Only positive was food and room
Reviewed 28 August, 2021
I came here from August 18-22. Daniel at the front was great at giving me all the info I needed. That day the hurricane was due to hit. So we were sent to our rooms at 5pm. Someone came to take our dinner orders but stated we could not order alcoholic drinks. We were offered a bottle of tequila but were told we had to give a “bribe” aka tip in which we did. The next day there was no water or power. They shut the water off which seems to be a common thing in mexico. Also they stated we couldn’t use the jacuzzi. For food we had regular breakfast options, burger or fajita for lunch and paella for dinner. We didn’t have access to the restaurant on site menu so everything was limited. If you needed the front desk there’s no phones. You have to use whatsapp in which they hardly respond. Twice I had to go down to ask for beers and towels after writing them on whatsapp numerous times. When we asked for something other than beers we were told we couldn’t have any alcohol “thats what the president said.” Was what a make worker who worked overnights stated. So we paid for an all inclusive to have two days in which we couldn’t take full advantage of the perks. Friday and Saturday the restaurant was open but the pool was not. Our whole stay the pool wasn’t available and we were told not to go to the beach because crocodiles were spotted. So we pretty much spent $800 to be in our rooms with no jaccuzi, no pool and no beach and limited drinks and food. One night were were hungry and asked the overnight worker who’s the same guy at the front desk for food. He made us ham and cheese sandwiches himself. Even though room service is supposed to be 24hrs. Then on Saturday we got dressed up to go out at 12am. The same worker called a cab for us. Watched us get in the taxi and the driver knew we were going to a nightclub in cancun. He drove us all the way there for us to find out there was a law in place recently that every nightclub is to close at 12am. We were charged $100 to find that out. The taxi driver nor the overnight front desk worker told us. They only wanted our money. They were fully aware because we asked the local people as we were driving when it went into place and they said it has been like that for a few weeks and all the hotels and taxis know. They instead chose to make money instead and we made a fool of ourselves. The food in the hotel was great when we could have it. I had the fish tacos and ceviche. Customer service and the overall hospitality I give a one star. The only person who was great and accommodating was Cesar who works at the restaurant. He was the best person there and tried to help us with our concerns. But honestly no one cared. They listened each day just to listen and didn’t do anything about our concerns or tried to address any frustrations. I would not recommend this place to anyone if you’re looking for a nonchalant attitude when it comes to hospitality and your needs on vacation.
Charlie made our stay special
Reviewed 9 August, 2021
Charlie from the animation staff is definitely the person that made our stay memorable. Always charming and with loads of activities for my kids he is all smiles. He would be the best PR manager of this hotel. We miss u!
Senses Riviera/ Hotel Artisan
Reviewed 10 July, 2021
We visited this hotel earlier this month and we had a fabulous experience. The hotel is amazing, very modern and spotless. The staff is so kind and helpful. The front desk receptionist Humberto gave us a warm welcome and a tour. He also took our luggage to our gorgeous room. Christian and his team at the restaurant were always feeding us with tasty food and making delicious cocktail drinks. Gladys was always on time to clean our room, she made sure that our fridge was stacked with water, sodas, and beer. I had a blast and I am thankful for the whole team who did an outstanding job taking care of us during our stay. I highly recommend this place. Hogla and David :-)
Reviewed 22 June, 2021
Staff & food were good. Place needs attention—ac, toilets, etc. Our entire room’s electricity went off our first night. They came, the flipped breakers, nothing happened, so they said they will have to some back the next day. It was HOT! No one showed when they said, I messaged them (oh yeah, no phones, you must have the WhatsApp), the fixed again. Well, the lights were fixed but the AC was not. After 2 or 3 times, it stayed on. I mentioned receiving a night free, but they never responded. THEN my Bose headphones ended missing from my room. 🙄. There is no room service really. If you ask to take food out of the one & only dining area, you pay separate for that. NOT part of the inclusive. Same with a bottle of wine etc.
The remembered staff that made this trip nice: Caesar in the dining (& Hunan (sp?) & the pool guy Rodrigo.❤️
If you are looking for an all inclusive adults only around Cancun, look no further!!!
Reviewed 2 June, 2021
5 stars isnt enough to describe our experience at this resort. From the physical hotel itself to the staff that was second to none, we will surely be back. Now, to frame this out for those reading this, we have traveled far and wide from Bali to all of Scandinavia, through Western Europe, through Central America, and have almost hit every Caribbean island out there. With this, we have seen the good and the bad that comes with hotels over the last 2 decades of travel. This is truly part of the good.
In regards to staff which was truly second to none, I have to specifically call out some of the staff that we truly became friends with during our stay. Humberto and Jesus as the front desk greet you with a smile and make sure from the time you check in until the time you check out that you are happy with your stay. For breakfast, Cesar was top notch!! We purposely made sure to get up and go to eat breakfast just to enjoy the amazing food and his company. For the bar area, Rodrigo is your go to guy. The man can mix some serious drinks and his demeanor is calm and cool, no matter how many people are there. Finally, for dinner, Hernan was on point and truly made each dinner special. Oh... and for the food, I had read reviews about food being subpar and I just dont get it (maybe the expectation is caviar and wine for every meal, not sure). I was waiting for a poorly cooked meal, and it didnt ever happen. I even made sure to let the chef know that no matter what he made, it was cooked to perfection. The selection was perfect and everything was cooked to order at that time, making it taste fresh.
For the hotel itself, lets see, it has been through a COVID shutdown, 2 hurricanes, and a year of saltwater hitting it without being able to truly work on it... of course there will be a couple tiles missing that will be replaced, but all of it was cosmetic. The rooms were huge, comfortable, and the cleaning staff was on the ball. Hot water was on demand and so was the air conditioner.
This was our 20th wedding anniversary trip without our 3 kids, and I can say that even though I was skeptical reading some reviews, my wife made the right call and we kept the reservation and didnt look back. Just wish would could have stayed longer than 5 days....