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Valentin Imperial Riviera Maya
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Reviews (12,755)
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9,077
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5,595 - 5,600 of 12,755 reviews
Reviewed 3 June 2014 via mobile

My husband and I stayed here from May 24-31, we were celebrating our 1st anniversary. Rooms were very nice. Food and drinks amazimg! Staff was excellent! I have a complaint about the dress code for men, being on vacation one should be able to wear nice shorts to dinner if they choose. Some of the places to eat were really warm and my husband was so hot he couldn't eat. We stayed at a Secrets resort and there wasn't as strict of a dress code, men could wear shorts as long as they were not beach like shorts. For anyone going here make sure u pay attention to dress code because they will turn u away. Also wish there was more evening activities besides the sports bar, maybe a night club would have been nice. Also the beach is very rocky unless u go over to the left. Overall nice resort.

Stayed: May 2014, travelled as a couple
Thank candice w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
F T, Director de Relaciones con Clientes at Valentin Imperial Riviera Maya, responded to this reviewResponded 5 June 2014

Dear Candice ,

Thank you for having chosen our resort for your recent vacation and for such a special occasion as your 1st Anniversary was.

On the other hand we are sorry to know that the dress code provided was not the adequate to complete your requirements. We have implemented a dress code to create an elegant ambience in most of our restaurants. We have air condition units in our restaurants so that our guests are comfortable when wearing formal attire. Please accept our apologies for any inconvenience it may have caused during your stay.

Despite the issue you mentioned , we are pleased to learn that your stay at Valentin Imperial Maya met most of your expectations and hope to be able to host you many more times in the future.

Kind regards,

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Reviewed 3 June 2014

Travelled for our 7yr anniversary to this hotel, first timers. We read a lot on trip advisor before even selecting this hotel. We travel 1-2x a year, and weve been around the carribean.
VIM far surpassed all our expectations.
We upgraded to the emerald suite. Super nice, very romantic. Especially when the tub is full lol ;) well worth the upgrade for us, as we like to spend a lot of "couple time" in our room.
Every.single.thing.we.ate was DELICIOUS. We are fans of fine dining here, but wow. Very very impressed. Everything was delicious, from the "casual" mar and tierra, to the french where we had VIP service on account of a certain attire problem which was rectified 100%, to the 4am room service. all free by the way!! well, you should tip right.... everything was delicious. no word of a lie, between the food, and non stop drinks, i gained 5lbs in 5days.
drinks were great. if you want something, ask for it, they will make it. oh and theres no cheapy plastic little cups here. very nice glasses. dont even bother bringing your thermal mug.
we thought before going that there would be more of an older population, were surprised to see a lot of younger couples. we didnt mind as a couple in our early 30s it was nice to make some friends.
staff all went above and beyond to make you happy. in every way.
beach was beautiful white super soft sand, like varadero. but water was rough. strong swimmers only. every day was a red flag day except bw the sandbar which was yellow, but still rough. we went in twice to feed the fish - a must do if you like that kinda stuff. so nice to see them all come out for bananas :)
spent most of our time in the pool. HUGE pool. we stayed mostly on the quiet side. was clean most days, but one day it got grubby and my hubby made a comment casually to a staff member. half hr later the manager was there taking a report and the next day they did a pro job cleaning up the pool. impressive.
only did one excursion.... as it was our anniversary and we have 2 babies at home and havent had free time to ourselves in 4yrs.... not even one night! we both are advid snorkellers, so we decided to do xel-ha. yeah, it was fun. but the reef is dead. we estimated that there were about 1000 people through the doors each day. yeah, that is to be expected i guess. we had fun though and walked an easy 10km through the park that day. very sad to see the manatees and dolphins. sorry people..... we dont support that. was very sad to see a dolphin trying to escape as we were leaving.... in fact, we wont return to xel ha just bc its a dead bay and wont support the exploitation any more. we enjoyed that VIM supported the reporduction of sea turtles. impressive considering many caribbean neighbours eat turtles regularily as delicasy.
the grounds of VIM are gorgeous. there is a golf cart service, but we only used it a few times. walk people!!!
cant say enough good thigns about this hotel. we will definately be going back. really made an impression on us.
definately a 5 star hotel, 5 star service, 5 star food.

