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“Wonderful 40th!”

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Viceroy Riviera Maya
Ranked #14 of 213 Hotels in Playa del Carmen
Certificate of Excellence
Reviewed 22 March 2011

My wife and I and some friends stayed at the Tides in March 2011 and we loved it! I had been there about six years ago when it was called Ikal del Mar. We loved it so much back then that we decided to return for my wife's 40th birthday.
I must say that it continues to impress us. The service, location, and quality of amenities exceed expectations. We had a couple of spa treatments that left us completely stress free! The location on the beach is also very nice, as the sea breeze keeps the climate from being too warm.

  • Stayed: March 2011, travelled as a couple
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Thank GlobalMogul
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 23 March 2011

Dear Mr. Jerrybloom,

It was an honor to have you back with us after such a long time! And also thanks to you and your friends for choosing our jungle retreat in such special ocassion.

I was delighted to read that after several years you where still surprised by our attentive service, our wonderful amenities and most of all by our great staff.

Thank you so much for your review and we will see you here next time!

Sincerely,

Pedro Lara - General Manager
The Tides Riviera Maya

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Reviewed 21 March 2011

We just returned from a 4 night stay at The Tides. All I can say is it was amazing. There is not one thing we would have changed regarding our stay. The staff was second to none and the privacy of the villas was incredible.

The rooms are tucked away in the "jungle" but they are only a short walk to the beach where the Tides offers the perfect beach setting. Breakfast and lunch are served right on the edge of the sand and the dinners are served with fantastic views.

The highlight of the trip was the service. I dont believe we were told "no" to any request our entire stay. Carlos, Manuel, and Emilio at the resort bar were second to none. I felt like we were saying goodby to three good friends on our departure.

We cant wait to return.

  • Stayed: March 2011, travelled as a couple
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Thank 12Travelor12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 22 March 2011

Dear Ms. 12Travelor12

We are delighted to read your wonderful comments about your stay. Carlos, Manuel and Emilio, as well as the rest of the Tides Family are very thankful for your kind words and are eager to have you back to your “Home away from home”

As you mentioned we try to make of every lunch and dinner a different and unique experience, reason why we offer different options and settings; For dinner on diverse nights we have Antojería, BBQ Dinner, Chef´s Table or Contemporanean Night, and for lunch we have daily specials cooked near the pool area this way our guests get to try all different types of our chefs creations during their stay.

Thank you again for you positive feedback and we are looking forward to host you again.

Sincerely,

Pedro Lara - General Manager
The Tides Riviera Maya

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Reviewed 9 March 2011

Just returned from 5 nights at Tides. This is an incredible hotel. It is for people who want to escape. The hotel is built in a jungle; each Villa has its own pool, amazing terrace and outside (as well as inside) shower. The pool and food is also great - but its the staff - nothing they won't do - its all about making their guests feel comfortable. Go - it is worth it -

  • Stayed: March 2011, travelled as a couple
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1  Thank nickgreen1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 17 March 2011

Dear Nickgreen1

I would like to thank you for recommending our magical retreat with the trip advisor community and for the kind words you wrote about us.

As you mentioned everything our staff does is to make our guests feel as if they where home, so there is almost anything that we wouldn’t do for you.

We look forward hosting you again in a near future,

Saludos!

Pedro Lara - General Manager
The Tides Riviera Maya

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Reviewed 6 March 2011

The Tides is a beautiful secluded and private setting. When you arrive, there is no front desk and you feel like you have arrived in the middle of no where. Very nice entrance! The welcoming staff was attentive. However, beware. If you arrive before noon, your room will NOT be ready. We watched this same exercise every day we were there. Our room was not ready for 3 hours. They said they would come get us when it was ready and no one ever came. We had to continually ask. In the meantime, we got a thorough tour of the property and the amenities offered.

Rooms are secluded and romantic. A bit dated and worn after 10 years. Be prepared to live with lots of spiders, bugs and flying things in your room. Part of living in the jungle I guess. This morning a huge possum like animal shared our coffee on the patio. Not too relaxing! Sounds of birds are peaceful and relaxing. Also nice that there are no children and for the most part, people have been respectful for not using their cell phones. A big pet peeve of mine is hotels that charge for wireless. At the Tides, wireless is free and fast! Easy to connect to as well.

