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“Great Service”

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Viceroy Riviera Maya
Ranked #13 of 213 Hotels in Playa del Carmen
Certificate of Excellence
Level Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Great Service”
Reviewed April 17, 2013 via mobile

Great service, average amenities. Room was very nice, food was great but overpriced, service was top notch. This hotels needs a major refurbishment. The beach is spectacular (not a differentiator though).

Stayed April 2013, traveled as a couple
Helpful?
1 Thank Federico A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, May 3, 2013
Dear Federico A,
Thank for sharing the comments about your recent stay at Viceroy Riviera Maya.
We are always in the search to satisfy our guest and it is only through your feedback that we can do so. I hope that you can give us the opportunity to host you again in your next visit to Riviera Maya.
Sincerely,

Pedro Lara
General Manager
Viceroy Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,060 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (316)
Date | Rating
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English first
Bainbridge Island, Washington
Level Contributor
288 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 207 helpful votes
Reviewed April 13, 2013

I reviewed the Viceroy a year ago and raved about the beautiful property, the attentive and friendly staff, the sybaritic luxury of having your own little 'house' with a pool, monkeys passing by overhead-- you know, the same things everyone else raves about. So this review is just to say that familiarity does not in all cases breed contempt: the second visit was as lovely as the first. The staff, once again, are the key to making the Viceroy warm as well as beautiful -- they are uniformly friendly, warm, delighted to converse in English or Spanish.

A year ago we had bad weather, and this year by contrast we had sunshine and less wind. On the one hand this gave us the chance to experience the amenities of the beach, which are considerable (cold, wet towels; a man who comes by and cleans the salt scum off your glasses; margaritas and ceviche), and on the other hand it made us aware that this is not the best beach a snorkeler could find. Entry into the water can be precarious when the waves are running (lots of coral to trip and scrape on), and while there is a reef about a half mile offshore that may have good snorkeling (and lots of cross traffic of boats and jet skis that would argue against swimming out there) there's not much that one can get to off the beach. Still, a palapa in the sun and a cold beer beats Seattle in March by a long shot.

Room Tip: Rooms toward the ocean have much less privacy than those toward the back of the property -- but they...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Michael M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, May 3, 2013
Dear Michael M,
Thank very much for sharing your comments regarding your second visit at Viceroy Riviera Maya. The entire team is thrilled to know that your visit was lovely. As you mentioned, is our staff the one that always make a difference, not only recognizing our guest but creating sensations and memories that our guests will remember. The best part is when we keep hosting you for future visits.
I am glad that in this occasion you had a chance to experience our beach amenities. Our beautiful pier offers at the end easy access to the crystalline water of the ocean.
I appreciate your comments and we look forward to host you again to enjoy a cold beer in one of our palapas.
Sincerely,

Pedro Lara
General Manager
Viceroy Riviera Maya
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
140 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed April 9, 2013 via mobile

Beautiful hotel and beach, private rooms, great swimming pool area, superb service, great food, and super Margaritas
Couples love the privacy and Spa facilities, very chic
Playa del Carmen is the most beautiful destination in Mexico

  • Stayed May 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Shragaus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, April 26, 2013
Dear Shragaus,
Thank you for posting your feedback regarding your recent stay.
Our location is privilege with only 15 minutes taxi ride from Playa del Carmen and 40 minutes from Cancun Airport. As you mention, once that our guest arrived they only want to enjoy the facilities, delicious food, “super Margaritas” among other signature drinks and just being pampered at Wayak Spa.
We look forward to have you back in your next visit to Riviera Maya.
Yours Sincerely,

Pedro Lara
General Manager
Viceroy Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Boston, Massachusetts
Level Contributor
51 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed April 8, 2013

We spent 5 days with friends at the Viceroy Riviera Maya. We loved it! Our villa was a delight -- nicely furnished, private and very comfortable with a great outdoor shower, all while tucked away in the midst of very lush surroundings. We even saw a monkey. The staff could not have been friendlier or more helpful. Hector assisted us with day travel arrangements to Coba and Tulum and then again to a couple of beautiful cenotes. We spent a good deal of time at the beach on property and while not the most scenic beach we have visited, it was relaxing and has full food and beverage service. Access to the ocean is via a private pier that helps everyone avoid the rocky shoreline. The food at all meals was quite good, although not inexpensive by any stretch of the imagination. We spent one evening in Playa del Carmen and had a great dinner there. It was an pretty quick taxi ride ($20 each way) from the hotel. All in all, this was a great escape. We know that there are other hotels in the area that are grander, but if you appreciate smaller and quieter surroundings, the Viceroy should not disappoint.

