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This is the perfect setting for those who want to escape the everyday with a tropical change in latitude. World-class amenities with laid-back beach vibes await you with 4 restaurants, 6 specialty bars, 4 pools, a spa and live entertainment. Set in Puerto Morelos, 350 feet from Playa Punta Caracol, Margaritaville Island Reserve Riviera Cancun, by Karisma - All Inclusive offers accommodations with a restaurant, free private parking, an outdoor swimming pool and a fitness center. Among the various facilities are a bar, a garden, as well as a private beach area. The accommodations features a 24-hour front desk, room service and currency exchange for guests. Guests at the resort can enjoy a continental breakfast. Margaritaville Island Reserve Riviera Cancun, by Karisma - All Inclusive offers a terrace. The nearest airport is Cancun International, 9.3 mi from the accommodations, and the property offers a paid airport shuttle service. We speak your language!
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
TUI call this hotel, Margaritaville Beach Resort Riviera Cancun by Karisma, the Resort calls itself Margaritaville Island Reserve Riviera Cancun by Karisma. NOT to be Confused with Margaritaville Island Reserve Riviera Maya by Karisma (ADULTS ONLY).
This is a very small compact hotel that feels bigger and is very well laid out. Buffet food in the beach restaurant breakfast and a theme buffet 1 or 2 evenings evening per week, the rest of the time lunch and evenings its a menu. Rita's Taco's overlooking the beach is open from lunch to 5.00pm fast food style from a menu. Latino Restaurant, and the Italian Restaurant both have to be booked on the day. This is NOT an Adults Only hotel, but there is an Adults only pool area and bar. the pool in this area is very shallow less than 2 foot deep. Activities daytime are varied and you are not pressured to take part. The evening entertainment, normally a band and a disco/music at the 5 o'clock bar are finished by 10-10.30 pm. The Compass bar stays open till late if you need it. Pool foam Party in the 5 o'clock bar pool 1 day a week ( if you want to take part). Beach is small and busy. There is a swim up bar that is very well hidden, most people never find it or don't know it exists. The rooms are good but on the smaller side ( depends on what you are used too) The staff are all good and very attentive most will have a laugh with you as there English is good. Several staff that need a mention that stand out, Colin on the entertainment team, great character, no pressure. Martha and Edwardo Corzo in the Latino Restaurant, great service with a smile Karla in Reception, outstanding. Angel the bell boy , always a smile Just a note they also sell a form of timeshare /holiday vacation here.
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Date of stay: November 2024
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Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Dec 21, 2024
Thank you for sharing your detailed review! We're thrilled you enjoyed your time and appreciated the attentive staff and cozy layout of Margaritaville Island Reserve Riviera Cancun. Your feedback helps future guests plan their perfect stay. We hope to welcome you back soon!
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Just to be clear, this review is specific to Margaritaville Island Reserve Riviera Cancun (Family friendly. NOT the adults only resort).
This is my husband and I's home away from home. We took an additional 6 of our family members with us (their first time), for a total of 8 people. Alexsander...my go to guy...personal concierge at Prestige premier guest services helped set up all the rooms and request specific ones. And we got the exact rooms we requested!
The service is spectacular! The entire staff is friendly and attentive, making sure our vacation is perfect every time, but here are a few of our favorites...sorry, not sorry... there are a lot of favorites.
Alberto, our Butler...What can I say!!? He was the maestro of our trip. He made sure that we had everything we needed in our room and got us the best Bali bed on the beach! He went above and beyond, and asked his wife to bake a cake for 3 of our family members birthday! Let's just say Mrs. Alberto's Tres Leche and chocolate layered cake is the best!!! Thank you Alberto!
Jairo, our concierge, has been our "main man" ever since we started coming here. He is personable and also checks to see how he can make our vacation that much better. He was able to set up excursions and golfing for us with the snap of a finger. :)
Ulesys and Mike were the sweetest attendants on the beach. Always greeting us with a smile, making sure we had fresh towels, setting up the Bali bed and just plain made us feel at home.
Luz, our housekeeper, is so thoughtful. Not only did she keep our room spotless, she made sure we had little comfort touches. Making sure our snacks were put out just right for us on the table. That the robes were in reach of the shower. And our bed was turned down in the evening.
