Waldorf Astoria Riviera Maya

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1048 reviews

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  Great “hard product”, some gaps in service

  This was an AmEx FHR stay. Overall: 4/5 Hard Product: 5/5 Hotel has excellent hard product—the best I’ve seen in the Cancun area. We had a swim-up king and the room was spacious. The outdoor soaking tub and small pool were in excellent condition. Rooms are well-designed and spacious. The property overall is extremely clean and high quality. The property is small and quiet, which I saw as an advantage. It’s also very convenient to the Cancun airport, but it is not near other sightseeing. We stayed on the property for six nights and were very happy, but this is not the place to stay if you want to go off-resort. Food: 5/5 Food is high quality and on a 6-night stay we felt fine about the variety. It is absolutely a step above the all-inclusives, even the high-end ones. The watermelon salad from the pool menu and the fish tacos from J’Ao were highlights. They use premium liquor here, though the cocktail quality varied depending on the bartender at Peacock Alley. Regarding cost, the food is pricey, but food is pricey at all resorts and the prices are not out of step for anyone coming from a major US city. The Chaya breakfast is usually excellent. However, on our first day there was, inexplicably, a buffet that was not at Waldorf Astoria quality. I never got a clear answer about what happened, only that there were “operational issues” (addressed in service). Service: 4/5 The individuals we interacted with in restaurants, at the pool, and from housekeeping were all incredible. Where the hotel is lacking is the overall service from the hotel management. For example, the breakfast on the first day was a service failure. I emailed the concierge regarding this right after breakfast to find out what happened and to ensure this would not continue. I did not receive a reply for 8 hours, followed up again, and still got no reply. Ultimately I called AmEx FHR to help resolve this. Initially, the hotel told AmEx there was no buffet; eventually, an email from the front desk manager at 11 PM admitted there was one and cited an operational issue. The à la carte menu returned the next day, but the failure to follow up timely was a service failure and the hotel made no attempt at service recovery. Spa: 3/5 My partner and I both received services (90 min signature facial and 100 min melipona honey experience). The services themselves were very good, but the spa needs attention. The steam room smelled a bit moldy, the hydrotherapy pool is not heated (and it was a cold day), and the spa jacuzzi was only lukewarm. Given the cost, I wouldn’t recommend the spa. Summary I would return to this hotel and recommend it, but it is experiencing some brand quality drift that needs to be addressed. People need to have realistic expectations—it is a Waldorf, but it’s still a hotel; it isn’t going to change your life. A special thank you to the following staff members who helped make our trip special: Alejandro from housekeeping Alejandro and Samuel at Malpeque Ivan at J’Ao Jorge at pool bar—excellent margarita crafting class! Giselle, Carlos and Gerardo from the pool staff team Monserrat—the front desk duty manager who ultimately helped to resolve the breakfast issue

  Feb 05, 2026
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  From zero expectations to 5 stars

  Faced with an ice storm in the U.S., we extended our stay in the Riviera Maya. The hotel where we had been staying had a buyout that week, so we went looking for a place to visit using some of our existing American Express points. The Waldorf Astoria looked nice enough, so we arrived with no particular expectations. We were absolutely *blown away* by the level of hospitality, the beauty of the hotel, the amenities, and the excellent food. There was such care and attention to detail in everything. And the food was so fresh and delicious! We went looking into the history of the Waldorf Astoria, and then the penny dropped. It's a hotel brand known for its culinary excellence, and we were delighted to have Eggs Benedict and red velvet churros (red velvet cake was invented at the Waldorf in New York), and of course a Waldorf salad. When a second winter storm made us extend our trip three more nights, we then had time to go to all three of the excellent restaurants on the resort. We ate outside two nights at each and inside one. The inside is beautiful, but the view outside is absolutely incredible. There were so many people who made our experience extra special, including Angel at Chaya in the evening, Juan and Miguel at Chaya at the amazing breakfast, Juan Luis, Orlando, and Samuel at Malpeque. The spa is lovely and the treatments were deeply relaxing. We were so happy to have a pretty, five-mile out-and-back walk on the property sidewalk. We saw parrots in the wild one day—it sure beat the treadmill, even though the gym was well stocked and spacious! OF SPECIAL NOTE: Most spectacular of all was the amazing wellness instructor Veronica. I am a yoga teacher trainer with over 15 years of experience in the field and over 30 years of yoga practice, and I have got to say this was the singular best experience I had of going into a yoga class with no expectations and having the most genuine, moving, nourishing experience. Do not sleep on the wellness program at the Waldorf and do not sleep on the Waldorf itself—it is absolutely spectacular.

  Feb 04, 2026
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  Cozy stay and wonderful staff

  I had the pleasure of staying here for a work conference, and the staff are amazing!! They made everything about my stay seamless. Housekeeping was so efficient and made my room so comfortable every day. Alejandro was SO kind, helpful and welcoming - I can’t thank him enough!!! The overall atmosphere is calming and quiet - a much appreciated break from the hustle and crowds at the Hilton next door. I really enjoyed my room as well - bed was comfortable, plenty of space, great view and natural light, and great amenities. For me, the only down side: The fitness center is clean, but sparse in terms of equipment. There are some cardio machines, free weights, a cable machine, a TRX and various fitness accessories. But no other machines or gym equipment. Overall a great stay!! The staff really do a wonderful job!!

  Feb 02, 2026
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  Amazing experience

  Great overall experience. Loved the yoga classes that were included with the stay. Veronica was an amazing yoga instructor, kind, compassionate, and helpful with adjusting our bodies for certain poses.

  Feb 02, 2026
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  Enjoyed the excellent treatment from all of the team at WA

  Enjoyed the excellent treatment from all of the team at WA. The art program with Esperanza and Centhia was fun and relaxing, making Clay pieces and cultural bracelets! Veronica was a great yoga instructor and led a peaceful flow class on Friday in the studio.

  Jan 31, 2026