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Reviewed September 27, 2012

My husband and I stayed in the resort for 7 days. We love Cancun and this was our third vacation there. We always go this time of year because our wedding anniversary is in Sept. My husband arranged this trip (I usually do) and we were extremely excited to go. The property itself is beautiful. The grounds are very well maintained and the housekeeping staff are great in keeping the resort clean and the rooms as well. The grounds workers are great as well. The spa staff are also very pleasant and we both got excellent body messages. Now here comes was so negative about this resort:

The liquor is very watered down. Any drink you order comes to you with practically no liquor in it. The pool bar is a little gazebo type structure and they are always running out of ingredients to prepare drinks. Then you have wasps flying all over the sweet ingredients and nothing is covered to prevent this. The food is terrible in ALL the restaurants on the resort. It got to the point that we dreaded even going to the buffet restaurant because nothing was appetizing. The station that prepared eggs and omelets had all the ingredients not covered and you had guests sneezing, coughing and talking on top of the ingredient station. Pastries were tasteless and were repeated on a daily basis. The Paris Pastry Cafe was given the same pastries that were served at the buffet restaurant. The only restaurant that was some what passable was the Italian. We had dinner there twice because we were so disappoint in all the others. We had arrived on a Monday and by Thursday my husband got so sick on the food. Now lets go to the beach. What beach? There is none. You have a man made beach and it's a sorry one at that. Water was so dirty that we basically stayed by the pool. We sat through a sales pitch (which was suppose to be for 90 minutes and last over 2 hours) for a condo that they have the nerve to want to sell for $300,000. Come on are you serious. No beach, awful food and the entertainment was none existent. The couple of shows we saw were not worth going to. We wound up renting movies and going to our room. The sports bar had no snacks and the one time my husband and I went to play a little pool there was no AC. Overall we would not be recommending this resort. We won't be back. Very disappointing...

Date of stay: September 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Elia V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this reviewResponded November 20, 2012

Dear Guest:

Thank you for your comments. We are glad to read you enjoyed the property and lived a Ya’ax Che Spa experience.
We also appreciate your feedback because guests' satisfaction is really important to us in order to review standards and procedures.
We will reinforce the training in order to continue providing the excellent service we have become known for.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 26, 2012 via mobile

Pro: If you're not looking for a big resort, but the feeling of exclusivity, this resort is for you. The rooms are VERY well kept and the grounds are VERY clean and spacious. We actually ended up buying a timeshare here.

Con: The food. The only good dishes were the fish and occasionally the chicken. All the other meats were dry and bland, like the rest of the food. Less than appetizing when the top layer of your food is hard. I was also incredibly dissappointed by the Mexican Fiesta nighy. How can tounmess up Mexican food IN MEXICO? Blows my mind. For $100 a day for all inclusive, I expect better quality.

Pro: On the other hand, the restaurants are very quaint. Great atmosphere in each of the 3 a la carte restaurants. Very attentive servers in each of the restaurants. We never had to wait for a table, but then again we were there in off season, so during busy times beware. Make reservations.

Pro: Spa and gym were wonderful! Top class equipment in the gym and all new.

Date of stay: September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2  Thank MarriedInMexico11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this reviewResponded November 5, 2012

Dear Guest:

Thank you for sharing your experience at Hacienda Tres Rios. We are glad to read you had a great time and now are a Hacienda Tres Rios member.

We regret hearing our petit gourmet menu did not live up to your expectations. All of your comments have been taken into consideration and have been shared with our executive chef. We will be looking forward to having you back as a guest of Hacienda Tres Rios so we can provide you with another memorable vacation experience.

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Reviewed September 26, 2012

Hello. As always we try to write a fair and balanced review based solely on my experiences at any hotel I stay at. We will give you a 'play by play' of what we did and encountered at the hotel. Here is our review of Hacienda Tres Rios (to be referred to as HTR from here on out). We are a member of the Sunset Timeshare group where our membership was with a resort in the group in Cancun.

My wife and I traveled to HTR for our anniversary from September 15 through the 22nd. When we arrived at HTR we were greeted warmly by the bell hop who immediately helped us out of our shuttle, grabbed our luggage, and showed us to the front desk. The woman who helped us at the front desk was warm, friendly and always had a smile on her face. However, at check in there was a bit of confusion with our all inclusive bracelet colors. Since HTR is affiliated with the Sunset group but was not our home hotel we needed a pink wrist band instead of orange which is the color of HTR members. I am not sure exactly what this effects but by having pink instead of Orange we did not get to use the normal hotel concierge, we had to use another concierge at another desk. We were informed that since we had requested a jacuzzi room that there are only 2 full size beds available in these rooms. Which is really inconvenient when you want to sleep with your significant other in the same bed. But we agreed and we were given our room key.

