of TripAdvisor Travelers recommend this hotel
"First All Inclusive, Great Experience"
I do a great deal of business here in Mexico, I am here maybe 5 to 7 time a year between Cancun (surrounding area), Monterrey, Mexico City, and Cabo. This is the first trip that I have been here not working, Vacation! Price was very reasonable, accommodations were great, and activities were good. They have some activities around the property so you can do something besides sit around the pool and drink (which I enjoyed). We went on the bicycle ride, Oscar was a the guide. Funny, entertaining, not a long ride but, fun. My wife went to the TRX classes liked it. Property is clean and the food is good. this is not a $350 a night property but, the food is good. Staff is great, our housekeeper Lorena is obviously motivated to make sure you are happy with the cleaning and upkeep and we were. I would highly recommend this property to anyone looking for a mid-level all inclusive vacation.
"Beautiful Resort with some great ammenities but management needs to step it up!"
Hacienda Tres Rios if a beautiful resort but did not quite meet our expectations in a few areas. It in a wonderful location and has a a quiet, unique setting as it's situated in the mangroves and along the cenotes as well as ocean. It offers some free tours for your family such as snorkeling, kayaking, and biking which are all wonderful. Alexhondro is a great tour provider. I do not recommend the Sense tour as we were blindfolded and had to walk in a line where other people were holding our waists. A worker went down the line of people and without us knowing forced food into our mouths, you are sprayed with water, and beans are dumped on in your hair. some of the beans stained our clothing because of the water. It's uncomfortable and unsanitary. We were also given wet rocks and items used by other people to rub on our skin and faces. From an infectious disease standpoint, this is not a good idea in mexico. Another perk of this resort is that there are trails along the cenotes that you can walk and enjoy the mangoves and animals. The resort itself it 100% green, and ecologically friendly. The food on the buffet and in the restaurants is healthy and varies. There are no kids meals, so if your kids will not eat the adult food which is offered you will struggle. Our kids survived but I found that if they offered some children's choices there might be less waste as it's a shame to have a child order an adult size meal on an "eco friendly" resort. The restaurants are not labeled, there are no signs, and are somewhat hidden. The service was slow in the Mexican restaurant but the food was good. Rogerllio in the buffet works extremely hard and is very friendly with kids. Oscar in the Grill provides efficient service. The room we were assigned to was very basic and did not fit the description of the room we booked online and despite our efforts, the resort would not accommodate us. We are still not sure if this is a booking issue or a resort issue, however management never spoke with us which would have been the correct action in this situation. It took 2 days to obtain a hair dryer. Our refrigerator was broker for the duration of 5 nights we stayed and never did get fixed or replaced. Housekeeping was efficient and cleaned our room daily and promptly. The ocean/beach is not your typical blue green water as pictured. It will remind you of the United states eastern shore such as the jersey beach with waves where you would use a boogy board etc. You cannot see to the bottom or snorkel in the ocean. You can however see to the bottom where the cenote initially meets the ocean but the current is a bit strong and pulls small children. You can snorkel the stunning cenote to see small fish and turtles as it's part of the offered excursion. There and ample pools and chairs available to use and even during the Thanksgiving holiday the resort was never overcrowded, in fact, it seemed rather empty. There is a very basic kids camp, but it is not as programmed as some in other resorts. It is literally in a makeshift hotel room with mats on the floor almost as if the camp was an afterthought of the resort. My son seemed to really enjoy the calm atmosphere of this camp and Lillian is great. There is very little entertainment or activities offered for children at this resort and the general complaint of the few school age children I talked to and my 12 year old son was that they were board. A few planned activities for school age children would be a perk! On a positive note, there are very few kids at the resort! We were signed up for the vacation club by edith and told it would be about 90 minutes in addition to the breakfast. The consultant was very nice and worked hard to find us a reasonable plan and I almost bought one. However, the few negative staff members and experiences we had changed my mind about the purchase even though I did like many things about the resort and the package offered was