全包皇家里維拉坎昆溫泉渡假村

Not what I expected at all!

My family stayed in a presidential suite that was treated like a normal room. To there was no cleaning service on some days, no turndown service. The bathroom door was broken, the lights in master suite would go out when my wife used the hair blower. The hot tub was extremely nasty with dead bugs and grime. Also there is broken glass that two of my kids cut their feet on while walking on the artificial grass. Room service took really long when asking for anything and never brung the order completely right. Also by having this suite I though my family had access to the entire resort. Which was not the case. So I had to purchase and upgrade bracelet which feels like a scam when you are staying in a presidential suite. These types of things should be communicated to guest that is paying more than other guests that do not have the same suite!

don, 8 晚家庭旅遊, 2021年04月02日

Hotels.com 真實旅客評語

STAY AT YOUR OWN RISK

We were quite disappointed with our trip. We paid for a double bed swim out room for 4 nights for our family of 4. We checked in and we were told that they didn't have any double rooms available and were told that they couldn't guarantee a room with a double bed even with us booking our vacation 4 weeks in advance. Apparently this happens a lot as there was another family at the front desk asking for a different room because they had the same issue. After a day and a half of our 4 night stay and 5 trips to the front desk, we finally got a room with two double beds. The last night of our stay, my daughter woke up with bites which we found out later were bed bug bites. We pulled the sheets off the bed and there were stains and droppings under our sheets. Our last night we spent there, we all slept in our clothes. This was one of the many disappointing fiascos. They advertise 12 restaurants but good luck getting to eat at any of them! You had to make reservations the day of and you have to wake up at 7 am to make your reservations for that day. If you waited to 9 am to make them, the restaurants were full for the day and you couldn't make it for the days ahead. We settled and ate mostly at the buffet which consisted of mediocre food and watered down drinks. Concierge desk didn't do much with COVID testing. You do it your own via QR code and waited days to hear back. For the money we spent, we could've had better experiences somewhere else. Good luck staying here.

4 晚家庭旅遊, 2021年03月27日

Hotels.com 真實旅客評語

Did not have my confirmation info and pd 325.00 tostay

Joy, 4 晚好友同遊, 2021年03月23日

Hotels.com 真實旅客評語

The worst customer service I have ever had in my life. We didn’t get the room we booked abd paid extra for . Check in took more than 5 hours . Room service delivers food 2 hours late, cold, and missing cutlery and half of the order. They prioritize their club members for dinner reservations. We can never find reservations even as early as 8 am. Mini bar is never restocked even water and coffee. I booked this trip for mom’s birthday and flew all the way from United Arab Emirates. I just wasted time and money on a horrible experience. I am very disappointed with the service

3 晚家庭旅遊, 2021年03月15日

Expedia 真實旅客評語

Gorgeous property with tons of pools and entertainment. Buffet was ok. I think new Covid rules slowed down the waiters because we were always done with our meal at the buffet before we got our coffee. It wasn't the waiters fault. They were always running around quickly. My suggestion is to make dinner reservations in advance because they are always full and we had to eat at the buffet each night.

3 晚家庭旅遊, 2021年03月15日

Expedia 真實旅客評語

I liked how convenient everything was. It wasn't a long walk to anything on the property. I'm not sure if its due to COVID or not, but service wasn't the best. Very slow in most places

5 晚家庭旅遊, 2021年03月14日

Expedia 真實旅客評語

The resort is rundown, room services took over an hour and food always came cold, the included restaurants did not have great tasting food except Grazie Italian restaurant and the buffet lacked choices with just very standard dishes. Check-in took too long as they recommend to go down to eat and then come back, but why? I want my reserved room ready from my long flight and travelers get tired. Lastly, all alcoholic drinks from every single bar we tried within the resort were basically watered down.

5 晚浪漫之旅, 2021年03月14日

Expedia 真實旅客評語

No complaints at all what so ever. My family and I had an awesome time and will be traveling soon

6 晚家庭旅遊, 2021年03月13日

Expedia 真實旅客評語

Me gusto la limpieza y no me gusto mucho en los bares piscinas la atencion fue regular

3 晚家庭旅遊, 2021年03月13日

Expedia 真實旅客評語

Catrina

It was GREAT! I'd watch out for the in room credit. The staff explains it as though you can use the credit on things such as the Spa but its only a coupon book that's given to you and the rest is out of pocket. I ended up spending 130 cash because I only received a $25 dollar of coupon and that was my room credit portion. Overall the experience was great and my kids had a great time

Catrina, 5 晚家庭旅遊, 2021年03月11日

Hotels.com 真實旅客評語