TripAdvisor Traveler Rating

Our waiter Marin at the steakhouse was excellent, he was very attentive - constantly filling up our drinks and also checked in the see if the food was okay. He was very friendly and interacted with our children which was very much appreciated

I'm currently staying at this hotel with my family of four, including our youngest who is just 2 months old and needs boiled water for formula. Despite requesting a kettle from reception twice and speaking with three members of the concierge team, including the manager, we were informed that the kettles (worth approximately $15) are reserved exclusively for "privileged" guests and cannot be provided for our room! Instead, we have arranged for a room service attendant to deliver hot water daily at 5pm, which we then transfer into a thermos (luckily, we brought one). However, this schedule is inconvenient as it requires us to be in our room at 5pm every day. The hotel is not family-friendly; outdoor dining areas are protected from birds by nets, but birds often manage to get in, causing a chaotic dining experience with scared children feeling like they're in an aviary. Additionally, despite having two strollers, we've been allocated a room on the top floor. When the elevator was out of order for 24 hours, reception misled us by claiming it would be fixed within an hour. This nearly caused us to miss our dinner reservations and forced us to carry our strollers with children up and down several flights of stairs, as the staff were too busy to assist. This experience is unacceptable, especially considering the lack of consideration shown for young children!

We absolutely love this resort and have stayed here twice already and we are planning a 3rd trip soon. I love the character of this resort and the size of the resort is perfect. The food is amazing and we never had a problem booking at 8am for the restaurants. The shows were very good and plenty of activities in the pool area daily.

We own a travel agency, and we travel to check resorts for places we would send clients and this one will NEVER be recommended, This resort was quite possibly the worst resort we have ever been to. To help explain that comment we have been to 34 resorts in Mexico, Dominican Republic, Jamaica, Bahamas, Panama and Aruba in the last 7 years. We have never had experiences like we did at Catalonia and frankly we will never return nor ever send a client here. First let's start with the customer service, no matter who you are you spent hard earned money to enjoy your vacation, try getting a question answered from their customer experience team, I sent them an email while at the resort over a week and a half ago, still haven't replied. Dinner reservations are all done same day through an app, all good unless you have more than 2 people or more than 1 room, YOU CAN'T MAKE GROUP RESERVATIONS FOR DINNER!!! You have to go up to the lobby and get them to do it for you, of course you are assuming there will be someone at the desk to assist you, not likely will that happen so plan on eating the buffet as reservations open at 8am and all restaurants will be booked in about 15 minutes. Bars oh this is another issue, had 1 bar at the pool next door, the bar at the Riviera Maya pool was closed and only had a bar for privileged members. Depending on the color of your wrist band they might even help you at the bar unless a privileged member walks up and they look past you and help them, yes, I saw this happen on many occasions. Now let's talk about the beach or lack thereof. The one beach they had was about 150 feet long and for the first 4 days we were there nobody cleaned the seaweed from the beach!! Housekeeping was about the same, they might come clean your room, they might not so plan on calling the desk yet again. Now there were some good points, the food was good at the ala carte restaurants, not so much at the buffet. The area surrounding the resort was very nice, the complex is within a small community of condos and private homes where they had shops, eateries, golf courses and a dolphin experience so you could immerse yourself in the area.

Holiday started really poorly with the airport having extremely long queues which after a 10 hour flight is not good to then have all our bags checked making it even longer overall nearly 4 hours in the airport and then a 90 minute transfer hotel itself was lovely but a lot of messing about due to not getting adjoining rooms which was requested before arrival food and drinks were fabulous and pool areas were great never struggled for beds entertainment was really poor for us all in Spanish never anything in English so was very boring for us the lobby bar was ok very busy but was seen to fast enough everything stops around 10 pm bar 11pm have a disco in Yucatán side but we never went 11pm-2 am definitely wouldn't return here due to the airport problems being the main reason just to much hassle