“We love traveling to Mexico. In 40 to 50 trips, we have never had a bad experience -- until this trip to Nickelodeon Riviera Maya. The trip started with a 5 hour check-in process. We did arrive early (noon) but knowing that check-in was not until 3pm, we planned to have lunch and take a tour of the hotel and water park prior to checking in. At 5:15pm -- after sitting in the hotel lobby for over 2 hours -- we were finally shuttled to our rooms. The food was adequate (Piazza was really good). The facilities are nice, however, the first night we killed a cockroach in our room and one of the beds in our children's room was already occupied by ants! The worst part of our trip came on the last morning. We had an early flight out (6:40am) so needed to leave the hotel by 4:30am -- private transportation arranged for 4:15am - 4:30am pickup. When we get to the lobby of the hotel at 4:10am, we were notified of "road repairs" on property so we were taken a different route to get to our golf court transportation than we had ever been. We had no idea where we were going -- lugging our own luggage -- but the hotel staff had no clue either. After walking down hallways and through large, dark rooms (6 adults, 6 children), we finally made it to some "service entrance" near the back of the hotel. To get the ground floor below, we had to drag our bags down approximately 20 stairs to reach golf carts waiting. To make matters worse, one member of our party is disabled and has a tough time navigating stairs -- not to mention there were 20+ and it being 4:30am. After being shuttled to the front of the hotel we were then informed we had to "check-out." Since we were already 30 min behind schedule (30 min from the airport and less than 2 hours from our flight time) we asked if the hotel could just run our cards they had on file instead of us having to walk back upstairs to check-out -- not a chance. All 3 families had to go back upstairs and go through a very slow check-out process (with the exact same cards the hotel had on file) so we could receive our handwritten note that indicated we were "paid-in-full" in order to be released from confinement. In all my previous experiences to Mexico, I cannot say enough great things -- this one was different. For kids, the Nickelodeon concept is great -- but this place is terrible. The one place I can praise the resort on is the friendliness of its staff. While most proved to be completely incompetent, the vast majority were very friendly and willing to help -- they just didn't know how to help. Nickelodeon Riviera Maya is a poorly run organization, the fault lies at the feet of poor management and leadership -- not its staff. I'm sure the staff is as frustrated as its guests......”

“Muy buen hotel, excelente servicio y muy buena limpieza”