confort of the lodge and pool

capibaras patroling the garden, iguana overlooking the pool and trees full of birds

waiters at the beach bar are slightly abusive - they insist on high tips, while not all of them deserve it

although the beach bar has reserved beach umbrellas for the glamping guests, there are some strange rules if

would have stayed longer if we didn't have kids

after a long flight with kids, at a property of this caliber, service is really trying to accommodate, not just

maintenance issues at the pool and some paint in room

kids pool could do with some shade

hot water in room not working until the last day, but we were offered free spa treatments in apology

there are millions of places to go and party and have kids run around

we got massages at the spa and the spa rooms where beautifully decorated and the therapists where great

there are several resorts in one area but we wanted the adults only

training, they don t know were certain things and even one told me that they doesn t have wifi

being adults-only helped too

of the main bar staff was too formal and borderline rude

location, lots of things to do for both adults and kids, excellent food in both buffet and a la carte restaurants

entertainment!!!!! swimming pool!!!! location!!

they have a great little kids club all the pools are super nice we actually somehow i accidentally got the

no wifi except in the awful mall - and even there only restricted day time hours

the pool areas were great, lots of activities to do around

food was amazing although we stayed on seaside suites side, we at at palms everyday and enjoyed breakfast and

a couple of small points like the gym could be colder and they could consider opening the pizza stand slightly

the spa was amazing!

food was mediocre except for the breakfast buffet and the beach fiesta

could not be used from the tulum airport, the buffets had very little vegetarian options at breakfast, i would

of things to do for adults & kids

same kids menu every restaurant every meal isn’t acceptable

kids water park is extra charge, mini golf after 7,

kids water park is extra charge, mini golf after 7, pool tables, bowling etc

any extra activities or coupons suppose to be included at check in or full details about premium spa benefits

vegetarian choices are limited shade next to pool is rare

the spa available was great went almost every day for the aqua therapy

plenty of lounge chairs by the pool and on the beach

the shared airport shuttle may be included but it is horrible

breakfast til late night room service the foods offered were varied and delicious

great breakfast and clean facilities allowed us to relax

family friendly - kids loved the dogs, fantastic surroundings in a quiet and cosy area

rooms, breakfast, pool, welcome drinks are quite prestigious

verry nice host nice pool great breakfast...

breakfast was excellent and so was the dinner the host freshly cooked for us on one of the nights

the private pool was nice with an amazing view of the ocean.

great location the staff is just amazing antonio from the drifwood bar the people from the spa everyone was

the beach breakfast and lunch are a dream

breakfast is served in one of restaraunts only, but it also full of table

personal concierge, excellent food, restaurants, room service, and staff

breakfast buffet was always a hit it was standard american food with other international options,

pool bathrooms got yucky during a busy day. need cleaning throughout the day.

at the beach's buffet were excellent, and so were the staff at the kids club (which they call barcy club)

the breakfast option could have added more non pork products. add turkey sausage, bacon ect.

my kids loved the pool

bc of this i cancelled mine to allow my kids to do it and take their pics

wifi is paid

tropical pool bar had terrible staff everyday.

kids area

casino mall roller coaster spa and bars other than pool bars all closed

laundry service was not that great

palace was great but if you don t have kids coming with, you can t miss the riviera- adults only side

the room was spacious enough for a family of 4 (with 2 almost grown kids)

only thing that could be improved is the set up of the kids club

no snack bar available near poolside no night entertainment or live

the all-inclusive rate included everything apart from laundry, spa & beauty treatments, where you were only

have travelled to many adults only all-inclusive resorts (iberostar grand, secrets, excellence) and unico rates

the gym is well equipped

the gym, spa, and restaurants were all upper class level

breakfast was fantastic, fresh food and great service the grounds were kept impeccable as well as

the breakfast was sufficient for what we need

breakfast was fantastic, fresh made to order and plenty of choice

rock-formed pool connected to the canal

the wifi and power was in and out.

wafle house down stairs for breakfast

the kids club at the beach could have been better.

the kids club at the beach could have been better.