Restaurant food is good. Not hot upon delivery but tasty. The staff will prepare most of your requests. I arrived after a slight bout of food poisoning at home and I ask for simple bland food for the first 3 days and they satisfied my needs. However, after the first day, there was no more ginger ale. A simple request that could not be fulfilled. In addition, this morning at breakfast, they were out of grapefruit juice. Strange! Another simple request with no solution provided. No meal has arrived to the table hot. While the service is attentive, it is VERY slow!!! Yes we are on vacation with no pressing matters. The pool service is non existent. Go to the bar yourself for faster service. I certainly don't agree that 15% gratuity is added into every meal. Prices are high for what they are...$16 for a bottle of water or $7 for a can of coke.

They say they offer room cleaning 2 times a day. However, we had to call everyday to have our room made up before 3 PM. Also, be aware of the music on weekends from the neighboring property. Never pointed out from the management when giving us our room and NOT quiet or relaxing.

In general, a BEAUTIFUL propert. Good spa and list of services. Attentive but slow service that is friendly. Not a 5 star stay!

  • Stayed: March 2011, travelled as a couple
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Thank voyageur69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 17 March 2011

Dear Voyageur69,

I hope you had a safe flight back home and also I wanted to let you know that our jungle retreat was pleased to have you staying with us.

Please know that we are committed to providing excellent customer service and are genuinely concerned with each guest’s experience reason why comments such as yours assist us in maintaining our commitment to our guests.

In regards to your villa not being ready, our Check In time is, as most of the hotels, at 3pm. When we have a really high occupancy is very challenging for us to have the villas ready before that time, because as you know the check out time is at 12 and after that we have 3 hours to have them ready for our next guests. But even though it might be difficult, if you let us know in advance that you will be arriving earlier than the check in time we might have your Villa at the time of your arrival.

Once again thank you for all your feedback and we already passed all the comments to our head departments so we can ensure we take proactive steps to avoid similar situations in the future.

