Hacienda Tres Rios

I rarely leave negative reviews, but after what I went through at Hacienda Tres Rios, I feel obligated to warn future guests. This was, without question, one of the worst vacation experiences of my life. I spent almost my entire trip confined to my room instead of enjoying Cancun and Playa del Carmen. I came home sick, saw my doctor immediately, and was diagnosed with a bacterial gastrointestinal infection after suffering days of severe diarrhea, stomach cramps, weakness, dehydration, and being unable to eat. Based on my experience, I strongly believe the illness was related to the food and beverages served at this resort. Food safety should be the number one priority at any all-inclusive resort. Instead, I experienced what appeared to be poor food handling and cross-contamination. I specifically do not eat pork, yet I learned that foods were being prepared using the same cooking equipment, creating an unacceptable risk of cross-contamination. The “fresh juices” were also extremely disappointing, tasting more like syrup mixed with artificial coloring than fresh fruit. The food quality overall was far below what anyone should expect from a resort advertising itself as luxury. As if becoming seriously ill wasn’t enough, I was pressured into attending a vacation club/timeshare presentation while I was already sick. Despite explaining that I was unwell, I was still expected to attend. No guest paying thousands of dollars for a vacation should ever be made to feel pressured this way. Customer service was equally disappointing. Outside of a few employees such as housekeeping and some concierge staff, I found the front desk, room service, and several other departments to be disorganized, unhelpful, and lacking professionalism. Instead of feeling cared for, I felt ignored. After wasting nearly six hours of my vacation dealing with issues, the resort offered me a spa voucher as if that could somehow make up for losing my entire vacation. I never even used it because by then I was simply frustrated and wanted to go home. Looking at recent reviews, it’s clear I’m not the only guest reporting problems with service, construction, food quality, and overall value. Many travelers have described similar disappointments. (Tripadvisor) This resort markets itself as a luxury five-star destination. In my opinion, it does not deserve that rating. A beautiful property means nothing when guests spend their vacation sick in bed instead of enjoying it. I traveled to Mexico to make memories—not to spend days staring at a cup of tea beside my hotel bed and then return home needing medical treatment. I cannot recommend Hacienda Tres Rios to anyone. There are far better resorts in the Riviera Maya that value food safety, guest health, honesty, and customer service. I sincerely hope management takes these concerns seriously before more guests have experiences like mine.

We stayed at Hacienda Tres Rios from July 1 - July 8, 2026. We had an all-inclusive package and Hacienda Tres Ríos delivered an amazing job! My family had a very fulfilling and wonderful time at their resort. Our rooms were inviting and clean, with a welcoming platter of fresh fruits, cold drinks and snacks. All the staffs were super friendly, helpful and hospitable at all times. The resort has several restaurants and cafe within the compound. Each offers ample of food selection of appetizers, main entrees, drinks and desserts to choose from. We had eaten to all restaurants and all the food selections and drinks we have had were amazingly delightful and delicious. We were extremely satisfied and enjoyed all the unlimited meals and drinks. The restaurant staffs were truly welcoming, attentive, and provided a superb services all throughout our stay. A special shout out and our sincere gratitude to the following staffs for providing us their outmost and dedicated services (Rosa & Miguel at the Hacienda Grill; Gabriel at Portobello; Conchis, Mari & Clavijo at Alebrije Restaurant; Edgar at Kotori).

Its been an amazing trip everything has been beautiful and the food rooms everything overall was awesome will come again and thanks to gio for the tickets to cocobongo

The atmosphere at the lobby bar was amazing! Cesar has incredible talent for drinks, he is well versed, and really friendly. We would definitely come back to see him!

Wowww que buen servicio nos dio Carlos los 6 noches que estuvimos allí fue excelente en la barra de bebidas we had a good time with our family and friends we were a group of 19 and he did an excellent job. We will return only because he did an excellent service.