UNICO 20N 87W - Riviera Maya

We had an amazing stay at UNICO! A huge shout-out to our local hosts, Alexander and Alejandro, who were absolutely exceptional. They went above and beyond to make sure we had everything we needed and made our experience truly memorable. The beach was incredible and definitely one of the highlights of the resort. Just be aware that some days there can be quite a bit of seaweed, which is normal for the Riviera Maya. Overall, we had a fantastic experience and would absolutely recommend UNICO!

We had a wonderful and relaxing stay. Beautiful resort. Zuleima took excellent care of us and was so helpful throughout our stay. Gabriel was delightful to work with as well.

Unfortunately, our stay at UNICO 20°87° Hotel Riviera Maya was extremely disappointing, particularly given the level of service and accommodations one should expect from a luxury resort. We traveled to the resort from July 30–August 3 as part of a destination wedding and celebration. Upon entering our room, we were greeted by what the resort describes as a customized scent from a diffuser. The following day, after the diffuser turned off, we began to notice a slight mold/mildew odor. Because our wedding commitments had commenced, we were out of the room for most of the day and exhausted when we returned. By the following morning, however, the odor was unmistakable and my allergies had begun to flare significantly—itching, welts, congestion and other symptoms. We then observed what appeared to be visible mold in several areas of the room, including on the ceiling near the air ducts, room dividers and around the fire/smoke detector. I have significant environmental allergies, and during our stay I developed a severe skin reaction as well as swelling around my right eye. Beyond the immediate discomfort I experienced, exposure to suspected mold or other environmental contaminants can potentially present serious health concerns, particularly for individuals with allergies or respiratory sensitivities. This made the situation far more concerning than simply an unpleasant odor or an inconvenience. We reported the condition to the hotel. In fact, one of the hotel’s own employees who entered the room commented on how strong the mold smell was. We were ultimately moved to another room—but only on the final evening of our four-night stay due to our wedding commitments. What has been equally troubling is the way our complaint was handled. The hotel offered an 80-minute couples massage, but because we were there for a wedding and had prior commitments, there simply was not sufficient time to use it. While still on the property, we requested a two-night complimentary extension, which would have allowed us to actually enjoy the resort after spending much of our stay dealing with the room issue. Instead, we were told we would have to pay for the additional nights. Ironically, after we returned home and escalated our experience to management via email, the resort ultimately offered us a complimentary two-night stay—the exact resolution we had requested while we were still on the property, when it actually could have helped remedy the situation. We gave the hotel multiple opportunities to address this matter privately and reasonably. Rather than taking meaningful accountability for what occurred, the subsequent responses from JOSE ARTURO H. CRUZ left us feeling that they were more interested in minimizing and reframing our experience than acknowledging the seriousness of our concerns and appropriately resolving them. For a resort positioning itself as a luxury property, that is simply unacceptable - the experience is measured not only by beautiful surroundings and amenities, but by the cleanliness and safety of its accommodations and, equally important, by how management responds when something goes seriously wrong. When a guest raises a concern involving a room condition that may have potential health implications, it should be treated with urgency, transparency and genuine concern—not minimized after the fact. Based on both the condition of our original room and, especially, the manner in which our concerns were handled afterward, I cannot recommend UNICO 20°87° Hotel Riviera Maya based on our experience.

The facility was exceptional, the service was excellent. Tony our personal concierge provided exceptional service and really made our stay comfortable!

Had to return again this year and we were not disappointed! Javier and Rodrigo our butler’s took amazing care of us during our week of celebrating 34 years of marriage!