  • Stayed February 2013, traveled as a couple
    • Value
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Helpful?
Thank GreenMonster19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, April 26, 2013
Dear GreenMonster19,
Thank you for sharing your comments regarding your recent stay at our jungle paradise.
Our villas offers different type of accommodation and the natural surrounding offers privacy to each one of them. One of the highlights are the moon showers and the private plunge pool, where you can relax with your couple.
Our pier has the option to enjoy not only a romantic candlelit dinner, but perhaps a yoga class or just a nice spot to enjoy an amazing sunset. Also we have few steps from where you can easly have direct access to the ocean.
We look forward to your next visit.
Sincerely,

Pedro Lara
General Manager
Viceroy Riviera Maya
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Alpharetta, Georgia
Level Contributor
209 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed April 3, 2013

My new bride and I recently stayed at the Viceroy Riviera Maya for our honeymoon at the end of March 2013. It was recommended to us by a friend that had recently traveled there, and she had so many wonderful things to say about her time there. It really helped us make the decision since we knew someone who had been to the property 3 or 4 months prior to our trip.

Some of the reviews that I've read indicate how expensive the meals are. We had the all inclusive package, so I cannot speak to the cost of meals. However, the food was excellent; we tried everything on the menu throughout the week. We never became tired of the menu or the food on it. The staff will bring the food to your villa, to your beach chairs, or to the pool if you don't want to eat in the actual restaurant.

The rooms were over the top luxurious; my bride's jaw dropped when she saw our room. We had our own plunge pool, outdoor shower, amazing king sized bed, and separate stand up shower and a separate tub for baths. The first several nights the staff spread rose petals on the floor of the room and made the corny towel animals.

We also enjoyed a couple's massage in the middle of the jungle next to a waterfall, which I will never forget. They have a spa with a whirlpool and steam room that you can use at any time for no charge. They have a fitness facility that was clean and well maintained.

We enjoyed a Ceviche and Tequila tasting with Lulu which was fantastic. Our helper at the beach each day was Pepe (after reading the reviews here, it seems everyone enjoyed him as much as we did). We went snorkeling one day through the guide that the resort recommended, and we felt totally safe leaving and returning to the resort.

The only negative thing that I have to say about the trip was the limit on the all-inclusive package. The beers that were included were only Mexican beers, and there was a reduced selection of red wine. We substituted other options for what we normally would have had, and it was fine in the end.

It was very quiet for our stay. You can hear the breeze blowing throw the jungle, and the temperature was perfect. My wife did get a couple of mosquito bites, but I did not find them to be a significant deterrent to her enjoyment. It was the perfect get away for our honeymoon.

Room Tip: If privacy for outdoor bathing is important to you, do not get a villa on the beach; instead, reques...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ccrawf32
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, April 26, 2013
Dear ccrawf32,
I appreciate that you have taken the time to share your comments regarding your recent stay at our jungle refugee.
Our resort is the perfect place to spend your honeymoon, a special occasion or just a great excuse to come down with your couple.
It is very satisfying to hear that you enjoy our restaurants, The Coral Grill featuring “al fresco cuisine” and La Marea, our fine dining restaurant.
Wayak Spa is the perfect spot to relax and have a wonderful massage. The option to have a massage in our jungle cabin is definitely a great experience.
I thank you again for your wonderful comments and look forward to welcome you back in your first anniversary.
Sincerely,

Pedro Lara
General Manager
Viceroy Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Milwaukee, Wisconsin
Level Contributor
16 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed April 2, 2013

My husband & I just returned from the Viceroy Riviera Maya yesterday. We stayed for 4 nights and we couldn't have been more impressed with the accommodations. Our villa was beautiful with an outdoor shower and plunge pool. The jungle atmosphere is breathtaking and the rooms are beautifully appointed.

We had the all-inclusive package and we were pleased with the breakfast and lunch options. Everyone at the restaurants was so nice and friendly. Our every need was met at the restaurants and at the beach. I have to say that Pepe helped us out at the beach by getting drinks and helping us with our chairs. He was amazing. He was so friendly and offered many suggestions. He was one of the best parts of our stay!!!!

And as for the mosquito comments below, other than 1 or 2 bites, we had no problems at all. It's the price you pay for the amazing jungle atmosphere.

