This hotel was previously a Mandarin Oriental hotel and the Blue Diamond Group bought it just 2-3 months-- and the transition is loaded with flaws.We arrived in mid April for an 8 day stay and it was obvious that the property needs proper new management and better concierge services.
The food was average to good -- you don't got to Mexico for the cuisine anyway. The complex is really quite beautiful and the help, for the most part, are extremely friendly.
Minor problems, such as 3 days in a row our room was never cleaned by the maid service and we we would come to a unclean room at 6 or 7 pm, and then having to arrange for the room to be cleaned. Also, we were denied the promised free massage as part of our booking, which is advertised on their website as an incentive to book there.
This hotel is having real problems in booking rooms---;the help told us the average occupancy rate was way under 40% for the past 2 months. For that reason they would change restaurant scheduling, and both restaurants were not always opened each night.
I had booked one of the top of the line, 2 story villas on the beach, with a roof top infinity pool facing the ocean. The unit itself was gorgeous and very clean.
The reason I am suggesting to stay away from this resort, is what happened on our last night.
It rained very heavily in late afternoon and within an hour of the downpour we experienced flooding of water in the villa in 3 places. Water was seeping very heavily under the door which lead up to the roof stairway. Water was flowing in the whole foyer area and we had to grab 8-9 beach towels to try to hold back the water. Simultaneously, we heard water dripping very hard in the middle of the ceiling of the living room area and we had to use the ice bucket to catch the fast dripping water. We had to empty the ice bucket every 15- 20 minutes.
There was a third leak in the bathroom running down the wall.
We called the concierge, he came and saw all the problems but he could do nothing since it kept raining in.
He never even sent in a crew to come in and change the towels that were getting heavily soaked and leaking water all thru the night.
We left the hotel early the next morning for our flight back home.
The hotel had prearranged for our airport transportation back to the airport and they never confirmed to the transportation company to pick us up at 5 AM. We finally got picked up at 6 am and nearly missed our flight home.
I tried for over 2 weeks to contact the hotel manager, Gabriel, to discuss what had happened with the flooding issues and she ignored my calls and emails. I was trying to be fairly refunded for the one night for all the inconveniences caused.
Absurdly, Manager Gabriel finally (12 days later) advised my travel company that the hotel was not going to refund anything and that I should appreciate that my dinner that night was delivered for free, since normally they charge $20 for dinners delivered to guests rooms. Of course, the dinner itself was part of the all inclusive price.
They call this a 5 star resort and I cant believe how poor this situation was handled. I have traveled the world extensively, always stay in 5 star hotels, and can't believe that this is the way a guest could be treated.
I only hope the owners of this resort reads this review so they are aware of how terribly their management treated a guest.
- Official Description (provided by the hotel):
- On the pristine coast of the world famous Riviera Maya, Blue Diamond Riviera Maya is a sanctuary of breathtaking beauty and peace, surrounded by nature mixed with luxury. This exclusive hideaway is set in 36 acres of lush tropical jungle, well manicured gardens and a spectacular palm filled white sandy beaches along the turquoise – colored Caribbean Sea, offering unparalleled pampering and rejuvenation. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Booking.com, World Independent Hotel Promotion, Expedia, LoveHolidays, Odigeo, Hotelopia, Travelbag, Ebookers, Traveltool, S.L.U., TripOnline SA, HotelQuickly and Cancelon so you can book your Blue Diamond Luxury Boutique Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Blue Diamond Luxury Boutique Hotel Mexico/Riviera Maya - Playa Del Carmen