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
5514 reviews
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May 05, 2020Fantastic Stay
We stayed here just before the Covid-19 restrictions kicked in (02-17 March) and had an amazing time. We'd intended to return to El Dorado Casitas but they didn't have the availability at short notice and our travel agent recommended TRS as an adults only alternative. We are so glad she did! We upgraded to a top floor Suite (7031) which gave us the separate sitting area and a mahoosive bath on one of the 2(!) balconies. It was modern, comfortable and we loved it. The food was excellent. A very high standard and lots of choice. We tried all of the TRS restaurants and also 2 of the wider palladium restaurants. As at TRS guest you can make reservations at the other resorts which cuts down waiting times. Having the 'on demand' little buggies to run you around when you need them rather than having to wait for the next shuttle was a lovely touch. What made the stay for us was the service from our block butler/concierge Jessica (and her colleague Brenda). My father was taken seriously ill whilst we were there and we were having to seriously look into travelling home. Jessica went above and beyond to contact our travel agency and explore what our options would be. Her obvious concern and compassion was really touching and surprising in a resort of this size. A lovely, large cocktail menu kept us busy and the size of the overall resort meant that over our 14 night stay we could do something different every day. The beach/bay is one the best we've had over our 6 separate mexico visits and my husband enjoyed the snorkelling with lots of fish and rays to see. I loved having early morning by the saltwater pool looking out at the amazing view before drifting in land after breakfast to take advantage of the shelter offered by the Terrazza pool. Lunch at Helios (served expertly by many but special shout out to Alan who would always say hello and use our names, even if he wasn't waiting on us!). The sushi is particularly lovely. We also loved Helios for a relaxed breakfast, but make sure you go to Capricho between 9-10 at least once to enjoy some beautiful live music (harpist, violinist and saxophonist) and the eggs benedict. Wandering through the mangroves, especially as shelter from the heat of the day, helped ensure that the resort felt natural and part of the scenery rather than just dumped on top of it. Little touches like the Nespresso in the room, along with a choice of two spirits, helped make it a lovely spot to come back to each evening. Our only negative experience was that we got snaffled by the Travel Club (without knowing it existed or we would have been on our guard) on our first morning. This was silly because who is going to sign up for a travel club when you've not spent any time in the resort?! If they'd waited I might have been tempted, as it was, I was just irritated! Join the Fans/Addicts group on Facebook. A great group of people who answered all of our questions (and I had many!) and give you a real overview of all the things that are available on this resort
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Apr 17, 2020Lovely resort but let down by little inconsistencies
We previously stayed 3 years ago at the GP Colonial (part of the same resort) and enjoyed it so much we wanted to return and try the adults only TRS hotel with its nicer accommodation whilst still being able to use the facilities of the 3 joining hotels. ROOM Our Junior suite was modern, clean and on the 3rd floor, nice view. We were glad we had not opted for the room with a pool as these are all on the ground floor, overlooked by the rooms above and more of a plunge pool than anything else. (if fact we only saw 2 rooms using their pools) You can request a daily linen change but by day 8 our bed had not been changed so we put the sign on the bed to request a linen change. Housekeeping only changed the sheets not the pillowcases, so the following day I stripped the pillowcases to make a point and put the sign back. Bathroom amenities were not restocked at all for our 2 weeks, we had 3 cottonbuds, 1 nailfile, 1 showercap. Nespresso capsules were not restocked either which after mentioning to our butler was then done daily. The butler service was a nice touch but they were clearly stretched with ours often changing (we had 5 different ones) or not there at all, and hence we didn’t really use them. Saying that we did get them to reserve a taxi for us to Cirque de Soleil (MXN1800) (separate review) and book hotel dinner reservations on occasion. One of our butlers advised we did not need to book for the group Archery and Shooting sessions, just to turn up, however when we got there the sessions were fully booked. Being our last day we could not do it which was disappointing. POOLS The new infinity pool is stunning, with nice clean, cool water and 3 different tiers so always a choice depending which tier is quiet/busy. Loungers with shade is limited and very few sunshades which are also very small. The sea water pool was disappointing, the water more viscous and cloudy than 3 years ago, hence maybe why few people used it. A lot of sand and sediment had built up in the bottom meaning it was very very shallow in parts restricting the water flow. We did not use the other pools however of the main pools White Sand’s was always empty and Colonial’s packed. Also not all of the life guards asked non TRS guests to leave so sometimes there were non TRS guests using the facilities which was frustrating. SHOWS We were lucky enough not to have to pay for the Chiq Cabaret as we booked before the charges were introduced last year however would I pay, NO. Lots of singing and dancing, nothing memorable, red wine unpleasant, food mediocre and in fact I preferred the pre-show and the Colonial free evening shows which were actually more entertaining and enjoyable. RESTAURANTS Food was all of excellent quality. We preferred the non TRS buffets, Dahlia for breakfast and El Gran Azul for lunch as at least their you could actually get a proper portion of foo. At Helios and Capricho buffets, although a more pleasant ambience and good service, everything was portioned on tiny plates which was really annoying and fiddly. as it meant 3 trips just to get a tiny portion of fruit for breakfast, or a main dish at lunch time. For dinner most of the themed restaurants