We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Great Family friendly Resort; All-inclusive”
Review of Hacienda Tres Rios

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 12 more sites!
Hacienda Tres Rios
Ranked #62 of 209 Hotels in Playa del Carmen
Certificate of Excellence
Vancouver, Canada
Level Contributor
129 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
“Great Family friendly Resort; All-inclusive”
Reviewed April 1, 2012

We were travel with 4 of us with two children, 8 and 10 years old.

Welcomed with warm friendly hotel crews around 8:00pm on Saturday night after a long flight from Vancouver Canada.

Their casual buffet restaurant was open till 10:00pm so we could enjoy the fine meal.

Their All-inclusive meant "All-inclusive"! Food, Drink, Tips and some activities including Bicycle , Cenote Snorkeling and Kayaking guided tours.

The hotel crews were very friendly and we felt well-cared by their customer-first attitude.

We were to obligated to attend a 90min. Presentation, but we were scheduled it on Tuesday(3 days after our arrival) so we could enjoyed without sales pressure.
Even the presentation, it was informative and we did not feel any pressure from the sale person.

We enjoyed every second of our stay at Haciend Tres Rios.

2 of our children are already asking for next vacation trip back to Haciend Tres Rios!

We sure recommend to our friends and families to this resort....

Vancouver BC Canada

Room Tip: book early to get a ocean veiw and 3rd. or 4th floor is the best.
See more room tips
  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank seigo s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a Review

5,191 reviews from our community

Traveler rating
    3,023
    1,223
    470
    221
    254
See reviews for
2,522
1,590
47
59
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (1,005)
Date | Rating
  • Dutch first
  • English first
  • French first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Chester, California
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 31, 2012

Great resort with a wonderful staff. Average food and below average drinks. The sales presentation was the longest (4 hours) and most painful we've ever experienced. Would not recommend to friends and family unless they have children!

  • Stayed March 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank John G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DeKalb
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 31, 2012

H3R as the employees call it, was wonderful. The service was excellent. The employees were very friendly, prompt, and helpful. The accommodations were beyond expectations. Marble tile showers, flat screen TV, 2 queen size beds, a nice sitting area, balcony overlooking the trees(need to be trimmed-they blocked a lot of the view). The pool area was fabulous, has a separate pool for families with smaller kids, plenty of lounges and umbrellas. The beds on the beach were fabulous! I'd only seen those on TV, never thought I'd ever stay someplace that had them! Pure luxury!! Our concierge, Marie Samay- was very helpful and had great suggestions for us. Gave us many tips on getting around and places and things to do. Very helpful and wonderful personality. Last AND least-the food. Left a lot to be desired. Omelets made right in front of you were hot n fresh. Pizza was hot n good. Fruit was great, cold things were cold but the hot items weren't. Jams were runny, sour cream was like water, food didn't match menu descriptions. Stacks of waffles and pancakes were set out to get rubbery and cool. Some dishes were indescribable. Couldn't tell for sure what some concoctions were supposed to be! Couldn't wait to get to Rosits's Mexican Food back home.....
in spite of that, I'd go back in a Chevy heartbeat.

Room Tip: Ask for at least what H3R calls the 2nd floor. Anything else, the view is blocked by their "ec...
See more room tips
  • Stayed March 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Karen F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cleveland, Ohio
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed March 31, 2012

My trip at Hacienda took place from a Friday-Tuesday in March 2012. How this resort has received 4 & 5 stars is mystifying - I'm feeling generous with the 3 stars, and give that because of the following.

1/ Rooms were big and we didn't have any bugs (guests from resort down the beach from us had bedbugs, and we didn't have any of that so big plus here!)

2/ Adult pool was pretty great, as were beach beds. We never had any trouble finding a spot by the pool with 2 chairs and an umbrella. When we moved to the beach in the afternoon, we never had a problem getting a beach bed.

3/ It is a very relaxing atmosphere. Also, we thought the beds and bedding were pretty comfortable, too.

4/ They have a cat on the premises who likes to "dine" with you at the poolside grill. We enjoyed feeding "Gato", who was very cute and friendly.

5/ They had a really nice Fiesta buffet night set up in the courtyard by the pool, with tables dotting the riverside beach area - it was a really lovely night. Mariachi music was lively and fun to listen to. Other shows were lame, in particular a Michael Jackson show that went on in the theater area. It was so. bad. But then I kind of liked it because it was so bad, it became entertaining as a result. Maybe I'm alone in that opinion because other people were clapping like crazy. Maybe the had better drinks than what I was receiving!

