resort staff - this man seems to be "everywhere all the time". Each time throughout our stay these people greeted us with warm smiles and kind words. It felt like old friends from home.

We stayed at HTR last November and briefly had the pleasure of meeting Sammy. We were pleasantly surprised when we arrived at the resort around dinner time last week and Sammy instantly recognized us and was off and running to ensure that we had a table for dinner at Porto Bello "after such a long trip". On another evening, during one of our conversations with Sammy, we told him that we were going to Casa Las Islas for the buffet dinner. Sammy asked us to meet him in the lobby before going to dinner - we did - and what a surprise!!! He had arranged for a private table for 2 to be set up in a very romantic enclosed area by the wine cellar. We couldn't have been more pleased or surprised. That man is amazing!

We also had the pleasure of meeting Leydi at the Sports Bar. She was very friendly, personable and efficient - we couldn't help but love her! Our drinks were always on the table even before we asked. She even suggested a few "special" drinks that became favorites. We will miss her and look forward to seeing her next year!

Thanks again Sammy and Leydi - you made our stay special!!

  • Stayed December 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this review, January 22, 2013
Dear Guest:

Thank your for your nice comments, specially on our staff which we are very proud of. We are glad to read you were able to experience our Mexican hospitality and enjoyed the property.

Next time you visit us, remember to experience the Chef’s Table. A 7-course dinner in the Chef’s private kitchen.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (537)
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English first
1 review
3 of 5 stars Reviewed December 30, 2012 via mobile

We stayed for 7 days and Leydi in the sports bar was AMAZING!!! She made us feel so comfortable and was so great and friendly with her service! My boyfriend and I went back several times to see her. The beach was beautiful, the pizza bat could have better service .

  • Stayed December 2012
    • 4 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this review, January 22, 2013
Dear Guest:

Thank you for you comments. We know how important holidays are for our guest and we are delighted that you enjoyed your stay with us, furthermore we are happy to hear our team assisted you in having a memorable vacation experience. Like us on facebook for further information on our events, products and services.

It will be our pleasure to be your host again.
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1 review
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed December 30, 2012 via mobile

Over priced, under delivered. In it's first year the sales pitch of endless luxury sounded good. However with time and hard use the facility is showing its age. Seems ownership is unwilling to invest in maintaining the property to its former 3 1/2 star level and it has slipped to 2 star at best. The food quality is significantly lower than past years, no robes in the rooms anymore, no Internet to speak of, no US TV stations, mattresses need replacing, towels getting thin.

  • Stayed December 2012
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
La Mesa, New Mexico
1 review
5 of 5 stars Reviewed December 30, 2012

Spent a wonderful Christmas week at Hacienda Tres Rios. The staff makes you feel special all the time. The variety of food and restaurants and all the activities included help make the stay there very relaxing and special. This was our fourth trip to Hacienda Tres Rios since 2008. We did swim with the dolphins, visit Chicken Itza,and Fifth Ave in Playa del Carmen this trip but with the cenotes, kyaking, snorkeling,bicycling and other activities, one trip, we didn't leave the resort as we were too busy with the resort actiivites. The Kids Club helped my 8 year old granddaughter feel that her time there was so special with the activities that including games on the beach, swimming the cenotes, kyaking, crafts, making pizza for lunch, decorating cookies. She didn't want to leave the resort. The photographer there also took pictures of their activities so she has those for her photo album. She would spend most of her day at the Kids Club so we adults had our own time to enjoy without worrying about her. We had the two bedroom master suite and junior suite combination with a roof top retreat and it was luxurious. The service is great everywhere, even on the beach. A special treat for our granddaughter was to see Santa and his elves on the beach on Christmas Day...even for us as we had never had the experience of seeing Santa on a tropical beach. Our only disappointment was that the trees around the pool areas blocked what had been a beautiful view of the pool areas and palm trees to the beach from the balconies of the rooms. Hacienda Tres Rios is a place for a wonderful, luxurious nature park experience.

Room Tip: Rooms on the third floor of buildings have a better view to the beach and water.
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  • Stayed December 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this review, January 22, 2013
Dear Guest:

Thank you your nice comments. We are delighted to read that you have been visiting us every year since our opening and it is always a pleasure to be your host.

Next time you visit us remember to try our Temazcal Experience. An ancient steam bath with curative and therapeutic benefits which have been used in Mexico for centuries.

We look forward to your next visit.
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Chicago, Illinois
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed December 30, 2012

My family and I, really loved the service at Tres Rios. It is surrounded by natural beauty. The residents always protrect nature and the tourists. It was the best vacation we had.Tres Rios has three cenotes (fresh underground water). A jungle surrounds the hotel. The sea is warm and clear, many fishes can be seen when snorkeling. The island of Conzumel is a barrier to minimize strong waves. The hotel provides transportation. Ask concierge for additional info.