Room Tip: stayed in 14 block. perfect location!!!!
  • Stayed: May 2014, travelled as a couple
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3  Thank anna_roldan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
F T, Director de Relaciones con Clientes at Valentin Imperial Riviera Maya, responded to this reviewResponded 5 June 2014

Dear Anna from Toronto, Canadá

It's a pleasure to know that you spend a beautiful vacation with us and mostly if was such an special ocassion as your 7 year Anniversary! congratulations!

Your comments made us so happy and so proud to work in this little piece of Paradise.

Valentin Imperial Maya is waiting for your return.

Sincerely,

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Reviewed 3 June 2014

This resort is amazing! Just returned on 6/1. The grounds are beautiful and lush and immaculately manicured daily. Clean and the most kind employees. My favorite part of this resort is the beach! Beautiful white sand and clear water and you could see friendly fish just a few feet into it! Barely any seaweed on the beach and such nice soft sand to walk on into the ocean. Have been to Punta Cana, Costa Rica,Jamaica,Bahamas and this beach is on par with Negril,Jamaica in my view. Never have to wait to get into a restaurant; so nice not to have to make reservations except for the Hibachi. The food is good; our favorite was the French restaurant then the Hibachi and Steak and Sea Food. The morning and lunch buffets were great and the desserts where do I begin?!!!!!!!! AMAZING! 24hr. room service too that was really good and timely. The pool was huge and so nice to have rafts to float on. Yes we did the towel thing early 630-7AM to get a spot on the beach. Great drinks and I am a fan of Grey Goose which you only had to ask for. Enjoyed the tequila tasting event. Unfortunately we only had 1 day of rain out of 7 but it was the night of the fire show that we were so looking forward to and they moved it inside with neon lights just not the same. Michael Jackson show and Caribbean show nice. Lots of walkways to everything. We did one excursion on a boat ride; but really no need to do anything they have activities all day or not do anything all day!!!!!!!! We stayed in a Silver Suite building 2 and really liked this location close to everything beach (find the short cut) restaurants,pool and main plaza. Room did have a musty smell took some stick ups but really did not help. I would definitely return to this resort; we had 9 in our party ages 55-62; we all enjoyed this resort!

Room Tip: Building 2 Silver Suite was nice; tried for 3rd floor because of noise situation we had read about but got on 2nd floor noise was not so bad.
  • Stayed: May 2014, travelled with friends
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Thank mriamy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
F T, Customer Care at Valentin Imperial Riviera Maya, responded to this reviewResponded 5 June 2014

Dear mriamy,

Many thanks for sharing your experiences with future travelers, we enjoyed reading your feedback and are happy you had a great vacation at VIM.

We truly appreciate your comments since this help us to improve our service levels and product. We hope that despite of this situation they afford us the opportunity to serve them again at the Valentin Imperial Maya.

Warm regards from the VIM,

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Reviewed 2 June 2014

So here we went again visit number six to the Valentin Imperial Maya. If you read our 2013 fall review “Consistent Excellence” of the Valentin you will get an idea of why we are consistently returning to this same resort. Therefore I will only focus here on the observations we made during our recent visit.
In early May during our visit the Valentin was fully occupied, I only know this because I ask. The restaurants, bars, pool, beach, and other amenities appeared to be designed for 100% occupancy. The fact that the Valentin was full had no negative impact on our visit and on a positive note provided additional folks to meet.
Pool music has been improved to a more multinational mix. The GO entertainment staff has enhanced its performances and continues to get willing guest involved in the many sports and games. The landscaping has always been impressive however the wife and I both thought that the landscaping was exceptional over all of the property.
The Valentin’s cuisine has always been very good; the consensus of our group is that the dining experience in general was exceptional on this visit. Wireless is now in every room, I guess this is good for some folks but I don’t go to the Valentin to get connected, I am mostly looking to disconnect for a relaxing fun filled vacation.
So bottom line all that we like about the Valentin stayed the same or was improved. Looks like number seven will be later this summer see you there.