the family selection is ideal for family with kids

the kindness of breakfast staff in the nest restaurant

kids club, worse i have ever seen

also, the resort, while stunning, was so spread out that my kids were exhausted getting around (3 and 6 years

great swimming pools. the kids area/water-park is vey nice and safe for kids.

beautiful grounds woven into the natural environment, with a fantastic pool, large kids area and a nice beachfront

little kids club near the beach was underwhelming

also we need more pool towels and more space near the pool

the drinks at the bar were always so much diluted - not sure if there was any alcohol in any of the cocktails

there was only one pool available until midnight, the other ones closed at 6pm

very nice, the facilities are good, rooms are clean, good range of restaurants, great pools for kids and a really

the breakfast was excellent. a lot of choice and very very nice.

but easy to get around by frequent golf cart service

however, staff was quite nice and help us to get our clothes to the laundry with no

a nice bar on the pool

this is a boutique hotel and grounds with beautiful private beach, jacuzzi pool bar and two connecting pools

is a great option to go with kids because the beach has no waves at all

the location the atmosphere the pool the beach where great

gym facility was well equipped, clean and staff very polite

we didn't end up using the kids club but they had a good schedule of stuff for kids 4 and up

they charge 15 dollars for room service at an all inclusive resort

beautiful pools, beach, and lagoon. lobby bar was fantastic. cabaret was well worth the money.

pool areas are nice and the location is beautiful karla and roxanna were great.

help make it a special experience, a huge thank you to all the team in capricho restaurant (the breakfast and

working); there are plenty of pools throughout the property with differing levels of noise; the gym and spa pool

the infinity pool was our favorite hang out spot and the spa was also quite impressive

-golf carts took forever and you can t take just any golf cart, unless it s specific to your

missing snack bar at trs beach bar

lift & laundry machines were out of order for the whole 2 weeks that we were there

great kitchen too

the pool area is so beautiful

was good - central but quiet and an easy stroll to restaurants, bars, beach and golf

golf cart rentals i felt were overpriced

i needed, yosimar and alexis the car valets knew about my car more than me; good and fast laundry service and

sugar free mixers for all the cocktails were horrible, food was okay, gym was okay, kids club was weird - we

children s water park is exclusive to the explorer club so we couldn t watch our kids play

we had room service one evening only around midnight and that was ok but that was expected since is simple

the beach was lovely and the hut bar with the swings

evening entertainment is fun - there were theatre dance shows, a few beach parties and a pool party

you might not be able to find much shadow next to the pool (which was quite a problem for the kids)

location of room to beach and pool

the kids run wild and jump in the pool splashing everyone and their drinks, parents don’t say

the food was great. the pool area was amazing. the kids classes were great

no laundry facilities

tv was hard to manage for ordering room service, it did not work

mini bar and room service selections were a little sparse

locations with deeper pools where can safely dive or at least jump in without being worried the kids could hurt

senor edgar helped us tremendously with restaurant reservations, late check out, general advice, etc

there are adults-only pools and beaches (and restaurants) so we don’t have to listen to crying kids when we

if you have young kids, they'd probably love the free water park

there are adults-only pools and beaches (and restaurants) so we don t have to listen to crying kids when we

and if you did not have a reservation you had to wait over 2 hours so we were stuck with room service a few

lastly, we never ate breakfast at the restaurants we always had our food delivered to our room which was pretty

booked this getaway to get away from the kids and have an adults romantic getaway this was the x complete opposite

inside bar areas and main lobby's of both the hacienda and the heaven buildings are quite cold, the ac was

the bartender in heaven and the bar next to umo were beyond amazing

the staff was amazing especially the entertainment team. the rock spa is a must.

understood why it wasn t adults only because of covid 19

the cabana itself is fully equipped with also a small kitchen

the breakfast and coffee were truly incredible

it has now spoiled all the other hotels for us. the bar has been set way too high.

