Hacienda Tres Ríos

Ownership definitely has its privileges at Tres Ríos! Alma and Daniel were the best. Having a butler was 1 of the best parts of the trip. All of the staff was amazing. Sadly, the property was not finished or remodeled from our visit in the same week last year. They say it will be done 11/1, but I don’t see it. The food was good but a far cry from the food last year. From breakfast with a grill that is too hot and all eggs were burnt to dinner where the tomahawk steaks that we paid for were about 2/3 smaller than last year. The butlers and the yacht ride were the best parts.

The rooms are great as well as the restaurants. Staff are very friendly but what we didn’t like is the fact that we were not told of the free rides that they offered to playa del Carmen and the tour as you go shopping. The resort offers few free activities within the resort that are fun like snorkeling and kayaking.

Owning a timeshare is supposed to be about relaxation and fun, right? Well, our experience has been the complete opposite—total chaos and frustration. If you're thinking about buying a timeshare, please do yourself a favor and think twice. From the moment we signed the contract, we were sold on a dream—luxurious vacations, exclusive perks, and endless leisure. But honestly, it was all just smoke and mirrors. The reality? Nowhere close to what they promised. The real nightmare began when we decided we wanted out. We figured it’d be simple—if we’re not happy, we should be able to cancel, right? Wrong. Every step of the way, we were met with resistance. The staff seemed trained to make cancellations impossible. Excuses, misinformation, and a whole lot of runaround—it felt like we were stuck in an endless battle. No matter what we said, we were ignored, dismissed, or just flat-out stonewalled. It was exhausting and disheartening. After all this, we’ve reached the point where this timeshare feels like more of a burden than anything else. Trying to get out of it has been so stressful that it’s completely overshadowed the vacations we were supposed to enjoy. We don’t want it anymore, but we’re stuck in this frustrating mess with no way out. If you’re considering a timeshare, take it from us—proceed with caution. Sure, the idea of owning one sounds great, but the reality can be full of regret. There are plenty of ways to enjoy amazing vacations that don’t come with the stress and headaches of a timeshare.

From the moment we arrived at Tres Ríos, the customer service was outstanding. We were warmly welcomed with drinks, and every staff member we encountered was incredibly friendly and helpful. They guided us throughout our stay and encouraged us to enjoy the wide variety of activities the resort offers. The dining experience was top-notch—every meal was delicious, with plenty of options to satisfy all tastes. The hotel offers something for everyone, from relaxing by the pool to engaging in exciting activities for both adults and kids. The natural beauty of the resort is breathtaking—the cenotes and lush surroundings made swimming and exploring feel like a dream. The recent renovations are stunning and add a modern, luxurious touch to the entire property. I truly loved everything about this place. Tres Ríos offers the perfect mix of relaxation, adventure, and exceptional hospitality. Highly recommended!

My experience was great everybody’s really friendly. They have a lot of fun activities to do great pool. kayak was lots of fun. And a natural springwater that touches the ocean.

We had an amazing time once again at Hacienda Tres Ríos—our second visit, and it only keeps getting better! From the moment we arrived, the entire team made us feel incredibly welcomed and valued. It’s such a special feeling when staff recognize and remember you from a previous stay—it truly felt like coming home. A heartfelt thank you to the wonderful staff who made our stay so memorable: • Armando at the bar – friendly, attentive, and made every drink a treat • Victor and Edgar, the skilled bartenders – always with a smile and great service • Gilberto from room service – prompt, courteous, and professional • Kevyn, Anna, and Yuder at the concierge – extremely helpful and kind • Alma, now our amazing butler – attentive, thoughtful, and always one step ahead • And of course, Jesus, our trusted agent – dependable and always a pleasure to work with. Before to mention the sensory experience guy and our server from the Italian restaurant, and Il Porno staffs, we forgot their names some of them. Every part of the resort was immaculate, the food was fantastic, and the staff went above and beyond to ensure we had an exceptional experience. We can’t wait to come back again! Thank you, Hacienda Tres Ríos, for another unforgettable vacation. You’ve truly set the resort an amazing experience for the guest and members. Hasta Il proximo Año.

Formal (for a review/testimonial):|“Thank you to the Butlers and all the staff for providing us with such a memorable and exceptional experience. We would especially like to recognize Ruth and Daniel for their outstanding service, as well as Diego from Concierge and Georgitta our agent. Their professionalism and dedication make them true assets to La Herencia Tres Rios. We look forward to returning in the future.”

Food was great I have problem with two guys related with customer service at Mexican restaurant other than that I think it's a good place note for young people berryfield entertainment and the bar close at 11:00 p.m. good thing room service is just perfect if you like to drink they bring drinks to your room

This place is decent, and it seems like they are looking to expand to make it better. The property and complex are pretty big, and they have some different amenities to offer for families and couples. It feels as though it mainly caters to the 55+ community, which is great; however, I feel you should know this before thinking you'll have an off the wall college/high school grads spring break, as this isn't necessarily the best place for that. It's also not very close to the strip, so if that's what you're looking for it might be best to look elsewhere. A lot of the members have been coming for years, and after talking with quite a few of them it's a very mixed bag. Some love the place, and relayed that the employees feel like family. While, other members had quite a few unpleasant things to say. This hotel will really push you to become members, and I feel it's important to know this. They bring out all the tricks to sweeten the deal. They say it's not a time share, but at the end of the day that's exactly what it is. Do research, ask employees, and members (they are the best to get feedback from), and sales reps many questions. The more knowledgeable you are the better equipped you are to make a sound decision. If it's not right walk away, and don't let them guilt you. You owe them nothing. Have fun on your vacation!

Every time we go we are treated so well.. the see staff are so friendly but also the rooms are comfortable and there is plenty to do!

It was super lovely but it is a waste of money because you have to pay the food separate and the fun stuff separate apart the hotel and it is just too much money. People are super nice and always help so I'm not disappointed about behavior at all. The food is MID the buffet has a lot of under cooked and over cooked stuff but there is this lady that cooked you in omelet right in front of you but personally I did not like it but the dessert was super good! There is no construction anywhere and it is a beautiful view and the workers were very nice and helpful but they barely smiled unless they came up to your table. Yup they only have 1 show which is a mexican musical band that's like for 1-2 hours and it is boring for people that don't know Spanish but I know Spanish so I liked it but I think 1-2 hours is too much for that but we do get to eat while that and then eat dinner which is better than lunch. The breakfast was the best out of the dinner and the lunch the bread was super warm and they also had cereal for the kids and when we went back to our room the room and bed was already fixed so that was great! They also have multiple huge pools that you don't have to play for and big water slides for the kids with a beautiful view of the beach with a bar next to the pools for adults and children! They also have like this jewelry stand outside In the afternoon when people go out to the pool some of them are affordable and some are pricey but all of them are absolutely beautiful! They also have beautiful different stores but are kind of too pricey in my opinion. The only thing I also didn't like was that we had to do this interview for like 4 hours for like other resorts there and they were begging for us to sign it and its a scam in my opinion sitting there talking about the same topic for 4 hours straight but we do get to eat while we talk and the food was MID again. We only stayed for like 3 nights and 4 days and was like 300-400 dollars (not including food and drinks). Me personally I wouldnt come back its just a WASTE OF MONEY!!!

