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“Most Relaxing Vacation with Young Kids EVER!”
Review of Hacienda Tres Rios

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Hacienda Tres Rios
Ranked #63 of 214 Hotels in Playa del Carmen
Certificate of Excellence
Kelowna, Canada
Level Contributor
43 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Most Relaxing Vacation with Young Kids EVER!”
Reviewed 18 February 2010

Hi! We had a wonderful time. The food was amazing. Service was great. Pools were beautiful. The kayaking and snorkelling were alot of fun. The Senses Adenture was a spiritually moving event. 7 course Chef's Dinner was a truly unique experience. Excellent food - no cattle call here. Quiet resort. No night life at all but after a day in the sun, we were okay with that. Girls loved the kids Club - begged to go every day. Had massages in Playa Del Carmen for $30 versus $130US at resort. Italian/Japanese was slow and overcooked. The Grill by the pool was our best meal. Loved it all! would go back in a heartbeat. Beach was not for swimming - lots of sludgey stuff and rocky. Better to go into Playa for the beach. The cabanas though were wonderful for reading/relaxing. Don't go if you want to party, have a 'authentic Mexican' experience - ie it's coiffed or want to swim in the ocean alot. Go if you want to relax, have safe good food and a break from the kids.

  • Stayed February 2010, travelled with family
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4 Thank pamcake1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Fredericton
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 17 February 2010

The setting is spectacular, food is very good, four poster beds on the beach with service (beach girl Angelica was great). It is set on 325 acres of natural jungle with three rivers on the property emptying into the sea, great kayaking. Staff were very good well trained, good chef, and top shelf drinks. I have been to Cuba and the DR this is the place to go south. We did a time share presentation which is turning out to be more of a problem then it was worth. We were offer a free massage and manicure along with a couple of other items. At check out the $175.00 massage showed up on the bill, it was not the way I had intended to spend my last morning trying to straighten out the bill. We have since returned home and have been invoiced $49.00 for the manicure. It may seem like small stuff but it not the way to finish a vacation, I was planning a return trip here as we go south every year however I don't like being taken on a "bait and switch", if you are going to do a timeshare presentation for 2 hours of my time the hotel should honor the cetificate that were issued.

Note to the Chef Oscar, loved all the food, a la carte, room service, buffet, beach buffet, great presentation, taste, very satisfying. One note that may help for the future is the fries at the outdoor grill were cold everyday, not sure if there is a solution thought I would mention it.

Note to management, loved the onsite bike tour however your bikes are in desparate need of upkeep.

We walked the beach for a couple of miles, this place is better than any other resort we saw.

  • Stayed February 2010, travelled as a couple
    • Value
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Helpful?
5 Thank digger17nfld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Seattle
Level Contributor
27 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 16 February 2010

I came to this resort with my sister for a week of relaxation and fun. From the moment we stepped out of the shuttle, our stay was out of this world. Our luggage was taken inside by Francisco, who throughout our entire stay was gracious and kind. We were checked in efficiently and quickly by Vanesa and given a welcome "Green Drink"--a concoction of juices that was delicious!

Our room was beautiful. Exceptionally clean and comfortable with a lovely view of the ocean and grounds. They have a touch screen system for ordering room service, etc that Francisco explained was not working correctly, but in no way hindered our stay--the phone worked just fine! Housekeeping was consistent, efficient and timely.

The food was outstanding. I'm not quite sure where some of these other travelers that did not like the food were eating but it definitely wasn't the same place we were! Chef Oscar Orbe has created a menu throughout the resort that touches on every taste imaginable. The presentation was impeccable and the taste outstanding. Samuel, who I presume is a restaurant manager, was at every meal we had and made sure everything was perfect. We didn't even need menus after a few days because he sent out what he thought we would like and he was always spot on.

For lighter fare or more "Americanized" food, there was the Hacienda Grill and Pizza Bar. We ate here during the day and the staff were wonderful--especially Jorge at the Pizza Bar. When we were hanging out on our beach beds on the ocean, Angelica was our server and she was friendly, funny and really made our stay enjoyable. And, 24 hour room service....wow! Never a time when there wasn't food or drink available.