6/ Spa was okay. My friend and I had massages scheduled, and they put us in the same room, ala a couples massage. We're friends, but not that kinda friends. When she went to shower off, they wouldn't let her use the bathrooms in the spa area, had her go to the gym to use the shower and she had blasting cold water only - no hot water at the gym showers. After the massages they of course try to sell you all the lotions and potions. We paid $90 each for an hour long hot stone massage, that price was after the $30 credit we had somehow gotten with our reservation. We felt that was a fair & comparable price for spa services.

7/ Room service was super fast.

8/ Housekeeping was very good. I left her a $5 tip on the first night (in our new room) and we had all sorts of room amenities, including turn down service which we only had that one time.

9/ While they asked us to attend the 90minute time share presentation when we said 'no' they never bothered us again about it. Don't know if that's because we were 2 gals traveling together, but it was nice not to be harassed.

Some weirdness to keep in mind:

1/ Okay, here's my biggest pet peeve, other than the room. We went to get a taxi to Playa Del Carmen. The concierge girl who was supposed to be our "host" of sorts told us a cab ride there was about $17. The bellman - who prior we had really liked - called a cab for us and told us it was $20. We inquired about the cost, as we were told $17, and he showed us cab fare rate sheet that listed 195 pesos, knowing we wouldn't know the conversion rate. He did arrange for the same driver to come and pick us up after 3 hours, again for $20. We tipped on top of the $20, so it was $50 for the trip. On our way home we saw the actual conversion rate, and realized that they ripped us off. 195 pesos equated to about $15 US dollars. So our own resort scammed us. If you can't trust your resort, there really is no hope.

2/ Rooms are not as depicted. They are big. They look like they do in the pictures. Sort of. We were advertised a jacuzzi in the room or on the balcony. We also requested double beds. They put us in a king bedroom, 1st floor, with a balcony that overlooked a plant storage road and a giant mound of dirt. It smelled out there like decaying plants. And we saw some guys running around on that road, and we realized it was an easy leap from that road onto our balcony. We didn't like that at all. We didn't have any balcony chairs, not that we'd want to sit out there anyway.

We went to the front desk repeatedly to ask for a new room. They gave us a run-around like I've never before experienced. I think they were hoping we'd just stop asking. Front desk staff was horribly unhelpful. They get a TERRIBLE from me. We had to go back that evening and ask for a new room request for Saturday. Our very helpful bellman told us to do that, as they were going to have a lot of checkouts on Saturday and he advised that we should be able to get a new room before they assign them to the new arrivals.

The front desk told us to come back at 9 p.m. Friday night. At that time, they told us we needed to come back at 9 a.m. Saturday morning. At that time, they told us we had to come back by 2 p.m. Saturday afternoon. At that time we went back and they tried to stall us out yet again and I told them I wasn't leaving the desk without a new room key. 45 minutes later, we had a new room key. It was truly unbelievable. We got moved up to a 1st floor room overlooking some treetops, with 2 beds instead of 1.

Rooms have hairdryers. I'll post a picture of what that actually is - a hose thing that is ineffective. Bring your own if you want to style your hair.

Website also touts pillow menus. None exist, and when I called to get a menu they told me some things in Spanish and I said to send one of each. They were the worst pillows ever, and we left them on the floor.

3/ Agree with the other reviewer who mentioned the difficulty in obtaining a straw for your drink. Nearly impossible. We received one and saved it, bringing it back to the pool (until we lost it). Not sure why they are such a commodity, but they're treated liked gold around there.

4/ Drinks are lame. Mixed drinks are so watered down, and they will not make them stronger. The only way we found to circumvent this was to ask for a shot on the side that we then mixed into our beverage. We heard from timeshare owners that drinks were much better for them - and they had on a black bracelet/wristbands, while ours were blue (must have indicated we get the watered down drinks).

5/ Food is average at best. I think i actually lost 2 lbs on this all-inclusive vacation, which says a lot about the quality of food/drinks. We ate at the Asian restaurant one night and it was really good. The Mexican restaurant was closed when we tried to eat there. The Italian restaurant had weird things on the menu - nothing just "normal." Trying to be Iron-Chef like. Food with squid-ink, etc. Wine was pretty good. We drank a lot of that. Pizzas at the pool were really good, too. Guacamole disappointed - I have high standards for that, as I've had the most delicious guac in Cozumel on the beach, and have come to expect that in Mexico.

6/ There was some weird stuff floating in the pool at night. See photos.

7/ Other reviewers have described the beach correctly. The water is not pretty. I wouldn't step foot in it - black water rolling up to the sand. Not the normal Cancun waters.

