TripAdvisor Traveler Rating

The thing that makes Haven Cancun special is the staff. After the first couple of days we were asked for feedback…. Which I gave honestly: our experience had fallen slightly under par initially. 2 days later we met a poolside concierge, Luis, who had been sent to seek us out and check in on every item mentioned in our feedback. Not only had they acted on it immediately but they’d sent a dedicated member of staff to see to it that we were happy and that our personal experience has improved. One person who sorted out almost every issue is a lady on the front desk called Sandra. She became our go-to for the entire holiday, going above and beyond (with reasonable requests) to provide us the best experience. She dealt with the initial feedback behind the scenes and actively worked throughout our stay to make sure everything was perfect. A special mention to Maria at, what we and the rest of the guests during our stay called “Maria’s” bar. Her service daily was impeccable. The lobby bar is called Havens (how very corporate). But as we made dozens of fellow traveller friends, Maria’s personality made her a go to for everyone in the evenings and we enjoyed visiting “Maria’s” every night. So if you stay here…. Ask for those 3 and you won’t go wrong!! —— Now, the reality of Haven: - there SO MUCH SPACE. It doesn’t feel busy even tho it is well booked. And the pools are huge - lots of daytime activity if you like pool aerobics and nice additions like painting - the restaurants are well staffed, have a large food offering and all of excellent quality. The deserts are lacking tho if you have a sweet tooth. Our party found the cheap gelatine style cakes a bit gross and repetitive. - drinks are great across the resort - the coffee shop is a cute offering and one we used daily - the buffet has lots to offer…. But see comment on food below and maybe book a restaurant for EVERY evening (as it appears most discover very quickly after trying the buffet!) - the excursions available are excellent (GO TO COCO BONGO!!! We had an amazing time. Cancun is a little overwhelming so pre book and ask Sandra to get you a cab. But it’s worth it. - the rooms are spacious, well maintained, great showers, huge beds, jacuzzi or private little walk out pool connected to every room. If you have the extra to spend, get a swim out room. It doesn’t connect to the main pool, just the 3 rooms next to you so it’s really quite private and good for the evenings. They don’t really explain this on their site The reason I have to give 4-star instead of 5…. - the evening entertainment on offer is basic at best. It feels like this corporate entity owning the hotel don’t know (or don’t care) and treat the evening shows as “we have to do something” rather than provide actual quality shows that people make sure they see. I wouldn’t recommend for people who value the entertainment, which is a shame because if they were amazing it could have potentially changed this opinion/recommendation. However, it’s an all inclusive hotel…. You’re there for the food, drink & sun. If you want world class shows, go on a cruise. - the buffet and room service…. The selection is EXCELLENT. BUT… and this is a big but! Nearly all the hot food will be cold. And nearly all the cold food (cheese, yoghurt etc) will be warm. We just couldn’t understand this…. Room service will take 30-60 mins (fair) but WHY IS IT STONE COLD?! Nearly every time! (Except when we got forceful and sent it back until it turned up hot!!!) And the buffet…. Even food that comes out fresh and you’re the first person to touch it: Luke warm at best. We couldn’t make sense of it but this really did stop most guests using the buffet in the evening. ——— In summary: A gorgeous hotel in a beautiful area of the country. The staff will make your stay the best it possibly can be and are truly wonderful people. Very relaxing holiday, well worth the money, and hopefully the corporation that owns the hotel will act on improving their minor failures as the staff do so wonderfully wherever they can!

We love our experience! We had an amazing time and Jorge the mixologist was amazing! Best drinks I’ve had here. Thank you Jorge!

Very relaxing location, hotel very clean. Room spacious, clean and well set out. Hot tub on balcony very welcome. Gluten free catered for. Roberto in Flavours was exceptional, looked after me, making sure I was eating correctly. All waiting staff at flavours were friendly. Jeu, who takes care of luggage was friendly, always had a minute for a chat, very helpful and knowledgeable. Sandra on booking in desk was very helpful and friendly dealing with any queries quickly. Only complaint was the drinks availability, I only drink on holiday, my favourite tipple is 1 shot of kahlua & 1 shot of vodka, apparently this was only available for serenity guests. So I couldn't have a drink. On the whole this is a lovely resort and would consider staying again.

We had a nice time at the haven. We had a swim out room and loved it. Loved the mixology bar. Only open 6-9pm would love to see 6-10 to allow for after dinner drink. Star employees that made our stay…. Front Desk Andreas Sandra Cindy These 3 ladies treated us so well. Thank you for your kindness!! You didn’t have to but you did and we won’t forget!! Olin’s Wilbert the best!! Ask for Willy’s section Laura such a hard job! You do it so well. Pool Jose Luis gracias mi cielo Moires amazing service Mixology Jorge a superstar ?? Lobby Maria always a smile ?? Docks pool bar Carlos great service Housekeeping Sylvia AMAZING ?? Buffet Wilberth Great service!!! So kind Luis service with a smile

We really enjoyed our stay at The Haven Riviera Cancún. The staff was attentive and very friendly. Check in and Check out was easy. It is located about 25 minutes from the airport. We had a room with a King bed , balcony with a jacuzzi and a partial ocean view. It was very nice. The neighbors below us were noisy sometimes and stayed in their swim out pool partying loudly until 2am some nights. The bed was less than ideal and very uncomfortable. It seemed to sink in the middle . We did try to mention it the next morning in hopes of possibly getting a new mattress or a room change but it did not happen. Otherwise, the resort was fantastic. The beach was great! Lots of seating options at the beach and pools. There are several pools. Several awesome restaurants. Sahel- Concierge, Blanca- Pool Bartender/Waitstaff, Jesus- Waiter Flavors all took such great care of us during our stay! Thank you. We will be back