Haven Riviera Cancun Resort and Spa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7671 reviews

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  Ill be back!

  The hotel is beautiful, its close to the airport, the beach with white sand... Food was amazing, specially at the restaurants, at Satsu and Olios i had to repeat some dishes, but what was best, is THE SERVICE from all the staff. I wish i could remember all the names, my memory is bad, but the people doing my bedroom Sarah? is her name? and Felix?, at the Beach Yazz, at the Pool Carlos, at the restaurants Jorge, Carlos, at the buffet another Felix. Thank you, thank you, thank you, I travelled alone and completely enjoeyd everything.

  Dec 16, 2025
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  Awesome experience!!

  Carlos (pool waiter) got the best drinks and was always there to see if we need something else. The animation beside the pool was great!

  Dec 16, 2025
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  100% not a 5 star hotel - Never for honeymoon

  We stayed at here for 7 nights for our honeymoon, with very high expectations given the price, the adults-only concept, and the “luxury all-inclusive” branding. Unfortunately, our experience fell well short in several important areas. ❌ Not truly all-inclusive One of the biggest disappointments was discovering that many basic items were not included. • Lobster, steak, wine, and even fresh coconuts required extra payment. • Being repeatedly asked to pay for items commonly included at comparable resorts felt misleading. This does not align with what most travelers expect from a high-end all-inclusive resort. ❌ Butler service was ineffective The butler service, which is promoted as a premium feature, added very little value. • We only met the butler briefly on the first night. • Communication was minimal, and we had to repeatedly ask about basic details such as restaurant reservations. • At Tahani restaurant, we were told no reservation existed, despite being instructed by our butler to go at a specific time. • We had to show our WhatsApp conversation with the butler at the restaurant entrance to prove we were told to come. This was extremely embarrassing, as other guests were watching and waiting while the situation was resolved. • We were also not informed in advance that there was a menu-selection process, which added to the confusion. • After the reservation confusion, we were seated at a table with very limited view. Only after my wife had to personally and insistently ask the staff to make adjustments did they move us to a much better table, which finally allowed us to enjoy the dinner. This should not require guest intervention, especially during a honeymoon stay. P.S: If by any chance you went there and your butler was Charly, RUN! ❌ Poor maintenance and aging facilities For a resort marketed as luxury, the physical condition of the property was disappointing: • Elevators felt more like those of a budget motel than a 5-star resort. And always one elevator was working in anywhere around the resort! The other one out of service! • Bathrooms showed visible wear. • Furniture throughout the resort appeared worn and tired. ❌ Service inconsistency and lack of care despite being Serenity club member! Many staff members appeared disengaged. • Beach and pool drink service was very limited. • Drinks were served from large family bottles rather than cans and often tasted flat. • No straws were available at all. • Drink glasses often appeared freshly soaked in water rather than properly dried or polished. • Serenity club? It’s a scam! NOTHING SPECIAL! Everybody uses their facilities and it is nothing special… Believe me… ❌ Food quality and service issues Some food and service experiences were far below expectations: • Burgers consisted of a thin patty with a pressed bun, lettuce, and cheese only, with no sauces or customization. • Salad dressings were not readily available at the buffet and required repeatedly asking multiple staff members. • We ordered room-service dinner at 12:00 a.m. after returning from the Xcaret show, and it was delivered at 1:30 a.m., only after follow-up calls. No delay was communicated in advance. ❌ Overpriced extras • Excursions and tours offered through the resort were significantly overpriced compared to outside options. ✅ The positives • Adults-only environment provides a quieter atmosphere. • The room itself was comfortable. • Housekeeping staff were kind and thoughtful. ❗ Overall impression For the price paid and the expectations set, Haven Riviera Cancún does not deliver a true luxury or all-inclusive experience. The resort relies heavily on branding while cutting corners on inclusions, maintenance, service consistency, and guest care. This was particularly disappointing for a honeymoon, where attention to detail, communication, and service quality are essential.

