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Hotel overview
Location
Riviera Maya - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
Check-in Policy:
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
13049 reviews-
Great Service!
We enjoyed our stay throughout the week at TRS Yucatán. The staff at took great care of us, especially our butlers Bernardo and George as well as Martha and Gabriel at the Helios restaurant. Thank TRS team!
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Great Bar Staff
A big thank you to Marco May, Adrian Pastor and Eduardo of TRS La Terraza Bar. Absolutely amazing service from these guys, nothing is too much trouble. Two of our group had birthdays on consecutive days. They went above and beyond, to make sure we had a really special day - which we did. Not just providing us with endless cocktails, shots, and cake - they even decorated our sun beds and sang us Happy Birthday. They really made our stay that extra bit special. Thanks again - you are all amazing!
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Would not recommend
First night - the room smelt completely of damp. It was awful and unable to stay in. Our butler agreed and moved us to another room. We then had further issues because the old room door wouldn’t unlock so we couldn’t get our suitcases to take to the other room. Dario buffet is not 5* worthy unfortunately. We were deeply disappointed by this on the first night despite a £6,000 investment to the hotel. On the Sunday night, my partner slipped on the floor because it was wet and hurt herself - with no sign - and even when we reported it there were no signs of urgency. We went to reception to report it - as the person attending the scene had no interest - and even then it was not treated as important. In fact, we have been waiting for a manager to speak with for 30 minutes and no one has come. I asked those behind the counter if a ‘wet floor’ sign had been put up and she said no. Cause it was a different hotel she couldn’t do it. Which I found crazy as someone had already hurt themselves on it. We have left instead of speaking to the manager after 50 minutes of waiting at reception. Deeply disappointing given our investment. Would not recommend.
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AVOID AVOID AVOID
My partner and I are currently staying in the TRS Yucatan and what a waste of £5k! The hotel were great via comms prior to arriving but upon arrival, Afonoso on check in did not offer us any fizz, a hot cloth nor ask us anything other than trying to get us to upgrade again. Considering we had just spent £1k in upgrades, his attention and manners wouldn’t have gone a miss. We then got into our room which was the jacuzzi room and the smell of damp was absolutely overwhelming. The room stank which was so frustrating as I had read reviews online saying it was only the swim up rooms which were bad smelling so did not expect this. Our butler, Moises, did everything he could to improve this and had us moved rooms. When we went to collect our luggage from our old room, to move to the next, the door stopped working and we weren’t able to enter. We had to wait around 20 mins to get into the place. I won’t lie, after this point and 10+ hours of travelling, I got very emotional and upset so complained the lobby staff who did absolutely nothing and again, couldn’t care less. After this, we went to go get some food at the buffet and all the staff in the lobby did not want to know. We asked repeatedly for directions as we didn’t know our location nor where to go but they couldn’t have cared less. The final straw and reason for my writing of this review, is because tonight when walking back from the other joining hotel, I slipped on water outside of El Dorado and none of the staff seemed bothered nor phased. There was water all on the floor which caused me to fall twice and after asking for the manager, I was made to wait over 30 mins to speak to anyone whilst the woman dealing with it, walked off and refused to put a wet floor sign (due to it being a different hotel to hers). Absolutely appalling service and I’m so lucky that I didn’t hurt myself more than a bruised knee. The butlers really do make this place. This is not a 5* resort. The general staff are awful and the rooms are poor. Save your money and go to the Bahia Principe - so so much better!
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Amazing service at the TRS Pool bar
Marco May, Eduardo and Adrian Pastor in the TRS pool bar have been fantastic. Looking after us, being friendly and keeping us served with all sorts of amazing shots and cocktails. An asset to the hotel. Can't recommend them enough. Thank you for making our stay memorable.