Sincerely,

Pedro Lara - General Manager
The Tides Riviera Maya

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Reviewed 2 March 2011

Well, I can't really comment on the cost of a burger as we did the all-inclusive package, and besides, who goes to Mexico for hamburgers?
What I can tell you is that this place is absolutely amazing! If you do your research, understand the type of resort you are going to, and if it’s your thing, you will have an absolutely fantastic trip! Another reviewer called it "Rustic Chic" and that is just spot on! This is going to be a long review, but I feel it’s worth it so people can know exactly what they are in for.
The Villas - you stay in these incredible and VERY private villas with plunge pools, days beds, hammocks, an outdoor shower, and depending on what Villa type, an outdoor sun deck with a few loungers. Inside is a super comfortable bed with incredible sheets, canopy, nice sized bathroom with 2 sinks, indoor shower, dvd and ipod player, big tv, etc. It’s a very private setting, SUPER romantic, and just really unique and special. There can be some mosquitoes, but they provide candles and bug spray. But seriously, it’s the jungle, what do you expect? Not an issue at all, but worth mentioning.
Pool - Once you leave your Villa you meander along this pathway, which at first can be confusing, but once you do it once or twice, it’s easy. It eventually opens up to the pool and restaurant area. The pool is nice sized, has plenty of lounge chairs available, but enough space that it’s impossible to feel that anyone is on top of you. That is a big piece of this place, you never feel like its crowded. The pool is really nice, has a cool shape and has the infinity pool type of feel. If that’s your thing, you will be happy.
Beach - we are beach people so we spent the majority of the trip on the beach and under one of the amazing palapas. There are about 8 or 9 and there always seemed to be enough with all the guests on different schedules. There also a bunch of loungers and chairs along the beach that you can use to. There is always a place to lay your head for sure. Overall the beach is beautiful, clean, and peaceful. You will never get hassled by vendors and we always felt safe if we wanted to leave stuff and go grab a bit or take a walk. Keep in mind that it is a public beach, so there are people walking by, but they are not concerned with you and just enjoying the day.
Ocean - if you have read some of the reviews, some might mention that the ocean itself is much more rocky than sandy, this is true. They do provide reef shoes for you to wear, which you will want to, and then it’s no issue. While a sandy ocean would be better, it really was no big deal. If you were bothered by it, you can walk 150 yards down the beach and there is an all sandy area. They also have a beautiful pier that goes out into the ocean which you can jump off of and use the ladder to get out. So really, there are plenty of ways for you to enjoy the water with or without the rocks being a factor. I thought the rocks actually helped keep the area more peaceful as it would not be an optimal place for people not staying at the resort to hang out.
Hanging Day Beds - right off the sand they have 4 or 5 amazing day beds hanging that are fantastic for late day napping after you spent all day in the sun. Such a treat.
Excursions - We like to stay on the beach mostly during our trips but we did go with their dive master, Pepe, on a snorkeling trip. It was a blast. We went to the Cenotes, these underground fresh water caves and then out to the ocean to swim with the sea turtles. It was a bit pricey for the private trip, but it was a great experience and we felt worth it. Pepe also took us into Playa del Carmen to have lunch at one of his favorite places, so eating what the locals eat was a treat. Pepe was super nice, knowledgeable, and a great guide.
Spa - this is a really unique spa. I would call it more of a ceremony room than your typical spa. It’s not what you would get at the Ritz or Four Seasons, a completely unique experience. Very peaceful. We each got a massage and it was a great treatment. Nothing out of the ordinary, but just a really good massage. The prices were up there, but it’s what you would expect from a nice resort. A little tip is when you are on the beach, if you look to the left there is a couple offering massages on the beach for $45 an hour, and that was absolutely incredible. They do hot stone as part of their treatment, and with the sound of the waves crashing, it was really amazing. Two VERY different experiences, but if you are watching your wallet, it’s a perfect substitute. In fact, had I gone to them first, I might not of gone to the Spa.
Restaurant - Overall the food was pretty good. We did the all-inclusive package for the convenience and since we also heard good things. Like with most places, some stuff was really good, some stuff was ok, but fortunately nothing was bad. We tried everything on the menu more or less and certainly had our favorites and stuff we weren't partial too. They are VERY flexible and will pretty much make whatever you want. We had seviche nearly every day for lunch and it was always fresh and delicious. We also went with the specials as those were usually really good traditional dishes. I cannot really speak about the prices, but I imagine they were your 'standard relatively expensive nice resort' prices. All nice resorts are expensive when it comes to food, it’s just the nature of the beast and should not come as a surprise. One thing we appreciated though was how seriously they took your satisfaction and how accommodating they were. If anything was not to your liking, they would immediately correct it in any way you wanted them too. Also, if they do a special and you want it the next day, as long as they have the ingredients, it’s never a problem. One thing to remember, the resort is not in the center of Playa del Carmen, but a 15 minute or so cab ride. So there are not many dining options in the immediate area.
Service - one thing I want to make clear is that when they refer you having a 'butler,' keep in mind they are not talking about Mr. Belvedere. It’s basically a concierge that will take care of excursions, spa appointments and pretty much anything else, but it’s not like they stand there and wait for you to tell them what to do. There are plenty of other staff that will do the exact same thing if you want, but the Butler greets you when you arrive, takes you on the tour, and gets you settled. Overall the service is really good. As with any resort there will be some staff that are better than others, but for the most part, everyone there made sure you were taken care of and always had exactly what you needed. There were a few that went above and beyond, Donnie for example. But everyone really made sure that all you had to worry about was remembering to put on sun block. They also paid attention to what you liked and didn't like.
The Grounds - absolutely beautiful. The paths through the jungle are really peaceful, there are some iguanas hanging around, once in a while you might see a monkey, and there are all these little nooks if you wanted to go paint, read, sleep, or whatever.

Overall, this place is really quiet, peaceful and romantic. Not really the place to meet other couples to hang out and if you are looking for a "scene" or a place with action, games, etc, this is NOT the place. Not really a place for teenagers either as they will likely be the only ones. If you are looking to celebrate something or get away to relax and escape from whatever it is you want to escape from, this is 100% the place for you.

Feel free to email me if you have any questions, as you can tell, I have a lot of opinions :-)

  • Stayed: February 2011, travelled as a couple
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1  Thank Dizzle56
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 17 March 2011

Dear Ms. Brooklyn,

I am impressed by the detailed review you wrote of our property. Thank you so much for taking the time to write it and for describing in such good detail many of our services, amenities and resort ambiances.

