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 1146 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:

    So very dissapointed, wonderfull hotel let down by certain staff

    Reviewed by pip_everett(Norfolk, United Kingdom) on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I booked the Haven hotel to celebrate my partners birthday. We have stayed within Cancun before so our expectations were that we hoped for the same. Sadly not ! Rather than go into a long rant, I have listed the difficulties we experienced. 1. Visually blocked toilet ON ARRIVAL 2. Our room was not serviced for 3 days despite speaking to the butler, reception and eventually Vanessa ( Cust serv) 3.No introduction to hotels amenities by our butler despite us seeing this being provided by other butlers throughout our stay. 4.No drinks service on the beach for the first 2 days, improved after we complained 5. Used room service twice before we gave up. As no tea making facilities in the room I asked for tea for two people. I was brought 1 single person size tea pot, when I queried why only 1, I was told 'there is enough for two' From then on either my partner or I got up and walked to the coffee shop each morning to get a cup of tea ourselves. 6. Asking for tea at breakfast was meet with lots of negative reactions, it appears that you must all drink coffee to please the staff ! To solve this we would go to the coffee shop and take our own tea into breakfast. 7. No communication from butler or staff to advise that there was not hot water on one day. After a day on the beach who then wants to go out for dinner without showering 8. A particular member of staff on the smoothie counter seriously needs to look at a career change or be sent on some customer service training. Tried twice and then just couldnt face the rudeness every morning. 9. Still unclear as to what I actually paid for in the Serenity Club.Complete waste of money ! No private area on the beach Serenity Lounge used by non members A person who showed us to our room and we never saw again apart from in passing around the resort, who we were told was our personal butler Drinks not put in the room as requested 10. Over complicating food does not always mean that the food is going to be of a high quality, at times the steaks would look 'pretty' but would be inedible. 11. Total lack of communication between staff when issues raised. I was feed up of going to reception and complaining about the same thing. This isnt what I wanted from a holiday. However there were some staff that the Haven should be proud off. Edwardo who worked on the beach, really friendly efficient member of staff who gave good service to all, not just those that waved dollars around. Marylou who also worked around the pool area, such a lovely friendly lady who never stops working and smiling. Staff if the coffee shop and spa were also friendly and professional. I spent time with Vanessa ( Customer Services) raising these points, at no time did she validate the issues but stated over and over again ' thank you for bringing these issues to my attention, it will help us improve services for our future guests' Do you know what, at that time I wasnt really interested about improving things for future guests, this was my holiday and I wanted things to be made right for my partner and myself. All the above has been sent to the Manager of the hotel, to date we have not been contacted. My suggestion would be to look at other Hotels in the area for a 5* experience, sadly you are not going to get it at the Haven Riviera Cancun.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-3

    Value

    Value-2

    Total Relaxation

    Reviewed by melissabero(Hogansburg) on Mar 25, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    What an amazing vacation we had at Haven. We have traveled many times to the Mayan Riviera as we love it there. Haven did not disappoint. We stayed from 3/11-3/18. We had a swim out room which was well worth it! The rooms are gorgeous and well maintained. The pools are superb ! Every restaurant we tried had amazing service and great food. This resort certainly is a quiet place to kick back and just relax. It does not have a lot going on, but that is what kind of vacation we were looking for. Yoga was offered and I did that and also we enjoyed the spa. Very accommodating and peaceful. The resort was not crowded due most likely to the Covid-19 scare. We had arrived BEFORE it all got bad so we didn’t encounter many arrivals in the days that followed. Thankfully we made it home to our family safely. I know the resort is closing on 3/25 until this gets under control but when it reopens we highly recommend you giving them a try. We certainly will be back! Thank you for a great vacation ??

    My diamond earings got stolen from the room!!

    Reviewed by guest1808(Montreal) on Mar 24, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    My Diamond earrings got stolen from the room!! I knew exactly where they were because I was planning to wear them before going out but I forgot. When I came back from the pool, they were gone. I called security and they said they will do their research and interview the staff who entered the room to see what happened. I was leaving the next day so, they said they will contact me by email for the results. Yesterday, they sent me an email stating that they found nothing and that I should have put my earrings in the safe so there is nothing they can do! First, I put my jewellery in the safe but I was planning to wear my earrings that day and that’s why they were not in the safe but unfortunately i forgot to wear them and left them in the room. I think this should not be a justification on why it is “OK” for my earrings to be stolen from my room. Second, this doesn’t make any sense.. I mean What about my laptop! how would I fit this in the safe. Also, we have expensive shoes too that are worth $800 or even more! Should I put this in the safe too?! Regardless of the value, to me, all my belongings are valuable. All my stuff should be safe in “MY” room in a 5 star hotel. Very disappointed. They should find my earrings or at least compensate me for them!! Lastly, a paragraph of the email they sent me was: “As I had the opportunity to mention when we met, the staff that access to your room do access to many other rooms and not any similar report was made from other clients. We kindly invite you to verify your belongings once again, by most of the cases items have been found in some bag luggage or clothing that was used during their visits some days or weeks after, sending confirmation emails, that their belongings have been found.” How come they never had a reported theft in the hotel and at the same time, most people found their lost items in the baggage when they returned back home and sent confirmation emails to the hotel that their stuff was found!!

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Beautiful facility but service and food disappoint

    Reviewed by AKA_Pablo(Iowa) on Mar 24, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We stayed four nights, March 9 to 13. No complaints about the resort itself, but we experienced inconsistent service, ranging from great (Adan!) to incompetent and downright unfriendly. Our other point of dissatisfaction was quality of the food at the restaurants. I know everyone's tastes are different but it seemed that every menu item was unnecessarily complex (likely to satisify the 'high end' guests?), but that doesn't mean it was good, and nothing was great. And it all came in tiny portions, the best example was the Mexican steak house. At the lobby are large diplays of incredible cuts of select beef. What you actually get is another story (picture a 1/2" thick Ribeye after seeking the Tomahawk Ribeye in the display). As an all-inclusive we expected weak drinks. The 'house' wines are awful (but I am sure you can upgrade for more $$). Pools are very nice, pool staff was very attentive. But for the price, was disappointed in the mediocre food quality and lack of great service.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-3

    Value

    Value-2

    Relaxing get away

    Reviewed by rcox5429(Edmonton, Canada) on Mar 23, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Haven Resort was wonderful. The food was amazing. The swim out room, partial ocean view was beyond magnificent. Rooms were very modern. Staff friendly. Activities were kind of disappointing; not reflective of the staff; just where they did them (darts, ping pong specifically). Drinks in Sports bar were INCREDIBLE! My only negative would be it would have been nice to have pool servers pop by our swim out for drinks. Other than that very minor recommendation I would absolutely reccomend Haven.