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NH Riviera Cancun
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Unidad 19 Mz. 20 Lote 1-1 Sm.3, Cancun 77580
+52 (998) 872 8888
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Problems in Paradise
lincoln , Nebraska
April 12, 2009
NH Rivera Cancun Hotel was booked using BookIT.com for spring break vacation for 3 families who had booked 4 rooms for six days. This was to be 4.5 star hotel by ratings. Our flight from Omaha, NE to Houston for a connection to Cancun was cancelled ...
NH Rivera Cancun Hotel was booked using BookIT.com for spring break vacation for 3 families who had booked 4 rooms for six days.
This was to be 4.5 star hotel by ratings.
Our flight from Omaha, NE to Houston for a connection to Cancun was cancelled so we had to be rebooked on a later flight that day.
As a result, we missed the last flight from Houston to Cancun for the day-so missed a day/night at our hotel.
Continental did the right thing by putting giving us a voucher for a hotel stay in Houston, and upgrading us on our Houston to Cancun flight first thing the next day.
Also would have moved our reservations to return one day later had the resort worked with us.
This was not to happen as NH Rivera Cancun would not work with us, Continental Airlines, nor BookIT.com to a satisfactory solution.
They held firm to their position that we must pay for our first night even though we could not be there and we had no way to get there.
In addition, we had conflicting stories if they would let us extend our stay. Were told we could as rooms were available but would have to pay for the additional night in addition to the first night we were not at the hotel. We decided not to extend at resort that would take such a position.
Our experience with the hotel was not overall a good one and we would not recommend this resort nor return to it. The problems were too many and too significant for hotel that has been open for almost 6 mos., claims to be 4.5 stars, and charges accordingly. We were to have stayed 3/18 -3/24/09.
Registration was a nightmare as staffing was short and they were inexperienced. We had to wait over 20 minutes for check in and were told our rooms (which we were not there for but paid for) were not ready and we would need to wait. Only after we objected and shared our story did we get rooms assigned. We had over a 30 minute wait at check out and finally had to ask for a Manager to assist so we could get to the airport on time for our international flight. They actually held our valet parked cars hostage til we had completed check out to get what they called a check out pass.
Staffing for buffet was never enough to provide drinks as needed. No beverages are available, so staff must bring you water, soda, coffee, whatever and there were never enough to service you. Plates frequently were not available. Food was ok for a buffet. Pepsi Light was flat.
The 4 nice restaurants were extremely difficult to get reservations for. The problem we had was with the policy of making reservation to restaurants, you can only eat at the buffet your first night and they only serve a limited number of people per night per restaurant. Unless you wait in line (up to 2 hours) at 8 in the morning to make the reservation, you can't get in to the more popular restaurants. Or only very early or very late hours were available. We ate at one restaurant (Senses) and had a fabulous dining experience with great food and excellent service. The 2nd restaurant was not so good either with food, or service. They were clearly understaffed with a host, a manager, and one waiter. We chose to eat elsewhere after that experience. Also, know that formal dress is required (though we never saw this or were told this) meaning long pants for men and shirts with collars. If not, they don't let you into the restaurant.
Wifi internet access was expensive, $17.95 per day. Never have I paid so much for a service, even in New York City.
Facility was very nice and rooms were large and clean. A door to the spa had a broken return that took a full day to be repaired, when it was-- it was not repaired correctly and stayed that way for 3 more days. At times water temperature in the showers fluctuated. In 3 of the 4 rooms we had problems with the Air Conditioner and most had issues keeping rooms at constant comfortable temperature.
Beach was full of coral and rocks, many not visible making walking and swimming difficult and dangerous.
Make sure to get an ocean view, as the opposite side is a swamp with sticks. 2 of our rooms had this not so nice view.
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