As you mentioned we do have many amenities to pamper our guests such as the cleaning of your sun glasses while you are resting at the beach or even the frozen fruit provided at noon near the pool area to refresh your day.

When you talk about the flexibility of our Food & Beverage department, in fact our Chefs are so creative and they are so concerned with our guest’s experiences that they have even made some special dishes that were not in the Menu nor they had the recipes and it came to a very pleasant and tasty result to the guests who requested it.

Also I wanted to thank you for your comments about Pepe, our Scuba Diving Master I already passed your comments to him. He has been working with the Hotel for quite a Long Time and he is indeed great at what he does.

Whenever you decide to come back to our jungle retreat do not hesitate in contacting me.

Best regards from the Riviera Maya!

Pedro Lara – General Manager
The Tides Riviera Maya

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Reviewed 26 February 2011

My wife and I stayed here at the end of a trip during which we explored a number of Mayan ruins. After playing Indiana Jones, it was the perfect place to relax and to enjoy the company of your spouse or partner.

The grounds are gorgeous--basically, you are living in a lush jungle complete with spider monkees. The rooms are separate detached units with plunge pools providing extraordinary privacy. We booked a Saasil Villa---which have even more seclusion than the others and we think it was worth it--it just seemed more remote since it was farther off the main pathways. I am sure the other villas are fine too but we liked being tucked away. There do not appear to be any waterfront units but this is more than made up for by the privacy of each of the unit's little compounds.

The service was great for breakfast, lunch, and anything beach-related, whether it was drinks or just to move your lounger. Many of the staff have earphones and communicate frequently so that they can run to help you--the culture is of the staff is to anticipate your needs rather than react to them--and they really succeed. The staff members all know your name and by the time you check out, you realize that you are truly going to miss these fine people.

The only area where there some bumps in the road service-wise were some of the dinner services--of the four nights we dined there, the service on one night mirrored all of the other perfect service we received at other meals and on the beach. The other three nights, the dinner service was a little off--the delays between courses were a little long ( too long to make personal preference the issue) and it did take a while one night to get our order in. This is the ONLY reason the Tides is getting a four star rating from me and not a five star rating, Everything else was so perfect that maybe the bumpy dinner service stood out more. In any event, the service at the Tides is generally so excellent that I would tell you not let my comments concerning dinner service dissuade you from staying here. On the contrary, it would be a mistake not to stay at the Tides.

We found the all-inclusive Mayan Indulgence package to be a good value for us since we like to enjoy good food and drink--something in which the Tides specializes. The duck confit I had one night was better than what I have had in Paris and the ceviche was glorious. Heck, even the hamburger was darned good!

We had also considered staying at the Banyan Tree, Mandarin Oriental, and Grand Velas and had the opportunity to walk by them and view them from the beach. I assume that the service and cuisine at these resorts is great and the accomodations are lovely so I will only speak to their architecture--a matter of personal preference. For me, the architecture of the Banyon Tree and Mandarin that I observed did not give me that "I am in Mexico" feel like the Tides did. The Grand Velas did give off that Mexican or Latin vibe . It was much, much larger than the Tides--albeit very lovely with a great stretch of beach. In the end, the Tides was the right place for us since it was beautiful, romantic, and its design made us feel like we were in Mexico. We really liked its boutique feel as well as tthe other attributes described above. I wish I were there right now.

  • Stayed: February 2011, travelled as a couple
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2  Thank BigBrion
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 16 March 2011

Dear Mr. BigBrion,

We also wish you were here! Enjoying the great weather, canopy beds and some delicious drinks.

I am pleased to read that you had an incredible yet relaxing time at our jungle retreat. As you mentioned we pride ourselves to be a very exclusive, romantic and secluded get away for couples that want to reconnect with each other and relax while doing it, so I am proud to see that once again we succeeded!

On regards to your feedback in the restaurant, I truly appreciate it, since it is only with your comments that we can excel our service. We are verifying our standards to ensure a more efficient way to deliver meals in a timely manner.

