City Hotels Riviera Maya hotels

"Booking restaurants was difficult, especially for shorter stays of five days or less. Availability was very limited. "

"Food was mediocre, had stomach pain and diarrhea every day. Had to take a taxi to town to eat dinner each night. The “restaurants with reservations” are not included in the ALL-INCLUSIVE. No one explained to me what “family select” meant to our experience and stay. So we missed out on the amenities, private beach experience etc. A food manager barked at me for not checking in with the hostess before joining the open buffet(1st day). Was embarrassed and disrespected. He wasn’t helpful, he was condemning. To make these things right, they try to give me a beach cabana but don’t tell me where or what it is, try to give me a free restaurant meal, scheduling me at 9:30 at night! I really felt screwed on my experience. If I had been explained to what Family Select was I would have had such a better experience and if they had offered me an additional 4 nights for a future stay I wouldn’t write this review and would feel honored. They don’t understand how to make a bad experience better. Dinner or a cabana doesn’t replace being accosted by an employee over a plate of buffet food and not being explained what amenities we were able to have and realizing on the last night bc another guest told us. Money wasted. Very disappointed, could easily have been a rectified experience that would bring them positive review. No place is perfect but it’s how you handle an issue that matters. "

"There were no shops nearby. Few internal shops were really pricey. probably thats the way it is. Not a lot of stuff to do if you dont want to be in the swimming pool or beach. Food were same everyday. not a lot of changes in food. I thought the food will be a little different each day of the week. Drinks were great. "

"Amazing place- loved it!!! Service and amenities were 5 star ⭐️ "

"We had an ocean view room and it was perfect! The food and drinks were 10/10! We love the lobby bar and the coffee shop. The hotel smells amazing and is really beautiful. The staff is so kind and helpful. Josue was our lovely host and he put champagne and balloons in our room for my birthday and checked in with us everyday to see if we needed anything. All the pool servers were excellent, especially Uriel and Cony. My only complaint is I wish this hotel would STOP with the upsell push. It is egregious. People are exhausted after a long travel day and they make the checkin process way too long by making you sit in the lobby- while it is beautiful- and wait for at least 3 different people to come talk to you. We almost never came back after our first trip because of this. They did not attempt the sell job as bad as last time because I made it clear in my booking notes, but checkin still took almost 30 minutes and there was no other guests in the lobby. I highly suggest they stop doing this. It is a major turn off. Otherwise, the hotel and restaurants and staff are top notch!"

"This is an older resort but it is beautiful. Rooms are clean and comfortable. You are immersed in nature with the deer, Coatis and monkeys!! The resort never felt crowded, not even the pools or lagoon. If anything could be improved it would be the food. Breakfast was great, buffet for lunch and dinner you could always find something. We did the Mexican, seafood and oriental à la carte. Mexican was NOT good, the other 2 were great. The food just didn’t stand out. We had one person in our group with celiac and they were more than accommodating! Staff is fantastic!"

"amazing view"

"It’s a trap. Nice resort, but some of the staff were very rude. I’d much rather have to pay for my food and drink in exchange for a pleasant server. The steak house was the worst steak I’ve had in Mexico, tasted like soot/gas, couldn’t even eat it. The Grotto is the only place with ok food and great service. Great for people who don’t want a Mexican experience. Zero authenticity. They try to sell you everything under the sun- friends fell for their ‘free breakfast’ at their sister resort- it was a 4 hour nightmare, pushing there Hyatt membership on them? They asked to leave 6 times, after saying no to 6 different sales staff, they begged to go back to the resort amd were finally brought back. "

"If you expect a huge sandy beach this resort is not for you. But if you’re wanting a variety of pools, restaurants, comfortable seating options, top notch service and breathtaking views this place has it all. "