  • Stayed: May 2014, travelled with friends
    • Value
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3  Thank robw737
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
F T, Director de Relaciones con Clientes at Valentin Imperial Riviera Maya, responded to this reviewResponded 3 June 2014

Dear Rob ,

Thank you for such wonderful comments regarding your 6th visit at our VIM.

It brings us great pleasure to read reviews such as yours. We truly appreciate the feedback of your experiences and we are very happy to hear that we were able to surpass all expectations once again .

We look forward in welcoming you back for your 7th visit this summer .

Please do not hesitate to contact us with any requests you may have.

E mail : customercare@valentinmaya.com

Wishing you all the best,

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Reviewed 2 June 2014

My wife & I spent almost 2 weeks at VIM at the end of March / early April of this year. Overall we were both very pleased with the resort, plan on returning, & would recommend it to our friends.

We landed on an early flight & arrived at the hotel by 10am, our room was not ready but the staff were very accommodating getting us checked in, to the change room to get into our pool/beach wear, and storing our luggage until our room was ready. We took a walk around the resort to see as much as we could before settling in at one of the pool bars to swim, have a cocktail, & wait for our room. Here's where we found the first thing at the resort we found unacceptable, that is over half of the chairs at the tables around the bar had either broken seatpans, armrests, or both. For a 5 star resort this shouldn't happen, broken furniture needs to be replaced ASAP, not left in the conditions that these were for an obviously extended period. Our room (a Golden Swim Out) was available at the time we were told it would be, and a golf cart was waiting at the lobby to take us & our luggage to our room. The rooms was clean, well appointed, but a little dated (tube style TV in the sitting area / living room, would be better if it was removed all together). Bathroom was very nice, minibar was well stocked, private patio & swim up was fantastic, fairly large and grassy with 2 lounge chairs (teak with nice material padding on top) and a table and sitting chair. Here again though 2 of the 4 chairs were broken with an arm rest broken off one of the dining chairs and a support slat (allows the chair to be set at a specific angle of recline) broken on one of the loungers. We didn't bother complaining about this as it seemed to be the way it is at this resort, lots of broken furniture, but just made the best of it.

It is advertised that there are 2 bars at the "Lazy River" pool where all of the swim up suites are located (about 150 rooms in total around this pool) however one was closed and completely removed, the one between building 6 & 7. This did make it difficult to get a drink at times as there was only 1 staff member delivering drinks around this entire pool (about 400 meters long) and 1 bartender making them. There were days where we only had drink services once for the entire day. No problem walking to get a drink but with only 1 bartender there were times where there was up to a 10 minute wait, again not acceptable for a 5 star resort. I wouldn't fault the staff as they were doing the best they could, but fault management for understaffing this section of the resort. Also this bar was frequently poorly stocked and if there ran out of a specific liquor the staff made no effort to get another bottle, simply told you to order something else. One day I did call the main desk to complain after Grey Goose was not restocked for a second straight day, it was stocked within 30 minutes. I will fault the bar staff for this as they should have been more pro-active in getting the bar fully stocked. We spent most of our time at this pool versus the larger party pool in the middle of the resort, however when we did go to the other pool very good service with lots of staff so minimal wait for anything you need. Lots of pool floats at both pools. Yes we did see lots of people playing "the chair game" but it was not an issue for us as we had a swim out suite (the main reason we get them).

The grounds themselves are beautiful and spacious. Think a large plantation style property. The buildings are not jammed together and there is lots of lush greenery surrounding the resort. Be aware that you will be walking here, it's about a 10 minute walk from the beach to the lobby. There are golf cart shuttles but I cannot comment on how effective they are for getting around the resort as we just didn't use them. Both my wife & I agreed that VIM is the nicest resort based on the design and layout that we have been too, we both love all the wildlife you can see all through the grounds. The staff do an amazing job of upkeep and everything always looked stunning while we were there. The beach was the nicest we have been to in the Mayan Riviera, by far, though you would need to be a fairly strong swimmer as it was pretty choppy with waves & currents at times.

