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Recent guest reviews

It would be nice to have bilingual staff at the check-in counter. Ala carte options should be explained during check in and more sitting available. Several empty sits were presented while we were dining but reservations were very limited. It was told to us we could offer money to get seated. I already paid several thousands of dollars why do I need to tip the manager to get a seat at ala carte??

Where do I start…. This property is HORRIBLE. They don’t explain anything to you, probably because almost none of the staff speaks English. The rooms are dirty, they give you a card for pool towels and you can only get the 1 towel per day. All children amenities close very early so be prepared to entertain your kids. Kids have a tiny little swimming area and tiny pool, nothing like the pictures. The food is extremely stale and nothing there is fresh. Also my sons, daughters, and my eyes got soo swollen the next morning that we woke up. The manager did offer us another room and to help us make reservations for other restaurants but we wanted to get away from that property as soon as possible. When we asked the manager to give us a refund for the days that we weren’t going to be staying there (remaining 8 days) he said no when we asked him why he said because I don’t want to.) Service, food, staff everything about this resort really disappointed us.

Stay here only if u like cold over cooked food and to eat the same thing every day

Wonderful service. My children enjoyed the Kids club and pirate buffet. The grounds do a great job in nightly entertainment.

I really like and enjoyed this resort. We went for a whole week for my daughter's birthday and we had a great time. The food was great especially at La Carta restaurants. We were able to make reservations every nights with no issues. The room at the Family club are very kids friendly. Love the kids activities and water park. Great resort for toddlers and small children. For my daughter birthday they decorated the room got a cake during dinner time and i brought balloons and they put it in the table during dinner time. The staff are very friendly and helpful. Hotel is very clean and very big to walked around. Very grateful for Sandra G. She was constantly in communication with me and making sure my daughter's birthday was special. The only thing i didn't like was the alcoholic drinks. They used cheap liquor and the drinks were not good Overall we had a great time, had a great vacation and looks forward to go back again.

All staff is always kind, friendly and helpful… The food? Hooo my god!!! I try like 7 o 8 different restaurants and they all are delicious.

There are some serious pros and cons for this property. The resort is gorgeous with impeccable grounds however it is huge and confusing to get around-too big. Very cool wildlife all around the resort. The food is not good. I wanted to like it and I love food but it was (even the restaurants) very mediocre fare. Taco bar by pool was the only good food we had. Breakfast buffet ok too. The beach looks gorgeous but is very seaweeds and rocky. Swim far out enough to get sand and it is great swimming. A few days the water cleared up enough for us to snorkel around and saw some rays fish and conchs very cool. Worst part of this resort is probably the blasting terrible music right on the beach. If it was chill music like reggae that would be okay but it like blasting techno beach party not my scene .I would like to relax on the beach not listen to rave music. The massage tables are right by the music so we went to another resort for a beach massage. Good amenities like nice spa, paddle board kayak rentals and boogie boards, luggage pickups, shuttle etc. very nice staff. Overall had fun but would not return

We went for my daughter’s birthday and it was so disappointing. They asked if we were celebrating anything prior to our arrival and literally did nothing to make the event special. On her birthday she wore a birthday headband and sash and they didn’t even acknowledge it!! Our waiter for dinner or any of the other staff didn’t even say happy birthday!! The outside of the resort was well maintained and beautiful…the rooms were not. In our room the curtain was broken, the hairdryer was broken, the sofa had stains all over it, there was only one tiny garbage can for the entire room, no where to hang wet clothes or towels, (only one two prong hook), no extra blankets or pillows and the room was outdated and run down; with a musky smell. The food was mediocre at best. You have to make a reservation to eat at the restaurants and it’s not worth it. I can’t say we had a great meal anywhere. For the service…well it was obvious they were short staffed. The waitstaff was not very friendly and the pool bartenders were moody and rude. Thankfully we had an incredible pool side waitress named Mariana who saved us from leaving the resort everyday. She was friendly, fun and such great service. I had a massage at the spa that was incredible. Hector was by far the best Masseuse I have ever had! Totally worth the money!! The resort did not have any fun energy and I unfortunately will never be back there again. Hopefully other families have a better experience than ours.