After we got all of that sorted out we met with our concierge, Leonardo (or LEO as he was called). This was the LONGEST part of our checkin. He spent alot of time going over all the resturants, the map of the grounds, and trying to get to know us. However, after being on a plane all day, we just wanted to get to our room and get settled in and get rested. The concierge also explained about the Mexico Independence Day Fiesta that was happening that night (we come each year at this time so we knew). And, of course, he wanted to set up a timeshare tour. We reluctantly agreed after he explained that we were only able to stay there because we used a coporate week on our timeshare and would not be eligable to come back on our current timeshare plan, plus we got many free things from this.

After our talk with the concierge we were then shown to our room which was not a far walk from the lobby. When we entered our room it was hot as sin (at least 85 degrees farenheit) or at least as hot and humid as it was outside.

The first impression of our room was that it was nice, clean and tiddy. The mini bar was minimally stocked with coke, coke light, sprite, corona and corona light, one can of each respectively. There are no snacks included with the mini bar. The first thing the bell hop did was turn on the Air Conditioning and show us how to use it. Believe it or not that was a good thing as it was a very complicated thermostat as far as a hotel should have for its guests. He then turned on the AC and set the display to Farenheit so that we could easier understand the temperature (+2 for the bell hops here!). The room took over 4 hours to cool down to 75 degrees, which was hot for us. I then set the code on the in room safe and we unpacked. Our view was amazing with a view of the adult pool and middle pool and the ocean.

The bathroom in the room was descent, not luxurious by any means. The vanity area had only one sink, which was inconvenient when 2 people are trying to get ready. The toilet is in it's own room and vents into the room (not a great idea). The shower was tiled and the shower heads looked very nice but you can tell that they were older, very used, with lots of build up and sprayed randomly and HARD (more on this later). The towels you could tell had many, many washings and were not soft and fluffy and there was only conditioning shampoo instead of seperate bottles.

The bed in the room was VERY soft and OLD or at least well used (both of them). They had no sidewall support when you lay on the edge of the bed you felt like you would roll onto the floor and the middle of the bed was stiff as a board even with the foam pad mattress topper.

The ammenities in the room were nice with a flat screen TV that got many english channels, a nice glass table with 2 chairs for eating, a couch with coffee table, a nice dresser with many drawers, a 'wet' bar above the mini bar and a nice closet set up. There was even the coffee maker with coffee packets and cups and saucers for when you wanted a cup of coffee. We did not see any tea in the room if you wanted tea.

We then headed down to the hotel fiesta for Mexico's independence day! This was a great activity / party with LOTS of food and drinks (of course included in the all inclusive plan) and we ate ALOT! There was a mariachi band and many people having a good time. This was not the biggest fiesta we have been to for this holiday at any hotel but it was a fun time! We then proceded back up to our room to try and get a good nights sleep.

Back in our room, which was still 75 degrees and hot for sleeping. We are cold sleepers. We slid into one of the small beds (remember our room had 2 full size beds, NOT QUEEN size). The sheets were really rough and like sandpaper, they do not let you breathe. I opted to sleep with no covers at all since the room was hot anyways. Neither of us could get comfortable so we opted to sleep in seperate beds (how romantic) and we both tossed and turned all night not getting much sleep.

We woke up the next morning and got ready to go to the pool one after the other. We couldn't get ready at the same time due to their only being one sink and somewhat limited space in the bath vanity area. We were very happy to see almost noone at the upper pools and no 'chair saving games' being played!

We decided to eat breakfast at the grill not knowing they have a LIMITED menu for breakfast consisting of a vegi omlete, regular omlete, or a ham and chese omlete on request. Every time after this we ate breakfast at the buffet, which has some great food and a vast variety of different foods.

The pools are very nice and mostly clean besides for the palm tree 'dirt' that comes off the palms when it is windy. The upper pools are quite warm as it the area around them to sit as the wind does not blow there from the ocean much due to the mangroves and other vegitation that blocks it. There is no ocean view from these two pools. The service at the upper pools is impecable with only 1 waiter covering both of them (make sure to tip). We lounged at these 2 pools for the first 4 or our 6 days here, mainly due to the great service. There is music at the upper pools but is quiet and very mellow. We ended up bringing a small iHome speaker and hooked it to our iPOD for some quiet music that we liked (highly reccomend). More to come on the lower ocean view pool later.

