Let me begin this by saying we've been to many different all-inclusive resorts in the Caribbean with 2 of the stays being at Exotica resorts (EDSS & EDRoyale). This was our 1st time to HBR.
We arrived on Saturday - 1st were taken to the wrong lobby (EDSS side) and then taken to the correct side after getting strange looks from the EDSS side check-in personnel. Then we finally got into our rooms and were thrilled with the room and the look and feel of the resort. The room was freezing so we moved the temperature up 2 degrees and took showers to clean up for dinner. After taking showers, the entire room's tile floors were wet. We had to put towels down everywhere so we wouldn't fall. Now we realized why they had the rooms so cold - to keep the humidity off the floors. I've never had this problem in any other resort so I'm not sure how it can be remedied, but they at least need more rugs so guests don't fall.

The next morning on Sunday, we asked the concierge to see if we could be moved into a room with a swim-up pool using a $500 gift certificate we had from Exotica for a tour we took a few years ago. They told us they couldn't but that they would contact the Exotica rep to discuss it. The coupon was supposed to be for $500 off our next trip with them, but only if we booked through Exotica and we had already booked our trip through our own agent and then decided to move it to HBR - so we couldn't use their agent. Anyways, so the concierge told us she would try to reach the Exotica rep on Monday morning - but alas, nothing Monday or even Tuesday morning. Finally around 4:00 Tuesday they finally reached her. But by that time our vacation was half over and we would be gone on an excursion all day Wednesday. So we told them to forget it - maybe we'd use it somewhere else.

Oh yeah - along with the request for moving to a swim-up room, we also brought to the concierge a plate of strawberries that were ant-infested. Our bathroom had ants all over and the strawberries that were left one evening were a lovely meal for the ants. So with these two frustrations, it seemed like they would move us to a nicer room just to be nice and treat Repeat-Customers with a bit more respect. As I stated before, we go to at least 2 resorts a year and I've never had to beg to be upgraded. We didn't originally purchase the swim-up rooms because I've never been impressed with the location of those rooms at other resorts. This resort had a great set-up for the swim-up rooms and when we checked in the resort we were told the resort was only 40% occupied. We did notice that several swim-up rooms were empty the entire time we were there.

The upstairs regular rooms were somewhat claustrophic because they do not have a balcony (only about 4 do have balconies). They do have a window to look out, but if you open the window, then the tile floors get wet from humidity. One other lady there at the time had a huge bruise on her arm from slipping on the floor. Plus the rooms need a small couch or love seat to relax on - the only sitting areas had tables with 4 stiff back chairs - not comfortable. So we ended up sitting on the bed to relax where we froze because the air conditioner blew so hard directly on the bed.

The food was so-so. Entrees seemed to be lacking but appetizers, soups and salads were good. The room service menu could be upgraded - I don't want a sandwich for my evening meal and would prefer to have better appetizers on the room service menu.

They need to start the entertainment earlier at night by 9:00 or so - many guests complained of that. After a day in the sun and the pool, it's difficult to stay awake for entertainment that doesn't start until after 10:00. The average age of guest is 40 or older so I know I'm not the only one with that problem.

On the plus side, the service was great - all staff were very courteous and friendly, even the concierge staff who knew we were frustrated, but their hands were tied by management. I really did appreciate the drink service girl who went to the little cabanas and took orders. The resort layout was great - not too big and beautiful gardens. And we did enjoy getting to use the EDSS restaurants also. The Asian restaurant was great for dinner and the Vida was absolutely fantastic for breakfast.

Also, take the Tulum Extreme excursion - it was great. Thanks Marcel for making it a fun and safe trip!

All in all, the staff works hard, the HBR resort is gorgeous and not too big - but there are just a few things that keep it from being a 4-star resort.

...HARD TO LEAVE!!
(Numbers next to the text correspond with posted pictures and should help give more of an overview and explain some of what is mentioned below)
Our 2nd visit & 1st stay, 7-01 to 7-8-08. We thought our first visit in October could not be surpassed, BOY, WERE WE WRONG! A late arrival at HBR (01) made the lengthy journey nightmares disappear, met by Hugo the bellboy (once again) and ushered into the lobby where we were met by Carolina. After a sip or two of the bubbly, a shot of Don Julio Blanco and shedding the textiles, we were off to “La Vista” for a late dinner. No surprise, the food was excellent.
Our room was on the 2nd floor, room #1112 (02) and was one of only 6 with an open balcony (4 of which have a cupola). Rooms on the 2nd floor are a little larger than the swim-ups on the 1st floor and having the vaulted cupola made it seem even larger.
Since most of past reviews cover areas that don’t need to be repeated, I’ll try to touch on a few additional items.

GUESTS: During our stay occupancy ranged from 34 to 56 guests from all walks of life, body types, social status and backgrounds. Without the facades put up by textiles, no one knew or cared. All in all a real fun group, the guests we met were very courteous and respectful of one another, save one single male who did overstep the boundaries and was quickly put into his place by myself and the staff.

