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“Fantastic!!!”
5 of 5 bubbles Review of Hacienda Tres Rios

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Hacienda Tres Rios
Ranked #57 of 213 Hotels in Playa del Carmen
Certificate of Excellence
Laval, Canada
1 review
“Fantastic!!!”
Reviewed April 20, 2013

First, in our vacation, everything was fantastic, the value, the sleep quality, the clenliness, the location, the room, the food, the children activities and the AMAZING service. Miss Alejandra Ezparza from area AyB (casa los islos) is a lovely lady that is very kind, sweet, gentle and always there if we need something (FANTASTIC SERVICE). I recommend her!!!

Room Tip: All rooms are actually fantastic!!!
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  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Robert G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
New York City, New York
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed April 20, 2013

GOOD: Nice buildings, nice people, nice big room (junior suite), no carpet, nice decor, safe locker for jewelry and documents, balcony, TV with Phillips DVD player (DVD and USB), tea and coffee maker in room (never used), separate shower and toilet, small refrigerator with beverages(water, 7up, beer) in the room.
2 restaurants + 1 buffet + 1 buffet/restaurant + 1 outside grill + 1 outside pizza place (food and drinks 3.5 - 4.5 out 5). Only one restaurant requires closed nose shoes and pants – I would not bother brining them.
BAD: Not in Resort/Hotel Zone (30 min drive from airport, but closer to Xcaret)
NO BEACH!!!, need to walk to 3-4 resorts down (20-25 min walk), no transportation to beach. This is why I rated this resort low. It is not 4.5 Expedia star resort without beach. Told that they will “make” a nice beach, starting “tomorrow” and ready to use in 6-8 months… you will see… April 2013 and counting. They provide a free shuttle to Fisherman Resort (20-25 min drive), a simple resort (same owner)with nice beach, 1 pool and 1 small outside restaurant and 1 restaurant/buffet, 2 bars, nice resorts nearby. Do not be late for your shuttle (anywhere): 1 min late and “your van has left, please, take taxi back to the resort “($22 from Fisherman to 3Rios, or $10-15 to Xcaret).

Episodically bad smell from “all green” water from rivers inside the property.
Kayaking and snorkeling in cold water rivers, only until 4PM
Musty smell in the room in the first day.
Shower overflows with water (bad drain, I do not know if only in our room), no locks on shower door, no air vent in toilet
Shuttles are very old mini vans but with A/C, few are newer :-)
Sunscreen in resort shop is ~$35 for a big bottle ($25-45 different brands)
ATM $32 to get min $100 + fee of your bank
Tours: Xcaret ~$135/day for adult, $105 child (bus will pick up and return). Can buy on-line directly from Xcaret with Master Card 1 day free deal: $98 adult + $30+30 2 days transportation, resort will give a ride to the front gate where Xcaret bus waiting. Xcaret driver/guide will sell sunscreen (medium bottle) for $15, may also offer 10% “close friend” discount for additional attractions inside Xcaret for 2 and more tickets.

If you think about buying something from timeshare presentation: something like bellow (do not quote me for 100%): 1 week ~$1900 for 30 years (+/- 1 additional week that will start using after 12 years) + ~$1000/year maintains fee + $55/$99 all inclusive/day. After salesmen done with you, there is also better offer “directly from builder”. For sure it was longer than 90 min (8:30AM-noon).
We paid $799+$23 fee from credit card for 4 nights 2 adults + 8 yo child in April 2013, all inclusive, with transportation from/to airport (30min drive). You can negotiate the price.

  • Stayed April 2013, traveled with family
    • Value
    • Location
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Helpful?
8 Thank MakeWorldBetterPlace
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roseville, California, United States
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed April 20, 2013

We had a great time at Hacienda Tres Rios. The rooms and most of the resort are laid with beautiful large tile. The shower was large and had great water pressure. Very friendly and accomodating staff. Louis at the Grill by the pool was fabulous, always had our drinks filled and special food that he knew we liked that wasn't on the menu! Great rivers that come into the ocean right on the beach at the resort. Very refreshing as they were cooler than the ocean and clearer. Some Great dinning at the Italian restaurant also. Open air Pizza cafe with brick oven fired pizza and calzones. Excellent Mexican breakfast buffet with lots of international choices. Great fruit! Leticia in VIP Concierge was excellent. Louis at checkin desk was very helpful. We really enjoyed the dinning at Grill by pool with Louis, Mario the manager and Betty the hostess! They had an excellent Saxaphonist playing to moonlight dinners. We will be back in December!

Room Tip: We had the worst location for a room, on bottom floor with mangroves outside of balcony, and it was...
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  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
2 Thank Mwstokes62
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Arden, Ontario Canada
1 review
Reviewed April 19, 2013

Enjoyed two weeks of fabulous relaxation in a glorious location on the Mayan Riviera! The venue, the staff & the service at Tres Rios are great. Book your daily activities to really enjoy the resort...we tried segways for the first time ever...good fun!
Generally good food, too, but we did have one order of chicken fingers from the Grill that was not cooked & the new spaghetti sauce was not a hit. Fortunately, the staff are amenable to suggestions. There were some longer waits before food arrived but it was generally tasty & plentiful when it appeared.
Staff are friendly & eager to help making this a favourite annual destination for our family. We have already booked our stay for 2014!