We both found the food very good, so good we both felt comfortable eating streak tartar and sushi throughout the week. No significant issues with stomach problems or GI problems. Good selection of food, 2 buffets for breakfast & lunch both offering buffet standards and cooked to order food. At times it was a bit difficult ordering drinks due to us not speaking Spanish and the staff not knowing the names of various cocktails in English. Not the end of the universe as you can figure out pretty quickly if someone doesn't know what you are asking for, so you either change your order or roll with it & see what arrives. Dinner is only a la carte with multiple restaurants to serve you. That being said if you arrive after 6:45pm be prepared to wait over an hour to get a table, when several empty tables can be seen. One night at the Japanese restaurant we were told that there were not tables ready, sat & waited for 20 minutes staring at empty tables, then got pissed off and just walked over to an empty table. Before we could seat ourselves the staff came running up and offered to seat us at the empty table we had walked up to. When asked why we were made to wait we were told the table wasn't actually ready... well it had glasses, cutlery, et al on it and nothing else was brought out to be added to it after we were seated nor did we find anything missing from the table. We asked to speak to the manager who appeared 45 minutes later asking what our issue was, when we explained we did appreciate being made to wait for the sake of waiting he really didn't have an answer as to why we were waiting, just apologized. This was the story every night for dinner, waiting for a seat in a 3/4 full restaurant. You've read other reviewers report that you are given a beeper and sent to the plaza for a drink to wait, this is true... until they run out of beepers. Then you are told to come back in 20-30 minutes to get one, & you return at there are still no beepers, so you are sent away again & told to come back in 20-30 minutes, or you stand in line in the restaurant lobby and wait to actually get a beeper. This situation had my wife & I every night decide that we would not come back to VIM because of this very poor service and completely unacceptable for a 5 star resort. We find this totally unacceptable but we did really enjoy the rest of the resort experience here, if during our return visit we have the same dinner experience we will not be back a third time. Room service was pretty good, 2 of 3 meals exactly as ordered and arrived in a timely manner (~45 minutes after ordering a lunch and on the requested time for a breakfast) with the 3rd lunch arriving over 75 minutes late and missing half the order. When we asked about the rest of the order we were told we didn't order it and basically accused us of lying to the waiter, when we pushed the issue they followed up realized they had erred and went to get the rest of the food. At this point we were in a bad mood and called the front desk & told them not to bother we didn't want the food, but 5-10 minutes later it arrived. That was the last time we ordered room service.

The resort amenities we used we quite enjoyed (fitness centre, pilates class), some of the activities were "OK" (tequila tasting), the only thing we would say were bad were the water sports. There were kayaks on the beach, but every time we asked to use one we were told no "too windy" or "too wavy". Got a little stale when they were letting the sailboats go out.

Overall we did enjoy the resort & plan on returning. That being said some of the issues, specifically how dinner is handled, is unacceptable for a 5 star resort and if that is not addressed after our next visit we won't be returning for a third visit. Again we did like the rest of the resort enough to plan a return visit. If you find what we found issue with to be "acceptable" for your vacation you will absolutely enjoy time at VIM.

Room Tip: Swim ups to avoid the "chair game" but you will be around a very quiet pool of people sitting around reading.
  • Stayed: March 2014, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank daveysew
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
F T, Director de Relaciones con Clientes at Valentin Imperial Riviera Maya, responded to this reviewResponded 5 June 2014

Dear recent VIm Guests from Toronto, ON

Thank you for contributing with such an extensive review. We highly appreciate your comments and feedback on the impressions of your recent stay.

We will certainly take all your comments into consideration regarding hotel's furniture ,the bars at the "Lazy River" pool and the wait time to be seated in some of our restaurants , corrective measures have already been taken.We genuinely regret the inconvenience caused to you because of this.

We would be more than happy to welcome you back for a second holiday in our resort.

Warmest Regards,

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