What to expect
- Sleep Quality
Last 5 reviews
Excellent low key resort that works to please!
It has been a fantastic week so far and the staff here works so hard to make everything perfect. Today we met Eduardo the Haven Mixologist and he is fantastic! He even made me a coffee martini to get me through the afternoon. I assume the resorts have struggled like most of us with this Covid pandemic but everyone is so kind and caring. They also wear masks and glasses or face shields. It is absolutely the vacation I was looking for and absolutely needed this week. Other shout outs to Pedro the bartender at Limes the best bartender I have ever met and Ernesto has been so helpful by the pool! Gracias for a fantastic vacation.
Definitely NOT what I expectee
After reading reviews of Haven Resort, we decided to visit here. Expecting excellent service and a 5 star experience, especially as a Serenity club member, our experience was completely the opposite. None of the staff seemed to know what was going on. While we were initially told all the restaurants were open, we arrived to only 1-2 a night pending the night and some nights you didn’t even get to choose what you ate. The service was terrible for dinner and waited an hour just to get a salad and had to get our own drinks one night. If we chose to sit on the beach during the day, there was no drink service. Only one bar (that didn’t open until 6 pm) actually had the alcohol that we had been promised and actually knew how to make a drink. These among many other things, left us with a less than than stellar experience. We will not be returning.
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.
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