We have stayed at this resort maybe 7 times. This year when we arrived for a 10 day stay, the very pleasant little check-in girl made mad enough to ruin my first 2 days at the resort. I was so mad when we finished check-in, I could hardly contain myself. She was very rude, unaccommodating and short tempered. I may stay there again but also after that I may NOT ! There are many resorts to spend your pesos at and more opening every year........I asked if there were any room by the ocean and she shot back at me, You Want to Pay ????, very rudely.
Well I did want to pay , but after her dealing with her for about 3 minutes we finally got a room near the pool anyhow, after she said there wasn't any the first 2 times I asked that question. It still upsets me when I talk about it. I have never received that sort of treatment where you are paying well to stay. I later saw her doing other tasks at the pool so maybe they NEED to keep her AWAY FROM THE CHECK-IN DESK. if she doesn't like it there!....Last year we had Much Better Service. I wish I could remember her name.......
This August we have decided to go back to the Riviera Maya but have booked an alternative resort to see if they can do better.....Del Mar, this kind of service will keep people from returning......There are too many alternatives.

This was the best vacation ever! We stayed for 6 days, 5 nights (June 19-24th 2008) and loved every minute of it. We stayed in Building 11- pretty close to the beach. To start, the staff was very helpful and fun to be around. Kudos to them! The drinks were good- David (curly hair) :D in the lobby bar introduced us to the "Boom Boom" shooters- they were fun and we had 18 shooters each in one day but still managed to stay somewhat sober. (Note: if you are a cognac drinker, get it from the airport b/c this resort does not have it- only brandy). The grounds were beautifully landscaped- a real paradise thanks to the hardworking employees! From peacocks and lizards on the beach while I was relaxing in a hammock while reading my book to the large variety buffets, this place is awesome! My only petpeeve is the pool closes too early- we were put out the pool round 7 pm on 2 different nights and this was on the weekend!- We are night owls and wanted to stay in the pool at least until the sun went down but we ended up goin to the beautiful beach afterwards. This is definitely a 5 star resort. Make sure you book your reservations at the a la carte restaurants ASAP b/c they fill up quickly! We also had a massage on the beach from the El Spa staff- I'm near speechless-- it was a dream come true and they did such a great job of smoothin my aching muscles, I fell asleep- it was heaven on earth! Also, there were a couple women exposing their [--] on the 1st day at the beach- As bad as I wanted to expose mine, I didn't because there were children on the beach. Club Galaxy was nice but I was too tired to enjoy it- We had went on the water jet skis/ziplining excursion earlier that day and i was out of energy. Helpful Tip: Jump on the 1st tram that pulls up at the club when you're ready to go to your room- the guy who supposedly organized the waiting crowd did not do a good job and 3 different groups walked out the club and jumped on the tram while we were already outside waiting and all the organizer kept saying was "5 more minutes" when he told us that 20 minutes ago! I didn't find the beds hard at all (as stated on some reviews that almost discouraged me from booking at this resort)- my bed was solid and comfortable. The rooms were clean. Overall, this resort is well worth the money and I would love to go back!

While vactioning with my family in June a bus load of high school graduates from Texas arrived for their senior trip. Since the drinking age is 18 in Mexico, we ended up with a bunch of drunk, loud, foul mouth kids. Who had to openly and cruedly discuss there sexual activity. The hotel policy states, no spring breakers but allow High School students. Does that make sense to anyone else?

When I addressed with the front desk upon check out. I was told to "spend more money and go to one of the upscale hotels." I thought I was at a upscale hotel. GUESS AGAIN.

This was my second and final trip.

We booked our travel about 6 months ago. We've been to Mexico 8 times and have stayed up and down the coast; as far down as Xel-ha and in Cancun. This resort is sort of in the middle. We are 4 people. Two adults, two teenage girls (16 and 14). We only lasted one day in the resort and changed hotels. The pool is huge; lots of seating but laid out in an awkward way, there are few places you can actually cross over to the otherside - so it could be frustrating to get around. The Beach is beautiful, but like many of the beaches there is natural erosion - as we've traveled to Mexico 8 times, we have seen the beach become smaller and smaller - nothing the hotel can control. The hotel is situated in a way that there is little breeze that comes from the ocean and because of the foliage, you almost get a tropical rainforest effect and it is very humid, more so than other resorts. The food is very good - HOWEVER - there is no indoor dining options for breakfast and lunch and this proved to be a problem for us. We live in the northeast and my husband works outdoors and candidly we were just uncomfortable eating without proper a/c - this was a mistake our travel agent made - the hotel is not to blame. There are specialty restaurants for dinner that have a/c - depending on the nights you stay, you are allotted nights you can dine at these restaurants - we were allotted 2 nights at these restaurants based on a 6 night stay at the resort. You have to wait on line forever to make the reservation. While we were waiting online, I went to the Apple rep and explained our dissappointment and they were very helpful "Carlos" and by the morning, we have another hotel option and we changed hotels. We stayed packed and moved to the Riu Yucatan - which is a much smaller, but very nice resort with A/C dining.

Overall, food good, beach average, rooms average, try to get buildings 13,14 or 15 to be center of the resort and ask for a top floor. location is poor, it is not near anything - 20 minutes to Cancun and 20 minutes to Playacar - 5th Avenue. You are pretty much confined to this resort.

And if you need to eat in a cool a/c restaurant - this is not the hotel for you.

This is not a 5 hotel by any means; but worth the money and a solid 3.

A 5 hotel would be moon palace - but horrible beach. The Riu was also a 3 - but the a/c made is good.

Customer service by all staff memebers was a 5+

good luck.