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“Beware of deposit”
Review of Hacienda Tres Rios

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Hacienda Tres Rios
Ranked #61 of 214 Hotels in Playa del Carmen
Certificate of Excellence
Plymouth, Minnesota
Level Contributor
89 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
“Beware of deposit”
Reviewed 9 March 2012

We were persuaded to book their timeshare presentation special before I did my usual tripadvisor perusal of the reviews. Needless to say we were quite concerned after reading other travelers reviews and decided to change our destination. I called 3 weeks from our travel date and requested a refund or even a partial refund and was told that was not possible. To their credit they said we could rebook any time between now and the end of the year - but after reading the overwhelming number of negative reviews we just won't risk our vacation time by going there. All inclusives are always a risk - but this one seems particularly worth avoinding.

Stayed March 2012, travelled as a couple
Helpful?
7 Thank tdwallst
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 review, 4 April 2012
Dear future Guest:

Thank you for taking the time to write your review.
We regret hearing about the inconveniences you have had thus far while reserving your vacation.
We do have a wide variety of packages available and some are subsidized in exchange for your participation in our residence club promotions. Guests travelling through these promotions have been known to provide us with positive feedback regarding their experience. We ask that you consider using your vacation at our resort so that you may experience it for yourself, furthermore please contact our direct customer services department for a resolution about your vacation package.
Once again we thank you for your review and advise you to travel during 2012 to enjoy our specially designed activities program.
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5,132 reviews from our community

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Rating summary
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  • Sleep Quality
  • Rooms
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  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (998)
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English first
Montreal, Canada
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 8 March 2012

We stayed here the first week of January. The resort was very quiet and not at full capacity.

Our room was a huge two bedroom with three full bathrooms. More than ample room for 6 people. The only complaint is that there is no fan in the bathroom. And there were small bugs that came out of our coffee machine.

Housekeeping was top notch. Our rooms were cleaned by 11 am each day and turndown service was offered in the evening.

The grounds were impeccable. We had no issues with pool towels.

Servers were always working hard. Our favorite server was Jose. Look for him, he will make your vacation stress free. He knew our drink and menu orders after the first day.

Th Kids club activities were so-so. My kids enjoyed the arts and crafts, but other times they just stayed indoors watching tv or playing. Check the activities, You can drop your kids off and pick them for the activities that interest them.

There is a free shuttle to the sister resort and PDC. You need to register. Seats fill up fast and the shuttle bus is not at par with the resort, do be prepared to squeeze in.

Food at the sister resort was surprisingly good. At the resort, the buffet food was lukewarm most if the time. Our servers informed us that we could order anything we wanted, so they prepared fresh pasta for our kids (which was warm). The pizzeria on site was acceptable as well. There are several restaurants at the resort, but they are not well advertised and have various opening hours. We had no problems with drinks at the resort and they have premium liquor available.

We had no problems with time share harrasment. They ask you at check in and we declined and they left us alone.

If you are checking in through RCI on an exchange, your vacation may include benefits. Ours included a lobster dinner, spa credit and Island tour. Bring the email print out and have several copies. When you try to book these activities they always ask for proof. After which you have no issues.

Also we noticed different guest with different color bands. But servers treated all the guest equally.

We enjoyed our stay here and only wished the food was served hot at all times.

  • Stayed January 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank aloricat
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 review, 13 March 2012
Dear Guest,

We appreciate the time you took to share your experiences about your stay at Hacienda Tres Rios. Guest´s comments are really important to help us keep and improve our quality standars.

We would like to take this opportunity to invite you to Hacienda Tres Rios on March 31st, at 8.30 pm on the Earth Hour “Uniting people to protect the Planet”.

Sincerely,
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New Orleans, Louisiana
Level Contributor
51 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 7 March 2012

There were so many things that we could have gone away from the resort to do, but after arriving all we wanted to do was stay at the resort. Surrounded by beautiful jungle with an amazing nature trail, kayaks and canoes to use as desired to perouse the many cenotes, a private beach area with amazing scenery, gorgeous water, tons of dining options with excellent choices (particularly liked the outdoor pizza kitchen, the Hacienda Grill and room service breakfast), spacious and elegant rooms with great showers, expert concierge staff (in fact all the staff was so friendly), great evening entertainment, etc, etc, etc. Oh and the sense adventure was really cool, unlike anything else. I would highly recommend this resort for anyone including families, couples or just a gettaway for friends.

