TripAdvisor Traveler Rating

I thought the service was very good and everybody was very friendly and willing to help. I just wish you could’ve explain where places were so it would’ve been easier to find it. The meals were great, but the desserts were a bit disappointing.

Our stay was relaxing and overall a great experience. The compound was large enough to keep us busy and the staff provided a professional service. You can feel the sincere welcome by all the staff. The atmosphere is conducive to a great holiday. I would like to mention one of the waiters at the Helios dinner restaurant, FILIBERTO, who was so helpful and impressed us with the service he provided.

I came to TRS Yucatán with high expectations and left feeling that the operating model simply doesn’t match the brand promise. For an alleged 4-star all-inclusive, the end-to-end guest experience is poorly designed and inconsistently executed. We did not receive any outreach to coordinate airport transfers or check-in until the day before arrival—which we never received because we were staying at another hotel in Tulum with unreliable Wi-Fi. As a result, both arrival and departure were messy, stressful, and poorly coordinated. Upon arrival, we were immediately pushed into an upsell conversation, which we agreed to once it became clear that several core experiences we were looking forward to—premium liquor, the cabaret show, and New Year’s Eve fireworks access—were not included. That said, the upgrades themselves were extremely basic. Frankly, it’s hard to imagine how the experience could have been worse without them. While the staff members were genuinely kind and well-intentioned, they were siloed to the point of ineffectiveness. If your question or issue fell outside someone’s exact job scope, you were met with confusion or unhelpful redirection. There was no sense of ownership or holistic guest support. The food at the “high-end” restaurants was another major letdown. The French restaurant, in particular, was shockingly poor and nowhere near the quality expected at a luxury all-inclusive. Ironically, when we arrived, we witnessed another couple at the front desk demanding a manager in frustration. Unfortunately, by the end of our stay, we found ourselves in a similar position. Repeated requests for bottled water to our room were ignored, ultimately forcing us to go to the front desk ourselves to secure a basic necessity. The facilities also feel dated and run-down, which further erodes the premium positioning this resort is trying to claim. On the plus side: our butler/concierge was helpful, the cabaret show was truly top-notch, the breakfast and lunch buffet was surprisingly flavorful, and the beachside cabanas were lovely. Ultimately, we made the best of the experience and still had moments of fun—but having stayed at truly world-class all-inclusive resorts, this was deeply disappointing. TRS Yucatán has potential, but until the operations, food quality, and guest experience design are significantly improved, it does not live up to its price point or reputation.

I had an unforgettable birthday at Tentazione. The food was delicious, and the staff were incredibly friendly. Special thanks to Filiberlo, an outstanding waiter—professional, attentive, and genuinely kind. He made the evening truly special.

Filiberto was very professional and provided excellent service. I highly recommend the restaurant. The food and service are top quality. Muy bien Filiberto!