TripAdvisor Traveler Rating

We stayed at the hotel for 2 weeks with my husband and our best friends, and we had a fabulous time. From the comfort of the rooms to the entertainment, everything exceeded our expectations. The service from all the staff was exceptional, including the bar team, restaurant staff, housekeeping, and reception. Everyone was friendly, professional, and always willing to help, which made our stay even more enjoyable. The hotel was spotless, welcoming, and had a great atmosphere throughout. Overall, it was a perfect holiday and we honestly have no complaints. A well-deserved 10 out of 10 – we would highly recommend this hotel and would love to return in the future. ?????

Overall ok time but first the bad. First day ac wasn’t working. Each visit by repairman took an hour we had to be present. Finally gave up by next day and moved rooms. Despite it being THEIR problem, we had to pack up, checkout by 12 and then recheck in again at 3pm. Should have just allowed us to move directly to another room. Door Deadbolt also didn’t work but English to Spanish communications were problematic. Took photo of door to demonstrate issue. Got fixed 2nd day. Room safe wasn’t working, different repair man fixed it, but next day another guy who was supposed to fix the door, instead thought he was there for the already fixed safe. Ala carts, hit and miss. Wife was at buffet and l wanted a burger but none at buffet, so l go to steakhouse to get burger but they say you can’t leave there to eat with spouse at buffet. Tried Mexican ala carts one day. Spouse ordered 2 appetizers and l ordered ap and main. Both her apps delivered w my app, after an hour of waiting for main we asked and were told it was “coming”…just gave up and went to the buffet downstairs. Tried steakhouse ala cart. Service fast and food good but not allowed to order multiple steaks. Kayaking. There is a small sheltered lagoon where they do it. Dive shop said red flags up, can’t do with them, but you can with the animation staff. So we did at 10 AM. Went to go again another day and rep said it’s at 10 AM but the red flags up so we can’t do it even with the animation. Very frustrating having to flip-flop miscommunication inconsistent rules. We cruise frequently and realize that for at least this location, with all the restrictions and service issues we are better off sticking to cruising

This was our 14th trip to Catalonia Riviera Maya. It was outstanding as usual. Yes there was sargassum but having been in May many times we knew what to expect. The grounds are immaculate and lovingly cared for by the groundskeepers. All the staff are amazing and contradictory from some reviews they are the friendliest and most helpful people you would ever want to meet. We enjoyed most of the Ala carte restaurants with the Italian. Mexican, Steakhouse and Bloved our favourites. The sea was not accessible due to sargassum but there was a crew of men and one lady that came every day and worked tirelessly to try to get ahead of it. Unfortunately Mother Nature did not cooperate and it was a losing battle. The pools were clean and well maintained each day. We were in a privilege suite which was cleaned perfectly every day. We appreciated the air conditioner, a well stocked fridge and a clean immaculate room when we returned after a day in the sun. It may not be for everyone but I can say without a doubt that it is and will always be our “home away from home”. We have booked for our 15th stay in October and are counting the days.

I’m writing this review while still at the resort, with two days left in my stay, and unfortunately, it’s been the worst experience I’ve had at any resort in Mexico. The location is poor, especially at this time of year, you can’t get to the beach, and the smell is stinky, and most nearby resorts don’t have this issue. What’s worse is the staff’s attitude—many have been outright disrespectful and seem to lack basic hospitality training, and don’t have the basic human rights. We were asked to join the Excessive Travelers program, but after the terrible service, we’ve decided against it. Communication has been a major issue; the night manager doesn’t speak English, and the translator was rude, ignoring me completely and speaking only to my husband. We tried to take dessert to our room to enjoy it later. and were told to use the bathroom roll napkins to carry it. We reserved a table at the Italian restaurant to celebrate our wedding, but still waited 45 minutes. When I asked for a window table, I was told to wait another 15 minutes, even though the table stayed empty during our entire dinner. While when we were late for 30m to the Asian restaurant, we were told that we missed our reservation because we were late?! It’s extremely disappointing to be treated this way, especially on our honeymoon. While a few staff members were nice, the overall disrespect has ruined our special occasion, and we definitely won’t be returning. Plus, they don’t clean the room every day, and they give silly excuses?!! Why would they wait until we get back to the room to clean it?! Until after 6PM ?! Note:- we stayed at the Privileged Romance, meaning we paid extra for everything!!!

The hotel was lovely. All the staff were friendly and helpful. Food was good. Lots of alcohol alternative drinks too. Room was lovely too.