Thank you for your hospitality

The staff was very friendly and helpful

Very nice property! Very big property! Buffet dining was cold at times.

Huge property with a lot options but food quality and options are absolutely terrible .. buffet quality is ablaolutey bad and sit in restaurants don’t have reservations available… no warmth from the staff …

Very family friendly. Buffets were ok. Only bad thing is that you can’t book all your restaurants for dinner at check-in or all in a day, you need to wait 2 day period. Staff was amazing though. We got the all- inclusive and I highly recommend you to do all-inclusive. Rooms were very nice and housekeeping were amazing.

My biggest “complaint “, is that the person who checked us in sent us walking to the wrong side of this massive resort looking for our room. When we finally found someone who was able to help, it took them about 20 minutes with walkie talkie assistance from others to locate our room. Other than that we really enjoyed our time, and plan to go back when the resort is fully open again

We loved the preservation areas throughout the property, they were gorgeous and gave home to wildlife like coatis, deer, iguanas. Plenty of choices of pools and restaurants. Everybody could find one that fit their needs. Food could have been better, but we were too busy drinking and playing in the water anyway. Tacos at the pool were the best! We will be returning!

The check in and check out service is super slow. Almost no Wi-Fi at the property. Food was ok. Pools are great. The rooms look very old style.

Prolongación 5ta Avenida Mza 20 Lote 06 Playa del Carmen QROO

Hotel highlights

  • Free buffet breakfast
  • Free WiFi in rooms and public areas
  • Free parking
  • Onsite dining

Located within a leisurely stroll of Playa Xcalacoco, Princess Family Club Riviera - All Inclusive is within a few miles (5 km) of El Camaleon Mayakoba Golf Course. This 144-room, 4.5-star resort welcomes business and leisure travelers with 12 outdoor pools, a full-service spa, and 12 restaurants.


Dining

Free buffet breakfast is included with your stay and awaits you each morning from 7:00 AM to 10:00 AM. There are ample dining options with 12 onsite restaurants, including Buffet Family Club, which specializes in international cuisine. Savor a meal from the comfort of your room with 24-hour room service.


Rooms

Plasma TVs come with cable channels, and guests can stay connected with free WiFi. Bathrooms offer jetted tubs and free toiletries. Other amenities include free minibar items, balconies or patios, and coffee makers.


Property features

Guests of Princess Family Club Riviera - All Inclusive have access to a full-service spa, 12 outdoor pools, and a nightclub. Free parking is included with your stay. The front desk has multilingual staff on hand 24/7 to help with concierge services, dry cleaning/laundry, and securing valuables. Other amenities at this all-inclusive resort include a children's pool, a gym, and outdoor tennis courts.

Room options

Family Room (Club)

1 King Bed and 3 Twin Bunk Beds | 2 Double Beds and 1 Queen Sofa Bed | Sleeps 5

Family Room, Pool Access (Club)

1 King Bed and 3 Twin Bunk Beds | 2 Double Beds and 1 Queen Sofa Bed | Sleeps 5

Guest reviews for Princess Family Club Riviera - All Inclusive

Everyone (11) Family (16)
4
Family

It would be nice to have bilingual staff at the check-in counter. Ala carte options should be explained during check in and more sitting available. Several empty sits were presented while we were dining but reservations were very limited. It was told to us we could offer money to get seated. I already paid several thousands of dollars why do I need to tip the manager to get a seat at ala carte??

By on Nov 20, 2022

Review comment responded on Nov 23, 2022

Hello dear Nicole, thank you very much for your feedback. For us it is very important to know the opinion of our guests, this helps us to know the areas of opportunity to improve our service. Rest assured that we will take your comments into account to make positive changes on these issues. Thank you for trusting us for your stay. We send you a cordial greeting.