The activities are great (and included). We did the Jaguar tour which involved snorkeling down the cenotes and kayaking. Our tour guide, Andy, was great. He was well versed on the property and fun to be around. This was one of the highlights of my stay there. Nightlife activities included Casino Night, Karaoke and Fire shows. Tony, Miguel and Gina were all on hand for these events and made the experience even better.

We spent a lot of time in the Victory Sports Bar where we had excellent service (and fun to hang out with) people--Martin and Gabriel, to name a couple.

Again, I can't emphasize how great the staff is here. I asked if there was something in the water because I have never stayed somewhere where ALL of the staff seems genuinely happy to have you there. Make sure you tip the staff. Although the "All Inclusive" says tips are included, do yourself (and the amazing staff) a favor and TIP!!

The spa was nice--my sister and I both had a treatment done. The prices are a bit more than what we would generally pay in Seattle, but it was a moot point considering where we were! It was well worth it.

As for the time share sales push--it is intense--but I only had to tell the concierge one time that I was not interested in pursuing that and was left alone. I think if you just go down when they call you and do not accept any of their "freebies" you will be fine--just remember that this is your trip and going to the presentation is not "required" for your stay.

All in all--best trip ever!!!!! Thank you Hacienda Tres Rios for an amazing experience.

  • Stayed February 2010
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
9 Thank keseygirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New Haven, Connecticut
Level Contributor
26 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed 11 February 2010

Let me admit something from the start: We’re spoiled! We have been to Royal Hideaway 9 times, Secrets Capri twice, and the Royal in Cancun once (as well as 3 visits to a wonderful non-all-inclusive, Le Meridien Cancun). All three of these all-inclusives are certainly recognized as among the finest in the Yucatan. Obviously, we love Royal Hideaway!!!
This year, given the economy, we opted for something a bit less costly and having done a fair amount of research (primarily on TA) and the availability of some very attractive rates, we opted for HTR. The bottom line: we were definitely not disappointed. While the physical plant is certainly attractive and well maintained (albeit not as opulent as the three AI resorts noted above), what really shines is the staff. Without question, they are unfailingly polite, well intentioned and attentive, and all seem dedicated to making your stay as enjoyable as possible. Oscar, the executive chef, has been mentioned in many of the reviews, and nothing that has been written about him is the least bit exaggerated. Not only does he provide top-notch cuisine, but he seems to work 36 hour days and is never, ever without a smile on his face. One morning, we actually saw him bringing an elderly couple’s suitcases into the lobby for check out! It is almost impossible to describe just what he adds to the experience. Frankly, knowing that he would be here would be reason enough to return! The assistant food and beverage manager, Samuel, was also omnipresent and never less than 150% committed to providing guests with the best service. Carlos, a headwaiter, recognized us at almost every dining venue and never failed to treat us as if we were the only guests. We’d also like to single out several servers: Carlos at the pool, Gregorio, “Ricky Martin,” Miguel, and so many others who added to our enjoyment.

As real foodies, we rated the dining experiences to be among the best we have ever encountered at a resort. If there is one failing that is consistent in the restaurants, it is the less than accurate translations of the dishes into English. If someone is not a fan of sophisticated preparations, I can see where they would not be thrilled with the food, especially if they tried to figure out what some of the dishes are based on the “Spanglish” translations! That being acknowledged, we loved the food and would return solely for that reason. Not to be missed is the 7 course chef’s tasting dinner, personally overseen by Chef Oscar in the brightly lit kitchen area adjacent to the prep station. You are required to purchase a somewhat overpriced bottle of wine, but even with that, it was a major bargain and a wonderful experience.

One of the things that continually amazed us was that lack of any sense of feeling crowded. This was the first time we have been at an all inclusive (or for that matter, on a cruise) where we did not have to hurry down to the pool to secure lounge chairs. At no time during our weeklong stay was there ever a crowd by either of the pools or on the beach. even though the hotel was full during the last 4 days. The pools were gorgeous and very well laid out. Echoing several other reviewers, while the beach itself was perfectly fine, the water was not very inviting, generally full of vegetation. For us, it was a non-issue, as we were very happy to spend our days at the pool.

