Haven Riviera Cancun Resort & Spa

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 1161 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Travel Agent Very Disappointed in the lack of Services and Communication!

    Reviewed by TPExpressTravelMD() on Oct 24, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    On my most recent visit to Cancun as a travel agent I visited the Haven Riviera Cancun Resort. I was invited to this property for a site visit to see how they are doing with Covid Protocols. This information will help me advise my clients who are ready to travel. I am incredibly SAD to report that my resort stay was very disappointing. As a professional travel agent, I was happy to finally have the opportunity to visit this resort and it is only less than 2 years old and closed down after a short period of time due to the Covid pandemic. Myself and 3 of my colleagues were also visiting this property. What was most disappointing is the lack of service and poor communication! We expected excellent service based on this 5-star resort. I would have to rate this property 2-star based on the lack of service. Even after setting down speaking with management there were no resolution. Paying guest at a property of this level, should be able to experience all the luxury that was offer and what is advertised. Staff seemed to not know what was going on and was not informed of any management changes on the property. - First thing guests should have been notified once they check in that the elevator was out of order. Communication is the key to everything. If you had guests who had some condition that restricts their ability to function physically or climb stairs this could have been an issue. The restaurants are located on the 2nd floor, so this could have been an issue. The staff saying the elevator are working and it was not. - Guests paid for Serenity Club (SC) level and most of the perks were not available and the pool was dirty all of my 5 days at the property. - Upon arrival guests were never told that only 1 set restaurant was open for dinner and had a set menu. The food was terrible - The Serenity Club (Vistas) restaurant was open for breakfast and lunch only and you had to wait for your meal for over an hour or two. I will say this restaurant was the best food on the property. - Guests were never told that only 1-2 restaurants will be open, and it was a set menu. The service was terrible for dinner and waited an hour just to get a salad. - The beach was okay, minus the seaweed, but the staff did clean the beach every morning, but it wasn’t swimmable. Blame that on mother nature. I was disappointed with management and staff and this experience has left me with a bad taste that I will not recommend this property and I will also inform my colleagues of my stay at this resort. The response we received was they did not care about our concerns during our sit-down meeting with the food services management team. I am happy to report that Cancun is doing an amazing job. They are open for business and every guest I have spoken with had a fabulous time on their vacation and felt very safe including myself. Please enjoy these pictures from my room and the property at the Haven. I would like to share a few beautiful images but the property and the sad presentation of the food on how it looks, not the wait it tasted.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-1

    Value

    Value-3

    Great relaxing vacation!

    Reviewed by anamM411MC() on Oct 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had such a great and relaxing vacation! It was our 2nd time here & it was just as amazing as the 1st time. We had the serenity package, so Adriana & Heriberto & Luis truly went above & beyond in helping making sure everything was perfect & that we were well taken care of! Especially when I needed medical attention due to an ear infection. They promptly (within 30 minutes) had a doctor come & do an assessment in our room. It was my first time needing medical help in another country & I really felt well taken care of!! The food & drinks were all delicious! We enjoyed breakfast at Vora Mar & Vistas (which was a serenity member perk with spectacular views!) We loved dining at Satsu & Agua Bendita. Then following up with drinks at Lime Bar! The spa is definitely worth every penny! Arturo & Maribella were so attentive when we spent the day there! We loved doing hydrotherapy & following up with the couples Hammam Healing Experience massage treatment! We truly can’t wait to go back again! As far as COVID-19 goes, everyone’s temperature was taken upon arrival, all staff members wore masks, and they did a great job sanitizing everything down. Really making sure we were comfortable & felt safe.

    Very disappointed with the Haven Riviera Resort and the lack of services and communication!

    Reviewed by travelwithtp(Maryland) on Oct 20, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I was disappointed with management and staff and this experience has left me with a bad taste that I will not recommend this property and I will also inform my colleagues of my stay at this resort. The response we received was they did not care about our concerns during our sit-down meeting with the food services management team. We expected excellent service based on this 5-star resort. I would have to rate this property 2-star based on the lack of service. Even after setting down speaking with management there were no resolution. Paying guest at a property of this level, should be able to experience all the luxury that was offer and what is advertised.

    Excellent low key resort that works to please!

    Reviewed by KellyL1374() on Oct 18, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    It has been a fantastic week so far and the staff here works so hard to make everything perfect. Today we met Eduardo the Haven Mixologist and he is fantastic! He even made me a coffee martini to get me through the afternoon. I assume the resorts have struggled like most of us with this Covid pandemic but everyone is so kind and caring. They also wear masks and glasses or face shields. It is absolutely the vacation I was looking for and absolutely needed this week. Other shout outs to Pedro the bartender at Limes the best bartender I have ever met and Ernesto has been so helpful by the pool! Gracias for a fantastic vacation.

    Definitely NOT what I expectee

    Reviewed by crystalcookf() on Oct 17, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    After reading reviews of Haven Resort, we decided to visit here. Expecting excellent service and a 5 star experience, especially as a Serenity club member, our experience was completely the opposite. None of the staff seemed to know what was going on. While we were initially told all the restaurants were open, we arrived to only 1-2 a night pending the night and some nights you didn’t even get to choose what you ate. The service was terrible for dinner and waited an hour just to get a salad and had to get our own drinks one night. If we chose to sit on the beach during the day, there was no drink service. Only one bar (that didn’t open until 6 pm) actually had the alcohol that we had been promised and actually knew how to make a drink. These among many other things, left us with a less than than stellar experience. We will not be returning.