1
Family with small children

Where do I start…. This property is HORRIBLE. They don’t explain anything to you, probably because almost none of the staff speaks English. The rooms are dirty, they give you a card for pool towels and you can only get the 1 towel per day. All children amenities close very early so be prepared to entertain your kids. Kids have a tiny little swimming area and tiny pool, nothing like the pictures. The food is extremely stale and nothing there is fresh. Also my sons, daughters, and my eyes got soo swollen the next morning that we woke up. The manager did offer us another room and to help us make reservations for other restaurants but we wanted to get away from that property as soon as possible. When we asked the manager to give us a refund for the days that we weren’t going to be staying there (remaining 8 days) he said no when we asked him why he said because I don’t want to.) Service, food, staff everything about this resort really disappointed us.

By on Oct 6, 2022

Review comment responded on Oct 6, 2022

Hello dear Alina, we appreciate you taking the time to share your experience with us, all messages are welcome because they help us improve the quality of our service.We are sorry that we were not able to exceed your expectations; All our guests are given the appropriate cards for the whole family, which you can exchange at any of our shacks, where towels are delivered, you can keep the towels throughout your stay or change them at the end of the day or in the middle and ask again at any time, just remember that at the end of your stay the towels or cards have to be delivered.We have many and varied children's activities throughout the day, both in our Family Kids Club and in the Sunset section.At night we also have activities in the theatre and family shows and if you are more intrepid and want a night out, our nightclub closes at 1 am, so if we have different activities in which, you can have fun and enjoy.However, despite talking to your agency so that they would allow us to provide you with the necessary comforts and show you the places to make your stay pleasant, you decided that only one day was enough to give us that opportunity and not allow us to provide you with the possible solutions to your stay. .We hope that you can give us the opportunity at some point in a minimum stay of 3 days so that you can enjoy the activities and amenities that we offer.Best regards.

1
Family with small children

Stay here only if u like cold over cooked food and to eat the same thing every day

By on Sep 1, 2022

Review comment responded on Sep 1, 2022

Hello dear Renata, thank you very much for the time you took to rate your stay and share your experience at the hotel. We are sorry that your stay with us was not pleasant. We appreciate your comments and we will prepare a report with what you told us and we will send it to the corresponding areas in order to make positive changes in these issues. We hope to have the opportunity to serve you again and to change your perspective. We send you a cordial greeting.

5
Family with small children

Wonderful service. My children enjoyed the Kids club and pirate buffet. The grounds do a great job in nightly entertainment.

By on Aug 13, 2022

Review comment responded on Aug 13, 2022

Hello dear Oscar, thank you very much for this extraordinary rating and for sharing your experience at the hotel with us. For us it is very important that our guests have the best experience at the hotel, so we are proud that we have achieved it with you. We hope to have the opportunity to serve you again and that you continue to create more memories with us. We send you a cordial greeting.

5
Family Family with small children

I really like and enjoyed this resort. We went for a whole week for my daughter's birthday and we had a great time. The food was great especially at La Carta restaurants. We were able to make reservations every nights with no issues. The room at the Family club are very kids friendly. Love the kids activities and water park. Great resort for toddlers and small children. For my daughter birthday they decorated the room got a cake during dinner time and i brought balloons and they put it in the table during dinner time. The staff are very friendly and helpful. Hotel is very clean and very big to walked around. Very grateful for Sandra G. She was constantly in communication with me and making sure my daughter's birthday was special. The only thing i didn't like was the alcoholic drinks. They used cheap liquor and the drinks were not good Overall we had a great time, had a great vacation and looks forward to go back again.

By on Jul 24, 2022

Review comment responded on Jul 25, 2022

Hello dear Arianelys, thank you very much for this extraordinary rating. We also want to thank you for taking the time to share your experience at the hotel with us. Our goal is that our guests have the best experience in our resort and we are proud that we have achieved it with you. We will certainly send your comments to our collaborator Sandra. We will prepare a report on what you mentioned about the drinks and we will send it to the corresponding areas in order to make positive changes. Thank you for trusting us for your stay. We send you a cordial greeting.

5
Family with small children

All staff is always kind, friendly and helpful… The food? Hooo my god!!! I try like 7 o 8 different restaurants and they all are delicious.

