Ratings based on 154 Verified Reviews
4.6 Room cleanliness
4.4 Service & staff
4.8 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 7 Sep 2024
Great food beautiful view and great staff.
by A verified traveler
Posted 20 Aug 2024
The entire property was dirty and the staff didn’t care. There were roaches and everything was old.
by A verified traveler from Algonquin
Posted 9 Jul 2023
All meals are a la carte, which is good. However, hotel is in need of maintenance... Hot tubs were not working for most of my stay, elevator broke down twice during my stay.
by A verified traveler from Tucson
Posted 25 Nov 2022
beautiful surrounding
by A verified traveler
Posted 14 Jun 2022
The ocean view suite was very nice for celebrating my husband’s and I honeymoon. For us to be vegans the chef did a great job
by A verified traveler
Posted 24 Apr 2022 on Orbitz
This hotel has beautiful rooms with amazing views, however the service from the staff was less than adequate. There are no phones in the room, so you have to text the staff with any needs through the What's App app. We had a 10 day stay. Our 2nd day, AC went out, took 2 days to fix. The 4th day, the microwave went out, after repeated texts and in person requests, the microwave was never fixed during our entire stay. I requested coffee be delivered at 8am to our room, it never arrived. After repeated texts I was assured it would be delivered promptly, never got it. Around 5pm, the gate to the beach is locked so you have to get a staff member to let you out onto the beach. To get back in, you have to again, text them. After texting NUMEROUS times, and waiting for 45 minutes to be let back into the hotel, my husband and I had to scale the wall to get back inside. These are just a few examples of the poor customer service we received during our stay. Unfortunately, the service at this hotel is pretty bad, so much so, that even though we loved the room, the view and the location, we will not be staying here ever again.
Comment from Hotel Management
5 May 2022 by Senses Riviera Maya By Artisan Handmade Collection, Hotel Management
Dear guest. We appreciate your preference, thank you very much for taking the time to leave us a review.
We´ll take care of thar opportunity areas.
Best regards.
by A verified traveler
Posted 24 Apr 2022
They provided a welcome package when we got into the room. Really easy to communicate with staff.
Comment from Hotel Management
5 May 2022 by Senses Riviera Maya By Artisan Handmade Collection, Hotel Management
Dear Gregory. We appreciate your preference, thank you very much for that kind review. Best Regards
by A verified traveler from Irvine
Posted 8 Apr 2022
Beautiful and large rooms, amazing views.
Great amenities in the room.
Nice property, good location.
Lacks good maintenance.
The sofas in the room had stains and were dirty. Several areas in the property need some care.
Comment from Hotel Management
17 May 2022 by Hotel Senses Riviera Maya , Hotel Management
Dear clara, thank you very much for your comments. Your opinion is very important to us, we keep working to improve! Thank you very much for taking the time to leave us a review.
by A verified traveler
Posted 15 Feb 2022 on Ebookers
The staff was horrible and rude to us when we got to the hotel. We asked for a room service and it arrived 40’ late and cold. We ordered a taxi and a lunch box for the morning and neither of those were there when we left for our expedition.
Some of the charges on our bill weren’t from our room! We Never felt welcome at that hotel. The restaurant was fine.
The concierge was the worst person at that hotel, rude, arrogant and incompetent.
by A verified traveler
Posted 18 Dec 2021
Overall I liked the property, it is small and quiet. The room looks as presented online. I loved my balcony it was facing the ocean and private enough if I wanted to lay out in the nude. The hotel has only one restaurant and it closes at 10pm in addition all of their meals are kids portions. I actually lost one pound while staying 4 days and I am not exaggerating. The snack area is a vending machine that the front desk did not have change in exchange for pesos. For your return flight Be sure to schedule your COVID test upon arrival because they didn’t ask and if you forget you will need to get it at the airport. The hotel is not near shopping if that is your fancy. It’s a shame because I would stay again if they fixed what I consider a food and snack challenge.