Just came home from our third trip down. The kids absolutely love it there, as do we. It's great because it's completely self-contained, so more responsible kids can have more freedom and mobility, without the adults wondering where they are. If you want to go into town, it's an option, it's not a requirement. This time, we never left the property. Also, they recently built onto the pool an entire kid play area, including slides and a kiddie pool. By the pools, they have adult-only areas that are a little quieter, as well as family areas with games, exercise, and music. The food is delicious, and staff is amazing! Five restaurants to choose from, with a large variety of palate options: Mexican, buffet, Japanese, grill, sports bar. It was an adjustment when we came back to the airport and people were not rapidly attending to our every thought and request! We will definitely return!

DO NOT COME HERE! Absolutely waste of money!! Everyone is so rude here except the bartender ppl The food sucks they have very small portions and once it runs out that's it! You wait so long to get in to a sit down restaurant! Everyone working there has a straight face no smiles or personality! There is construction everywhere! They have no shows at night it's only karaoke for and hour. They have you do a presentation selling you time share and they totally harass you for 4hrs Everyone I talked to that did it said the same thing they are so rude when you say you are not interested Trust me there is better places to go. I've been to "RIU in puerto Vallarta" and that one is amazing!

I would give them 0 stars if I could. This place is a TOTAL SCAM. As part of our stay we were required to attend their sales presentation, where they basically force you to sign up. I also agree with Karla G's review. Food is not good, everything under construction. They ruined my vacation with their sales presentation. They wouldn't let us leave until we signed up. We kept saying no and then they lowered the price until we finally said yes so we could leave. The next day we came back to cancel it because according to the contract, we had 5 days to do so. They made us sit there for 2 hours and pretended that they were going to refund our money but they never did, saying that their contract didn't mean we could cancel and get a refund. Yes we could cancel but we were still out the $5600 they charged. We never got our money back. They are all crooks and what they are selling is a bunch of BS. Don't go there. If you do, avoid the sales presentation like a plague or you will be sorry.

It's my second year at Hacienda Tres Rios and both experiences exceeded my expectations. I came with Herencia time share owners and the level of service and attention to detail by the staff really showed as a result. Last year was pretty tough for the resort as they had to shut down for several months and operate in a reduced staffing level. I knew that going into Cancun just four days after they reopened. I expected things to be under 100% peak operating quality due to the fact that they were just trying things out to see if it would work. Some things were rough but we got past it and towards the end of the week they really shined. These were minor things that did not affect the overall quality of the stay so I really do commend them for trying their best. The accommodations were magnificent. We booked a 3 bedroom suite that was extremely spacious with views that overlooked the ocean. The rooms were stocked daily with beverages, snacks, fresh fruit and coffee. The house keeping staff came by daily to change out linens and made special designs on the duvet covers. The walk in shower is huge and the bathroom was stocked with hand sanitizer, toiletries such as toothbrush, lotion and body wash. All rooms had a 70" TV with apple TV hooked up so you can mirror your phone. This year all 6 restaurants were open so we made sure to have dinner reservations at each of them. The most memorable restaurant was Portobello where the finest dining is to be enjoyed. Be sure to dress nice for this one because the place is intimate and great for pictures. The food never disappointed and even during the pandemic the resort chefs continued to cook the most delicious and visually appealing dishes that you can imagine. This includes the lobster specialty dinner which requires prior reservations. The second favorite was Hacienda grill for their ceviche, seafood soup and beef kabobs. When I need a pick me up I would visit the dessert shop and get an espresso. I could live here forever and not leave. When we're not at the restaurants enjoying the fine dining, the memory makers (Ana, Isaac, Roberto) were the ones keep us active whether it's at the pool for aqua gym, on a segway for a tour of the resort, mid day workouts, or beach volleyball. They're the ones that kept us in shape the entire week by being enthusiastic and motivational. Thanks for all your hard work in making our stay magical. Also the events organized by the resort (wine tasting, tequila tasting, martini tasting) for members are exceptional. Ivan the Jefe de bebidas was very well trained on the history of each type of drink. I learned quite a bit at each of these events and found these social hours a great way to interact with other guests at the resort.

We came here for a week during new years with two little kids and a teenager. When we arrived the guy that checked us in had no expression at all, he didn't say anything other than where to sign/initial. It was a prolonged check in process and at the end he told us what room we were in but nothing else. We had to figure everything else out on our own. No reservations for dinner so we had to wait in line everyday and hope they would have a spot for a family with children. Some restaurants only allow children at the 6pm time slot. This was so frustrating. They definitely heavily favored Spanish-speaking guests (with the kids). If you don't speak Spanish it is very very difficult to get decent service by the staff. The drinks were watered down but some bartenders are willing to make a better drink with a good generous tip. There was a kids center for 5 and older for two hours a day and it was fine, nothing over the top. It was nice that they had free activities like the bike tour, the kayak, cenote stuff and other activities. We ventured out to Cancun once and it is definitely nicer on the beaches there. Overall it was nice but if I had to pay full price I wouldn't go.

Lovely resort! Service is phenomenal. Staff understand limited English except for the front desk staff. Rooftop jacuzzi and bar is amazing. My absolute favorite. Pool is beautiful and so is the beach. Cocktails are definitely watered down. Enjoyed my stay and would recommend.

Mostly under construction. We reserved a room with King size bed and jacuzzi and paid extra for it. Got here yesterday and they say it is not available so they game us a very small room with two very small old beds! You cannot sit by the poolside without the workers viewing over your wife in the pool!

The beach access was beautiful. The pool has equal parts shade and sun depending on what you wanted! The only thing that is stopping me from giving this place 5 stars is the entertainment and food options. The DJ by the pool was great during the day but in the evenings the place kind of dies. The food was really good but if you weren't a member your food options are very limited and if you are a family a couple of them are adults only. There is only one outdoor bar and no swim up bar which is my favorite kind. However I would go back as I get member benefits, but if you don't I think you may be disappointed. However a VERY VERY special shout-out to Filberto who was the best attendant we had. He made our trip special. We would find out where he was working and plan our days around him! If Hacienda sees this then Filberto is the man and even helped us with our Spanish!