  • Stayed December 2012, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this review, January 22, 2013
Dear Guest:

Thank you for sharing your comments. We are delighted to read you were able to experience what Tres Rios Nature Park has to offer. Please follow us on facebook for year-round information on the resort like events and awards. The nature park has 326 acres of pristine tropical rainforests intersected by three winding freshwater rivers, decorated by ten fascinating cenotes (cave-like sinkholes with natural wells), home to 120 species of plants and 90 species of animals. It is the only nature park in the Yucatan Peninsula that includes three distinct ecosystems: jungle, mangrove forest and coastal dunes.

Next time you visit us remember to experience a Ya'ax che Spa Treatment and achieve a feeling of wellbeing and health, leaving behind the stress of everyday life.
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Oshawa, Canada
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed December 29, 2012

Family Robinson just enjoyed yet another Christmas vacation at Hacienda Tres Rios in Mexico. This all inclusive, luxury resort caters to making guests feel special. It started with Gregorio
In the buffet breakfast area - he introduced himself on our first day and pampered us with service including 'Breakfast of Champions drinks. Not to be outdone, our sales agent Rayna Riaz skillfully navigated us through rain filled weather at the Hacienda Horse presentation Thursday evening. Of special interest was her personal attention to us at the cost of an evening at home with her relatives.

We found the Concierge Service to have 2 especially dedicated and skilled staff members - Angelica Campos and Andreina Mastranza. No matter what minor issue Family R needed their assistance with they were always pleasant, professional and able to quickly resolve our concerns. Andreina went out of her way to say "hello again and welcome back ' on our arrival day. We saw her several times during our week and were always greeted y a friendly smilenand hello - despite her never being our assigned concierge. On check out day she Medina

Stayed December 2012, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this review, January 22, 2013
Dear Guest:

First of all we would like to thank you for taking the time to share your experience and also for chosing Hacienda Tres Rios as your destination for your Christmas vacation. We are pleased to read you had a wonderful time during your stay and were able to experience our Mexican Hospitality.

Next time you visit us remember to vist our Tres Rios Nature Park and also take our exclusive Senseadventure experience where a guided exploration of select areas in the nature park while blindfolded to heighten your other senses. This magical journey through nature is led by a holistic guide, who presents various natural elements for you to touch, smell, and even taste, drawing attention to the sounds around you.

Sincerely,
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Chantilly, Virginia
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed December 29, 2012

It seems as if the management has been listening to the complaints on TripAdvisor and many of the things noted in the one-star posts appear to have been resolved. The only real problem we found was that service at the restaurants was inconsistent.

Arrival and the sales pitch: We arrived at 11pm so our personal “concierge” was not there. We were told that we should definitely meet them the next morning at 7am. Instead, we arranged everything through the concierge right next to check-in desk, the real resort concierge, and they were always professional, very friendly, and helpful. None of the restaurants require reservations and all activities/tours can be scheduled through the resort concierge. The sales concierge called once, leaving a voice message, but we ignored it and they never bothered us again. (We did notice lots of families painfully sitting through their “introduction” by the sales staff as they checked into the hotel during the day. It may be rude, but perhaps they should’ve just walked away?)

Facilities and staff: The grounds, facilities and rooms are well maintained and clean. As opposed to one of the one-star reviewers, the cleaners even left towel elephants and swans on our bed. Lots of chairs around the pools means there was no need to rush out to throw a towel on one to reserve it. The staff, with the few exceptions of wait staff mentioned below, were great. Everybody seemed to work hard to make sure your needs were met and that you were having a good time. A member of the ground maintenance staff, seeing me try to break a coconut for my wife that I had found on the ground, came back with a fresh coconut and machete and sliced it open for her to taste. When we noted the staff eating from a buffet around the corner in one of the restaurants the manager told us that is was more traditional Mexican food, prepared for the staff, but there was no reason he could see that we couldn’t help ourselves to it if we would like. We didn’t as we didn’t want to intrude, but the offer was spontaneous and generous.

Activities and cenotes: The activities were varied and the activity staff was consistently great. I would strongly recommend the kayaking and snorkeling tours in the short river in the nature preserve and the off-road Segway (costs $20 per person). The Segway tour also shows you the best place to view raccoon-like cioti along the service road beside the hotel. A large family of coati hang around the road waiting for handouts from the staff.
Don’t ignore the cenotes. We explored and swam in a number of them. We never saw anybody else and the water was crystal clear and rejuvenating.
The marina with a short snorkeling trip and a longer catamaran cruise opened for the first time while we were there. We didn’t have the opportunity to do either of these but the gentleman running these tours was very friendly and I wish him the best.

Beach: The beach, as many have noted, isn’t really for swimming and isn’t the beautiful blue color you will find at Cancun or Playa Del Carmen. There is a pier extending into the sea which is nice to walk in the morning. We spotted gar, jellyfish, a stingray, and some small tropical fish.
There is a small lagoon where the rivers flow into the sea that is quite beautiful on the north side of the property. The water is clear and you can see some fresh water fish and crabs. In general, however, plan on swimming in the pools and cenotes while wading through the lagoon or along the beach.