We loved our stay. We will be back and we highly recommend the Viceroy Riviera Maya.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 251KarenK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, April 26, 2013
Dear 251KarenK,
Thank you for sharing your comments regarding your recent stay at Viceroy Riviera Maya.
I am very glad to hear that you had such a great experience at our resort. Also, that you have taken advantage of our Mayan Indulgence package, which is an excellent option if you want to have your meals and beverages included in your stay.
Pepe and the rest of our staff are very pleased to hear that you enjoy your stay so much. We offer service on the beach as well as in our Villas, so practically at every time everywhere you may enjoy a snack or a delicious meal.
We look forward to host you soon in your next visit to the Riviera Maya.
Warm regards,

Pedro Lara
General Manager
Viceroy Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seattle
Level Contributor
29 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 1, 2013

Pro's:
Only our second experience of a Viceroy resort (Zihuatanejo the first), and although different, more than met our expectations. Secluded, private jungle setting with abundant wildlife (monkeys, birds etc) though strangely NOT mosquitos - are they barred from Viceroy resorts?!. Room was extremely luxuriously appointed with private heated pool, vast deck and private outdoor shower. Room/beach service superb as seems the norm at Viceroy. You'll feel pampered. Beach right in front of resort is rocky in the shallows - walk 2 minutes north to a sandy expanse of safe swimming.
Con's:
We hadn't appreciated how far from Playa del Carmen it is - a 15 minute (US$20) taxi (this may not be a con for many folks!). On a couple of nights we could hear music from a fairly raucous resort just to the south; nothing the A/C can't drown out but definitely audible from our deck. Local dining options are somewhat limited; the hotel's restaurants are pretty spendy. Our room rate included a la carte breakfast, which would otherwise be costly.

Expensive, but this kind of luxury doesn't come cheap anywhere.

You get used to the envious glances from passing gringos staying elsewhere.

Room Tip: Perhaps ask to be adjacent to the north side of the property - although i'm uncertain whether th...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank claw1968
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VRMManagement, General Manager at Viceroy Riviera Maya, responded to this review, April 18, 2013
Dear claw1968,
I appreciate that you have taken the time to post your comments regarding your recent stay at our jungle refugee.
I am glad to hear that you enjoy your room amenities; these provide privacy and relaxation to our guest. We have a policy, “dine anytime anywhere” and is great that you have taken advantage of the room service option.
Our staff is always trying to surprise and go for the extra mile when guest satisfaction is our goal.
The convenience of being 15 minutes away from Playa del Carmen offers the seclusion and privacy that our guest are looking for but at the same time is a short ride distance to enjoy a visit to downtown area.
We hope to see you again in your next visit to the Riviera Maya.
Sincerely,
Pedro Lara
General Manager
Viceroy Riviera Maya
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 Viceroy Riviera Maya

Property: Viceroy Riviera Maya
Address: Playa Xcalacoco Frac 7, Playa del Carmen 77710, Mexico (Formerly The Tides Riviera Maya)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Swimming Pool
Hotel Style:
#10 Top resorts Hotel in Playa del Carmen
#11 Luxury Hotel in Playa del Carmen
#11 Spa Hotel in Playa del Carmen
#13 On the Beach Hotel in Playa del Carmen
#23 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Viceroy Riviera Maya 5*
Number of rooms: 41
Official Description (provided by the hotel):
Located just 35 minutes from Cancun International Airport and three miles from popular Playa del Carmen, Viceroy Riviera Maya is a serene hideaway set on the turquoise Caribbean amid a lush jungle ambiance. As Riviera Maya’s #1 resort in Conde Nast Traveler’s 2011 Readers’ Choice Awards, Viceroy offers world-class amenities, personalized pampering, exquisitely appointed villa accommodations with private patio and plunge pool, refined Mexican cuisine accented with international touches at La Marea and Mexican-Mediterranean fare at the seaside Coral Grill. Mayan influences abound, from the Mayan Blessing performed on arrival by the resort’s Shaman to the Mayan healing techniques offered at the award-winning spa. A Lagoon Pool, private pier, fitness center and traditional temazcal sweatlodge are among the resort’s many other pleasures. ... more   less 
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Also Known As:
Viceroy Riviera Maya Hotel Playa Del Carmen
Tides Riviera Maya Hotel
Tides Riviera Maya Resort
Ikal Del Mar
Viceroy Riviera Maya Playa Del Carmen, Mexico

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