the pool is so pretty, there are toys and playground for the kids and you can enjoy peace and calmness

you'll get great breakfast ( even to go in the morning if you leave early/ thanks again for this

no tv, but good wifi

free secured parking

unfortunately the beach in front of the hotel is just the parking place for boats, but its just a few steps to

location perfect right off the beautiful beach and pool clean and quiet

filtered water was provided along with wifi

we also used the laundry service at the hotel, that was quick and good

they offer laundry service onsite which is convenient

the laundry service was a huge bonus

good service you could do your own laundry

the laundry service was very helpful - we dropped off our clothes in the morning and by the evening

she provides a very affordable laundry service and there is a cute cafe downstairs

the wifi was slow in my room. thats the only negativ point.

wi-fi reception a bit shaky

poor wifi connection

t the hosts offered that we could lig on to their private wifi)

laundry is quite expensive. food is average.not recommend the japanese restaurant .

the laundry was not ironed.

the spa and grounds are beautiful

not recieving room upgrade at booking. overcharged spa treatments

spa price gouging

one of them has the fish spa and you sit on the steps and get your feet nibbled by little fishes

the on site restaurant and bar are great and it's not a long walk into the town

property has an on-site restaurant and bar (

) and for our 'giraffe' room the wifi was fantastic

wifi in the tent was quite poor

several minor things: burnt out light bulbs in the bathroom, tv remote not working, no bag for laundry service

bar by the beach, it is different story, you have to order food

food very plain, watered drinks, uncharming pool area, lack of sunbeds

each summer we bring the kids and watch the turtles nest

each summer we bring the kids and watch the turtles nest

i checked with the guest services on getting laundry service since we had an extended stay, and i was told they

no room service

the beach is very rocky, also pool hours close very early at 7 pm.

kids have a lot to do and they have daily activities planned for everyone

of the drinks could have been improved, the beer at the pool bar tasted like it was watered down with soda water

they had a lot of activities for grownups and kids

the kids and teens clubs are amazing

good food. good staff. many activities/shows for kids.

met jose at the iguana bar

all the pools had entertainment

breakfast was phenomenal with a wide selection of vegan, gluten free, healthy and local cuisines

room service is available 24 hours and we tried all the restaurants except one

pizza arrived it was the incorrect order, extremely small in size more so should have been in the kids menu &

food in main pool restaurants is super tasty, room service super fast

but the coffee could definitely be better for breakfast, it s a little weak and bitter

requested laundry 3 times and nothing

again the staff in every restaurant were so lovely, at breakfast our waiter would always bring us extra mimosas

large resort but nicely spread out with multiple pools- often ours only had half a dozen people at most

breakfast is the same thing over and over again they don t switch up breakfast

in we got moved from casa 4 to casa 2 which as 2 adults was great to be nearer the main hotel (kids area is more

pool is amazing

it was not possible to use the pool area, or sit outside whilst they were they, and they did not leave until

very comfortable beds, tranquil swimming pool

they should put some citronella torches out at the pool so that the deck and pool area can be enjoyed without

the hotel is located in a jungle, with a swimming pool, it has a very peaceful atmosphere, good place to chill

also laundry service was nice

we spent hours in the pool and on the swings, just enjoying the stylish territory and the weather

loud frogs at night who swim around the pool and hop around the restaurant area

to begin with the service and facilities are terrific, the pool out of this world

on the territory, and there are no curtains on one window, so this light enters the bedroom - the wifi was a

laundry service was pricey.

you had to pay for room service, i thought it was all inclusive

of the staff would answer bad or make faces and seem like they we're doing you the favor and the golf cars at

we d try calling room service there was never an answer

lots of food options, great pools and fun kids areas

the rooms are luxurious

6 days stayed they don t refill the bar in the room, we are very very disappointed in the fact of the capacity

wifi didnt work all the time.

for 6 days with 2 young kids, 4 and 6

the selection of food at the breakfast buffet is amazing

private jacuzzi and pool with full bar and wine included

the base level rooms are all very big and private, each has a small pool and you could easily chill out for

private jacuzzi and pool with full bar and wine included

the view of the caribbean sea and the hotel s signature swimming pool visible directly from the hotel room

paying for spa entrance

i would like to have at least the infinity pool open until 9-10. it closes too soon at 7.