Sylvia, my massage therapist, is a master of her craft. I left the spa feeling like my muscles were butter and my mind clear. Highly recommend the Be Well treatment. The best scalp massage I've ever had and the honey scrub left my skin hydrated and soft.
Colin, one of the activity coordinators, had something fun to do every day! One particular rainy day, he set up a special table for the 8 of us to play Nertz (a card game). He hadn't played it before. We asked him to join us and picked up quickly. He literally became part of the family that day.
The food is great! We were always greeted at breakfast and lunch with smiles and laughs by Emilio, Sebastian, Antonio and Luis. We never went without "green juice" and mimosas. The breakfast buffet, including made to order scramble/omelets, provided enough variety to switch it up for 9 days. ALL Rita's Tacos plus there chips and salsa are my husbands lunch favorite. He literally could eat there every meal if allowed to. My favorite is the tuna tartar, crab cakes and a Caesar salad with shrimp at the Beach House. For dinner we rotated through all 3 restaurants. Miguel and Mario, at Frank and Lola's, are like family...they remember us every time and was excited to meet our other family members. Martha, at Latino, made sure we had a couple nights of special treatment. She set up Molcajetes for us. Order the Molcajetes in advance, you won't be disappointed. The resort also offers a couple evening buffet feasts at The Beach House (Mexican, Caribbean and seafood themed are a few that were offered), so just know you have plenty of options!
And then there's the drinks. Ricardo and Jose Luis, at the 5 O'clock Bar, remembered my husband's favorite beer (although it's not at the resort) and offered to stop by Pescadores Cerveceria to pick him up a case. Rodrigo, at Rita's Tacos, would make the perfect Cosmo, Margarita, and Pina Colada for lunch. Our evenings would end at the Compass bar in the company of Armando and Manuel, two of the nicest guys around! They make the perfect Tom Collins, Mezcal Old Fashioned and Expresso Martini. Not to mention an array of other cocktails. ;)
Rafael and Carlos, with Prestige, were easy to talk to and very helpful. Carlos took us on a tour of the resorts villas (per our request) just down the beach. He was super professional and also fun to hang around. Rafael navigated day and evening passes for us. 5 of us went on a day pass to the Riviera Maya (adults only) for a pool day. The night pass to Azul Beach Resort allowed all 8 of us to experience Le Chique tasting menu. 22 courses of fabulous experiences! Well worth the extra money.
I'd love to tell you not to go to this resort...mainly because we want to keep it to ourselves! But the truth is, we love this resort for the small, unpretentious, chill vibes. You can find as much, or as little to do as you'd like. We love the beach and how well it is kept (it's the sea, so expect seaweed). The rooms are roomy with comfortable beds with the most fabulous pillows! The food is great and the drinks are even better! But the real reason to come to Margaritaville Island Reserve Cancun is for the outright excellent service you will receive from all the staff! The are truly familia!
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Date of stay: November 2024
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Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Dec 2, 2024
It sounds like you had an incredible experience at Margaritaville Island Reserve Cancun, and it’s wonderful to hear how the staff made such a lasting impression! The personalized service you received, from your butler Alberto to the attentive beach attendants, really sets this resort apart. It’s clear that the team went above and beyond to ensure your comfort and enjoyment, whether it was setting up a special cake, arranging excursions, or offering unforgettable experiences like the 22-course tasting menu. With the great food options, friendly and helpful staff, and activities for everyone, it sounds like this resort truly made your vacation memorable. It’s easy to see why you’re so fond of this place, and your recommendations highlight the exceptional service that makes it special! Fins up! 🌴🦜🩴🫶🏻
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First of all - Thank you is owed to Jesus (the customer liaison representative) for his help and ensuring we had a great holiday. We were originally given a room right next to the pool bar (where all the evening and nightime entertainment take place) which was not the 'quiet room' we had requested upon booking. We were then moved on our third day to a lovely room away from the bar area. Other highlights were the restaurant staff who took great care over our needs and requests. We had specific dietary concerns and these were extremely carefully looked after. The staff at all the restaurants always welcomed us by name and by recognising we had food allergies that they were aware of. We don't get that level of scare and awareness at home. First class. Pools are great and plenty of space, gardens are beautifully maintained. Beach is cleaned very carefully - this is needed as like most of this region the Sargasso seaweed can blanket the coast overnight. We were there three weeks and were very sad to leave. We were originally booked for Cuba and our booking transferred here when all Cuban holidays were cancelled by TUI. It was a fair swap. Low level, excellent service and relatively quiet. We didn't realise that Margarittaville is a "Jimmy Buffet" themed chain and we hadn't heard of him or his music. At first the regular country music was a bit of a grind but became part of the charm during the holiday. This is an American owned chain, most guest are USA on short breaks and I think it fair to say if you wanted a Mexican experience this isn't the place. But if you want excellent service and food in a beautiful well cared for hotel - then it is. We had a great time and were sad to leave.
