What to expect
- Sleep Quality
Last 5 reviews
Amazing staff, food was delicious and pools were great! Like other people have said, the beach is only ok, but it wasn't a big deal. There was some wait for restaurants, but we walked to the nearby bar and had a drink while waiting.
Great Resort; Would recommend
We traveled as a group of 2 couples early March 2020. We arrived and left just before COVID-19 restrictions began to be applied. We are frequent travelers and typically visit the Caribbean 2-3 times per year. This is our 3rd time in Cancun. We have stayed at varying resorts ranging from Sandals to places I wouldn't recommend sending my dogs...Haven is definitely within the top 3 or so places we have stayed. --We spent the majority of our time at the preferred pool (rectangular pool). We really appreciated the diversity of chairs and beds. There was a wide range and we preferred the beds, which were very comfortable. Umbrellas were plentiful, also. As with any resort, you'll need to stake out your spot by 9-10am if you have a specific place you like to be. They have stations for towels and these are replaced often. No towel cards or anything like that. --Restaurants were nice. The only one we didn't care much for was Olio's, but I couldn't really say anything negative about it; just not our style. We really enjoyed the Japanese and the steakhouse; both were excellent. I never left a restaurant hungry. The service was fantastic anywhere we went. Room service was nice; several options; warm upon arrival; normal 30-40 minute wait or so. I, particularly, enjoyed that there was sushi available at several locations. I would pick some up in the preferred lounge or the coffee shop often. --We upgraded to a Preferred suite. Honestly, I doubt that it was worth the money, but who really knows. The room itself was wonderful. Very spacious room, bathroom, and closet areas. The balcony was also large and the Jacuzzi was fabulous. Very clean; housekeeping was wonderful. The preferred upgrade did allow us to reserve restaurants with a bit more ease, so that was nice. The minibar was restocked daily. The preferred upgrade came with "butler service" and I would be lying to say we ever met our butler or benefited from this at all. The beach seemed very nice, although we spent most of our time by the pool. Seaweed didn't seem to be as big of a problem here as I have seen at other resorts. The staff was wonderful. I regret that I cannot remember all of the names that I intended to shout out. Carlos and the entertainment team was wonderful. We enjoyed playing volleyball each day and made several friends this way. Mychel form the Japanese restaurant was very skilled with the grill and was a joy. Every bartender was joyful and helpful. No complaints with the staff, whatsoever, minus the butler (whoever he or she was) Entertainment nightly at Moons was great. We enjoyed this. It doesn't begin until like 9 or 10pm, which is kind of rough, but oh well. This is the first place we have been that his this "night club" type feel for their entertainments--It was nice. Travel from the Airport was only around 15 minutes, so this would be a wonderful place for a short trip if you are pressed for days. You wont spend hours of time in travel. Overall, 5 stars from me. The resort is well kept--you can tell it is newer. Staff is wonderful. Food was wonderful. Room was gorgeous. Pools were nice. Beach seemed nice. Bars and drinks were nice. Entertainment was fine. There's nothing I can really hang my hat on to say wasn't great... If the opportunity of a great deal presented itself, I would return tomorrow.
Had High Expectations...Hotel Service Needs Overhaul
Truly disappointed b/c it has been three years since I've been to Mexico and I had been looking forward to sunshine, warm water, and a relaxing vacation. Before I start off with my situation, this is a really beautiful place. When I walked in, after my long flight, I was welcomed with a view of the blue sea and just open space. The rooms are very nice and are updated with great mirroring and bluetooth tech. Despite the other reviews, I found the beach clean, the water had a normal amount of seaweed, and the pools, while overcrowded, were very nice. My experience with this property started when I booked a swim-out ocean view suite and was informed, a week before my arrival (via email), and despite having confirmed for the suite type and dates, that availability was limited but the resort had upgraded me to an ocean view suite in their Serenity Club (SC). They informed me this upgrade included a list of privileges, amenities and resort credits. Ok. Not so bad. Little did I know what was(n't) in store. As for the issues during my stay, it was all about taking my original reservation and making the "upgrade". It all started at check-in, I was not made aware (at first) this property had a separate check-in for SC, I waited in main lobby to check-in, and when I explained the reservation/upgrade situation with the front desk, they kept telling me I was wrong. I showed them the emails from the reservations desk as proof. Still, I was wrong. Reservation was hard to locate also but only until they scrolled down their screen, they saw updated notes, and that I was correct about upgrade. No apology tho. Word to management, perhaps you should tell the front desk, next time if they disagree with a guest, to keep it to themselves. The SC club staff was very proud to take me thru their bulleted list of amenities and privileges, too long to outline here, that they provided to their SC guests. It was definitely an upgrade (service wise) from what I originally booked and I was excited. I was to have a room butler, access to SC members-only beach, special amenities in my room, etc., The butler was very nice but after the first meeting, mostly available via WhatsApp. Well, aside from the beach (understaffed by the way) 90% of the items they mention they provided or promised were never delivered. Other issues - Housekeeping hit or miss; a couple of items in my room remained in broken all week, even tho I asked three times during my stay to be fixed. Discounts offered to me via the SC were not applied to services I enjoyed at the resort and I had to go back and ask for them to be applied. Any guest knows, this is a pain and takes time out of your stay. Be careful when you go to the spa, apparently mobile phones are allowed as I saw three ppl the common areas (locker room, quiet room and water therapy relaxing area) this should not be allowed. In the end, for me it is about the resort management and staff not managing expectations. If I was someone who PAID for the SC experience but got the same kind that I had, I know for sure they would be upset. I know I am repeating myself, but it is all about managing expectations. I would have been fine with the property informing met that the room I originally booked was not available but they upgraded me to another type of suite. Really. But since they spent a lot of time in their emails, and in person, proudly explaining, and touting the benefits of staying in a SC suite, I got excited. When they didn't deliver on 90% of what they promised, I was disappointed. And that ruins the overall experience in a way. When I checked out, I sat with the SC team and told them all this. I probably would have had a great time at the resort in the room I originally booked. And perhaps, this unfortunate situation is only my experience, b/c they upgraded me (they said it was b/c of availability, I believe it was disorganization) and maybe management or staff felt b/c I was "only an upgrade, and not a guest paying SC prices" they did not see me as deserving of the attached benefits. But that would be wrong, b/c I never asked for the upgrade in the first place. If you promise a guest amenities, and services, then the property should deliver. After speaking with the SC staff, they took my information down and asked if their manager could reach out to me and speak to me about my experience. I said would appreciate it. This was near the end of February. I have yet to hear from anyone at the hotel. But of course, in these uncertain times, there are other priorities to address.
Don't miss out
Haven Riviera is a brand new resort, open just 14 months when we visited the end of December 2019. There was no stone left unturned when they designed this place. From the room amenities and layout to the restaurants and pool setup they had an eye for detail that will make you critique every hotel and resort you stay at for the rest of your life. PROS: The staff and service was incredible. Swim up room is a must. We lucked out with a room that had full sun most of the day, so that was a plus. CONS: the beach. Read reviews from every resort in Cancun with negative reviews about the beaches. Nothing can prepare you for the amount of trash and seaweed that you will see. Be prepared to be underwhelmed. With that said, we spent very little time on the beach and instead on property. A shame that the Mexican government doesn't see this as a top concern. The restaurant situation. One thing that we didn't really know about going in is that they have two tiers of customers. The Oceanfronts and everyone else. If you are an Oceanfront you get restaurant reservations, if not, you don't. It can be a bit frustrating to play their game trying to get into the top restaurants around 7/8 pm. The resort will eventually build out from the current 300 rooms to over 1,000 and I believe the restaurants were built for the future in mind. So, a typical scenario is that you walk in to a restaurant with 6 tables seated and they don't have any availability. Those two cons are just nitpicking, when honestly, you have no other cares in the world while staying at this place. Highly recommend. It has ruined me setting the bar a bit too high for everyone else.
So very dissapointed, wonderfull hotel let down by certain staff
I booked the Haven hotel to celebrate my partners birthday. We have stayed within Cancun before so our expectations were that we hoped for the same. Sadly not ! Rather than go into a long rant, I have listed the difficulties we experienced. 1. Visually blocked toilet ON ARRIVAL 2. Our room was not serviced for 3 days despite speaking to the butler, reception and eventually Vanessa ( Cust serv) 3.No introduction to hotels amenities by our butler despite us seeing this being provided by other butlers throughout our stay. 4.No drinks service on the beach for the first 2 days, improved after we complained 5. Used room service twice before we gave up. As no tea making facilities in the room I asked for tea for two people. I was brought 1 single person size tea pot, when I queried why only 1, I was told 'there is enough for two' From then on either my partner or I got up and walked to the coffee shop each morning to get a cup of tea ourselves. 6. Asking for tea at breakfast was meet with lots of negative reactions, it appears that you must all drink coffee to please the staff ! To solve this we would go to the coffee shop and take our own tea into breakfast. 7. No communication from butler or staff to advise that there was not hot water on one day. After a day on the beach who then wants to go out for dinner without showering 8. A particular member of staff on the smoothie counter seriously needs to look at a career change or be sent on some customer service training. Tried twice and then just couldnt face the rudeness every morning. 9. Still unclear as to what I actually paid for in the Serenity Club.Complete waste of money ! No private area on the beach Serenity Lounge used by non members A person who showed us to our room and we never saw again apart from in passing around the resort, who we were told was our personal butler Drinks not put in the room as requested 10. Over complicating food does not always mean that the food is going to be of a high quality, at times the steaks would look 'pretty' but would be inedible. 11. Total lack of communication between staff when issues raised. I was feed up of going to reception and complaining about the same thing. This isnt what I wanted from a holiday. However there were some staff that the Haven should be proud off. Edwardo who worked on the beach, really friendly efficient member of staff who gave good service to all, not just those that waved dollars around. Marylou who also worked around the pool area, such a lovely friendly lady who never stops working and smiling. Staff if the coffee shop and spa were also friendly and professional. I spent time with Vanessa ( Customer Services) raising these points, at no time did she validate the issues but stated over and over again ' thank you for bringing these issues to my attention, it will help us improve services for our future guests' Do you know what, at that time I wasnt really interested about improving things for future guests, this was my holiday and I wanted things to be made right for my partner and myself. All the above has been sent to the Manager of the hotel, to date we have not been contacted. My suggestion would be to look at other Hotels in the area for a 5* experience, sadly you are not going to get it at the Haven Riviera Cancun.
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