  Dec 16, 2025
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  Poor Experience

  If you are having a wedding, DO NOT have it at Haven Riviera. We unfortunately were not able to have it here due to the multiple issues we ran into, before we were even able to have our wedding. We should have noticed the red flags in the beginning when issues started with first communications were had with the groups department. 1) When we first called Haven and talked to Maria, the previous wedding coordinator, we were promised the date we wanted (for which we had turned down other resorts for not having). Before the phone call ended we were told we were going to be sent a contract to sign for the date along with the first deposit that needed to be paid. We did not receive the contract for days so we attempted to get in contact with the Groups Department, of which was nearly impossible to do. We would email them daily with no response and anytime we would call it would ring until it hung up. No one in reservations/the front desk would be able to help with any wedding/group questions. By the time we were able to get ahold of the department, they informed us that they had given the date away to another couple after it was promised to us. We were willing to be flexible at that time so we agreed on a different date even though the original one was the most special to us. 2) We were then told we needed to block rooms for our wedding group. In the conversations (of which 90-100% had to happen over the phone due to poor communication) had over the phone, we were told that the room block required a 20% deposit of the price of the rooms blocked. We had never seen this as a requirement before and were concerned about the large amount of money ($9,000) we would be placing on hold until we were getting married. We ENSURED with multiple workers including Maria (the previous wedding coordinator) and Itzel a wedding planner that this was STRICTLY to put a hold on the rooms and once people booked, the money could be used for the wedding, for our rooms or reimbursed. We agreed on a group rate but were provided with a contract that gave incorrect room rates that were almost $200 more a night compared to outside agencies. We told them that based on these rates our guests would be unlikely to book through them, and they confirmed it did not matter if they booked through our link or not because we would get our money back NO MATTER WHAT. 3) Communication was impossible. It took 5-6 calls/voicemails to try to get ahold of the weddings group and would never receive calls back. It took days to weeks to receive emails back. If a wedding planner (Itzel) texted us, she would randomly stop responding because she ran out of credits and could no longer respond. Itzel would also send us text messages making us promise not to do things such as mention that she was promoting outside vendors under the table, due to the fact that previous couples had already reported her and she had already almost lost her job. We soon found out that the Weddings Group Manager Maria, who had provided us will all of the information and promises regarding our money being reimbursed, quit. We were never made aware of this and it was made very clear that she did not clean up any of her mess before she left. 4) The contracts provided to us were misleading as well as mislabeled. They labeled our wedding contract as “Funmi’s 50th Birth Celebration” with the incorrect date. They contract would CLEARLY SAY “Attrition Policy (for reduction of room nights): From signing of contract up to 90 days prior to arrival, no cancellation penalty will apply” as well as “Cancellation policy: Groups can cancel without penalties up to 90 days prior to arrival. First deposit is nonrefundable ($500 wedding deposit), any other deposits made up to that date will be reimbursed. 5) We had chosen two venues we loved based on the brochure provided. When we called we were told the rooftop venue had a pickleball court recently painted on it so we would have to pay extra for a floor to cover it. We also wanted to use the garden for a reception, we were told it is mosquito infested so we had to pay for tiki torches, bug spray or bug repellent bracelets”. 6) We quickly realized there was MAJOR disorganization in the Weddings group and had major turnover just in the short period we worked with them. We discussed on video call with Itzel the wedding planner that we were dissatisfied with the service and did not know if we wanted to proceed with the wedding. She told us she understood and that we would be out the $500 deposit, which we understood. My fiancé and I discussed the pros and cons and ultimately decided we wanted to move our wedding, due to concerns of the issues we had already run into. Itzel quickly cut off communication with us after we notified her. We received communication back from the new management stating that not only would they not refund our $500 but they would also be taking our $9000 that we placed on a room block for our guests, who have yet to book with the company. We were ensured TIME AFTER TIME that that money was to be used in ANY WAY we wanted once those rooms were blocked, including the option of being reimbursed. We have multiple areas of proof where it was stated that upon cancellation, groups can cancel without penalties up to 90 days prior to arrival as well as any other deposits made up to that date will be reimbursed. After attempting to contact the Weeding group 5-6 times, I was able to get in contact with someone who stated that they are unable to honor what the previous manager had promised as she is no longer there. The person also stated that they are not familiar with the previous manager but based on their experience “from outside facilities” they would not be returning the money we put down for blocking rooms, NINE THOUSAND DOLLARS. Taking this money from our family could cause my fiancé and I to not be able to have a wedding where we can celebrate. The current people working there are cold and unempathetic to the ILLEGAL position they are putting us in. DO NOT BOOK HERE.

  Dec 16, 2025
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  Fabulous destination wedding

  We had a 50-person destination wedding at Haven. Our friends are all still raving about the service and food. Special shoutout to the in-house photographer, Arturo. He made our wedding week so special! So many beautiful photos for us to get to relive the best week of our lives!

  Dec 13, 2025