By on Jul 14, 2022

Review comment responded on Jul 15, 2022

Hello dear Jose Fernando, we hope you are well. Thank you for this extraordinary rating and for taking the time to write your review telling us about your experience at the hotel. We are proud that our team of collaborators has made your stay pleasant. We always seek to offer the best service and we are happy that we have achieved it with you. Thank you very much for trusting us for your stay. We hope to see you soon. Best regards.

3
Family with small children

There are some serious pros and cons for this property. The resort is gorgeous with impeccable grounds however it is huge and confusing to get around-too big. Very cool wildlife all around the resort. The food is not good. I wanted to like it and I love food but it was (even the restaurants) very mediocre fare. Taco bar by pool was the only good food we had. Breakfast buffet ok too. The beach looks gorgeous but is very seaweeds and rocky. Swim far out enough to get sand and it is great swimming. A few days the water cleared up enough for us to snorkel around and saw some rays fish and conchs very cool. Worst part of this resort is probably the blasting terrible music right on the beach. If it was chill music like reggae that would be okay but it like blasting techno beach party not my scene .I would like to relax on the beach not listen to rave music. The massage tables are right by the music so we went to another resort for a beach massage. Good amenities like nice spa, paddle board kayak rentals and boogie boards, luggage pickups, shuttle etc. very nice staff. Overall had fun but would not return

By on Jul 14, 2022

Review comment responded on Jul 14, 2022

Hello dear Grace, thank you very much for taking the time to rate your stay and share your experience at the resort with us. We are sorry that the hotel did not meet your expectations. Without a doubt, we will prepare a report with your comments and send it to the corresponding areas in order to make positive changes. Thank you for trusting us for your stay. We hope to see you in the future and be able to change your perspective. Best regards.

5
Family with small children

By on Jul 12, 2022

Review comment responded on Jul 14, 2022

Hola estimado Jorge, muchas gracias por esa generosa calificación. Nos hubiera encantado que nos compartas cómo fue tu experiencia en el resort. Para nosotros es muy importante la opinión de nuestros invitados. Esperamos verte de nuevo. Gracias por confiar en nosotros para tu estancia. Te enviamos un cordial saludo.

3
Family Friends

We went for my daughter’s birthday and it was so disappointing. They asked if we were celebrating anything prior to our arrival and literally did nothing to make the event special. On her birthday she wore a birthday headband and sash and they didn’t even acknowledge it!! Our waiter for dinner or any of the other staff didn’t even say happy birthday!! The outside of the resort was well maintained and beautiful…the rooms were not. In our room the curtain was broken, the hairdryer was broken, the sofa had stains all over it, there was only one tiny garbage can for the entire room, no where to hang wet clothes or towels, (only one two prong hook), no extra blankets or pillows and the room was outdated and run down; with a musky smell. The food was mediocre at best. You have to make a reservation to eat at the restaurants and it’s not worth it. I can’t say we had a great meal anywhere. For the service…well it was obvious they were short staffed. The waitstaff was not very friendly and the pool bartenders were moody and rude. Thankfully we had an incredible pool side waitress named Mariana who saved us from leaving the resort everyday. She was friendly, fun and such great service. I had a massage at the spa that was incredible. Hector was by far the best Masseuse I have ever had! Totally worth the money!! The resort did not have any fun energy and I unfortunately will never be back there again. Hopefully other families have a better experience than ours.

By on Jun 29, 2022

Review comment responded on Jun 30, 2022

Hello dear Victoria, we hope you are well. We are very sorry for what you tell us. Without a doubt, we will prepare a report with what you mentioned and we will send it to the corresponding areas with the aim of improving the service. We will continue to work hard so that there are improvements in the mentioned points. Thank you for trusting us for your stay. We hope to have the opportunity to change your perspective about us in the future. We send you a cordial greeting.

5
Family with small children

Thank you for your hospitality

By on Jun 28, 2022

Review comment responded on Jun 28, 2022

Hello dear Cesar, we hope you are well. We want to thank you for this extraordinary rating and for taking the time to rate your stay at the hotel. We always seek to offer the best service and we are proud that we have achieved it with you. We are happy that our hotel has met your expectations and that you have created good memories with us. Thank you for trusting us for your stay. We send you a cordial greeting.

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