We went back to our room which was still at 75 degrees and called the front desk to request a room change. They were happy to oblige since they had alot of rooms open since people were leaving after the indepence day celebration. We were moved to a room in building 1. A much nicer building and the bell boy litterally RAN our bags to our new room (+3 bell Hops!)!

Our new room looked just like our old one with a king size bed replacing the two full size beds. The shower worked alot better, and the AC blew the room cold down to ~72.5 degrees in this room. However, the shower head, though it worked better could still use some work and was really painful on the sunburn I had acquired that day. The mattress was much more comforable in this room though the sheets were still the harsh, starchy nature as in the other room. This was not great for a sunburn either.

We had dinner that night at the Japanese resturant, which I would highly recommend, and ate sushi rolls and a variety of other Japanese faire.

The next day we met with the concierge and our timeshare salesman who was extremely friendly and very good at his job since we upgraded our membership to tier 1 and got many extra weeks and ammenities thrown in due to good negotiation. More to come on this and our hotel experience to come.

The next night (monday) we ate at the grill and had a free steak and lobster dinner thanks to our concierge and timeshare rep for our anniversary! The lobster (small, as told to us by our waiter) and steak were absolutely fabulous and cooked to order! The tequilla shots of Don Julio were not that bad either. We then proceded to the show put on by the hotel. The show was great with excellent dancers. After the show we then got 'lost' in the hotel and ended up between the kitchens of the mexican resturant and the buffet. We were found by a member of the staff who offered us a tour of the mexican resturant prep kitchen. We happily obliged and worked our way back through the mexican resturant. The mexican resturant has an excellent tequila bar in it and we took a couple more shots each of Don Julio. :) We then proceded back to our room. And had a good nights sleep.

The next day / evening we headed into Playa Del Carmen for some shopping. I would highly reccomend going in the late afternoon to evening as to avoid the hot weather. The prices are average here compared to the rest of mexico but lower than Cancun. We went down 5th street which is the main shopping street and would not reccomend leaving it as the neighborhoods you go through to get there look a little rough. This is a huge shopping area so I would reccomend not buying right away unless you fall in love with something. We ate dinner in town this night at one of the many resturants and sat outside. We had some delicious, yet expensive, fajitas! We then headed back for the Mayan show at the hotel which is similar to what we have experienced at other hotels with similar shows.

Wednesday was a day like anyother at HTR. More pool lounging and heat at the upper pools. However, that night we set up a free chefs table dinner. The meal was a 7 course meal that was prepared just for the 2 of us. We met the chef, Israel, and the head waiter to served us. They were both really nice and congenial, though Israel did not speak much english so he translated through the waiter, I am so sorry I do not recall his name as he was really good! The courses were excellent consisting of fish, lobster, shrimp, beef and lamb. The dessert was an excellent banana cappucino. I really want the recipe to this one!

Thursday we ventured down to the lower 'activity' pool which is deeper and colder than the upper 2 pools and you get a breeze from the ocean all the time which keeps you cool. The waiter service down here however, is WAY below par. You will typically see your waiter mayb 2-3 times durring the day and tipping does not matter according to our experience on the first day. So in other words if you want drinks be prepared to wait on them. If you order food be prepared to take your plate to the waiter to prevent the wildlife from eating any remains. Also, you need to follow up with the waiter if you order food to ensure your order was placed by him. We once waited an hour for a pizza that was never to come becuase our order was forgotten, or he gave it to someone else. As far as pool activites there is a schedule sign posted but you may never see the water activities staff except for when they bring the loud speaker down to the pool to play music through. This was dissappointing since I love pool activites and the amount of water activities is extremely limited. I usually saw them around 9 am to 10am then not after that for the rest of the day. :(

Thursday night we ate at the mexican resturant. The mexican resturant is decorated nicely and has a great mexico flair to it. We were shown our table when we arrived and were given menus and asked what we wanted to drink. Drinks came quickly but the waiter seemed to really take his time in asking what we wanted to eat from the menu. Once we ordered service, for us, seemed to slow almost ot a grinding hault. It took almost 40 minutes to get our food and second round of drinks. There was a great mariachi band that started playing and went to every table for music requests that spoke or looked like they could speak spanish..... They overlooked our table. The food was good though it was a little more exotic than you would expect to see at a mexican resturant (think pheasant filled raviolli). The food was good but not a lot of quantity there. However, we were surprised when we returned to our room that our sheets had been changed out for much, much softer sheets! We are not sure if this was due to our upgrading the timeshare package and becoming HTR members or not, but it was very welcome.