We have stayed at many all-inclusive resorts in and around Cancun. We are not high-maintenance guests by any means. This one is very average in most respects. The small size if the resort is very manageable and comfortable - easy to get around and no need to rely on resort transportation. The two pools are very clean and inviting. The pool furniture is not very comfortable. Two days of our stay it was very difficult to get pool towels after mid-morning, and most chairs at the adult pool were reserved. Staff were unhelpful when asked about the towel shortage. The beach is very small and not very pretty. There is a lovely spot where the cenote runs into the ocean, and most people at the beach were enjoying that small area. The kayak activity was free and well- organized by two guides. We rode a short distance up the driveway to a cenote that was covered up by mangrove, and paddled down stream for about 10 minutes and then back upstream. The restaurants were average or slightly above- average food quality. The service was inconsistent from one restaurant to the next. The pizzeria was the worst for both food and service. In general we found the drinks to be pretty bad. Most were terribly sweet and tasted artificial. Some margaritas were good and some bloody Mary's were good. The beer was nice and cold. The pool drink service was ok and the beach drink service was pretty bad. The staff were either genuinely nice and helpful, or totally disinterested and gruff. You never knew what you would get. When we checked in we were not given a tour of the property, nor were we given info on what restaurants served what meals at what hours. This was despite our having met with our "concierge" who took us to our room. Our 2-bedroom unit was spacious and clean but very basic in decor. The bed was comfortable and the bathroom was nice. The toiletry products were not very nice. One of the best parts of the hotel was the AC in our unit, until it quit working half-way into our stay. The AC issue is not unusual at this resort, as I gathered from reviews and also the information we heard at the front desk. I had a very good massage at the spa, and my friend said her massage might have been the best she ever had. We are experienced enough to know to decline the time-share presentation, No matter how quick and easy they make it sound or how generously they will compensate you for attending. Our concierge offered us a $800 American dollars spa credit. We didn't bite, and neither should you. Two of our group became covered in bug bites that were very itchy. Apparently the bugs are tiny flies at the beach, but of course they were concerned about the possibility of bed bugs. Others complained about the bites in reviews. In conclusion, while Tres Rios is not the worst place you could stay at Riviera Maya, neither is it the best. I would not stay here again.

Been to so many resorts and this one by far is not a place I would go back to. The beach is not great, they are quite a bit of distance to the beach. The food is not good, we went foe Brazilian Dinner our first night and all types of beef cut is tough. One of the workers there tried to push us out of there, I gave $30 bucks of tip for 2, since our server Humberto was nice to us. This is our 2nd day and going for breakfast at 9 am, they only open one buffet place and there are 20 people on the list already. Why on earth will this place would only open one for everyone on this resort. Not to mentioned the hallways in your rooms are so noisy, woke me up to kids screaming and people talking. Not a place to enjoy vacay. The place is very pricy too. Will go back to Iberostar instead.

Great all inclusive. If you're looking for a place to relax eat good and have awesome drinks this is the place. Jose at the pool will make ou feel at home. Oscar and Juan at the restuarants will make sure you have a pleasant meal. And My Boy Abel will hook you up at the bar! I came here with very low expectations but this hotel was more than amazing. Food is great. And alcohol is by far the best. If you're looking for a place where you can bring kids and still enjoy your time it is that right place.

Didn't exactly know what to expect as I was gifted this stay by my dad and I usually like to plan trips myself so it felt a bit weird to be out of the loop when it came to this place. When we arrived the bellmen helped us wIth our bags & after check in, our concierge Luis warmly greeted us and explained everything. He explained that the trip was discounted and that in exchange we would have to sit through a presentation on the time share. I wasn't too thrilled about that but apparently it was part of the contract when my dad made the deal. Eduardo was our host and after a nice breakfast at Alibrije, he took us on a tour of the facilities. We fell in love with the property and it's natural beauty. Apparently, this place has won several awards when it comes to nature conservation and being green and that made me happy. The presentation from start to finish (including breakfast, tour, and more presentation in the business center) took about 3hrs. Wasn't a fan of how much time it took but I understood it was part of the agreement. They are sales people and did their job in trying to sell us a place. We declined and they were pushy but not overtly so and when it was done they did not bother us again. Now that was out of the way, we were finally able to enjoy the amenities. The property is gorgeoussss as I said and they do an amazing job of keeping it clean. Floating down the river was spectacular and the water is so blue. We walked to the cenotes and got bit up by a bunch of mosquitoes so I definitely recommend wearing big spray! But we were the only ones at the orchid cenote and it was so lovely. Probably even better when they are in bloom. But everything was pristine. The staff are some of the friendliest people I've ever met. Everyone says hi to you and makes sure you are doing okay. Very attentive, some of the most amazing people you will ever meet. Very kind, generous, and nice to be around. The food isn't that good and like another reviewer said, not many options for vegetarians. Breakfast was probably the best meal because of all the fresh fruit, green juice, and fresh quesadillas with oaxaca cheese. Lunch and dinner were edible but not my favorite. I didn't really care much about not liking the food though because I was too busy loving the beach. Our room was clean and we did not have any issues with the safe, bed bugs or anything else. I would recommend drinking only bottled water if your stomach is sensitive but I really didn't have any issues. As far as transportation, it was complimentary from the airport to hotel but we had to book our own on the way back. The hotel can do it for you but it will be expensive. I recommend going on trip advisor and booking from there which will be about $35 cheaper than doing it through hotel. Also, tours will be cheaper as well through like sites. All in all, a wonderful place to make great memories. Very family friendly as well. I would definitely come back and rent a car to explore all the amazing things in the near by cities.

A lot of construction going on at this point in time. The food at the few restaurants was average at best. The service was exceptional. The average food and the construction makes it just OK, but I feel in the future it could be great again.

This place is nothing but a joke we have been without electricity all day long. No water for showering you bake it. Even before this event everything has been terrible. Food is just to dye for and not in a good way. I Can go on and on.

Upon arrival we did have to wait to get out room because we arrived early but we were able to eat and go explore its surroundings. Everyone super nice. I just think they should plan on passengers arriving early and giving a 2 hour check in window if rest is needed upon arrival not until 3p check in time. We were exhausted our feet were swollen from traveling all night to maximize our arrival day. Activities we did the bike ride to the cenote yes some have alguie and smell but its nature they dont have a connection to current but fish thrive...decomposition happens for regrowth and replenishing it's own eco system. Our tour guides were very informative and very knowledgable on the area.. We did the sensory tour this was beyond different...its your hearing maximize xx100..I would highly recommend it.