Restaurants: The restaurants generally opened 15-30 minutes after their scheduled times (this seemed to be the status quo at most of the facilities as well as the beach / lobby activities, although the bike, kayak and Segway tours started on time). In addition, the hotel guide book in the room was dated, and some of the information pertaining to which days select restaurants were closed was incorrect.

At the El Alebrije, the Mexican haute cuisine restaurant open only for dinner, we waited for 30 minutes before receiving the drinks we had ordered and only two other tables had patrons so it wasn’t due to excess business. The food was decent. This restaurant may be difficult to find although you can see it directly above the lobby. There is an elevator just to the right of the sales concierges which provides direct access. Alternatively, you can enter through an unmarked door on the second floor.

We had a great dinner at Kotori, the Asian fusion, dinner-only restaurant. Our waiter, Alejandro, did a very nice job and the food was very good.

The Hacienda Grill serves breakfast, lunch and dinner, and was, in my opinion, one of the better restaurants. Luis, our waiter in the evening, was very quick and efficient. Given that we ate here the evening after eating at the El Alebrije we were very happy to have a great server.

Pizzeria Il Forno offers pizzas and calzones near the pools in the afternoon. The brick-oven pizzas are light and tasty. Wait staff from around the pools can deliver anything from the Hacienda Grill or Pizzeria Il Forno to you at the pool. The pool wait staff was inconsistent, often disappearing for long lengths of time. We generally tipped a dollar or two with every delivery and this please our pool waiter greatly and we had great service whenever we were in his section.

Porto Bella, the night-only Italian restaurant, somewhat hidden behind some bushes in front of the hotel was our worst experience. Our waiter, Julio, could’ve been replaced by a plastic plant and we probably wouldn’t have noticed a difference. Struggled to get somebody to take our drink order, drinks were never refilled, plates were never cleared away between courses. The food wasn’t bad but didn’t really excite us either.

Some of the wait staff rotates through the restaurants, so I cannot be sure if the El Alebrije and Porto Bella are consistently inferior or if we were just unlucky.

The Casa Las Islas breakfast buffet was consistent with other resorts we’ve stayed in around the world. We had amazingly bad and rude service by Ernesto and had to complain to the manager, Carlos, who apologized only after my wife took his name and stated she would report both of them to the manager of the hotel. When we returned the next day, Carlos must’ve realized we didn’t report him and we again had bad service from Ernesto. Needless to say, after that we sat in a different server’s section each day and had excellent service from the other staff. I especially liked the lady running the eggs/omelet station in the morning. She couldn’t speak much English but always had a smile and a great attitude. It’s unfortunate I can’t remember her name.

Room service was efficient and very good. The portions served, however, are somewhat small so you must plan for this when ordering.

Overall, I found the Hacienda to be a very relaxing place to visit. If you are looking for a partying scene, or an area with lots of college aged guests, it is not the place for you. If you are looking for a good place for family with varied outdoor activities, or simply a place to kick back and enjoy yourself, I believe you will be very satisfied at the Hacienda.

  • Stayed November 2012, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Hacienda Tres Rios

Address: Carretera Cancun-Tulum, Km. 54, Playa del Carmen 77760, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Beach Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#27 Top resorts Hotel in Playa del Carmen
#29 Luxury Hotel in Playa del Carmen
#37 Family Hotel in Playa del Carmen
#38 On the Beach Hotel in Playa del Carmen
#50 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Hacienda Tres Rios 5*
Official Description (provided by the hotel):
Luxury and sustainability create unforgettable vacation experiences at Hacienda Tres Rios, an all-inclusive resort located in the heart of the Riviera Maya. Nestled in a 326 acre pristine nature park, this natural paradise boasts three fresh water rivers and 10 cenotes (natural occurring sinkholes) and is home to over 90 species of fauna and 120 species of flora. Hacienda Tres Rios resort brings together luxurious accommodations, gourmet dining and a wealth of activities on the shores of the spectacular Caribbean Sea in the Riviera Maya.The resort's 273 spacious suites feature a modern design inspired by the Mexican hacienda style. Each suite features 300 thread-count Egyptian cotton linens, extra thick luxury mattresses and a pillow menu. Most suites also have a Jacuzzi for two and spectacular views of the Caribbean Sea. Designed to ensure you never run out of dining choices, Hacienda Tres Ríos resort offers countless options; private dining alternatives, a sommelier (wine steward), 24-hour room service and a variety of specialty restaurants ranging in taste from Italian and Mexican to French and Asian cuisine. ... more   less 
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Also Known As:
Hacienda Tres Rios Hotel Playa Del Carmen
Hacienda Tres Rios Riviera Maya/Playa Del Carmen, Mexico

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