Room Tip: Ask for a room facing the beach or the pool.
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  • Stayed February 2013, traveled with family
    • Value
    • Location
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    • Cleanliness
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Helpful?
Thank CreativeChris
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
River Vale, New Jersey
Level Contributor
27 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed April 19, 2013

Just back from staying Monday through Saturday at hacienda tres rios with my husband and kids 15, 13, and 10. Overall I would say we had a nice time. We knew going in that the beach had issues. If you walk over to where the ocean meets the rivers it is very nice. The water is clear and you can walk around in the water. Otherwise the swimming is done in one of the 3 pools which were very pretty. The breakfast was just okay and lunch choices were okay as well - the pizza was amazing but that was all you could get at that restaurant. The grill outside had other choices but nothing so spectacular. For dinners the choices were limited on the menus but all of us found enough to pick from and what we selected was very good. I would probably say the best night was the Mexican. The people who work there worked very hard to keep things clean and were very friendly. Silvario at the pool bar was one of my favorites. There was definitely a local population that was vacationing there at the same time as us which was a different experience than we had at other all inclusives we had gone to. Having the kayak and snorkeling available without paying extra was great for the kids. Otherwise there were a limited amount of activities for my kids' ages. After dinner there was no nightlife which was fine for us. Overall I think it was a solid good experience.

  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Stacey S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Philadelphia, Pennsylvania, United States
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed April 18, 2013

I realize I never updated my last review of Hacienda which I'd left only after dealing with a lovely reservations specialist BEFORE our large family trip. I'm afraid our stay was FAR less lovely. The resort is based on the need to sell timeshares to a planned resort next door and the sales pitch you are asked/required to stay for at the start is the first hint that things aren't going to be great at this resort. The rooms were not as we'd requested-- we reserved 3 rooms for a large family visit and they were spread out across the building. All smelled of mold. The pool is fine, but nothing particularly special. Drinks and food are truly, consistently mediocre and the service is absolutely awful across the board-- long waits, unprofessional staff. The biggest disappointment was the beach which is filled with seaweed and nearly un-swimmable. The beds on the beach are lovely, but you have to go "claim" one quite early in the morning to get one, so don't count on sleeping in. We'd gone to this resort because it claimed to have an ecologically interesting site which really wasn't true-- trips up the small rivers to cenotes nearby were not particularly interesting, and the river waters were a bit chilly for Mexico. I can't recommend this resort to anyone except travelers who are unaccustomed to high standards.

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Martha E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pittsbugh,PA
Level Contributor
45 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed April 17, 2013

This was our 3rd year visiting Tres Rios and we are already planning next year's trip. We stayed somewhere else prior to coming here and couldn't wait to get to HTR. There's just nowhere else like it. First of all, it is just beautiful. The facilities are well maintained and we appreciate the obvious attention to the details. The beauty, facilities, and the care for the environment are big draws here but, in my opinion, the greatest asset is the staff. They are absolutely the best! From the greeting one gets upon arrival, to the farewell (safe travels and come again) one receives when departing, fulfilling every wish is their pleasure. Every need (and even some you didn't know you had) is anticipated; every request is acted upon. And it's not just what they do; it's how they do it, with sincerity and care. There are so many wonderful people there, and I must acknowledge some. Jaime, the bell boy, remembered our names after meeting us once, and when he saw me in the lobby, always asked how my stay was and if we needed anything. Our butler staff (Julio, Alejandro, Miguel, and Angelica), who made sure we always had everything we needed or wanted, made our dinner reservations, answered our multitude of questions and more, and were perfection. Veronica, our housekeeper, kept our rooms in perfect order, and folded our towels in ways I had not thought possible! Sam, who is seemingly everywhere, doing everything, is one fantastic guy. He is definitely the heart of Tres Rios, and a wonderful person. I enjoyed all the shuttle drivers, who took time to chat and point out things along the road, who patiently answered my questions and gave directions for finding our way outside the resort. One young man in particular was so kind; he drove us to the resort, then to the airport, and got us a porter and gave him instructions to look after us in the congestion. I am sorry not to know his name, but will look for him next year. We enjoyed the waitstaff in the restaurants, who were always so accommodating. Every person we encountered was helpful, cheerful, and kind. They all eagerly helped me and encouraged me with my Spanish, which was challenging at times! I cannot say enough about the people.

Other areas: We stayed in La Herencia and our accommodations were fabulous. We especially love the marble showers!
Having The Grill and the pizza place by the pool area is wonderful. The serving staff worked hard to make sure we were fed and watered all day long. The beach area to the left now has a small bar, and the staff can more easily bring drinks from there. In the main beach area, they reconfigured the jetty to help solve the silt problem coming from the river but, when we were there, it didn't seem to have worked. That is a project that is ongoing. We love the beach beds, but spent most of our time by the 3 fabulous pools.

If there is one area where I was disappointed, it is the food. In the past we were always amazed that an all-inclusive resort had such exquisite food. This year we found the food to be just okay. Some of my favorites were gone, and some that stayed were just not the same (For example, guizas con hortalezas (sp?) were nothing like they used to be, and I was so looking forward to them.) I know Oscar is no longer there, and maybe it will take some time for the new chef to get it together, but we were both very disappointed in the food, in general. We were also disappointed to find that many of the types of alcohol we like to drink were not available everywhere! Certain drinks were only available in certain restaurants. That said, however, we felt the beach party this year was better than ever; the food, set-up, and entertainment were superior to the events we attended in the past.

Overall, Tres Rios is fabulous, and provides an amazing vacation experience. We can't wait to go back :)

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Amadancer1
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, April 29, 2013
Dear Guest:

Thank you so much for sharing your experience at Hacienda Tres Rios. It is always our pleasure to have you back and we are already looking forward to your 4th visit. We appreciate your nice comments specially on our staff which we are proud of.

Guests' feedback is really important for us in order to review standards and procedures, reason why we have shared information with our Executive Chef and actions will be taken.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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:
#32 Top resorts Hotel in Playa del Carmen
#38 Family Hotel in Playa del Carmen
#40 Luxury Hotel in Playa del Carmen
#42 Spa Hotel in Playa del Carmen
#43 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 
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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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