My family and I enjoyed a terrific stay at Hacienda Tres Rios for six nights in June. We were a party of seven, with three kids, two parents and two grandparents. We are a very active family and had great time! This resort is ideal for both couples and families. There is a wide assortment of activities and dining options that would please so many different ages and activity levels, and we took advantage of all we could!!! We were made to feel very welcome from our airport transfers to check-in and our introduction to the resort with Sasha, at Concierge. She was terrific answering lots of questions from us on the many different activities we could try. Our Floor Concierge, Charlie, was very helpful and went out of his way to help us with all of our various requests and departure needs. Our rooms were spacious and beautifully decorated. We had two bedrooms connected with a living room, and each of the kids could have their own little area for play and sleep. They loved the views of the gardens and mangroves from the balcony. Our housekeepers were very conscientious and friendly, and did a fine job making the room each day, and catering to special requests we had for blankets, towels, and pillows on occasion. The turndown service and room refresh with sweets was especially welcomed! The all-inclusive aspect is hard to beat. We took the opportunity of sampling the restaurants available to us. The greeters at the entrances and the wait staff were all great and attentive. Casa Las Islas had wonderful buffets, which both the kids and adults enjoyed. Although the outlet got busy for breakfast between 10:00am and 11:00am, the line went quickly. The plates were all delicious with very attractive presentations. El Alebrije - a fabulous restaurant, and we loved the beautiful, colorful Mexican decor and we enjoyed the welcome margaritas in different flavors. We enjoyed dining here twice during our trip. The food was delicious and presentation was great. The Chicken Mole, Steak with Tamal, and Stuffed Chili were all wonderful and terrific portion sizes, too. Kotori - This restaurant was a major hit with our group, as we had a vegetarian with us. She loved the sushi and sashimi, and loved the rolls and other plates. We also enjoyed the Chicken Sate and Rice Noodle Salad. The atmosphere was very pretty and with a romantic ambiance! We visited the Hacienda Grille once for lunch and once for breakfast. Both events were very enjoyable, and the food was great. The kids especially enjoyed being outside - checking out the views of the pool, different native birds, and other guests wandering about. Of course, we all loved visiting the Patisserie Café de Paris - and were there on a daily basis! It is a great spot to bring the kids for a quick sweet treat or nice coffee after a meal. The staff was very nice, offered big smiles. The selection, of course, can't be beat! We all enjoyed watching karaoke in the Victory Sports Bar, and shooting a bit of pool in the Game Room. And the Mexican Dinner Fiesta on Friday evening, complete with entertainment, was wonderful for all of us. We enjoyed the food and entertainment. The kids were just thrilled! Of course, we spent loads of time at the pool and at the beach. The towels were fluffy and plentiful; beverages were cool and refreshing (and coming quickly with the servers-especially Marcelo!); and all lounges were quite comfy. The kids had a great time crafting ceramic masterpieces with the "paint it yourself" ceramics workshop at the pool. I loved it, too, and my very own masterpiece is now proudly displayed in my home! The water aerobics was fun, too! We took a snorkeling trip down the river - so exciting! The next day, several of us handled the kayaking like pros. On both excursions, the staff was very friendly and thorough. The atmosphere overall of the resort is one that is truly inviting to guests, especially families. There is the "eco resort" quality and it's just an amazing thing to watch the little ones thrill at the sights of an iguana sprinting across their path, the famous "Agouti" mammals darting about, different aquatic birds diving for fish, schools of fish gliding about, sand crabs dodging for cover, or even a furry "Coati" hanging over our heads as we snorkeled down river at the cenote! All in all, I would highly recommend this resort as an absolutely wonderful option for families! There is so much to do and see without even leaving the property that our grandchildren wanted to stay on extra nights, and even suggested we move in permanently! An amazing visit at a stunning location staffed with wonderful people. Muchas Gracias, Hacienda Tres Rios and Sunset World, for a marvelous trip!

This was my first time going to Mexico and I was unsatisfied. Hacienda Tres is a beautiful resort. It is very clean and well kept. The maintenance crew was very on top of everything. However their service was horrible. Most people who work there did not seem happy to be there. They did not make you feel welcome. Most people who worked there did not greet you, or if you asked them a question they were not polite in responding. Even upon our arrival, our room was messed up, we had 6 people and we got a room that only slept 4. The guy at the front told us we would have to wait until the morning to fix it with a manager. I expressed how upset I was as where would the other two people sleep? Also, I paid for this stay and we aren't getting what we had on our reservations. Thankfully the gentlemen did figure it out and we had to joint room next to us. There was just a bit of confusion. We paid for the all inclusive and were also RCI members so we should of had access to a lot of things. Every day we were told something different from what we could drink and what was "extra." I even went and clarified of what is included in our all inclusive and told him what we were trying to order and he said we should be able to get the stuff we wanted but there may be confusion. It just seemed everyday there was different rules. Some times they would scan our bracelets and some days they wouldn't. Some days we had to wear masks, some days we didn't. Some days we could order these drinks and some days we couldn't and they were extra. Some days they took the balls in the pool at 5 when everyone was playing, some days they didn't. There was also an issue with towels. House keeping would take the towels from our room and would not leave new ones. We would ask for some and they would say they would bring some and no one did. Same thing for pool towels. We also did a presentation as they did try to sell us for a membership there and when I told the guy about all my concerns he could care less and still kept trying to pressure us into buying! They would also leave little dishes in the room which were nice but there was a cheese plate that was left in our room all day as we were gone at Xcaret and when we came back there was mold on it. We left it there and when they came to clean our room the next day they still left it there. I like the idea but for cheese maybe put it in the fridge? We did talk to another lady there that said in the past this resort was great but ever since after COVID they made a lot of new rules and their customer service declined. She also said this would be her last time staying there as it was not the same as it used to be. There were a few people at the resort that were awesome though, Samuel at the Sushi restaurant, Miguel in the Mexican restaurant and the manager (I forgot to get his name), the bartender (who literally helped all around the resort, Andres?) and Chadwick who took us on the presentation tour of the resort. I would not stay at this resort again.

Maybe it's not fully back to 100% operational status given covid and I know the staff are working really hard (but are super under staffed) ...sadly overall experience was fairly bad. We had fun but overall quality of food, room service etc is really not there right now. Hotel is 30% capacity ...everything is crazy slow and quality for everything has suffered. Again, the workers are doing the best they can with the limited staff they have. We spent most of our time off resort and that's what made the trip great.

I was a victim of a crime a year ago in this hotel. I was traumatized and until now I can nearly talk about it. I want to warn everyone that this is not a safe hotel as I was victim of a crime I hired a lawyer whom later was kidnapped and killed. I have all the paperwork with the Mexican law but it is useless as it seems this hotel owners are related to the narco as I was a victim of narco people. I was having fun at the bar when I was attacked for some narco juniors that were celebrating a wedding at this location with no reason about 15 guys hit me and hit me until they left me unconscious. This hotel has not security as no one helped me. The hotel managers tried to make me sign a paper where it says they were not responsible for what happened to me. I did not sign the paper and they got mad. This hotel is also a scam I was invited to come to their location and I was pressured to buy one of their time shares and I did buy it as I was already a customer with a time share membership they still wouldn't help me when the crime took place. It was horrible managers one of them was named Issac and that's the one threatening me and he allowed for the criminals to stay in the location for 2 or 3 more days. Be aware if visiting this location that they are scammers but not only that they might be related to narco cartels. Avoid this hotel chain at all means after a year I can talk now if you need more details feel free to contact me.