extremely enticing. Prior to sitting through the time share experience I was promised with a written receipt two free adult Xel ha tickets and 2 segway tickets. I had to wait in the lobby over an hour to get those afterwards. Plus, Edith then charged me for 2 more adult tickets, rather than 2 child tickets and I confronted her about it and she made up some excuse. I was going to go to management, but I had never once seen management about the issue with getting the wrong room, or any other problem we had encountered, so I assumed it would be a lost cause. So basically, she overcharged me for the tickets, and I just paid for them to get on with my day as the 90 minute time share thing went from 8am-1pm if you count the time it took to get my tickets from her. She then insisted I give her 40$ on top of that for what I'm not really sure. I also agreed on a price in the photo shop for photos and when I returned to pay, the man tried to charge my credit card a higher price which I was not happy about. he then tried to with hold a photo from my purchase and I had to go back for that. I did not appreciate the dishonesty or hassle. A few random other things to management. There seem to be very few staff members to take drink orders anywhere on the beach, poolside, and in general. The staff you have seem overworked. Why is this' Where are they' The gym lacks any type of disinfectant for hands or the machines' There are rolled up dirty mats for people to use. There is no gym attendant to even ask for such things. There is no hand cleaner in any restaurants for people or staff to use if they desire so it was a good thing i had brought my own. My 6 year old became ill the day of departure and he is still being treated in the united states for a bacterial infection although we were also in Xel Ha one day. Overall, this resort is stunning and hadn't we experienced the few negative staff encounters, I think we would have been back with friends and family in the future or tried another resort in this brand. I'm just a bit nervous to recommend this place to others without hearing that management has stepped up to fix these issues for other vacationers especially since this resort truly does have a unique experience to offer other vacationers!
"Still great overall"
We bought Tres Rios after running through a bunch of timeshares, mostly because of the food. The place is clean, the people who work there are great, the beaches could be better, but it is no problem for us, the pools are fine with towels included and if you have all inclusive, a brick oven pizza joint next to the pool. Just a couple miles north of Playa del Carmen, it is easy to go to the town for restaurants and stores, but with a feel of the jungle. Essentially, we love the place. The old Chef, Oscar, loved to be a chef, but they gave him more and more to do until he broke, and he is now gone.He made the place for us and I will pray he will return. He was great and they burned him out. Such is life, but I hope they learn and hire him back to run the food in just this place instead of all their resorts. He was too much of a perfectionist. At the Chef's special dinner, which was packed every night, the food was superb, variable, and the wine was good. We just did it again, and the fact it was only on one night should have told us the food was just like the rest of the place and the wine was too. Never again. It is sad to see him go. They could also use some Northern Mexican or Tex-Mex in the Mexican restaurant. Poor quality Mexican food at a high end place in Mexico is a no-no, given how cheap it is to make, if you care. Mole was watery and light brown, almost no ancho chile taste, from a can, I guess. No enchiladas. I know, it is Yucatan, but really! They should have the best of Mexican food. In any case, we still love the place, with one of my favorite things being to hop in the cenote with snorkel and mask and let it take me to the sea. They might make that a little easier to do, too, maybe by a zip line!
"Fabulous vacation destination!"
This is a beautiful resort--great room, beautiful beach, 3 fabulous pools! Lots of nature activities. What sets this resort apart though, is the incredible service. In particular, Laura, at the spa, gave one of the best massages I have ever had! Also, Oscar, our butler was sensitive to our every need. Fernando, our concierge, made sure everything met our expectations. Soooooo many servers were incredibly polite and wanted nothing more than to please us: Osnar, Victor and many others. Andi always remembers our names from year to year and makes us feel special. We love this place!
"Bike ride, snorkeling, sensory tour, kayak"
So great Ale Benitez great bike ride Oscar great kayak guide Christian sooo helpful when snorkeling for the first time. I hope you will experience their warm personalities. Ask for them! I can't think of too much more nice things to say about my lovely experience bye-bye
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM