Aventura Spa Palace All Inclusive - Adults Only

This hotel advertises as adults only but the reality is they split the resort into two and families are allowed on one side. All of the entertainment is on the family side, if you need to get a bus for a trip you have to go to the other side. The better pools and places to eat are also on the family side. When we complained they blamed [...] for not being clear about the resort.Also, the service was not what it was the last time we were there. We scheduled someone to help us with our bags when leaving and they did not show up. The facility is looking old. The shower head had two leaks and you could tell they tried to patch it instead of replace it. People we met ended up changing facilities.

The point of this review is to make all customers aware of what they are paying in to. My husband and I booked Aventura online through Palace Resorts (airfare and all inclusive vacation). All was well and good and we decided to spend the extra money on land and air insurance because it was the best way to go and it would give us a piece of mind in case something happened. First, we had to call Palace Resorts three times before leaving for our vacation to get our documents since we didn't receive them 20 days before as promised. Who cares though right? Well, we didn't think anything of it. I got the documents and they were pretty scarce but I figured they were everything we needed. Boy was I wrong. We were honeymooners so we decided to upgrade to concierge level and pay the extra moolah to splurge and really get what we wanted out of our vacation. Here's were the trouble started... 1. The Palace Resort people didn't have our names on their list as Aventura Spa customers when we got off the plane so we had to wait an hour to get picked up. 2. We didn't get our complimentary champagne when we walked into the resort as part of our package 3. We were supposed to have a concierge consultant to take care of us and help us book excursions while there..... but we never saw him once. Had to do it all on our own. 4. Here's the biggy.... while we were there our airline (Mexicana) went bankrupt and canceled our flight home. We found this out only from hearing from a couple on the beach who heard from their parents at home. The hotel didn't even inform us! We spent the next 7 hours.... yes 7 hours... with Palace Agents who basically told us there was nothing they can do for us. Their best advice was to go to the airport and see if we can find a supervisor from Mexicana. What service huh? To make matters worse, we were supposed to have 30 min free internet with our package to see if we could book a flight home but their internet was down that day and the next day. So we were stuck. When telling the agents they said... and I quote... "if you have insurance through us you should just book a new flight home and get reimbursed through the insurance when you get back." We called home and our parents found us a flight for that day but it would have been 3000.00 for us to get home. Palace said we could stay overnight, but they would need to charge us 350.00 to stay. That's as courteous as they could get. We ended up having to book a flight for 1600.00 a day after and spending 350.00 to stay an extra night. I had my service voucher that said we were part of Travelex insurance (what it said under the company name).... but we were given no plan number so we couldn't look up exactly what insurance we had. We had our dad look up Travelex's most basic package online at home and it covered bankruptcies so we used that to confirm what the Palace Resort agents had said. So, with an extra 2000.00 spent on our honeymoon we go home expecting to get this taken care of because we had insurance. After many many phone calls and hours with Travelex that didn't have us registered under their insurance plan, I find out that we were under Tripmate insurance and this insurance doesn't cover bankruptcies. If the airline went on strike we would have been covered though. This is the type of customer service Palace Agents gives. It has now been 2 months and I am still pending an answer as to if Palace Resorts is going to do anything for THEIR MISTAKES and THEIR PROBLEMS that resulted in our circumstances. Because of them we are down 2,000.00 and deeply in debt. They are TERRIBLE with customer service and they should not be considered as having 4 and 5 star resorts with the employees they have. They don't even know the insurance policy that they sell to their customers. PLEASE PLEASE PLEASE DO NOT MAKE THE MISTAKE OF GOING WITH PALACE RESORTS. We did and they ended up ruining our honeymoon, which was supposed to be the best vacation of our lives.

We arrived and one of the rooms was not ready on time. It was after 3:00, check in time. The food was lacking, not much of a variety. The Italian Restaurant was good, fresh but it did take them an hour and half to seat us. They often ran out of Dos X and Tecate lite, and when it would become available the beer was hot. Its advertised as a Palace, not true! The advertisement said we would be able to visit the other Palaces, no such thing! The hotel needs extensive work, its run down. If you're looking for white sandy beaches, this is not your hotel. No beach access, and whatever looks like a small area of beach is crusher fine rock. The hotel staff could of been a little more friendly, compare to other hotels we have stayed this one is way at the bottom and we will not be back!

We were naive enough to agree to listen to their presentation of the "vacation package" while we were visiting Riviera Maya last month. We were easily able to resist purchasing the overpriced "vacation insurance" they kept pushing on us, but finally wore down at their final effort to get us to come back by making a down payment on a vacation certificate for a single return trip. A young lady named Grace Pena told us that for $1200 we could purchase this certificate which was good for a four night ,five day stay at a Hard Rock hotel in 2013 or 2014. It sounded reasonable enough, so we paid a down payment of $300, and were told that we could pay the remaining $600 in two installments. I really don't know why I was surprised when the representative of the company who contacted us after our return home told me that she was not able to honor the price of $1200, that the actual price of the discount certificate was over $1500. I don't know why I was surprised when she told me that our initial payment of $300 was only a non-refundable "processing fee." (There is no mention of this anywhere on anything we were given.) I would seriously steer clear of this place at all costs. The food is mediocre at best, there is no beach, just rocky lagoons that are underwhelming, and grounds that are old and shabby. They will pressure you very hard to buy into their vacation club. The front desk staff is rude and unhelpful.

Our stay at the Aventura Spa Palace was great, but as with any vacation there are things you wish could have been better. By far, the best part was no kids allowed. I didn't even think about children until we saw one on a tour. My main suggestion to others would be make sure you ask for what you want and be specific with requests. We asked for a Mayan Coffee, expecting the whole show, and only got the coffee....twice. The third time we learned to say we wanted the show, so make sure to tell them you want the show too. They treat you better, and you get extras in your room. Also, and as with any bar, make sure to ask for top shelf if you want it.

First, our room was out in the parking lot. Then they switched us, to a room that was even noisier. We listened to time share staff for 3 hours. The food was awful and I got terribly ill, almost had to be hospitalized when returning to the states, am now on 2 antibiotics for food or water poisoning. Don't go, we wasted our money, it was out 10th anniversary and to pay all that money only to get sick, was not worth it. Go to Italy or Hawaii and stay away from Mexico.

So we chose this hotel bc of the resort credit they were offering which was nice but they just jacked up the prices on all the things you could do. We decided to do a massage cost 545 of our 1500 credit, a romantic dinner 380 bucks and not worth more than 50 - sad part is this was the best food we had our entire stay,[...]- our guide sucked!, and snorkeling which we were told was covered by the resort credits but we would have to pay 20 dollars for transportation. Well on checkout we had a huge bill and were charged for our snorkeling which we were told was included so the front desk made us walk to another area where they book all the excursions because they cant settle bills at the checkout desk but can take my money. When we went to complain it was like talking to a brick wall they didnt understand what we were saying and the lady who booked the trip for us lied right to our face and said " I would never have told you it was included" we wouldnt have done any snorkeling if it wasnt included. Never got our money back. All in all resort is ok. Very large and felt like there was not much to do. My husband and I got sick of the food after the 3rd day of our week stay and we both got literally sick from this place for the last 3 days of our trip. Beware of the food and drinks.

The hotel was great, staff was super nice, food was okay. There is absolutely no beach, which was a bummer for my husband and I. Also it rained everyday - not the hotels fault! We met around 32 people at the hotel for a wedding. The hotel did not have a good backup location on the wedding day when it rained. My friend was married in what looked like a convention center back home! [...] We spent $150 getting to and from the hotel! Overall, the experience was enjoyable, and I would stay at a Palace Resorts hotel again, just not this one. I love the beach too much!

The resort credit of $1500 has too many exclusions, and trying to book any of the SPA treatments and excursions wasted many HOURS of our time. The resort itself is beautiful, and the staff is very friendly.

Although I do not frequent resorts often, I can say that for the price that I paid for this vacation I was underwhelmed. The rooms were nice and always cleaned perfectly, the staff was very friendly and helpful. The food was ok, not great, but abundant. The pools were small, clean and the boozy crowd had a separate area. The music was over-played and overly loud. The people at the salon were great, the spa not so much. Resort credit seems like a good deal until you pay the 11% tax, on top of what you have already paid for. It was nice, clean and I had a good time, but was it worth the price tag? Not really.