The grounds are beautiful, the pools are great, the staff is very friendly. We came to celebrate my husbands 50th birthday thinking we would have a memorable time, sadly that's not what we got. The food at the Buffet was not up to par at all to say the least, breakfast, lunch or dinner. The food at the Hacienda Grill was tasty but the portions are all kid size so you have to order two meals per adult. The food at the Alebrije Mexican restaurant is tasty as well but small portions and if you are not a member you can only dine there for dinner, breakfast and lunch is only for members. There is no Pool bar and you cannot order food at the pool. They have strict dress codes for men even at the buffet, although they let people in with swim suites covered in Towels. The beach at this time was horrible but we knew that before coming but not having good food was the worst of all. We asked very kindly to put our group together at least in the same building but they refused to accommodate. I could go on, I usually don't leave reviews but this was a special trip for us and we paid a lot of money for it. I would not recommend this place to anyone.

The resort is beautiful, the cenotes on property are amazing. The beach is not a white sand clear water beach and Hacienda Tres Rios isn't known for its beach, go to a different resort in Cancun for an amazing beach. However, the beach has a lot of seaweed and algae because of the hurricane. Hacienda Tres Rios has a plan to clean their beach up and restore it back to the white sand clear waters it was before the hurricane. So, in the mean time hold tight and enjoy the plethora of activities this resort has to offer, and other beaches are 5 to 7 miles away. Hacienda Tres Rios is known for the 362 acre property and Nature surrounding it. The Kids Club is awesome and I love Cindy, she is amazing with kids (an observation my mother made since I brought my mom and she is a school teacher to young children). My son Evan loved Kids Club during our stay. The restaurants are great. Casa Las Islas always has a wide and amazing selection. Hacienda Grill is awesome and right by the pool making it convenient. Kotori is a fun oriental dining spot. And Il Forno Pizzeria is a casual pizzeria right outside of the pool and beach so you can dine in your swim attire. Hacienda Tres Rios is definitely a great family resort. The gym is nice, the spa is HUGE and inviting. Hacienda Tres Rios also offers a photographer called Zoom, he or she walks around and takes photos and there is a Photoshop you go to and pick out your photos that you want that captured the true essence of your trip. The gift shop is fun, too. The VICTORY BAR is where it's at for entertainment. The Victory Bar has an hourly schedule of activities and a DJ plus food and a bar. Also the Pools are lots of fun and if you are into nature this is the place to be. My mom loved it! Don't forget to take advantage of EVERYTHING that comes in your ALL INCLUSIVE PACKAGE MEANING THE TOURS AND VARIOUS ACTIVITIES The only reason I didn't give Hacienda Tres Rios 5 stars is because the address is a bit misleading, it's not in Cancun. I came here for the beach and trusted the address but little did I know we were actually in The Riveira Maya. I didn't plan on leaving property to go to a white sand clear water beach, but we only had to travel about 5 to 7 Miles away to get to a white sand beach. Other than that, the resort is 362 acres of amazingness with many, many activities and entertainment going on around the clock. My family and I really enjoyed the Segway tour.

My husband and I stayed here to celebrate our 11 year anniversary. We had stayed at a nearby resort for our honey moon and wanted to come back to celebrate this anniversary. This all inclusive resort is really gorgeous. Our room was really nice. Two very comfortable queen sized beds that were covered in super fluffy pillows and comforters. Our room had a lovely view of the trees and the ocean from the balcony. The shower was also very nice. I will say the TV was not the best with the audio cutting off a lot on most of the channels. My husband brought his laptop with some movies so we spent most of the tv time watching movies instead. They also offer some older movies on dvd next to the coffee shop by the lobby and there is a dvd player in the room. Although a couple of the dvds we tried to play did not work. The food at this resort is the best! My favorite was the Mexican restaurant upstairs called El Alebrije. Hands down the best bar/bartender (Teofilo) at this restaurant. The bar is always stocked up well unlike the rest of the resort. My second favorite place to eat was the Hacienda grill next to the adult pool area. The fish tacos and the ceviche are top notch! The pizza grill Il Forno was pretty good. The curry sausage pizza was my favorite. I unfortunately didn't get the chance to try the Asian and the Italian restaurants. The coffee shop by the lobby was hit or miss with the espresso. Depending on who is working the coffee machine you might get a strong good coffee or you might get a very watery one. The one nice thing was that there was always a large variety of sweet treats to go with your drink. The sports bar has lots of tables and one pool table that you can use with a $20 deposit since they said some folks try to steal the balls for some reason. The bartenders are not the best at this bar and the bar tends to be out of most liquors the majority of the time I was visiting. There were a couple of nights that there was a lively and fun atmosphere here but the majority of the time it feels a bit boring. They have different themed nights like bingo, karaoke, dj and dancing. I would love to have had the fun atmosphere here every night instead of just a few. Room service was great! The food was really tasty and it is great to have it delivered up to your room! The buffet was also really great! I was very impressed that a buffet could be this great! The service, food and drinks were outstanding during breakfast, lunch and dinner! My husband and I had a couples massage on our last day here and the ladies did such a great job. I highly recommend doing that! I also experienced the bike tour of the cenotes. That was so much fun although the bike tires were all on the low pressure side for some reason. There was a lady taking our pictures and I have to warn you that they will want $15 for each photo if you decide to buy them so take your own camera. There isn't much of a beach here but it is still very beautiful and relaxing. I stayed by the pool and hot tubs mostly. I missed out on kayaking because of the weather but I'm sure that is a fun activity. The one thing I hated was the entire resort only offers Corona beer which is my least favorite but overall I had a great vacation here.

I was excited to stay at this resort. I started with a 5 star rating in my head before and upon arrival. However, the stars started to drop as days went by. First, safety box malfunctions. A minor issue. Second, bug bites our first night. Third, dinner at Kotori on our second night was horrible! We waited 55 minutes to be seated (instead of 40 that we were told, forgivable). We were ushered in at 830pm. The place wasn't full or crowded. Long story short, I had to ask two other servers to check for our food. My family and I did not get served our dinner until 1017pm! Almost two hours!! And, the person going around checking on guests was only checking on Spanish speaking guests. Really bad service. Fourth, we were out for XCaret the whole day on Monday (great place to visit). The next day we went to 5th Avenue for some shopping. My young son said his $20 he left in his backpack is not there anymore. I asked him if he was sure he left his money in the bag. He said it was the only thing in it's pocket (Yes, I reprimanded him for not listening and leaving his money. It's a traveler no, no 101). Fifth, bug bites continue nightly. I reported the issues we have encountered. The safety box battery is changed and our room sprayed for the bed bugs (supposedly non-toxic for humans). I thought there would be no more issues until I decided to book our airport transport for when we leave on Saturday. Yes, we're still at the resort and I'm making this review because I'm so disappointed at this place. Anyway, the transportation is supposed to be free because we didn't use it coming in. I was sent back and forth from Concierge to Activities/Transport and back to Concierge just to be told only two adults are paid for then I have to go back to Transport to pay for the rest of my family's fare. I called Reservations coz I don't see any of the language about the restrictions on my confirmation letter nor was it mentioned on the several conversations I had with them before our trip. I was given a b...s..t explanation. Really! I want to give this place a good rating because it is a nice resort, the people are friendly and the lobster dinner was great. However, the two star is already very generous considering everything we have encountered so far with the amount we paid.