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Date of stay: August 2024
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Trip type: Traveled as a couple
Room Tip:Rooms close to main pool are a little noisy until 10.30, all others are really quiet - depends...
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Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Aug 18, 2024
Dear Paul, Thank you for your detailed review! We’re glad Jesus and our restaurant team made your stay special, and we appreciate your understanding with the room change. It’s wonderful to hear you enjoyed our service, beautifully maintained grounds, and the care we took with your dietary needs. We’re so happy you had a great time and hope to welcome you back for another relaxing stay in the future! Fins up!
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Without question the worst hotel I have stayed in, in the past decade disappointingly.
Everything is too much trouble and I would not recommend coming with a child.
48 hours into my stay a couple of brief examples of my experience:
No crib in the room despite confirming with the hotel via email months in advance.
Can we please get a high chair was greeted with we don’t have any, for one to then appear on the third time of asking.
Do you have a children’s menu or more simple food for a 11 month old, I was told no on 3 occasions then when being asked why I hadn’t ordered which was due to trying to decide on a suitable meal - options were then verbally given by the same individual. We ordered some food including mash potato to be instead served with fries.
Soy milk is available throughout the hotel but if you request it they will tell you “no” numerous times before deciding then can be bothered to acknowledge they have it and providing some.
Trip advisor is also blocked by the hotel so fortunately I have cellular data, which is mildly ironic.
Lastly this morning after asking to order the eggs from the egg menu which the waiter despite my family being one of 3 people in the restaurant had not come to collect despite our requests - I was then cursed in Spanish with the rhetoric of a profanity about my mother (to avoid this post being blocked I will not be able to type it out).
In summary the next week will probably based on the service to date be unenjoyable on a level I am yet to experience, definitely not a hotel where you should bring a child and gaining any assistance from staff feels as challenging as trying design a NASA space craft.
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Date of stay: January 2025Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Jan 8, 2025
We're sorry to hear about the challenges you faced during your stay. We've shared your feedback with management to ensure these issues are addressed and improvements are made to enhance the experience for all our guests. Thank you for bringing this to our attention.
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Amazing! We chose this hotel for the visual, cool tones, small resort, adults only. For having his own beer and his own production, for his incredible comments in mixology and for "the experience of making your margarita".
