TripAdvisor Traveler Rating

We traveled here with a group of 6. Overall the staff was very nice and helpful which was the best part of the resort. The resort was very clean and the staff worked hard to keep it that way. We did the Prive package and were able to reserve pool chairs everyday for our whole group and have dinner reservations made daily for our whole group. The entertainment team was always trying to include the whole activity pool which I thought was great. And they truly had big group activities and entertainment. This is not a resort to come to if you want to see the beach without being on the beach. The majority of the rooms have jungle view or pool view. You cannot see the beach from the pools and have to walk down the boardwalk to access the beach. The beach is nice and the water was still beautiful even a week after a hurricane. The jungle naturally blocked any ocean breeze making it more hot and humid all day and night. We stayed in one of the Diamond Suites above the quiet pool. The room was well maintained. The AC could not keep up with the heat or humidity. They offered a restaurant for breakfast Ala Carte that i would recommend over the buffet. The best dinner taste/presentation/timing we had was at the French Restaurant. Evening entertainment is mostly outdoors. The resort does have some bug spray in the main areas but i highly recommend you bring some. Our favorite show was the Magician. This is also a resort where you will walk A LOT especially if your building is at the edge of the property. they do offer shuttle everywhere but i would call for a ride 15-20 minutes before you want to be anywhere.

My 5th visit to this beautiful resort and by far the best! We loved everything from the grounds, to the delicious food, the entertainment, and the fun vibes. The staff and service are out of this world! Dora was a delight to speak with and she made sure we were enjoying our visit. We loved our bartender Diego at the “Earth” bar. He always had the biggest smile and although very busy, he always took care of our needs. We enjoyed having Alexis as our server at breakfast and lunch at Mar y Tierra. All of the staff were truly so friendly and made us feel so welcome. It’s always easy to make new friends and create lasting memories! We cannot wait to book our next visit, it’s always sad to leave. Thank you Valentin for another wonderful stay!

We were at the Imperial Riviera Maya, from June 27th to July 4th. I traveled with my husband and our two boys. First of all, I would like to mention that we had a great vacation, the hotel is huge, gorgeous, and well maintained, however one thing to improve is the light through the walking path, at night is really dark. I will start my review with the things to improve: There is no night buffet, 5 out of 6 thematic restaurants have a dress code, this was an issue for us, as going from Canada to Mexico, the boys just packed one or two chemises. We couldn't book the Japanese diner, the time for booking is not flexible. There were a lot of mosquitoes everywhere, this is the first time that we found mosquitoes in Mexico. Now the good features: Food was delicious, plenty of options. The pool is huge. Rooms are cleaned and spacious. The hotel is very safe. The beach is amazing, has been the best beach in the last 3 vacation in Mexico. Additional, the bar tenders: Miriam, Amado & Alejandro were special with us. Also at the beach, we had a interesting conversation with Johanna and Daniel from the entertaining team We look forward to go back.

Best treatment I’ve had in a resort, good quality food, good drinks good vibes very respectful staff and team members Dora,Amalia,Jose Alfonso,Gabriel ,Marcos, Jesus y Willian they deserve the world and more literally went out their way to make our trip the best experience we had

Pro's: The resort is great with everything being grown up around it. The rooms are very nice. The pool is pry the best resort pool we have ever been to. The service around the pool and at the beach are great. Cons: We love the beach being from the north. The beach seaweed cleanup is poor, I believe due to the equipment being very old to the point their tractor is 1/2 rusted apart. A lot of the seaweed is just covered up by the sand because the machine wont pick it up. The seaweed that is collected is just taken down the beach and dumped at the waters edge. Along with all the trash that was collected as well. The restaurants are hit and miss. We enjoyed the Mar, la Hacienda, and l'Olovio. The french was not good. My fillet mignon at the french tasted like a roast. There is also no buffet for dinner. Beware of the gift shop. We got a magnet for 90 pesos, which should have been $5, but were charged almost $11 due to their own exchange rate. I tried to upgrade my room for the 2nd half of my stay, to a swim out room for 6 nights. I was told that while it was available, the manager said no. I also talked to a couple who said they were paying about $350 a night for an upgraded golden room, which was $100 less per night than I was paying for a basic room. The worst part was after the storm came though. the main beach had about 10 palapa's blown over. The hotel shut the beach down for 4 days to fix them. I heard form a couple that went just off property to be on a beach that the hotel only had 3 employees working to fix the entire beach, and they spent most of the days sitting on chairs not working. I also attempted to walk on the beach 3 days after to storm and was yelled at for daring to walk on the public beach. Also after the storm, when we were told we would be advised on when it would be safe to leave the room, I finally found out it was safe when I walked to the pool at 3pm and found people in the pool with the bar open. No one had told us anything. 90% of the time at the beach, they will have the red flags out to not let you swim. It seems most lifeguards would rather you just not go in the water than have to watch people. We had one that decided to sit at the back of the beach on his phone and would only come out to yell at people for daring to go into the water. This is with 2ft-4ft waves, which anyone who has ever been to FL will tell you, that is calm. in 2 weeks of being there, the only time the yellow flags came out were when there were 0 waves. Checking out was a nightmare. There were about 10 couples looking to check out, but the reps all had people checking in at each station which takes about 30 mins each. We ended up waiting about 20 mins to finally have a concierge come over to start checking us all out. We then also sat at the exit gate trying to leave for 10 mins while the only guard checked in 7 vehicles of people. Only to have her finally come over and just open the gate to let us leave without even asking who was leaving the property. Overall this hotel has some really good things going for it. But there are many areas that need a lot of improvement. This is one hotel that we would not come back to due to all the issues they have, specifically surrounding the beach.