This is a very relaxing experience. You are treated like a royalty when it comes to device. Very calm and elegant vacation away from the rigors of your daily routines including work.

If I could give no stars I would!!! This place was the worst!! I am an owner of the sunset group and NEVER AGAIN WILL I STAY HERE!!!! we were treated so poorly and was constantly being lied to about many things I was promised things and they never came through.I brought 13 people with us with part of the share program and they did the time share presentation and got nothing NEVER AGAIN WILL I REFER ANYONE TO STAY HERE our 1st night stay ordered room service and it took 3 hours to get to my room then they didn't bring silverware so my kids had to eat there spaghetti with spoons that they did have in the room for coffee. Eventually they came back half hour later after midnight when the kids were already asleep. KAREN WAS THE WORST PERSON she made my vacation the worst!! She told me she would pay for transportation to sunset Royal in cancun and give me $700 for the med spa then when I agreed with the transportation she back tracked and said one or the other when that's not what she originally agreed to. So I took the gift certificate to med spa come to find out I can't use them there I can only use them at the regular spa for a message when I Specifically asked if I could and she assured me yes and that I would look grate with my new lips I wanted to get done with them so I took my gift certificates with me to Royal since she also told me I could use them there and that's where i was going for the day and Nope I couldn't use them at the med spa so I assumed there was a mix up so I had them call her amd NOPE SHE CHAGED HER STORY AGAIN AND SAID SHE NEVER SAID ANY OF IT! IT got worse when I got back to my room that night my room key now wasn't working to get into my room so I had to got back to the front desk to get my key to get reprogramed SHE REALLY WAS A KAREN and lives up to her name!! no one has done anything to help me and the Manager Alex is no wear to be found from what I am told there is no way to get ahold of him I leave Saturday and I couldn't be happier P.S the food SUCKS!!

Do NOT waste your time staying at this resort. Upon arrival they swindle you into a sales pitched tour to buy a fake membership to be a "vacation club owner". If you refuse to attend the tour, you have to pay a higher rate than originally promised. We took the tour. While showing you around the resort, showing you fake rooms connected to the membership, they also feed you alcohol. The sales tour is very intriguing and the resort itself is beautiful however, they make many promises which turn out to all be lies. They first try to offer a $10,000 "deal" and then will quickly go down to $5,000. Then they offer you to pay half of that upfront and finance the rest with zero interest and monthly payments. No credit check, no SSN provided. My cousin and I stayed here Feb 2021 and I ending up purchasing the vacation club membership. It really did seem like a great deal! During our stay, the staff was extremely nice, attentive, available, and we felt like they were honest. As soon as we returned to the states, that all changed. No one was available to answer questions I had about my membership benefits. The sales guy, Nick, originally gave us his number on WhatsApp, never returned our calls or messages after many promises to always be available. It took exactly 30 days to finally get an email "code" to access the so-called vacation owner benefits which were a total joke. There was zero discounts to hotels or flights in fact, you could find them cheaper on 3rd party websites. I never received a card I was promised that would act as cash towards a future vacation. It's been almost 5 months since I regretfully purchased this fake package and I've gotten a new credit card associated with the payments. I have not used any "benefit" once because they simply do not exist. I recently got a new credit card and the automatic payments to them stopped. Now all of the sudden they're available calling and emailing everyday asking for money. They even "allowed" lower payments to lure you back in. DO NOT DO IT. It's a complete scam, waste of time and money! Save your money and go to a resort who doesn't put people through lies and manipulation!!

There are always a huge spectrum of ratings and opinions when it comes to a foreign, all-inclusive resort. My perspective of the review is going to be based on: * I've been to non-resort areas of Mexico before * I've been to several all-inclusive resorts * I am not a Spanish speaker * I am under 30 * I stayed here for a wedding * I am low maintenance Alright! With that out of the way, Hacienda Tres Rios was a wonderful experience overall. When you're handing essentially *everything* over to a resort, you have to expect some hiccups, but Hacienda was pretty great at accommodating everything myself and the other guests needed. The rooms: The rooms were spacious, very clean, and had a huge walk in shower which was great. The honey shampoo and oatmeal soap was some of the best I've ever seen at any hotel anywhere. Definitely took a few of those home! The food: Seems to vary quite a bit. The grill was good for lunch as a sit-down option near the pool. The room service was very hit and miss. Some items, like the pizza, were very under cooked and we had to toss it out. Other things like the club sandwiches and soups were solid but still below what you'd be getting at any of the restaurants. We did get a chance to eat at both the Asian and Italian places, which require slightly nicer (read: shoes, pants) attire. Both were definitely worth it as the cuisine was a step above. The flaming Mexican coffee at the Italian restaurant was both delicious and highly entertaining in its table-side preparation. The buffet for breakfast was one of my favorite spots though, as it had most every classic (read: American) dish you could want, in addition to a custom quesadilla bar, refried beans, honey dripped fresh from the comb, chorizo, etc. etc.) The food we had at the wedding reception was great all around and definitely the highest quality of all the food we had while there. The service: Overall, everyone was extremely kind and super helpful. Obviously tipping is optional, and I did not feel compelled to do so, but more often than not I did because 1) it results in faster service / stronger drinks and 2) they genuinely deserved it. The activities: We only had a chance to do the kayaking, but it was a blast and I would highly recommend it! Coming back upstream was a little challenging in the narrow river, so I would recommend taking the shorter paddles (yellow) versus the longer ones. It shouldn't be a problem for anyone in normal shape without any back problems. Overall: Being a younger wedding group, we definitely noticed this was more of a family spot. Mornings were dead and so were nights after 9-10PM. We didn't venture out of the resort for any of the area clubs or night but if you're interested in meeting other people or drinking more than the watered-down booze, you probably want to check other options. It won't be the dream resort for everyone, but it is really good as far as international resorts go.

I stayed here from a Sunday to Thursday. People are somewhat friendly but seem to not really be helpful when you need them. First off the food is not good breakfast like the other reviews says was okay, but as far as the cafe, lunch and dinner not at all good. There was lots trash like plastic bottles, cups and broken glass on sand bar. Near the lagoon surrounding the resort has a constant foul smell like sewer. But pools are nice.

The grounds and rooms are beautiful. Every staff member is helpful and courteous. I had a medical situation early in my stay, and a doctor was called and I received first aid. Besides having a massage,i only did one activity, which was bicycling. Our tour guide, Josa, was well-informed and shared a lot of interesting facts about the cenotes, mangroves and other points of interest on the path. He had a sense of humor and communicated with us easily. Transportation staff were excellent getting us where we wanted to go off-site. The reason for 4 stars and not 5 pertains to the food, which is plentiful but not as tasty as some all inclusive resorts. The wait staff are very attentive and friendly. Our service included help from butlers and housekeeping. They were all exceptionally polite and helpful.