were reasonably good, with La Lola probably our favourite, but Adelita, Gaucho, Chang Thai also worth a mention. La Boheme was completely overrated, and more akin to the level of food i would cook, maybe the chef should invest in a French cook book to see what French food actually is. Sumptori was ok but less cream cheese based sushi rolls would be a bonus. BARS The TRS lobby bar could not provide a cocktail menu, after going on the TRS portal to choose our drink we found that you don’t get exactly what you order (unless it's a Margerita). Each bar member seems to serve their own version of each cocktail so each time it's a surprise what you get. All of the other hotel bars had cocktail menus and drinks seemed more consistant however less alcoholic than the TRS ones. Colonial lobby bar was always chaotic with poor service and poor quality drinks, unless you waive a tip at the bar tender you were unlikely to get served. For coffees if you want a Latte - order cappuccino, for Cappuccino order Macchiato! And for a licquer coffee we gave up and ordered a cappuccino with a shot of alcohol on the side. OTHER The Gym good size with lots of equipment although only 1 upright bike. Water, fruit and towels provided. The Spa nice, clean but only a dozen loungers which were always taken by towels so nowhere to relax. Spa bar does great smoothies. The beach had no issues with weed and cleaned daily. Watersports were not possible as it was too windy. Snorkelling good with lots of fish, also saw a 3 foot wide stingray whilst snorkelling. Lots of wildlife around the property, immaculate grounds. This is a lovely, large resort and easy to walk around and explore, (we walked 37 miles over the 2 weeks!) or if you are feeling lazy carts will whisk you where ever you need to go. The staff were mostly friendly, however this time we felt that more staff seemed very ‘tip’ driven and the level of service you received was very much dependent on whether they thought they were going to get a tip at the end of it or not. Although I still love the resort itself and the facilities the inconsistencies with the service spoilt it for me.
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Apr 13, 2020Disappointed
Great holiday at the hotel until we had to move hotels due to its closure because of a reduction of guest. We I checked in I upgraded our room for a significant amount. When we had to move hotels we were promised a refund for the outstanding days however we still haven't received any refund or any response to my emails and calls. I was considering returning in 2021 and paid a deposit with the travel agency however, I feel I will be changing resorts as a result of my experience
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Apr 12, 2020
Honeymoon
We visited TRS for our last minute honeymoon due to COVID19. We were extremely happy with our decision and had a great time. First, we were greeted with champagne and treated extremely well upon arrival. We stayed in Villa 65 with a private plunge pool. The room was clean and nice. The only issues we had was that the AC and fridge did not get cold enough and the tv was not loud enough. Other than that, everything was above what we expected. The private pool was amazing, the room service was great. Helios was great for breakfast and lunch. The dinner menu was not my favorite. However, our waiters were amazing and friendly and the reception staff always remembered our name. The infinity pool was beautiful and the bar tenders were attentive and awesome. The pool was basically empty during our stay due to the COVID19 crisis. The spa was great. We enjoyed a massage and also enjoyed using the pool and hot tubs which were almost empty as well due to the hotel closing shortly after we left. We enjoyed most of the food although we did not get to try every restaurant due to the hotel closing shortly after we left. We actually asked if we could extend our stay and were told yes but when we attempted were unable due to COVID19 The only thing i did not like about our vacation was that they pushed a meeting to become members of the travel club on us. They convinced us to meet our first morning even tho I called to postpone and took up 3-4 hours of the day talking to us. They finally showed us the price and we explained that due to just getting married and saving for a house we cannot at this time although we would definitely vacation at their hotel again. They kept pushing and got an attitude with us and made us feel awkward for not having the funds to join the travel club. I did not like this at all.
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Apr 11, 2020
Beautiful but way too big!
We were looking for a small adults only resort. We know what we like and were assured the TRS was small and right beside a beach. The resort was large, spread out,having to take cart from place to place. We had a room close to main lobby so that was a bonus, however we look for beach and activities (water aerobics, music). These activities are offered, however nowhere near our room. The TRS adult beach was 4 kilometers away and an 8 minute ride. Often there were no beds available, however always chairs. The beach was beautiful, rocky to get into water but way too far from room. We were across from adult pool, difficult to get chairs and the pool was so cold, nobody really used it. Since it was the "quiet pool", no fun music. Bartender was amazing though. Alfredo was great and his young helper was great too. We tried to get moved to a more suitable resort for our liking which we have done in the past with no problem, but Sunwing totally let us down. They wanted to charge us 1700. and didn't get back to us until day 3, late. Betty, the supervisor heard of our disappointment and really was sweet. Tried to offer another room, made sure we had reservations, checked on us daily. She was very lovely, unfortunately this doesn't change the fact that we spent over 4000. and really did not enjoy our trip. This resort is lovely, people return over and over, just really not our type at all. Disappointed in Trip Central as i made them aware of my concern prior to going and Sunwing. I can't believe the lack of care from them. Never again. So, thank you Betty, I am so sorry but totally out of your control. Very minimum night life, very quiet, you have to go to next resort on a trolley for entertainment. The longer i think about this trip, the more upset i get.