Ratings based on 998 Verified Reviews
4.3 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler from Rialto
Posted 20 Jan 2025
The Place was quite but had plumbing issues with the jacuzzi drain not working properly and holding water.
Comment from Hotel Management
20 Jan 2025 by Management, Hotel Management
Thank you for sharing your feedback. We’re sorry to hear about the plumbing issue with the jacuzzi drain and appreciate you bringing it to our attention. We will ensure the issue is addressed promptly. We hope that despite this, you were able to enjoy the rest of your stay, and we look forward to welcoming you back in the future for an improved experience.
by A verified traveler
Posted 18 Jan 2025
Areas verdes, personal amables, albercas, area de playa, excelente! Lo que no me gustó es que para la cena no habia tantos restaurantes disponibles o la espera era larga.
Comment from Hotel Management
19 Jan 2025 by Anna Quality Assurance , Hotel Management
Muchas Gracias Elisabeth , esperamos su próxima visita
by A verified traveler
Posted 8 Jan 2025
This was the first time my boyfriend and I went to this resort and we definitely would go back again. The staff was amazing. The food was great and there were so many options. Their evening events were also really great and there was always something new and fun to do. We loved the infinity pool by the beach best of both worlds. We highly recommend you taking the Mexican cooking class at Casa de Rosa. And the staff was really wonderful at all aspects of the resort. Our room was really nice. it was a swim up room so there was a little bit of a musty smell to it but that’s expected when you’re connected to water. All at all it’s a great resort and we definitely will be going back
Comment from Hotel Management
16 Jan 2025 by Management, Hotel Management
Thank you for your wonderful review! We're thrilled to hear you and your boyfriend enjoyed your stay. It's great to know our staff made a positive impression and that you loved your swim-up room. We look forward to welcoming you back for another fantastic experience!
by A verified traveler
Posted 1 Jan 2025
Great week spent at this resort. Staff was friendly and helpful. Restaurants were good but very busy so long waits at time to eat. We were never able to eat a the Italian restaurant because what times were too long. Other than that, an amazing week at the resort. We stayed in a three bedroom penthouse which was perfect for our family. Gym was well equipped, 24 hours.
Comment from Hotel Management
2 Jan 2025 by Management, Hotel Management
Thank you for your amazing evaluation and kind comments. We look forward to your next visit!
by A verified traveler
Posted 21 Dec 2024
Amazing place for an amazing time. Problems:
1. Manager promise to contact soon after end of trip, did not Hape
2. Had to kill 4 medium sized spiders
3. The hotel is an oasis walking outside is dangerous. Said by by the people in the hotel and felt when walking.
Comment from Hotel Management
24 Dec 2024 by Anna Quality Assurance , Hotel Management
Thank you Nicolas , we are happy you enjoyed your stay , we are very sorry if the manager has not reached out to you . we will contact you privately to continue our communication
by A verified traveler
Posted 20 Dec 2024
This was my second time here and I love it. Can’t wait for the next one. I would like to try other resorts as well but this one is absolutely enjoyable. Staff is awesome
Comment from Hotel Management
21 Dec 2024 by Management, Hotel Management
Thank you for sharing with us your amazing comments Manny. It truly is an honor to know how much you enjoyed hotel and service. We look forward to your next visit!
by A verified traveler
Posted 16 Dec 2024
After making a reservation at the Fives months ago, and checking in online 48 hours prior, we show up and were told that the resort is "overbooked" and that we will be moved to their sister resort Generations Maya Riviera. The concierge left us with his email and told us that we could return in four days if we didn't like Generations and we would be compensated for how ever many nights we didn't get to stay at the Fives Resort for a future stay. Victor Quintana never responded to our emails and when we tried to calling back to confirm that we could return for the last few days of our trip the resort said that they were still overbooked and that we couldn't come back. We asked if we could talk a manager and were hung-up on. We called again and were told that they don't have managers there. We contacted Expedia for assistance with reaching out to the resort to at least get the compensation that we were promised and the resort told them that they have a no refund policy and there was nothing they were willing to offer us. We ended up paying full price for the Fives but stayed at a lesser resort that was farther away from everything we had planned to do so it ended up costing even more time and money. We are extremely dissatisfied with the customer service at the Fives. Its disappointing to have spent several days researching resorts in the area to plan our trip only to be relocated upon arrival.
Comment from Hotel Management
16 Dec 2024 by Management, Hotel Management
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration caused. This is not the level of service we strive to provide, and your feedback is being shared with our management team to address these concerns and improve our processes. We understand how disappointing this was, and we deeply regret that we did not meet your expectations. If you would like to discuss your experience further, please feel free to reach out directly.
by A verified traveler
Posted 14 Dec 2024
While this property is beautiful with lots of nature and wildlife around and direct beach access, there are A LOT of inconveniences here. Firstly, the resort is decently spread out, so be prepared to walk long distances for everything. There is a golf cart service, but the carts are far and few between. Pretty much everyone in our group had sore feet or blisters by the end of our four night stay. I think the worst part about our stay was not being able to get food at any hour. While there are multiple food options, every time we wanted to eat, everything is closed. Like literally right now it’s 1pm, pretty normal lunch hours, and everything including the buffet is closed??? Like what??? As soon as the dinner restaurants open, there are lines out the door to get on the list because if you don’t get your name down, it’s like a 1.5 to 2 hour wait to get in! There are beach food options, but with all the nice restaurants they advertised, it’s disappointing to have to walk 20 minutes to get down to the beach for another burger because that’s all that is available. We ended up having to do room service one night and had to wait over 2 hours to get our cold, cafeteria quality food. The taco stand that they put up in the central hangout
location is worth staying up for though! Bars also closed at weird hours too. We never really got the flow of things here I guess. Our room was clean, but very basic. Our shower leaked all the way to the door of our room, though, so not ideal
Comment from Hotel Management
16 Dec 2024 by Management, Hotel Management
Thank you for sharing your detailed feedback. We’re glad you appreciated the natural beauty and wildlife of the property. However, we’re truly sorry to hear about the challenges you faced with transportation, dining options, and your room experience. Your comments regarding the food service hours, wait times, and room conditions are valuable to us, and we’ll share them with our team to improve. We hope to have the opportunity to provide you with a more seamless and enjoyable stay in the future.
by A verified traveler
Posted 7 Dec 2024
The service was lacking at the pool. They offered a lot of sale speeches but didn’t even tell me I had epic benefit package. It took us an entire stay for them to fix our TVs. Service needs to improve and not everything be self service. Either add more staff or figure out what is lacking. All restaurants had really good food which is always hard to say for an all inclusive. The amenities offered different things for everyone from little kids to adults.
Comment from Hotel Management
7 Dec 2024 by Management, Hotel Management
Thank you for sharing your feedback. We’re glad you enjoyed the food and amenities. We apologize for the service challenges you experienced. Your comments are invaluable, and we’ll address these areas to improve. We hope to welcome you back for an even better stay.
by A verified traveler
Posted 7 Dec 2024
Very friendly staff but they need clearer instructions for dining. Also the room’s shower did not work properly. Beach staff were wonderful.
Comment from Hotel Management
7 Dec 2024 by Management, Hotel Management
We appreciate your feedback and kind evaluation, rest assured we will use your comments to improve our services.