The staff here are great, rooms amazing and the tours guided by Pablo and Diego were fantastic, as well as all that provide services...other than the car rental provider - terrible. We tried to rent a car and wasted 30 minutes of my time as they couldn't process the credit card and kept on asking for cash. Super annoyed. Had to cancel. As for the resort, 98 percent clean, great food, drinks and the eco park is wonderful. Wildlife is everywhere. Would for sure come here again! Beaches are being impacted by climate change and covered in seaweed and that is acceptable. There are swimming spots in the crystal blue river.

First time staying here and I can actually say I like this place. They offer variety of good food. The rooms are clean and the customer service is great. The beach is bad so if your looking for white sand clear blue water skip this resort. The beach area is the only negative thing I can say about this place. The beach is actually horrible. But when we stayed here we did so much activities outside the resort so it didn't really affect us much. This resort also offer activities such as kayaking on their own property. They have small Cenotes where you actually can kayak but book in advance cuz they fill up pretty fast.

We came here for a friend's wedding(beautiful wedding!)The resort is about 40-45 min drive from Cancun International airport. You can ask for a shuttle ride from the resort in advance (for a fee, but it's free for members) or opt to use outside shuttle service. There is a security check before entering the compound. They ask for the passengers names (when you leave the hotel, they also ask for your hotel number) there is about a 15-20 min ride to the entrance and all you see is beautiful forestry surrounding you. When you arrive, you are offered a glass of champagne and towel for your face. We got in around noon but check in is not until 3 pm. They gave us our wristband anyway. This is what you use to get to your room. Do not lose it because it will cost you $200 for replacement. We were told we can use all of the facilities while we wait for our room to be ready. We walked around the compound, every one was very friendly and greeted us. We went to the restaurant by the adult pool and the food and drink was great. We tried the fish tacos, the beef fajitas and strawberry mojito. All were delish. A little bit Americanized but everything was fresh and yummy. 3pm came and we were told that our room was not ready unfortunately. An hour later and we were still waiting. I was tired and ready to take a nap and lo and behold we were upgraded to a beautiful suite with a big patio and gorgeous view! The room was beautiful and clean with marbled floors all throughout. There was a lot of freebie things to do like the nursery walk, snorkeling, bike riding, kayaking, cooking classes, towel folding and night entertainments. We were only able to do the cooking class and kayaking in the cenote and they are both highly recommended. Make sure you book the activities at least a day in advance. The pool was nice and clean, they kept the alcohol coming but I think the alcohol is watered down. The beach is ok, there are seaweeds present but that really didn't bother me. I was initially worried about this place being a timeshare resort but we were not haggled into buying a timeshare. The only small problem I had was the long wait for the room service. Other than that, we enjoyed our stay here. This place is not a party spot so if that's what you're aiming for then I would not recommend this place. If you want a relaxing no frills resort, then this place is for you :)

We had a well-confirmed reservation through Otel.com and when we arrived we were told the hotel was sold out and that we would have to relocate to a sister property. In addition, there were THREE other couples experiencing the same exact thing! We believe this is a systematic practice of bait and switch! Due to this negative experience, it had a negative impact on every other aspect of the trip. It's PATHETIC they get people from out of the country and treat them this way and leave them with NO OPTIONS. BUYER BEWARE!!!

I stayed here for a week with seven others and We all absolutely loved it! On our first day out at the pool we met Santiago who was great! Every time we saw him he went over the top to ensure that we were taken care, he was always quick and good spirited, he seemed that he truly enjoyed his job. By the end of the trip we were sad to tell him goodbye. We ate at all the restaurants including the buffet (Italian ended up being my favorite). We took advantage the various activities on the property including kayaking, bike riding, and segways. For segways we had chocolate as our guide (Ivan is his real name) and he too was great! He had so much information to share and you could ask him just about anything. The property is gorgeous with cenotes everywhere (especially the one on the member's beach). Overall an amazing experience and I will defiantly come back again if given the opportunity.

First time in Riviera Maya, we get to stay at this awesome resort. Everyone here are so friendly and very polite. They have activities for the guests to enjoy for free! Clean rooms, nice beds and balcony has a nice view. We can see the beautiful sunset from the balcony from our room. Great food in all their restaurants. They have about 5 restaurants in the property. Our faVorite is the hacienda grill by the pool. There were Entertainments every single night for the guests to enjoy. Private beach and lagoon. Most of all you feel safe when staying in this property.

Hands down the best resort Ive been to in all of mexico. We fell in love with this place the first time we stayed.every year we cant wait to go back.The grounds are immaculate, the staff/service is over the top friendly. Everywhere there is to eat has amazing food. Theres loads of free activities to keep you busy if you want.. Its not a party hotel with tons of noise and college kids..Its far away from all that nonsense .I would describe it as being very family friendly, with a select few adult only areas.. (the bars and a pool) If youve never experienced snorkeling in a Cenote and down a slow moving river, its a great time for anyone of all ages..Tres Rios has 3 rivers to do this, on the property.. All very safe & supervised by staff. If you want beach front beds on the sand, they have plenty of those too. Theres just a great balance to this place. A peacefulness, never overcrowded feeling, quality food of all varieties , relaxing, never boring (if you dont want it to be) low key, beautiful, eco - friedly awesome place. For those who've read bad reviews about the seaweed problem on the beach; 2015 had massive amounts, yes.. 2016 had much less of a problem.. Current reports show very little seaweed coming ashore now. Expect some though . Somedays there is none, and other days maybe half the shore line will have some.

My husband, daughter and I stayed here once again and they never disappoint us here. The service is always great whether In the pools with drink service or during our meals with our amazing waiters I can't say enough good things about all the workers here they are eager to serve you and make your stay here the best. We always tip every single worker here and they are so grateful and will take care of you trust me! I truly dislike seeing so many people especially my fellow Americans being served so well and leaving no tip! Be mindful that the workers do not make much and that is very unfortunate but they truly make most of their income from tips so do not be cheap people! Have some empathy and put yourself in their shoes I'm sure you would like to be tipped well also. But anyway great food, service and overall entertainment and great vibes highly recommend it here.

If you're looking for a beautiful setting in a tropical rain forest, this is the place to go. The lush surroundings are in a natural environment which has been well protected, and the rooms are surprisingly authentic, well equipped and clean. The bed and pillows were very comfortable and that is important to us. The staff has treated us better than we ever expected, and we have made some good friends at the pool! We used the gym every morning and although it rained for a portion of our stay, this too was truly a incredible sight. As soon as the rain stopped all of the birds and animals came out and the sounds were incredible. I had a wonderful massage from Josephina at the spa which was a little pricy, but well worth it if you can get her. It was an amazing overall stay, and we highly recommend!!