We arrived just two days before Hurricane Helen, it was sunny, hot, perfect. They welcomed us very friendly with daisy shoulders and immediately we went to reception, we took nothing, we were assigned room and for anniversary promotion they had great discounts and we used them for room change. All wonderful, we were assigned a janitor for day and part. The afternoon boy, great Johan, friendly, attentive, really listens to you and makes sure you are comfortable, is an excellent host. That first day I tried to order drink sn reception bar and the ppr boys some reason I was not interesting and never peeled, until something deigns to see me, I told him that he just arrived what if he could offer me something fresh and out of nowhere interrupts me and tells me there is the menu and goes:/ I said ow how weird but good I left. He wasn’t the only one who happened the day this happened, the next day it was the same attitude of inference and we left. Until that day in the night things changed, they began to take good care of us in that bar, I asked you what you liked, etc. We changed the look and taste in our mouths we tried 8 delicious drinks and even other guests asked what it was and what they wanted. That was really my 9.5 That little detail. I know perfectly well that the resort is American line but the workers are Mexican, I do not understand the need to seek to please gringo more for 2 dollars what really treat everyone well. You can’t treat anyone wrong because you think “oh he’s Mexican, he won’t tip me” it’s horrible that mentality and even more when your tmb is Mexican. Even the guests are very friendly, never come down and the bartender if :/ . From there in all wonderful, new facilities, of 10, the interesting and tasting beer tour. Own beer is light and delicious, eat eat eaten in shark all this delicious, the restaurants cut and Italian ufff delicious and the attention wonderful. For personal advice, order room service in the morning, it does not take long, it is varied, delicious and with a beautiful presentation!! Our room uff love her! 4 floor with own pool 24 hrs, of 10! Mrs. Martina of 10 always attentive, honest and courageous because she showed up the day after the hurricane and gave her all to keep rooms clean although there were only half the staff. The pools are warm in the sun but delicious, there are always beds , you are not charged to use the ones that are more private, unlimited towels and beautiful swings in the pool stuck to the sea. It's a fact has become one of my favorite hotels, of course I return and I recommend it. It was just that little bad taste in your mouth because it feels discriminated against but from there on everyone always with good treatment, in corridors, in elevators, todooos! Love him love him! Thanks again and nis see you soon
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Date of stay: September 2024Trip type: Traveled as a couple
Room Tip:Prueben las alistas son adictivas y deliciosas. La cerveza de ma casa es fenomenal. Siempre hay...
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We had a standard room which was absolutely fine. Comfy bed, good choice of tv channels WiFi pretty good. The only downside to our room was we had an open roof on the balcony and our first week weather was very mixed so we struggled to dry things. The aircon is good 👍, fridge in the room you get re stocked with water each day and there is a coffee machine with pods. We tried all the restaurants all good but Rita’s is the favourite hands down. We actually preferred the beach house to the 2 bookable ones. We tried the pop up food stands all very good. BBQ night by the pool was fabulous. The bar staff are wonderful very good cocktails. The grounds are maintained beautifully the gardeners and grounds maintenance team do a grand job. We tried every pool some go faster than others in a morning adult seems to go quickest but we found all of them nice and all have a very different feel and atmosphere. We really liked the swim up bar at the sos, there are always beds free at that one. We didn’t try the spa or the day beds as we felt they were over priced. If you want a laid back break, in lovely grounds great food and you don’t have an issue with country music then I highly recommend this We couldn’t use all the points you get for the shop even though we got 2 bottles of tequila from there to take home. The coffee and cakes are not included in the points and that’s what I found I had most. Excellent coffee lovely service. The hotel is super relaxed there is just a nice chilled pace to the place. You can’t walk to any where from here we did a few trips out which we enjoyed the road in is a little interesting, water logged and huge holes so it can take a while to navigate. Overall if you just want to completely chill then this place is great. We also loved seeing the wildlife around raccoons and coati and iguana we saw mostly.
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Date of stay: October 2024Trip type: Traveled as a couple
Room Tip:We had a wet first week so avoid rainy season if you can’t cope with that
Take cards or board...
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Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Oct 28, 2024
Dear Catherine, Thank you for your amazing review! We're thrilled you enjoyed the laid-back vibe, delicious dining—especially at Rita’s—and our beautiful grounds. We’re glad the room and amenities met your needs, and we’ll pass along your kind words to our bar staff and grounds team. Our local wildlife certainly adds to the charm! We hope to welcome you back soon for another relaxing escape in paradise. Fins up!
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We spent a week here in April as a couple and it was honestly the best AI hotel we have ever stayed at. We have been to Mexico twice before and AI in other countries many times but this felt in a different league. The main reason was that it didn't feel like an AI hotel in that apart from a buffet breakfast, all other meals are chosen from menu's and are served. This means fresh, hot food with no scrambling at the buffet bars - a refreshing change! The beach was beautiful white sand and the sea although seaweedy in places, it is cleaned really well and really clear. Our room was on the ground floor by the adults only pool and was lovely and quiet at night due to the layout of the complex and where the evening entertainment in the five o'clock somewhere bar was located. The hotel was spotlessly clean and the service was excellent and friendly. We would definitely return!