Sidenotes:
We didn't use the resort amenities such as kayaking or cenote swimming. The guided tours of that started too early in the morning for us, and we were hesitant to go off on our own and were just happy at the pool/beach anyway. We were worried about crocodiles in the rivers, and they laughed and said "no crocodiles here" but then as we were leaving, the next place over from ours was a crocodile farm tour thing! So who's telling those crocodiles about the boundaries? I'm not sure, but we weren't going to risk it ;)

Room Tip: Lower your expectations. The website we used (bookit.com) and the hotel's website tout jacuzzi...
See more room tips
  • Stayed March 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank TracyeOh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mount Vernon
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed March 30, 2012

This will be our 3rd trip to Tres Rios. We absolutely love it! The beds are so comfortable and the room service is fantastic. The food, the drinks the staff - AWESOME. We go to Mexico because we love the people, the weather and everything about the Riviera Maya. Sometimes we never leave the resort. We go to relax and be pampered and that is exactly what we get. We did buy into Tres Rios - not sure we needed to but we loved it. We have been to other resorts and have no desire to go anyplace other than Tres Rios.

Room Tip: Ask for a room on the second floor not too close to the beach. There is a smell from the rivers tha...
See more room tips
  • Stayed November 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Vicky D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Colorado
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed March 29, 2012

Pros:
1. Food available at all times. Easy to get room service for fruit and other snacks for kids. The staff handled our group who had food allergies very well. They were knowledgeable about what the ingredients were. For an all inclusive, we were happy with the food. Although the better wine menu was not included in the all inclusive package. We stuck to the house red and white. They were cheap but we understood. They did have upscale liquors in the Victory Bar and the Martini bar.

The breakfast buffet did not change every day but had enough options that you could easily choose different things if you wished. The staff at the breakfast place were friendly and helpful. Always refilling my coffee or water.

The pizza place was delicious! Our group had issues with gluten so we only at there once.

Hacienda Grill was the favorite for lunch. Good options and also allowed us to ask for things not on the menu, like a kids' quesadilla. Again, the staff was very gracious and got us anything we wanted.

The Mexican Restaurant was terrific the first night we tried it. Loved the soup and the tequila. The second night was a disaster. I think the staff was overwhelmed by the number of people dining at the same time.

The Japanese Restaurant was ok in my opinion. Pants are required for men.

We never ate at the Italian one because they do not accept children under 12. Bummer.

2. Spacious room. We had the basic rooms that overlooked the pool. Nothing fancy, but enough room for all four of us, bags and 2 sets of golf clubs.

3. Comfortable beds. We had two queen beds. Our family of four slept with three in the two beds and one on the pull out futon/sofa.

4. Cenotes and kayaks. This was by far the thing we liked most. Our kids were ages 4 - 9. They loved going in a kayak with an adult and seeing the mangroves and snorkeling by the lagoon area. I never saw a place where we could get rental snorkel equipment. We had our own so it did not matter. Never saw a bike rental area either.

5. Oceanfront pool with easy access to the beach.

6. Spacious shower with hanging line for drying swimsuits. The shower water itself was pressured with air. So it was a little rough for the kids. But felt great at the end of a long day.

7. We felt very safe on the hotel grounds.

8. The guacamole is fantastic. We could not get enough of that stuff.

9. The beach beds. Get there early to grab one or call for a reservation.


Cons:
1. Check-in/Concierge/Welcome is very confusing. We requested rooms near each other over 7 months in advance. We called the week before to ask again. Upon our arrival we find that we are in opposite buildings. Very upsetting as we were traveling as a group together.

We did not receive a map of the property at checkin. When we asked we were told they were out. We did not have a tour of the property, nor did we received a schedule of daily events. We never did find out when we could do a senses tour, the nursery tour, or the cenote tour. Again, when we asked no one could tell us. We were left to find this stuff out on our own.

My family was in building four initially. We walked into our room and it reeked of smoke and had cigarettes on the patio. We complained and they moved us to building one, three rooms away from our friends. Great for us! We had requested that 7 months prior!

Everyday we went up to the front and asked for a schedule. On the third day we were sent to the Belong counter. They would not speak to me, just wanted to speak to my husband. What an insult to me as I was the one who planned the entire trip. Once the husbands spoke to them, declined the time share portion, we then received a daily schedule and one map. We were never asked again about the timeshare.

2. Folding chairs on the patio. Our first room had no chairs. So the folding chairs were nice. We saw most rooms had nicer outdoor furniture.

3. Only bathroom near the pool area is by the adult pool. The family pool is near the ocean and quite the hike for little ones.