I'm very surprised to see this resort has such poor rating We came on a family trip and absolutely fell in love with the resort . We loved everything about it. The food was delicious all you can eat and drink pretty much 24/7. They have the best little pastry store inside the hotel. My kids went several times a day for smoothies and treats. Th staff was simply amazing. definitely exceeded my expectations. The hospitality really made us feel welcomed. The pools WERE extremely clean and could not ask for more. I do have to agree that the Beach itself could use some cleaning. It has some dark looking fragments in it which is from the trees that grow in the water. Guessing this is pretty hard to control. The cenotes were amazingly breathtaking. Definitely the best part of of the resort. And to the person complaining about the taxi situation and security, there is a reason they don't allow for UBER. The staff made it very clear that when you need a taxi the concierge calls/ orders one for you. There are only certain taxis that are allowed on the property. So the best and safest thing you can do is to allow the staff to call one for you. The resort makes sure to check who comes and goes in taxis by asking the name and room number of the guest coming or going as well as the name and company of the taxi driver. I would and have recommended the resort to anyone traveling to the area. I would stay here again without hesitation.

Tres Rios is a beautiful location. Staff was so welcoming and polite. Came here for a girls trip and had lots of fun. We hung out at the pool, on the wonderful cabanas on the beach with wait staff, we sang karaoke, watched fellow guests play volleyball, and had two great work out sessions with Manny. The gym was perfect for our group of five and Manny customized a TRX workout for us. He set up an hour session and helped us with all of the TRX transitions, form, safety, and if we wanted increased difficulty then demonstrated modifications. He was a lot of fun. He was encouraging yet also not judgmental when we showed up the next day too hung over to do any serious work outs. Some of us wanted gentle yoga, but some of us wanted to sculpt their bods. Again, Manny was able to structure a work out that met our needs. We did gentle stretches, an eight step yoga flow, circuits, and stretches again. Manny's engaging attitude was enjoyable. He even took his services off the gym mat when he helped coordinate a volleyball game for one of our friends! He's great. A valuable asset of the Hacienda Tres Rios.

Stay somewhere else. Food is crappy and they leave you stranded at other hotels and don't assist in trying to get you back. Thanks Keren!

Don't Trust the salesmen. They lie!! I booked through RCI. I called and added the all inclusive for 7 people. I was told by the RCI salesman Guierrmo that I could cancel "at any time". We have a medical emergency that will not allow us to travel for at least 12 months, so I need to cancel. The all inclusive is not required. I just purchased it anyway knowing I could cancel. Guierrmo was really really rude when I called back. He informed me that I could not cancel this vacation. Do NOT give them your money!! You'll never get it back. This may be a nice resort but I will never trust them do to the way they handled this situation!!

Maybe I have been spoiled by other all inlcusives like Club Med (best I have ever tried), so many things at Hacienda didn't meet my expectations. Loved the fact there are different restaurants (FYI, only for dinner), but portions were tiny (felt like glutton ordering 5 dishes per meal) and service was terrible (most of the time). Waiting hours to get a glass of water, coffee or whatever you need. If you want to remove an ingredient, forget it, no one will care. Just go with a very very low expectation and you are fine. And order more than you think you will eat (it won't be enough). Those are my recs food-wise. Activities are fun and the activities staff has a great vibe. They are cheerful and super nice people. I tried the cenote kayak tour, senses tour, tequila tasting, wine tasting, cocktail class, sushi class and Yucatán flavors. Enjoyed them all! At the beach (Kakao), the morning staff was super helpful grouping our chairs (thumbs up for Israel), but can't say the same for the afternoon. It was 4pm and the guy refused to set us up (grandma and me injured) since the beach closed at 5pm! One last thing that kind of ruined my experience was booking my airport transfer with them (return). They had the date wrong and didn't solve it promptly. I had to tell them what to do and hopefully make it on time. All in, not terrible, but not great either. It was fun to go once, but would never even be close to considering buying a time share here (or coming back).

Comfortable beds, kids splash zone has heated water. I've been going to Playa Del Carmen and stayed at different resorts at least 6 times. They will not inform you of anything unless you ask when you check in. The resort itself is decent. Nothing amazing though. The staff seems very unhappy. They're definitely short in staff. Was never able to get a towel from the "Towel station" at the pool. The one day they did have someone working at the towel station, the staff member said they ran out. The pool had a bad smell. The beach area has a bad smell also. Only 1 out of the 3 poolside jacuzzis fully worked. Water slides were only opened 1 day out of the 5 days we were there. We had a bartender upset because we ordered many drinks (we were a family group of 12). Membership salesperson "Mario" is an arrogant overbearing salesman. My sister was offered a membership of the resort and was given a discount on her stay if she did a tour with them on the third day of our stay. While they were in the tour, my sister mentioned how she wasn't gonna get the membership since we were not happy with the service and the resort. So this individual told her "why are you wasting my time then?" and was so intimidating and pushy. The food is mediocre and pretty limited options. Out of all the restaurants, only the grill is decent. Food service takes anywhere from 1hr 30mins to 2 hrs to get to your room. Towels in our room we're only changed once out of the 3 times we requested they cleaned our room. Hotel was dirty and had a bad smell! Mosquitos and ants everywhere. Their beach is not like the pictures they promote. Not only lots of of sea weed everywhere on the beach but the smell is bad. Lots of mosquitos on their beach area. COVID tests are very limited and you're not warned or told when you first check in. When we checked out, we weren't even asked anything about our stay. Even though I did express myself to the agent during check out without him asking, all he said was "I'm sorry it wasn't what you expected". If you're looking for that special welcoming treatment and exceptional service. DO NOT STAY HERE! Overall this place is mediocre and it is not what they promote.

This in the third time we been in hacienda tres rios, and always have a wonderful time ,restaurants las islas jose ,adrian great service we can avoid they spoil us..glendi,Daniel from hacienda grill &pizzeria and gonzalo de alebrije awesome job ,portobello italian restaurant roberto Cruz god I hope does his name ..so happy and how they go out of there way to pleased us and feel comfortable ,we sure dint mids home at all thank you to all the wonderful people who spoil us and more important feel like home

This is one of the nicest places we've ever stayed ANYWHERE. The service is excellent, the food is excellent, the view is excellent. As far as the ugly beach review I just read, this resort is in a nature preserve at the mouth of A RIVER. It is a self-sustaining eco-lodge. Put a dome over it and it would be a biosphere. They farm their own food, incorporated solar panels, and water from de-salinization. By the way, that is not seaweed, it's from mangrove trees which root and create the beaches. Because it's in a nature preserve with it's own cenotes, you get the bonus of wildlife. Coatamundi's, beautiful birds and iguanas co-exist with the tourists. This is for people who want to renew their weary spirits, rest and heal. Oh, and it's super clean as well. Sometimes I wonder if these mean-spirited reviews are written by the competitors. We can't wait to go back.