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Date of stay: April 2024
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Trip type: Traveled as a couple
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Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded May 14, 2024
Dear guest, We're overjoyed to hear that your experience with us surpassed expectations! Our dedication to providing exceptional service and culinary experiences sets us apart. We're delighted you enjoyed our pristine beach, serene accommodations, and attentive staff. Your glowing review motivates us to continue providing unforgettable stays. We can't wait to welcome you back for another amazing getaway! 🌴🌊🍹
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I do not have a clue how this place is rated 5 star! We visited as family and I can honestly say we were all ready to go home very shortly after arriving. Firstly my family was split up on arrival and rooms placed in different parts of the hotel even though we had booked as a family. My daughter who is 8 was placed with her brother 18 in a room that backed onto the adult only part (obviously we didnt allow them to share). Hotel did rectify this after a day but said it was the Tui's fault. In terms of the restaurants, whilst we were there some nights they only opened the beach restaurant so we had no choice. We also hadn't made a reservation because we were told we didn't need to (only in the al last carte's). We were then told an hour for a table and when we went back the wanted to seat us separately (6 of us) but yet an American family had just arrived and been seated. I have zero idea how they claim to have won awards for the food as I our family found it extremely poor. The Asian was by far the best restaurant and that was mediocre at best. There were Coaties (wild animals) running around the beach restaurant with staff even feeding them. We also were left long periods of time before taking our food orders and they never offered us the breakfast menu but yet did to certain guests. Rooms were OK, shower didn't heat up in one of the rooms. Room service didn't work in 2 of them. The hotel wanted to charge us $110 each way to cancun - said if we took uber that we may not be able to get one back. The pools were quite poor with tiles etc coming off. The bali beds are an additional charge per day (I think $130). Not big enough for a family so would need to pay per bed. Bars were slow unless you tipped (and they wanted large tips each time). Entertainment is a band each night for about an hour. Bar staff were allowing smoking in the 5 o'clock somewhere bar. Absolutely zero for children to do. We never saw kids club open the whole time we were there. The activities displayed often were incorrect and occurred a charge. The credits promised are vouchers towards the spa/lobster meals etc but you can only use a limited amount so it's still extremely expensive.
Oh and to add to that the hotel allowed guests to have intercourse on the bali beds in the evening that is right next to the hotel and clearly visible when you walk past the restaurant. Security just left them too it even though there were children present!
Not the hotel but TUI rep was abysmal! She said she couldn't help and to complain when we returned. Luckily we sent everything on the app because once we returned TUI said we needed to have reported everything whilst in resort!
Genuinely felt discriminated against here and would 100% never return.
Would 100% NOT recommend fespecially not for UK families.
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Date of stay: July 2024
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Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Oct 12, 2024
Dear Liss, Thank you for your feedback. We are truly sorry to hear about your experience and sincerely apologize for the issues you encountered. This is not the level of service we strive to provide. We are addressing your concerns internally, and we appreciate you bringing them to our attention. We’ll work hard to improve and ensure future guests enjoy the relaxing, high-quality experience we aim to deliver.
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We LOVED Margaritaville Island Reserve Riviera Cancun resort!! This was our first trip to this resort, and we loved everything about it!! It’s a smaller sized resort, which we loved, but there’s so much packed into it! The resort is beautiful and perfectly laid out, with so many pockets of entertaining and eating areas. It only takes minutes to get around the whole resort. We loved everything about this resort… the staff, the rooms, and the food & drinks. I had researched the resort before we went so we were familiar with the layout and knew we would like it (no long walking to get anywhere), but once we got there, we loved it even more. We were booked into a Paradise suite, which would have been back by the swim up suites, but we chose to upgrade to the Presidential suites and WOW!, they were the best rooms on the resort. We had a beautiful water view and were only a few steps to the most perfect white sandy beach and to our loungers. A few steps to the left for Rita’s Taco house and a few steps to the right to the Beach House for meals. This resort truly was a perfect layout for us. The food at all of the restaurants was so delicious and we were always happy with the choices. We especially loved the Guac and margaritas at Rita’s, and the breakfast buffet had so many options (I’m vegetarian and always found so much to try). Entertainment was top notch… from an African dance performance and supper on the beach, dancers and a drum band that performed around the whole resort at lunchtime, two performances by a live band called Cherry Lovers (excellent!), and so many more I could mention. The only thing I could wish more for, was some later entertainment into the evening as we didn’t want the days to end. One of the most important mentions, and one of the best things about this resort is the staff, who made us feel like Family, more so than any other resort we have visited. They truly are the friendliest and they are so hard working. We noticed how they kept the resort spotless, and that they were never idle, always doing something to keep the resort looking so beautiful. (Please tip the amazing staff, as they work so hard to make our stay the best it can possibly be!) We are so grateful to the staff for everything they did to make our stay one to remember. From our friend Elbert at the SOS Bar, who made us feel so welcome with conversation and who served the BEST drinks!. He always knew our drink order and we were never empty handed. Our friends Renato and Hibram in the Beach House warmly greeted us with the biggest smiles every morning for breakfast and always had our avocado and our mimosas waiting. We never had to ask as for anything as they remembered what each of us liked and had it waiting. Jesus at the front of resort always greeted us with a smile and always made us feel at home. A heartfelt huge Thank you to each of you Elbert, Renato, Hibram, and Jesus and to the rest of the staff. You made our stay so special with your kindness and we will always consider you our friends. We are so grateful to each of you and we can’t wait to come back to Margaritaville Island Reserve Riviera Cancún …. Our new favourite resort!
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Date of stay: April 2024
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Trip type: Traveled as a couple
Room Tip:Close to airport(20min). Lead in rooms have the best views compared to mid priced rooms....
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma
Responded Jun 2, 2024
Dear Cathy, Thank you for your incredible review! We're thrilled to have made your stay at Margaritaville Island Reserve Riviera Cancun so memorable. We're delighted you enjoyed our smaller-sized resort, the room amenities and beach access. Our staff works tirelessly to ensure every guest feels like family, and we're delighted Elbert, Renato, Hibram, Jesus, and the rest of our team made such a positive impression. We can't wait to welcome you back for another unforgettable stay at our new favorite resort! Fins up!
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The hotel is nice, it smells delicious, the rooms are clean, and I loved the smells of the soap, shampoo and cream, the food is passable (the Mexican restaurant has a lot to be desired) and the drinks are acceptable, although they could be of better quality. The problem we had is that the air conditioning in our room did not work, when we arrived from dinner the room was a sauna, we spoke to the reception to report it, maintenance went to check it and it turned out to be a problem with the compressor so they had to change our room , Alberto (the rude, despotic, arrogant and impolite person) who was on duty at reception called me to tell me about changing rooms, but that they were looking for one in my category, and that it was going to take 40 minutes to change rooms, because It was the only room of my category available (the hotel being at 40% occupancy) and if we wanted to be changed to another room of a better level we would have to pay the “upgrade” which I didn't think because the problem was 100% of the hotel and why would we have to wait so long to change rooms, when the only thing we wanted was to rest and enjoy our weekend stay, which Alberto continued to be very ironic and rude, I asked to speak to a manager and he hindered our request to talk to someone who could give us a solution, he said that he was the assistant manager and that he was the only person who could make decisions on that issue. He was, we went down to the lobby to look to speak with a manager, and he interrupted us when we spoke and very bad with this guy, when he couldn't do anything, he asked one of his colleagues for “support” and brought us Aaron (who posed as the hotel manager) which we knew was not him, the one with a A kinder attitude helped us solve the room change, but we believe that lying and pretending to be a manager when you are not one is not right. When they gave us the new room the air leaked and also failed and the maintenance man had to go again. The truth is that we left very disappointed in the treatment we had from Alberto, he made us have a very bitter time during our stay. On the other hand, the service of the maintenance man who fixed our air and the bellsboys was incredible.
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Date of stay: August 2023
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Derby, United Kingdom183 contributions55 helpful votes
The steam room and sauna is tiny and in the changing rooms (single person use only) and the jacuzzi isn’t really a jacuzzi it’s not hot and hardly has any bubbles I mean if your planning to do this with someone else you can’t really. The spa treatments are excellent but the hydrotherapy side of it isn’t great x
It is about a half hour, and just be certain to ensure that your driver knows which Margaritaville to go to. They are both in the same general direction. When I was there this past May, my driver insisted we were at the new property; even though I knew we were at the original one.
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