There were a few downsides that bear mentioning. In several prior reviews, the heavy handed timeshare sales efforts have been mentioned, and there is no question that they really do push sales. When we checked in, I made it clear that we had no interest in buying and assumed that we would not be contacted. I was wrong – at 8:45 on the second morning, we did receive a call but declined the presentation. Having spoken to several other guests, it is clear that HTR has one of the most aggressive timeshare sales programs and while I do understand that it is an integral part of their marketing, it really does detract from its goal to be a world class resort. Several couples we met were actually very upset by how they were treated in the whole timeshare sales process. Some people we spoke with were told that if they did not buy now, they would not be able to return next year (as only owners would be welcomed). Others were shown units “just like the ones that Michael Jordan and the President of Mexico bought.” Obviously, no verification for these claims was available! As we sat around the pool, the primary topic of discussion was who got through the timeshare pitch “unscathed.” We encountered several couples who said they would not return to HTR because of their treatment in the timeshare sales process. In my opinion, it would be a shame if a guest’s lingering memories of their stay was the timeshare interrogation, not the quality of the staff and the facility. My advice to management: Take it down a notch! When a guest says “no,” that should be respected without qualification.

Other negatives worth noting:
· The air conditioning in the room was, at best, erratic. On some days, we could not get the temperature lower than 74 degrees. On others, we awoke to 66 degree temperatures! To the staff’s credit, as a temporary resolution, they brought in a bedside fan when we could not adequately cool down the room. Many thanks to Hector, the very able concierge, for assisting us in this issue.
· The wi-fi was inconsistent almost every day and absolutely unusable during our last day and a half. To those of us that have businesses or family that rely on our ability to communicate, even during vacations, this is a significant problem. Again, this has been chronicled in several other posts.
· The “Ice” system (touch screen, in-room resort info) did not work for the entire time we were there.
· As previously noted, the hair dryers in the room are absolutely useless. Be sure to bring your own if you require one. Also, if you have the requisite number of electronic “toys” that need charging (a couple of cell phones, a laptop, camera, etc.), bring some multiple outlets, as there are not a lot of really accessible outlets in the room.
· Entertainment and activities are, at best, so-so, and with the lack of the “Ice” system, I think that the dispersal of information regarding activities was hampered.
· Spa treatments are absurdly expensive. 55 minute massages range from $120 - $140. Even the spa Le Meridien in Cancun was significantly less costly. Don’t be afraid to ask about discounts, as there are a variety available. This being acknowledged, the massages my wife and I had were absolutely wonderful.
· The fitness center is adequate, but unless you are prepared to get up early in the morning, there are no exercise classes or aquatic classes during what could be termed “civilized” hours!

If you are seeking a vacation rife with nightlife, shopping, etc., HTR is probably not the best choice. A cab ride into Playa del Carmen is approximately $25 round trip, so frequent jaunts into town are just not practical. If, on the other hand, you are looking for a place to just relax and recharge, be treated amazingly well, and enjoy really wonderful food and service, there is very little not to like. The graciousness even extended to check out. As we had a late flight, we were able to stay until 2:30, well past the 11:00 check out time. A simple request to Hector at the concierge desk provided us with an empty suite at 2:00 so we could shower and dress prior to leaving.

In summary, keep your distance from the time share folks and enjoy a simply wonderful vacation!

  • Stayed February 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
13 Thank lsnhc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hiawassee, Georgia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 10 February 2010

My wife and I needed 3 days of peace, pampering and perfection. Hacienda Tres Rios was just what the Doctor ordered! This was our third stay in the first year of the resort's life. From the moment we arrived and were greeted by Jesus, "Welcome Home", ushered to the front desk and in our room in under 15 minutes, we could easily see why HTR was voted in the Top 10! Then off to lunch at the grill, great food, great service. Chef Oscar has his staff ready to serve and eager to please. The afternoon on a beach bed, with wonderful service from Angelica. A short stay in the hot-tub and the off to a fantastic oriental experience for dinner. Alfredo was their to greet us and treat us like royalty. Food was extraordinary. After dinner, we headed to the bar in the international buffet, where Trefelio, created the best cappuccino martini my wife had ever tasted. On to the sports bar for Karaoke. Entertainment Director "Dr. Hector", has something happening all the time. Senior Samuel, is always there at the restaurants to insure a great experience for all. We loved all the varieties, Italian, Oriental, the Grill, but , my personal favorite is breakfast at the international buffet. Each morning we were greeted with a big smile and "Buenas Dias " by Gregorio and had a wonderful selection of items to choose from. During our stay we had numerous conversations with other guests about their stay and other resorts they had visited. While we all agreed that each resort has its pluses and minuses, we discovered one theme about HTR that was re-occurring. The property is just the right size, the location in a 300 acre preserve eco-friendly area is perfect. The rooms, pools and amenities are accessible even when the property is full. The food selection offers something for everyone. And yes they are still working on the beach area, but overall this is a true 5 Star property. The big difference between HTR and any other Maya resort are the PEOPLE ! When that terrible moment of having to head back to the airport and the real world, Michael left us with" See you when you come back home". We already miss our HTR family and do look forward to returning again soon.

  • Stayed February 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank MountainDude
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NY
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 9 February 2010

1.31-2.06.2010
We R very - very happy and book next trip to Tres Rios

  • Stayed February 2010, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank dphoto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Missouri
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed 9 February 2010

A beautiful resort with plenty of room at the pool and restaurants. The front desk kept saying the hotel was full but my husband and I didn't see any evidence of it! We never had to worry about finding a pool chair. The best part for us was not having to wait in the stupid reservation line every morning for the speciality restaurants. We just showed up whenever, wherever and had great food!

Food: We didn't feel like the buffet food was ever hot. They had a great deal of variety but the warming lights just kept it warm - not steaming. We feel like they need steaming trays under the food. We always found something we liked.
Our favorite was Asian night and the Hacienda Grill by the pool. They are EXCELLENT. The upstairs mexican restaurant has steak that melts in your mouth too!

Entertainment: The hotel doesn't have a bunch of young staffers running around blowing whistles and making people take shots. It was quiet and relaxing. There were nightly shows - the Fire show is the best.

The hotel management is wonderful and very helpful. They treat their staff very well. Each night the waiters would have a team meeting and then put their hands in the middle of a circle and chant to "pump them up" before their shift.
Please get to know your waiter at the pool, the towel girl, the waiter who serves your food. They are very nice and want to please you. We tipped every day. A dollar goes a long way. What's $50-$75 in weekly tips after you have spent thousands on your trip? You'll get better service and get to practice your spanish.
I didn't like the hair dryers in the rooms. Wierd and techno looking and didn't dry very well or fast. I strongly recommend bringing one from home.

Extras: Sign up for the bicycle tour of the property. It is easy and informative. Everyone looks great in a helmet!
Wade in the cenotes. Beautiful and clear. Its easy to kayak up stream. There are cool looking red crabs along the way.

  • Stayed February 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
10 Thank luv2sun4tans
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hacienda Tres Rios

Property: Hacienda Tres Rios
Address: Carretera Cancun-Tulum, Km. 54, Playa del Carmen 77760, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#35 Top resorts Hotel in Playa del Carmen
#38 Family Hotel in Playa del Carmen
#43 Spa Hotel in Playa del Carmen
#43 Luxury Hotel in Playa del Carmen
#47 On the Beach Hotel in Playa del Carmen
#48 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Hacienda Tres Rios 4.5*
Number of rooms: 273
Official Description (provided by the hotel):
Enjoy and relax in a sustainable tourism luxury development in the Mexican Caribbean, our Spa & Nature Park make it the perfect spot for relaxing while your younger and more adventurous companions explore the beauty of the Riviera Maya within a safe environment such as this award-winning eco-luxury hotel integrated within Tres Ríos Nature Park. Be part of a paradise designed to restore and preserve the natural landscape without sacrificing the comforts and amenities of a five star all-inclusive hotel. ... more   less 
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Also Known As:
Hacienda Tres Rios Hotel Playa Del Carmen
Hacienda Tres Rios Mexico/Riviera Maya - Playa Del Carmen

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