Also you mentioned our Mayan Indulgence option which is great, because even though we are a European plan resort, this package allows you to have an all inclusive package with the difference that you get to order a la carte in all your meals, and you have all national beverages included, this way you don’t have to worry about anything but relaxing and ordering anything you would like from our menu.

The entire Tides Riviera Maya family is looking forward your next visit to our resort. Meanwhile enjoy your city, and think about us!

Saludos

Pedro Lara – General Manager
The Tides Riviera Maya

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Reviewed 21 February 2011

My mother and I had made hair appointments for my wedding’s rehearsal dinner in November (the event was in February) and when we showed up at our appointment time (which we had confirmed the week prior) we were told “Oh, hi, your hair stylists aren’t coming today.” That was it. No apologies, nothing. When we asked whether there was anyone else who could do our hair the woman said she could see about someone coming from some salon but she wasn’t sure. It was not clear why she hadn’t made any attempts to contact us or reach out to other stylists prior to us showing up but she was totally unsympathetic to the importance of the event we were attending or trying to find a solution.

In the next 5 minutes, it became apparent that the hotel doesn’t rely on specific stylists for their customers when she started calling other hotels in the area to see if they had anyone on staff who could come by the hotel. She even called the hotel where we were staying which doesn’t have a spa or salon. It turns out the Tides outsources their stylists and service providers (with apparently little-to-no discretion) so it's the equivalent of stepping into any downtown Playa salon but with a higher price tag.

Wanted to put this out there for any future Riviera Maya brides or anyone who is looking for spa services during their stay. I would schedule elsewhere.

Stayed: February 2011
Thank vanessam714
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TRMManagement, General Manager at Viceroy Riviera Maya, responded to this reviewResponded 16 March 2011

Dear Ms.

First I would like to apologize for the inconvenience that you went through on such special occasion.

As you mentioned we do outsource our hair stylists because we prefer to have the best stylists of the Area to offer to our guests, unfortunately on this occasion our stylist had a car accident minutes prior to your appointment, situation that we could not control at the moment, and even though we tried to contact other recommended stylists, any of them could make it on time for you to be able to get to your rehearsal dinner since it was an hour after your appointment.

I know that you experienced an unpleasant situation at our resort, as my assistant talked to you and apologized for the inconvenience. And I assure you that the lesson was very well learned, this has never happened before, but from now own we always have a backup plan to assure that this inconvenient will not happen to you or any of our future guests.

Thank you for your feedback and once again I apologize for the inconvenience that you had to go through.

Sincerely,

Pedro Lara – General Manager
The Tides Riviera Maya

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Additional Information about Viceroy Riviera Maya

Address: Playa Xcalacoco Frac 7, Playa del Carmen 77710, Mexico (Formerly The Tides Riviera Maya)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Swimming Pool
Hotel Style:
#9 Top resorts Hotel in Playa del Carmen
#9 Spa Hotel in Playa del Carmen
#12 Luxury Hotel in Playa del Carmen
#12 On the Beach Hotel in Playa del Carmen
#23 Romantic Hotel in Playa del Carmen
Price Range: £363 - £1,153 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Viceroy Riviera Maya 5*
Number of rooms: 41
Official Description (provided by the hotel):
Located just 35 minutes from Cancun International Airport and three miles from popular Playa del Carmen, Viceroy Riviera Maya is a serene hideaway set on the turquoise Caribbean amid a lush jungle ambiance. As Riviera Maya’s #1 resort in Conde Nast Traveler’s 2011 Readers’ Choice Awards, Viceroy offers world-class amenities, personalized pampering, exquisitely appointed villa accommodations with private patio and plunge pool, refined Mexican cuisine accented with international touches at La Marea and Mexican-Mediterranean fare at the seaside Coral Grill. Mayan influences abound, from the Mayan Blessing performed on arrival by the resort’s Shaman to the Mayan healing techniques offered at the award-winning spa. A Lagoon Pool, private pier, fitness center and traditional temazcal sweatlodge are among the resort’s many other pleasures. ... more   less 
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Also Known As:
Viceroy Riviera Maya Hotel Playa Del Carmen
Tides Riviera Maya Hotel
Tides Riviera Maya Resort
Ikal Del Mar
Viceroy Riviera Maya Mexico - Playa Del Carmen

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