vacation days were fun and relaxing, doing the parks in the morning, chilling at the beach and pools later

room service took quite long i had to wait ca

room service wants to charge for wine, which is obnoxious especially when you can just walk to a bar and get

of attention to details in the adults only area (pool bar service was poor and slow)

beautiful private beach, saltwater swimming pool, and lots of places to hang out

the pool and beach are so pristine, plenty of cabana beds

our kids loved it, me and my husband loved it and will be definitely come back here

the gym and yoga places are

adult only areas still had kids around even though the signs clearly designated the adult area.

good gym

so many pools, great for kids with a water park, food was fabulous and so extensive

the massage at the spa was very good.

a little bit difficult to move around with little kids, i would recommend bringing a stroller.

ac, broken flush from toilet, broken socket, noisy fridge, leaking toilet, broken shelf, mini bar was still with

the landscaping, proximity to the beach, the pool and food options.

location, friendly staff, large spacious comfortable rooms with mini bar (all included), large swimming pools

beach, pool and activities were fun but the food is pretty bad

lots of pool room

in the middle of our stage they charged us an extra cost because they said the ages of the kids were not being

i liked the room and the pools. riuland was really nice for the kids.

rooms are ok, a lot of activities are there in the hotel and shows at night and pool party

no nice bar to hang out at

it needs a lot of updating, rooms, paint, pool cleanings

breakfast was perfect (very well served, and tons of variety)

our room had full kitchen

the studio was very spacious and clean, the hotel was fresh, the parking was easily accessible

in bathroom, leaky shower drain install that sent water under our laminated-wood flooring in our kitchen/entrance

nice gym

like it more if they had servers working the pool and beach area so you don't have to leave your chair

i mean the pools are perfect for the kids, they are not dangerous, but i feel more comfortable with life guard

the pool, the beach, food pretty much everything

the bar and restaurant and the staff was amazing

if you have kids and want to plant yourself with a beverage and watch them in shade, it's perfect

expensive laundry service and high charges at the atm at the hotel.

mayority of staff bad. except the bar tender from the main bar.

kids club is not professional, staff is always in their phones, kids are given sheets of papers to

better kids area would be

booked on here and when got there they said it didnt match the kids age and charged me another $800 which i had

we paid for a pool view room and the room we got given, couldnt see a single piece of water

pool service was great

the adults-only aspect is great, and it also seems to attract great people

tried to claim lounges at infinity pool the night before- staff put stop to that though after hearing that was

the room service food after hours is not very tasty and one night it took almost 2 hours to arrive

not having our own laundry room accessible.

it also wasn`t very ecological to throw soaps away and once used towels to laundry daily

for example only sports facilities were a single tennis court and a mediocre gym

food (not great tho), various coctails available on bar (only few are ok tho), good spirits in the room (but

kids in the pool got a little rowdy during one week we were there, somebody needed to blow the

also, we used the laundry service and was a clear rip off, as we were charged 70 for a little bag, which

we splurged for a new years day massage at the onsite spa

the staff very nice, polite and helpful, the waiters from the pool the best like manuel and lupe gimenez

the food at the restaurants but there no words strong enough to describe the hotel with the pool bar in front

hotel invited us to a breakfast at their sister property where we would receive tickets to visit tulum as a

kids enjoyed the entertainment and kids club

beach, staff were amazing particularly in kids club, huge variety of food available all day, good gym, good

our kids love the pool and the beach so clean ,they tried to keep the sargassum to a minimum

although there were families and kids, it was easy to have some peace and quiet

i recommend for a family vacation with kids or for a quiet romantic vacation

do not have laundry service and work with a laundry service that is not reliable

good wifi signal. stable internet connection in room.

strong wifi, very helpful, and sweet staff, cleaning lady were amazing. thanks

wifi was excellent and tv came with a great selection of channels, including netflix - so, i was

besides, it is a brand new hotel with a nice swimming pool

breakfast was fantastic with very friendly waiters

pool not for kids, smaller pool available however not as nice for adults watching over

lovely hospitality, great food, good spa and calm and peaceful beach

we stayed in a ocean view plunge pool room which was never used , it would be great if it was a hot tub instead

and kids are allowed, which also gives a different vibe

we had an incident with the hotel laundry service, which ruined some of our clothes and it took 3 days to get

breakfast buffet, house keeping up to par, laundry service great, all services used were great

the spa was really nice also

kids club doesn t really exsist - 15 minutes once a day by the pool and they are back

handles didn t work well, gym was too small, sargassum, and the earliest restaurant reservation available was

in mexico, but in europe it would barely qualify for a 2 star hotel: there was no hair dryer; no laundry service

liked that the property was next to a golf place and we had a room with trees in front :-)

spa treatments excellent

location if you apreciate a relaxing quite atmosphere breakfast exceeded expectations amazing spa facility next

breakfast was great, i loved that we could request a certain item and it was freshly cooked.

enough parking space. rooms were sunny and bright.

wifi is a problem and only can be connected nearby the lobby.

the breakfast was good

room and excellent breakfast with a good outdoor swimming pool

facility fantastic staff the stay was pleasant the breakfast was fantastic everything was clean staff was

was facing on parking lot, coctails in pool bar were very bad, gentelman in check-in was very very rude, every

to start our room wasn't ready thenow the mini bar was never stocked properly the room had a loud noise that my

we used the spa for a swedish massage, it was amazing

the beach really was incredible, almost no one there, direct view at that beautiful sea from the pool

this hotel offers great service and excellent buffet breakfast. will definitely return!

facilites - laundry, pool

good laundry service is a plus, easy to wash and dry.

i also appreciated the climate control in the room and the ice machine down the hall and the laundry room

we were unable to access the wifi during our stay..

the room is spacious and plenty of parking.

i had laundry service as well with fantastic price and as well i had time to stay close to swimming pool,

wifi is accessible and you can ask the host for recommendations on food, places to go and even

asked us for a guarantee for our pet but there are a group of racoons in the property who come into our room

had a king suite with fully equipped kitchen and large refrigerator for 3 weeks, and it was amazing

pool area is super nice, and definitely enjoyable to all guest

laundry service was super expensive.

are a small number of things that the hacienda still needs to finalise - for example there was no wifi in the

in the jungle near tulum, there are three pools, and a gorgeous green lagoon with bar and food service and

most) private swimming pool in the jungle and the great private cenote (1,5 hour tracking) that was included

is reformed hacienda on an enormous terrain which consists of cenotes, iglesia on top of swimming pool

breakfast buffets is good just the lunch and dinner buffet are no so good as expected needs more or

also there was many people slip on the pool area due to

pool was dirty

great pool area, very good restaurants, great staff. nice rooms

pool volleyball games were great fun and got us talking to other guests

center of everything, excellent pool, 20 meters from the ocean. all was ecellent.

small shallow pool

room cleaning every day was good wish the pool looked a little cleaner maybe it was the rain

the pool is small but nice and refreshing

mosquito nets or laundry service (we stayed there a week so needed both) noisy construction site right next door

we re both normally pretty lightweight, but we had multiple shots of tequila from the hotel bar and were

no in room phone or way to order room service that we could ascertain

tulum center, and the main beach so you have to drive 20 minutes to find a good restaurant or bar or the beach

there was a lack of communication regarding room service and payment

very nice room with huge balcony breakfast included was an added bonus

great breakfast and great food

breakfast service was a little slow, they might have been short staffed, and breakfast options

the rooftop is wonderful, featuring a beautiful pool that makes it an ideal place to relax and enjoy the view

truly wonderful hotel, very excited to come back when the spa is completed

bones breakfast available for $6 usd (great breakfast for same price across the street though) & laundry available

very dated, staff very unhelpful (lost most of my laundry which was incredibly expensive) with no apology

cleanliness, safety, a laundry service in front of hotel, delicious cheap food next door, comitive transport

enough, bathroom was flooded, towels were not in the best condition but okay, and there is a nice laundry place

no lockers, no kitchen and no fridge.

was zero wifi in my room ( #1)

no wifi in the room, too loud outside, felt unsafe, mould everywhere

wifi was a bit patchy

no wifi in room

no complaints ~ smallish pool but i did a daily swim!

only shame is the wifi is weak in the room so if you need a strong connection you need to go to the breakfast

the wifi!