4. The family pool is too deep for smaller kids. The majority part of the pool is 4 1/2 feet deep. There is a part that is about 1 1/2 feet deep. But is blocked by columns so kids can't fall into the deeper part. There is no beach entry with sprinklers, no water slide, but they have nets up for volleyball and a fun sitting area in the middle of the pool.

5. The beach. It has brown seaweed and is not the picturesque caribbean sea that we have grown to know. There was no way I was getting into that water. Just to the left of the beach is the cenote meets the sea portion. It is a beautiful lagoon area with crystal clear water. We went there instead. Beware though, the current is quite strong.

6. Mini fridge in the room. We had imagined it would be stocked with beer, sodas, wine and water. For a family of four, two waters just doesn't cut it in Mexico. We called every day and got 6 delivered via room service.

7. The music at the family pool. Turn it down so we can enjoy the sounds of the ocean.

8. Our transportation back to the airport oddly was canceled and yet we were told we were confirmed.

9. We saw little bugs around the sink area in the bathroom.

Room Tip: Building one has the kids club on the first level. Bring earplugs as the doors are not sound tight.
See more room tips
  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Coloradotmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Broomfield, Colorado
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 29, 2012

This is our second year at the Hacienda Tres Rios for spring break. We have 2 teenage daughters and a 10 year old son. It is the perfect vacation spot for us. Our kids begged us to return this year, and being a family who likes to explore new places we were reluctant to repeat a vacation. However, we were not disappointed! The rooms are spacious and very comfortable. The food is very good. The pools are excellent, as is the beach/river areas and attractions there. There are many activities during the day to keep our active kids busy and happy. But overall, the resort is quiet and peaceful. The service is outstanding! We had an especially wonderful pool server, Lucy, who went way above and beyond to make our stay especially memorable! There were countless other servers and activity hosts that we would consider exceptional as well. We will definitely return. Our teenage daughters have told their friends that this was the best spring break vacation ever!! For anyone out there with teenagers, you know that they are not always so easy to please :)

  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ColoradoLisa5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these Playa del Carmen hotels
1.7 mi away
Fairmont Mayakoba
Fairmont Mayakoba
#9 of 209 in Playa del Carmen
3,736 reviews
4.0 mi away
The Royal Haciendas All Suites Resort & Spa
The Royal Haciendas All Suites R...
#49 of 209 in Playa del Carmen
3,481 reviews
6.1 mi away
Mahekal Beach Resort
Mahekal Beach Resort
#28 of 209 in Playa del Carmen
2,646 reviews
Show Prices
Show Prices
Show Prices
6.4 mi away
Grand Hyatt Playa Del Carmen Resort
Grand Hyatt Playa Del Carmen Res...
#44 of 209 in Playa del Carmen
1,679 reviews
3.3 mi away
Azul Beach Resort The Fives Playa Del Carmen
Azul Beach Resort The Fives Play...
#54 of 209 in Playa del Carmen
6,023 reviews
6.4 mi away
The Royal Playa del Carmen
The Royal Playa del Carmen
#12 of 209 in Playa del Carmen
15,715 reviews
Show Prices
Show Prices
Show Prices

Been to Hacienda Tres Rios? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hacienda Tres Rios

Property: Hacienda Tres Rios
Address: Carretera Cancun-Tulum, Km. 54, Playa del Carmen 77760, Mexico
Phone Number:
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 Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#34 Top resorts Hotel in Playa del Carmen
#38 Family Hotel in Playa del Carmen
#43 Luxury Hotel in Playa del Carmen
#43 Spa Hotel in Playa del Carmen
#47 On the Beach Hotel in Playa del Carmen
#48 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Hacienda Tres Rios 4.5*
Number of rooms: 273
Official Description (provided by the hotel):
Enjoy and relax in a sustainable tourism luxury development in the Mexican Caribbean, our Spa & Nature Park make it the perfect spot for relaxing while your younger and more adventurous companions explore the beauty of the Riviera Maya within a safe environment such as this award-winning eco-luxury hotel integrated within Tres Ríos Nature Park. Be part of a paradise designed to restore and preserve the natural landscape without sacrificing the comforts and amenities of a five star all-inclusive hotel. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with BookIt.com, Booking.com, Expedia, Hotwire, Prestigia, Hotels.com, Orbitz, Travelocity, TravelUp, HotelsforEveryone, Cheap Tickets, HotelQuickly, getaroom.com and Priceline so you can book your Hacienda Tres Rios reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Hacienda Tres Rios Hotel Playa Del Carmen
Hacienda Tres Rios Riviera Maya/Playa Del Carmen, Mexico

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing