Haven Riviera Cancun Resort and Spa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7068 reviews

• 

  A great All Inclusive Resort

  The staff were very attentive and probably the best service we have received at an all inclusive resort. We loved the room and the view of the water. We used the app to book our dinners which was easy and without having to wait in line. Any issues we had were taken care of promptly. The staff here really make sure you don't need anything and that you are happy. Loved the main pool and preferred this one over the large round pool. Beach was ok but we dont care for the beach so that wasn't important to us. We would recommend this hotel for your next stay its definitly a 5 out of 5.

  Mar 16, 2025
• 

  Disappointing, not 5* worthy

  We are currently staying at Haven Riviera Cancun, booked for 2 weeks through TUI as life has been extremely stressful for the last couple of years and we really needed a relaxing break. We were so looking forward to unwinding and decided to splash out on this holiday which was not cheap. All the reviews seemed great which has us perplexed as it has not been our experience so far. Unfortunately all the inconveniences of this hotel have just added to the stress rather than alleviating it. When you pay thousands for a 5* star hotel you expect it to just work, to be clean, easy and relaxing with decent food. This hotel is not that. Pros: the staff are very friendly and willing to help. The bed is very comfortable and huge! Elsy did a good job of cleaning our room and leaving us little towel animals with a friendly note. The rooms have a few cool features like the Bluetooth sound system in the bathroom, and hatch for dirty dishes that staff can access from outside. The hotel had lactose free milk. Cons: the milk is the extent of the lactose free options as far as we can tell. Meals are stressful as half the time what is written on the menu and ordered is not what is produced, so there’s constant fear that I’ll inadvertently poison myself with lactose. For such a common problem, it baffles me how badly it is catered for. The majority of the food is unbelievably bland, mass catering type of food. Considering you have to book each restaurant for dinner because they have limited capacity, I’d have thought more care would be taken over each dish. Maybe the chefs need more training. If you want salt and pepper you have to ask for it, it is not supplied on the tables. You do tend to packets of it with room service though. Having lived in Southern California and eaten authentic, fresh Mexican cooking that was full of flavour, this experience of Mexico is so extremely disappointing. This hotel could be anywhere in the world. We’ve tried all the restaurants, snack bars and room service available to regular guests except for the Mediterranean one, which is tonight. Expectations are low, we have been disappointed by all so far. We are not sure what, but something my boyfriend ate has given him an upset stomach for days. We’ve been really careful not to drink the water. I suspect it was the buffet. Lukewarm food is a breeding ground for bacteria. The cocktails are very average, except for the mojito which has been good - you can barely taste the alcohol but it’s refreshing in the hot sun. The drinks are served in tired looking plastic glasses. I understand the need for plastic at the pool, but not in the bars in the main hotel. When they start to look dirty and scratched, get some new ones. It’s supposed to be a 5* resort. In the new 24 hour bar, there was one barman and that was it. No one was clearing the tables so guests were having to do it so they could sit down. The empty glasses were piling up on the bar. I don’t know if that is always how it is, or just our experience when we went there. The rooms are tired and need looking after better. Quite a few areas of damage, cupboard doors that do not stay shut etc.. Multiple lights in our room do not work, we reported it and were told they would come and fix it at 7:30pm while we were out at dinner. No evidence anyone ever showed up as they still don’t work. The room is quite dark. The outside bench and jacuzzi on the balcony are a bit dirty, we keep finding black hairs everywhere, including in the drawers in the wardrobe. The jacuzzi tap is absolutely covered in limescale (as is the rain shower in the bathroom) and green patina. Again, not 5* worthy. Get a new tap. Despite the policy disallowing it, pool beds are reserved with towels early in the morning. We had a lie in one day (got to the quiet pool at 10:30am) and could not find any beds anywhere - half of them were empty, but people had put towels on them and then left. One morning we watched some people reserve seats by the pool and then go to lie down on the beach beds! People are taking 2-3 pool towels each, which meant that multiple mornings there have been no towels available at the quiet pool. We waited over an hour one morning (us and other guests), we were told multiple times the towel stations would be refilled in 10 mins. My boyfriend eventually went for a walk to the other ‘party’ pool and got some towels from there. You can’t really lie on the beds without towels as they have bird poo on them. I doubt this towel hogging is a new issue, so either they need more towels available or more staff to keep the towel stations filled. We’re staying in building 2, and the stench outside the rooms and in the walkways up to the main hotel is honestly revolting. A permanent smell of eggs/stagnant water/drains. The smell sometimes comes through the drains in the shower too making the bathroom smell, although not nearly as strongly as outside the rooms. The room service is quite quick and it’s great that it’s available 24 hours, all included, but it can be extremely random. This morning we ordered breakfast for two people with coffee, which turned up with one plate, one set of cutlery, no sugar for coffee (it hadn’t been replenished on the room tray either) and a tall glass of milk rather than a pouring jug, so impossible to pour without it going everywhere. I’m afraid this was the last straw for an extremely overwhelmed and tired person who just wanted some breakfast, and I simply burst into tears. Not the effect I was hoping a 5* luxury resort was going to have on my stress levels!! At this point we’d quite like to go home but we have 9 more days here. We’d like to explore outside the resort and find some decent food but having paid so much for all inclusive the thought of spending yet more is not an attractive one! We will be doing some excursions but have been told not to book until Tuesday because of the weather. Hopefully the holiday will improve somewhat in the next week when we can get out and explore but we aren’t holding our breath. We won’t be coming back here and wouldn’t recommend it unfortunately.

  Mar 16, 2025
• 

  Days by the Pool, Nights of great food and drinks

  First, have to call out the incredible bar staff I met: Diego was incredible at the the cocktail corner. Different creative cocktails every night, fun atmosphere, and super informative in the gin master class. William also at the cocktail corner! Best negroni variation I've had in a while. Adrian and Emmanuel at the lobby bar making delicious interesting cocktails. The mezcal margarita and the habanero tequila margarita were amazing. Mauricio at the docks bar always got me as soon as I walked up. The concierge Lucy made my last night. She got me a seat last minute at the Chef's table which was the most delicious meal of the trip. The Chefs Table experience was one of my favorites. Alex and Abian explained each dish and pairing perfectly. Manager Martin made sure I had everything I needed. Chef Alejandra made an incredible meal. During the day, I spent most of my time relaxing at the quiet pool and going for the lunch Tacos almost daily.

  Mar 14, 2025
• 

  We love the staff

  Special shout out to our butler Candido who had an amazing impact on the enjoyability of our stay. He checked in on us each day and really made us feel special. Not all butlers do this. And to our pool server Carlos who knew what we wanted before we even did. He was so attentive. We liked him so much that if he changed pools for a day, so did we. We had a swimout in building 7, which was amazing. We enjoyed most of the food. The sunrises and sunsets were beautiful. Everything was pretty clean. Housekeeping and turndown were reliable, we even got some towel art. As it was our anniversary, we got a sign on the door and rose petals on the bed one day. We would return.

  Mar 14, 2025
• 

  Great couples resort

  This was our 5th year in a row , we stay about 10 days each , the property is always taken care of , lots of space , staff always makes us feel welcome , food choices are excellent ( understand the reservation system for the restaurants) , we pick the Serenity option for the water therapy options and the Serenity lounge areas, one area that needs some attention is the way chairs are saved in pool areas , people will save 6 chairs in three different pool areas , and a loyalty program for repeat guests would be great!

  Mar 13, 2025