Ratings based on 646 Verified Reviews
4.3 Room cleanliness
4.0 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia 亿客行 Verified Reviews
by A verified traveler
Posted Jun 18, 2024 on Expedia
We just came back from Princess Family Club Riviera in Cancun and ABSOLUTELY loved it! You have access to the whole hotel which is pretty big with 5 restaurants in addition to the three buffets. The family room comes with a big bed and a bunk bed for the kids. Has a curtain to separate parents section from kids when it’s time to sleep. The room comes with sand toys for the beach. The water park that’s included is perfect for kids. The water is shallow so the kids were able to be in there by themselves (3 year old and 5 year old) while my husband and I got to lounge around. There’s a waiter that comes with for drink orders as well. Wild life everywhere in the resort. We saw lots of coaties, deers, raccoon, iguanas. The beach has a bar- we rarely saw waiters walking around to place orders for drinks at the beach but it wasn’t a big deal. The shows were amazing! We went every evening.
Only minus was the room didn’t have cabinets but there was a closet.
It was truly one of the best vacations we’ve had!
Comment from Hotel Management
Jun 20, 2024 by Dani Santizo , Hotel Management
Hello dear Jennifer, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make a great effort to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.
by A verified traveler
Posted Jun 14, 2024 on Expedia
We loved the multiple dinner options at the a la carte restaurants, the hotel grounds, and most of all the service provided by the staff which was the best we have ever experienced. The app to make dinner reservations was user friendly and there was hardly any waits for the buffett or the bars. Margarita and Mateo were the best at the Family Club pool bar, Rodrigo who we never met but constantly called to know how our stay was going and if there was anything we needed, Fausto at the Riviera buffet, Fernando at Las Olas, and David at La Fondue. Our only concern or reason for not giving the hotel 5 stars is due to the low setting of the AC at all restaurants, it is centrally controlled and it is hot which makes it uncomfortable enough to enjoy a meal. The food is average, but it is a buffet so it was expected. Also, we had to call to have a few things fixed in the room but they fixed things right away which is a big plus. The beds were not as comfortable, but after a long day in the sun it didn't keep us from a good night. Overall, we would return and do so because of the service; however the premises are more of a 4 star.
Comment from Hotel Management
Jun 14, 2024 by Dani Santizo , Hotel Management
Hello dear María, thank you very much for taking your valuable time to tell us about your experience with us.We sincerely regret and apologize that his stay was not as expected. We will take your comments into account to prepare a report and send it to the corresponding area.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.
by A verified traveler
Posted Jun 13, 2024 on Expedia
Everything was amazing, Kids enjoyed alot. Only food options for vegetarians is limited.
Comment from Hotel Management
Jun 14, 2024 by Dani Santizo , Hotel Management
Hello dear huesped, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.
by A verified traveler
Posted Jun 12, 2024 on Expedia
My family of 5 which includes 3 young kids stayed at the princess 6 days. There are some pros and cons
PROS- for a family of 5 many hotels cant accommodate in one toom. The 3 bunk beds were perfect for us
- the shows were fun and entertaining
- we loved all the animals on property
CONS-the food at the buffets was not good and we ate at Taco stand most meals
- the kids club was basic with not much to do and the staff spent most their time giggling amongst themselves
Comment from Hotel Management
Jun 19, 2024 by Michelle, Hotel Management
Hello dear GreeceWe are extremely grateful to know that your stay with us was extremely pleasant and satisfactory. This motivates us to continue developing as great hosts, which is why we stand out. Likewise, we appreciate your observations about our foods, we will send this information to the corresponding department to take action on the matter regarding this situation to improve the quality and flavor of our foods.We hope to see you soon on your next visit to the Riviera Maya!Kind regards
by A verified traveler
Posted Jun 11, 2024 on Expedia
We went for 5 nights and the first night the AC wouldn’t cool the room down. After going back and forth and wasting time trying to resolve the issue, they moved us to another room. The room felt warm, but they said give it sometime and the AC would cool it down. It was night time so we figured we would give it a shut. The AC never cooled the room down. The third day, I spoke with the manager who put us in a smaller room without bunk beds ( which we had and paid for in the first room for our 2 kids, the AC worked so I figured we would just deal with the sleeping situation as long as we have a working AC. The manger promised he would give us some compensation for the first 2 nights, when I asked, what? he said they would comp us at one of the restaurants. I told him we have all the food we want since we booked an all inclusive resort, but he said that’s all they could give us. I declined his offer and elected to share my experience here. I short, we had a bad experience at this place, I think the facility needs some updates since a bunch of their rooms didn’t have a good working AC.
Comment from Hotel Management
Jun 13, 2024 by Dani Santizo , Hotel Management
Hello dear Mudar, thank you very much for taking your valuable time to tell us about your experience with us.We regret and sincerely apologize that his stay was not as expected. We will take his comments into account to make a report and send it to the corresponding area.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.
by A verified traveler
Posted Jun 9, 2024 on Expedia
We loved how there were multiple pools and activities around the property. The views were great and the food was good overall. The ice cream shop was a hit for our kids. I liked the coffee options around the hotel. Everything was great!
Comment from Hotel Management
Jun 10, 2024 by Yareny Bretón , Hotel Management
Hello dear Steven LeeWe are pleased to know that on this occasion we were able to offer an outstanding experience. We are happy to know that you enjoyed the different activities and gastronomy. We hope to have you back at Princess soon.Kind regards.
by A verified traveler
Posted Jun 6, 2024 on Expedia
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Comment from Hotel Management
Jun 11, 2024 by Luis Rivera, Hotel Management
Hello dear guestThank you very much for your excellent rating, but we would have loved for you to leave us your comments about your stay, so that we can continue improving our quality of service.We hope to see you again soon in the not too distant future.Kind regards.
by A verified traveler
Posted Jun 6, 2024 on Expedia
It was a great option for a family of five with kids seven and under I loved that it was all inclusive and a lot of activities for the kids. Kids are small to do major activities so this was the best option for us while still enjoying the beach. Hotel provided Beach toys, and other amenities that saved space in our luggage. Restaurant food was very enjoyable and late night activities and shows for the kids were also fun.
Comment from Hotel Management
Jun 13, 2024 by Dani Santizo , Hotel Management
Hello dear Maria, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make a great effort to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.
by A verified traveler
Posted Jun 6, 2024 on Expedia
They need to get better in dinning. I have gone to this place 5 times. And food is getting worse and worse. This last time was really bad. Breakfast and dinner
Comment from Hotel Management
Jun 6, 2024 by Michelle, Hotel Management
Hello dear guestWe appreciate your preference at our Princess resort.We appreciate your comments about our food and we regret that it did not meet the expected seasoning. Starting today we will take on the task of making a report to the corresponding area to improve the quality of the seasoning in our food that we offer. Likewise, we will wait for you on your next visit to surprise you with our great improvements for you and your family.Kind regards
by A verified traveler from Bronx
Posted Jun 5, 2024 on Expedia
Comment from Hotel Management
Jun 10, 2024 by Yareny Bretón , Hotel Management
Hello Jonathan!Thank you for taking the time to rate the hotel, we would have loved to know more details about your stay, for us the comments of our guests are very important as they help us improve. We hope to welcome you again in the future.Kind regards.
