TripAdvisor Traveler Rating

I've just returned from this hotel. I went with my husband and 2 teenage sons. The room was okay, looked clean but was in need of some minor repairs and looked dated. There were no bottles of water in the fridge which I thought would be been a nice touch. The food was very average there was always something you could eat but its was flavourless. The deserts looked amazing but there was just no taste to them. The thing that has annoyed me the most about my time at this hotel is the rudest of the staff. I've never had the misfortune of being spoken to the way I have during my stay here. First of all my sons wanted to go kayaking so my husband took them to the kiosk on the beach and they went out, granted they were not great as we live in Manchester England and don't get much chance to go kayaking. The man told my husband that they were "banned" from coming back again and my husband asked if he could go out with each of them instead which was met with a no. I thought it was rude and there are nicer ways of putting it. I also felt bad for the boys who had overheard. I also had some laundry done by the maid when I went to collect from the lobby I was told I needed to sign for it, when I asked where I needed to sign the man behind the desk shouted "ANYWHERE!!" I told him that it was rude to speak to people like that and made it clear I was annoyed when I was only asking a question. He looked sheepish and walked away. Another time was at the snack bar. I walked up at 10.55am to be told that it would be open in 5 minutes so I sat down and waited and then at 11.10 I got up to grab a plate, there was plenty of people waiting at the bar looking at the food. I put some rice on my plate the next thing the chef shouted at me "I said 5 MORE MINUTES!" I literally jumped out of my skin it was that loud and I was so embarrassed. I was also waiting at the towel kiosk to hand my towels back to receive the towel cards and there was a gentleman in front asking the lady in the kiosk a question so I waited behind for him to finish and another guy just went up handed his towels in and got his cards. When it was my turn I asked the lady why she had allowed people to jump in when she could clearly see me waiting. Upon check out on the last day Sunday 1st Sept I waited in a line of what must have been 10/12 people waiting to check out when it was my turn the gentleman cut the bands from each of the party members. My older son was poorly and was in the bathroom. I explained that he wasn't well and he obviously had his band still on and does it really matter as we were leaving shortly anyway (within the hour) met with absolutely no concern for my ill son I was asked to go and get him and line up again so we can then get our 'check out details'. Also NO "we hope you enjoyed your stay with us" or "have a safe journey home" anyway I was made to go and rip his band off his arm to go and hand in. This holiday cost our family £7,000 for the holiday, spending money and insurance and was suppose to be a trip of a lifetime for our boys and I was made to feel like a naughty little girl for most of the time I was here. This is just a snippet of my experience. I didnt feel comfortable asking for advice or recommendations from the staff. On our first morning we were asked to go to a "welcome meeting" only to be tried to sold a time share slot. When we had already said no the man said well I will book you an appointment anyway. It looks like there is a common theme in the reviews about the rudest of the staff towards customers which is why I wouldn't recommend or visit this hotel again. Pros beautiful beach Good housekeeping/clean rooms Cons rude staff No shade at the pool Lack of water In the mini fridge Average food Outdated rooms

Terrible place to stay. Reached at 1:30 pm and finally got the room keys at 3:30 pm. Extremely bad check in experience. Room was stinky with the shower not working. 2 towel cards disappear from the room. Cannot book any restaurants from the Viva app. Went to get some help from Guest Services and the lady mentioned that everything was full and better luck next time. Never going back again and would tell my friends and family to avoid this place.

This resort is an amazing vacation spot with us coming back for more each time, as this our 3rd trip to this resort. The small size is the resort and the beautiful beach really are the highlights, with the ocean just a short walk from your bed. The extra restaurant options provide some variety of food options and a great change of pace for the dinner experience. A special shout out to the trapeze team! The trapeze is such a unique and fun feature of this resort and a great experience for our daughter every time! Working with the team, Yerko, Silver, Martina, and Luis has been an amazing opportunity, one that she enjoyed every day of our stay. The acrobatics performed in the entertainment shows by the trapeze team were amazing and a great addition to the dancing!

We went to vacation to Viva Maya and Luis from the bar was amazing at the service, the entertainment team, Laura, Brandon, Leo, Jesus, Carolina have done a wonderful job as entertainment, we appreciate the service of kayaks, they have a lot of activities that we loved, thank you

The worst hotel I have ever had the experience of staying at the staff are rude and unhelpful the reception and guest services are the worst they talk about you to there colleagues and laugh thinking you don’t know and give you dirty looks. You are constantly mitheted by time share people and the clearly do not understand the word no. The rooms are cleanish however the cleaners have a tendency to sweep it under your bed the cleaners also stole from me and when we told reception they shrugged their shoulders and pretended they didn’t understand. The entire holiday we were discriminated against with the English being pushed to the side and spoken to like dirt. The food needs an upgrade I found bugs in mine serval times and again was shrugged off we asked for the toilet to be fixed at 9am and we had to walk a fair trek to get to another one they turned up at 11:30pm with the staff telling us they only have one handyman on site this happened a further three times and was told the same answer the entertainment is basic and never changes the shows are always the same and lack creativity. They also prioritise black band or viva club members with the basic blue band not being able to use certain things all in all I should have spent the extra and stayed at the many different Rius around. WiFi is none existent and the air con units don’t work and when they do it blows out a smoke smell