STAFF (03): No more needs to said about the level of excellence management sets and expects from the staff at both EDSS and HBR. However, I do want to mention a few who went above and beyond that level of excellence;

Hugo the bellboy – On both visits to the most fabulous place on Playa Kantenah, he was the first person to greet us and the last to see us off!!
Chief of Village – Enrique Moreno!
Concierge – Carolina, Valeria!, Karla! & Ana.
Copelina – Food & Beverage? - she was everywhere and paying attention to everything!
Head Chef & Cooks - no names, but they know who they are!
Wait staff – Miguel Angel, Anicieto, Portofino, Jesus & Galdino.
Bars – Carlos, Sabino, Esperanza, and David in the Moonlight Bar.
Entertainment – Sergio “Harry Potter”, Gere (Mgr.), Lalo (D.J.)
Gardening – Head of Department (can’t remember his name, located a small coconut, cleaned & drilled holes in it for me to make a bra with, which I forgot to bring back with us!)
Security – Marco & Jose, while I was taking photos of the sunrises in the early mornings, spent the extra effort communicating with me by writing with sticks in the sand, me learning a little more Spanish & them learning a little more English!!!
Housekeeping – Filipa & Rosa, our maids - excellente!

GROUNDS AND POOL: Well maintained and clean. Walkways are not as rough as EDSS and made it easier to go around barefoot. Hot tub by the main pool was always warm and in my personal opinion comfortable. The larger tub in the new Moonlight Bar (04) was never occupied as it was cold until our last night and then we were the only couple using it. We did talk a walk about a ¼ mile north of and off the resort to search for “treasures”, found a few, including “Wilson Jr.” and brought back a tub full of garbage (our part to help clean up the “Roo”)
ACTIVITIES & ENTERTAINMENT: Sadly, on Saturday July 5th, Isabel said goodbye to HBR. Hopefully she will be carrying her wonderful personality to where ever she goes. She will be missed :o( On the cheery side, Sergio (AKA- Harry Potter) kept the guests smiling and entertained throughout the balance of our stay. I thoroughly enjoyed the afternoon water volleyball games, while I still can’t remember all the rules ;o), I can remember “Team B.F.P.” being the victor. We both enjoyed the “Afternoon of Bliss for Couples” class and my better half attended a class on the art of seduction for women, all conducted by Tantra instructor Heather Dawn :o) In the evenings we were treated to a Mexican dance review, a so-so “circus” performance, the unbelievable sounds of the band “Quarzo” (05) (excellent rock covers) and our best evening was on the 4th of July, dinner poolside followed by the fire show (06), AWSOME!
After the shows the Moonlight bar quieted down and Lalo the DJ spun the tunes. Most evenings things were dead by 11:30 or 12:00, but the music continued until 2:00AM regardless. Plans for the old “Moonlight Bar & Disco” are still being discussed by management as to what the best use for the area may be, so stay tuned!

FITNESS & SPA: Was glad to see the fitness center (07) finished after the damage from hurricane David, modern equipment, roomy and clean. We did indulge ourselves with full body massages etc. Highly recommended on your first day to relieve the stresses of travel, etc.

SUGGESTION AND RECOMMENDATIONS:
There is an extreme need for a general use bathroom at or near the new Moonlight bar!
Hot tub in the Moonlight bar could be a lot warmer during evening hours.
Music in the “C’est La Vie Bar” & “La Vista” restaurant area during dinner hours would be nice, since the entertainment staff shuts things down at the activities center at that time. Possibly some light jazz, classical or easy listening.
The outdoor food at lunch was great but could have more variety from day to day. Possibly based on the theme days?
On a personal note… We would love to see “Wilson Jr.” (08) become a permanent mascot at the main pool bar. All the guests (and staff) enjoyed his presence during our stay and he is a fair volley ball referee!

From sunrises to sunsets (09&10) this was the best, to date, anniversary trip ever! Now the only problems are, transitioning back to the textile world and to figure out how soon can we return. ATTENTION: Sr. Rubli and Sr. Emiliano… we will be back (That’s not a promise, it’s a vow! :o)
CTinSO

We cant say enough about this resort except you have found the garden of eve paradice as you have never seen the staff cant do enough for you from the time you arive till the time you leave .Gourmet food top shelf liquor entertainment all day and night.The swim up bar pool is awesum so is the 10 couple hot tub ,The newly bult disco features A cool down tub for thoes all heated up from dancing till 3 AM EVERYTHING YOu caN think Of is ALL incLUDED AT NO EXTRA COST 24 hour room serv for thoes with the munchys,They even have A full time tour director on premices.One thing for thoes of you whoe are offended by total nudity do your self A favor dont attend this resort ,But if you want to try this experance bring plenty of strong sunblock

Excellent food diffently want to return. Staff was wonderfull. Comfortable from the first moment we arrived. We felt very at home. That is the only way to say it. No clothes means no clothes now having a hard time to adjust at home. We have been to other resorts and this one is in a class of its' own. Will be back there next year. Also the massages are great on the beach. The staff remembered our names after the first morning. They have strict rules which they adhere to and nothing out of line allowed. Loved it!!!!!!!!!