Friday was our last night at the hotel and we spent the day at the activities pool since we liked the weather and deeper water there. The same waiter service and lack of pool activities followed that day.

Friday night we decided to eat at the Italian resturant. It is easy to find once you know where it is located outside the front entrance to the left. Walking up to the resturant it looks like a chappel / converted church where weddings could be held. We walked though the big, wooden front door (well I stumbled through as the door that opens is in the middle of the front door) and were greeted by our hostess who asked us to pick a table and we did. The food was excellent and so was the wine and other drinks. We really enjoyed eating there.

Overall, this was a good experience, but I would not say that I was fullfilled, it left me wanting more from this class of resort. Though this hotel claims to be a '3 diamond' resort, with my higher end hotel experience, I would put it at about 4 stars. There is much to be improved. I would really like to speak with the hotel manager about this but I did not get around to it on this trip.

Room tip: The rooms in building 1 are better than building 4. Eat at the Italian resturant.
Date of stay: September 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank goodngone78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this reviewResponded November 5, 2012

Dear Guest:

Thank you for taking the time to share your experience at Hacienda Tres Rios. We are glad to read you are already a member of Club Sunset and had time to enjoy what Hacienda Tres Rios has to offer, we do hope you are able to come back soon so you can have another unforgettable vacation experience.

We have taken all of your comments into consideration since the satisfaction of our guests if of the upmost importance to us. Once again thank you for your full review and can’t wait to have you back at your home away from home Hacienda Tres Rios.

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Reviewed September 19, 2012

Although it has been awarded as a "green resort", it was jost slighlty more ecofriendly than the other resorts on the region, but honestly, nothing to be proud of. The food was good enough, the drinks at the restaurants were also OK, but the drinks at the beach and pool area were awuful. The concierge service for members seemed to be a great help on the first day but it turned out to have a lot of failures such as wrong times and prices, we were always asked for a cupon when using any of the services booked by the concierge, but the concierge never gave us any cupon. I don't think the special offers and services for members only are worth the membership value, since you still have to pay the all inclusive package. If you do not have the all incluse, the prices are too high (especially on food) for very small plates.

Date of stay: September 2012
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank AlexWalls
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this reviewResponded November 5, 2012

Dear Guest:

Thank you for sharing your experience and for highlighting our eco-friendly concept.
We regret hearing we failed to meet your expectations.
We have taken all of your comments into consideration since they are of the upmost importance to us in order to keep our quality standards and provide the quality service we have become known for.

We hope you will give us the opportunity to have you as a guest in the near future so that we can provide you with a truly memorable vacation experience.

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Reviewed September 16, 2012

As you can see by the other posts, this is an excellent and comfortable place to stay. Yes, the beach is not as great as south of Playa del Carmen or in Cancun but you have to understand that this is an eco park and since the cenotes feed into the ocean in this area, the sea grass and other beach areas are to remain undisturbed.

A short walk north or south of the resort and you can find some wonderful swim areas for snorkeling. If you have the opportunity to enjoy La Bonita scuba, fishing or sailing group, I highly recommend them. Very friendly but not part of this resort so there is an extra fee for their service.

The resort is plush, the food is excellent, the service is extremely friendly and the rooms are spacious and very comfortable.

I recommend against attending any of the "tours." As members of the Sunset Group, we were offered a tour to update us on this resort since we had never stayed here. We were promised an enjoyable overview of the resort and the amenities. After the first pleasant 90 minutes of breakfast and tour around the facility and the area, it became another sales presentation. After 4 hours, I finally had to get rude and tell them NO so we could get back to our vacation.

Go for the fun and exotic location and avoid any sales presentations. You will have a great time.

Date of stay: September 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank PatC007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Hacienda Tres Rios, responded to this reviewResponded November 5, 2012

Dear Guest:

Thank your for taking the time to write about your experience at Hacienda Tres Ríos.
We are glad to read you were able to enjoy what Tres Rios Nature Park has to offer.
We invite you to come back and live a truly pre-hispanic custom and the relaxation that surrounds it at our Temazcal, recently re-opened.

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