Viceroy Riviera Maya

Great property. Very well-maintained. Accommodations are great. Staff are incredibly friendly and accommodating. Exceptional service. The on-site restaurant offerings are also far above average. Everything we ordered was delicious!

We booked an oceanfront room for 8 nights at the beginning of November. The room was everything we expected. It was beautiful and was just steps away from the beach. We were travelling with another couple and dined at the Mexican restaurant on the property, which was just ok. The tab for the four of us was $400, which we thought was a little high, even for a high-end resort. This property is beautiful, and the service is really top-notch. We made many friends among the employees, which made our trip even more comfortable. Everything from maid service to pool service was spot-on. We did have one major issue for the next 3 nights. A group of 18 loud and obnoxious people from L.A. came to celebrate a 50th birthday party, and this was not the right place for them. All they did was drink all day, take over the pool, and keep drinking in the evening. I thought I might have accidentally booked Club Med… which is where they should have been! This went on for three very long days and nights, and no one was happier than we were to say Adios! Needless to say, we were not happy; however, after they left, the rest of our vacation was everything we expected. In addition, the hotel took very good care of us and made things right—a big thank you to Jasmine for helping us through this situation. This Viceroy is closing in April for 18 months for renovations, and we want to be near the front of the line when they reopen. P.S. A couple of suggestions, adding non-slip tape to the ground near the pool in our room would be a brilliant addition, as we had one wipe-out and two close calls. Second, for the oceanfront rooms, adding a water faucet to wash off your feet would be great, as we were tracking quite a bit of sand onto the patio and in our room.

Extremely Disappointing Response to a Serious Safety Incident We’ve stayed at the Viceroy before and returned because the atmosphere is nice, the service is generally good, and the views from the rooms are beautiful. While the rooms are definitely outdated from a technology standpoint—the TVs barely work and many features feel old—the overall experience had always been solid enough to overlook it. This stay, however, was completely unacceptable. We were in a two-bedroom suite (over $2,000 per night) when the building lost power around 3 a.m. Shortly after, smoke started pouring into our room. With no electricity, we couldn’t open the blinds, so I had to manually force them open and discovered the building we were in was actually on fire. There were no fire alarms, and we were evacuated only because staff knocked on doors. We had to pack our things in pitch darkness and get our family out at 5 a.m. Thankfully we were leaving that day, because we were never allowed back into our room. What makes this experience even worse is the hotel’s response—or lack of one. No acknowledgment, no apology, no credit, not even a complimentary breakfast. I emailed the manager (Maribel) twice and have received no reply at all. The guy who checked us out at the front desk said we already paid for the room so there was nothing he could do and that k would have to email the guest experience manager. For a property charging luxury prices, failing to address a frightening safety incident and the massive inconvenience it caused is unacceptable. The hotel itself can be beautiful, but the way this situation was handled leaves us questioning whether we would ever return.

We had an absolutely amazing and relaxing time at the Viceroy. It is a beautiful, quiet escape with a tranquil beach and top tier food. The service is where they stand out - Pepe had us covered at the beach and pool every day with a smile on his face, checking in frequently and giving us whatever we needed to relax, and Fernando and Fabian took care of us for dinner every night in a very personable manner. The chef at La Marea, Alejandro was fabulous as well. Our mezcal tasting and guacamole tasting classes were quite enjoyable as well. The private plunge pools and moon showers are also a great touch. The Viceroy is a great escape from all the tumult of larger, family-oriented resorts, and you truly feel like you're on a secret getaway. Would absolutely recommend a stay!

Team Viceroy did not disappoint! Everything was exceptional, with a very high level of service, from check-in, to our room, the pool, beach service, and food. All was truly extraordinary. We made some new friends with the staff, and they were all extremely friendly and eager to assist us. Some special shout-outs to a few folks who were truly great in making our experience wonderful. Pepe and Luis did everything possible on the beach to ensure we had what we needed and were enjoying our stay. Jeol was very welcoming at check-in, and Alberto was very helpful with any requests made during the night. And SPECIAL MENTION to Encino who cleans your glasses like no other! The Spa was AWESOME and Rosa and Maria are very talented.