  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
3 Thank SpunkyJ
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 review, 13 March 2012
Dear Guest,

Thank you for your comments and feedback about your stay at Hacienda Tres Rios.
We would like to invite you to come back this year and live a once in a life time experience with the 2012 “Mayan Renewal Year”. During 2012, we have designed a special activities program, starting with a Welcome Mayan Drink upon arrival; followed by different Mayan activities which have been designed for all ages as conferences, cooking lessons, exhibitions, shows, cinema, mask painting, among others
Once again, we appreciate your comments and hope to have another opportunity to offer you a memorable vacation experience.
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Washington DC, District of Columbia
Level Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 7 March 2012

If you are looking for a place to relax and renew, Tres Rios in a lovely all inclusive resort. The property is a Eco park with plenty to do, such as snorkeling, swimming, sailing, biking, or just plain hanging out on the beach .....which is lined with beds that make it a delight to hang out and spend the afternoon reading and napping.
The food is good and there is plenty of variety among their different restaurants so if you spend a week you don't feel as if you are eating the same food every day.
the staff is friendly and very helpful.
There is a lovely spa that they plan to expand. If ou awning more adventure there are to us to Tulum and Xelcha to see the Mayan ruins, or to have a spectacular snorkeling experience.

Room Tip: Be sure to ask for a room with an ocean view. In theory they all have ocean views but some of the o...
See more room tips
  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Karen1113
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 review, 4 April 2012
Dear Guest:

Thank you for your lovely comments, we are happy to hear you had the chance to explore Tres Ríos Nature park, we are proud to boast the beauty, nature and culture that the nature park offers.

We hope to have you as a guest in the near future.
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Regina, Canada
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 4 March 2012

My husband and I just finished a two week vacation at Hacienda Tres Rios. It was amazing. The food was fabulous, the service incredible there was nothing that the fabulous staff would not get for you. For example my husband likes oatmeal for breakfast which they always had however one morning they didn't, he just casually mentioned that there was no oatmeal and within minutes he had a bowl at our table made especially for him. We were truly treated like king and queen. The staff were great, right from our very cute bellboy ;) Jaime, our concierge Luis, our sweet breakfast waitor Jose and waiters out at the grill Jaime, Justino, Victor and Miguel. And the wonderful hostess Valeria and Capitan Ulises. Hats off to all of you. See you all again soon.

  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Pat M
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 review, 13 March 2012
Dear Guest,

We appreciate the time you took to evaluate our services and facilities during your stay.
We thank you for your positive comments, which we have shared with our staff.

We would also like to take this opportunity to invite you to join Hacienda Tres Rios on March 31st at 8.30 pm on the Earth Hour 2012 “Uniting people to protect the Planet”.

We are looking forward to have you come back and for you to consider Hacienda Tres Rios your home.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hacienda Tres Rios

Property: Hacienda Tres Rios
Address: Carretera Cancun-Tulum, Km. 54, Playa del Carmen 77760, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#33 Top resorts Hotel in Playa del Carmen
#38 Family Hotel in Playa del Carmen
#41 Luxury Hotel in Playa del Carmen
#42 Spa Hotel in Playa del Carmen
#45 On the Beach Hotel in Playa del Carmen
#48 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): €€€
Hotel Class:4.5 star — Hacienda Tres Rios 4.5*
Number of rooms: 273
Official Description (provided by the hotel):
Enjoy and relax in a sustainable tourism luxury development in the Mexican Caribbean, our Spa & Nature Park make it the perfect spot for relaxing while your younger and more adventurous companions explore the beauty of the Riviera Maya within a safe environment such as this award-winning eco-luxury hotel integrated within Tres Ríos Nature Park. Be part of a paradise designed to restore and preserve the natural landscape without sacrificing the comforts and amenities of a five star all-inclusive hotel. ... more   less 
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Also Known As:
Hacienda Tres Rios Hotel Playa Del Carmen
Hacienda Tres Rios Riviera Maya, Mexico - Playa Del Carmen

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