REVIEW C. | 07/17/2019 9:25am
My wife and I had an amazing time at Tres Rios. The place is beautiful and the staff is top notch.
REVIEW C. | 12/12/2018 10:06am
We have traveled a great deal over many parts of the world. Never in our lives have we been treated so wonderfully. They treated us like we were family they could not do enough for us. Our apartment was exquisite. We had a two bedroom unit and a butler and a housekeeper. The grounds were so beautifully and well-maintained all the buildings are well-maintained you never saw anything out of place. Everywhere you went everybody was so friendly you were greeted with “hola”, employees stopped and asked how we were doing, do we need anything. Our Butler arranged for chocolate covered strawberries and a cheese platter delivered to our apt every day at 5 pm. I ttruly felt like Queen for a week
THOMAS H M. | 07/22/2018 10:30am
I enjoyed this resort so much, I went back a second time for the Triathalon on 5/26/18. The natural beauty of the cenotes (underground rivers) throughout the 340 acre nature park is really an enjoyable diversion from a normal beach vacation, you can swim in it, kayak in it, or walk to the main pool where it comes out of the ground, and just float down to the Caribbean sea in the current - a true gem! Lots of activities, the pool bar closest to the beach was fantastic, I had some VIP cerveza service by 3 of the bartenders - and they really took care of me throughout the day! The check-in for RC/La Herencia guests is in the back of the main lobby, the space is converted into a special area for check-in days only, and the finger foods they put out on the bar are a really nice touch - champagne, slider sandwiches, desserts, etc. The sports bar/entertainment venue is directly behind this area, and had some pretty good evening bands playing until midnight (or later, I went to bed!). Overall, I ate most of my meals in the Hacienda grill at the adult pool, I didn't have a single bad meal, the pizza is one of the best I've had in a resort (by the beach pool, over the boardwalk - but avoid buffets & others on the property. The "fine dining" restaurant in the front of the main building was a really romantic setting, but the food was 7 out of 10, and a bit pricey! Overall, I have no idea how the resort gets such lousy reviews on here, but I would beg to differ, or just got really lucky for 14 days in a row! I would like to salute & comment Sr. Santiago, Charlie & Jessica for superb, friendly faces as the Butler staff - they went above & beyond my expectations, and were a great way to start the day with their smiles, and fantastic attitudes! Always remember to tip your butler, and the housekeeper, who was fabulous in the 3-bedroom residence unit (gorgeous & spacious condo, in building 5!).
REVIEW C. | 06/06/2018 9:25am
Our 3 bdrm was marvellous as we had visitors from the UK and Hawaii. The interior was spacious from the bedrooms to the living room. Adequate for 8 adults comfortably. However the beach area area was small and the presence of seaweeds did not help. We heard about the seaweed infestation and it is still really bad. Hopefully when we return next time, the seaweed issue is gone and we can enjoy the beach.
REVIEW C. | 05/02/2018 9:52am
We were very pleased with this property, Small but very comfortable, Everything was with walking distance.No transport trains.
ALEXANDER H. | 01/28/2018 5:39pm
Every year we come to this resort for two weeks during Christmas/New Year season. H3R is a perfect and serene family resort surrounded by unique nature. The rooms are very specious, immaculate, with fully equipped kitchens, comfortable bedding , and large balconies. Every one in my four generations family finds suitable for their age and taste activities, food, comfortable place next to the pools, beach etc. Due to the unique layout , the resort never fills crowded and has plenty of cabanas and beds even in the pick season. The resort staff is excellent and very helpful; the food is great and can always be ordered based on your specific needs or restrictions. Many thanks to Miguel A. O. for accommodating my family with multiple special requests, and for making our stay at H3R pleasant and memorable.
REVIEW C. | 10/25/2017 9:25am
Carlos, Enrique, and Karen provided by excellent service due in our stay. They accomodated a room change without any inconvenience. They were very r sponsors and attentive the hike assisting us with medical care for my wife who required stitches to her foot. Th ability to visit sister properties is a nice amenity. We loved the Fisherman. The staff were very knowledgeable, attentive, and personable. The flautist who performed on the terrace one evening was outstanding.
REVIEW C. | 10/13/2017 1:19pm
We had an exceptional experience. The Butler staff went out of their way to make our vacation special. The food was excellent except for the Asian restaurant which was sub par. We loved the romantic remoteness of the resort and privacy of the pristine beaches, but we were only a short taxi ride away from Playa Del Carmen and the restaurants and night life.
REVIEW C. | 02/22/2017 3:45pm
This property should not be in the Registry Collection. We haf 14 issues in our hotel suite (we were supposed to have a one bedroom condo) four of which remained through our stay. The food was mediocre at best and not worth $129 pp day. We were duped by their transport partner - $85 prepaid for a private 'very nice' car to return to the airport that never showed. They put us in a $30 taxi instead. Owners at this property are discouraged by slow decline. This makes us question continuing our Reg Collection membership.
REVIEW C. | 10/12/2016 1:11pm
The staff was extremely nice. Our Butlers always went out of their way for us. The beach area needed work and was extremely small. Debris from the rivers washed up and you couldn't walk in the water without stumbling all over black balls of roots and dirt. It also smelled of organic rotting, they needed more foutains through the main lagoon to keep the smell down. The food was very good.
REVIEW C. | 08/31/2016 9:50am
the property is very unique with the park around. We took couple of tours and were very interesting. The only thing that was confusing was the check in because they were not informed that we were optional all inclusive. When I tried to reached Registry collection I got no answer. I emailed a week prior to my arrival and Registry never replied. Still the hotel honor it and we were treated really well.
REVIEW C. | 06/29/2016 9:40am
While Tres Rios is a beautiful property from a distance, once you are on the property it is clear that it is about making money, not impressing customers overall. The food was mediocre at best. The buffet was literally one of the worst buffet experiences we have experienced in 20 years of travel and 15+ years going to Mexico every year. The property is littered with empty cups and trash in the bushes. You don't see this from afar, but as we sat in the pool we could see all kinds of trash in the bushes and it is routine that empty glasses sit all around vacant pool chairs for hours or even through several days. The beach is dirty, has trash, and is never manicured to be inviting.
REVIEW C. | 06/15/2016 9:09am
Great place it's worth a try for sure.
REVIEW C. | 04/06/2016 10:48am
From the beginning it was bad. I was told we had to pay for four adults for all inclusive, when we were told we where responsible for two. Had to prove that. Then received paperwork stating we had free US and Canada free calls and had to produce that paperwork again showing the calls were to be free. Then was charged $139 per adult all-inclusive fee showed them the sheet that said $`129 and was told it would be changed and the bill was not adjusted. Really felt like we were not supposed to be there. Just wanted our benefits that we were supposed receive from being a Registry Collection member.
REVIEW C. | 04/06/2016 10:48am
hey did not know we were from registry collection upon check in nor did I know that until I got to my room and it was a 1 bedroom (for 6 per?)as opposed to the 2 bedroom I was supposed to get. Once they realized I was with Reg Col. their attitude changed and were given the 2 bedroom and treated much better. Disappointed that their paperwork didn't show that upon checking in. Other than that the place was very nice and people very friendly.
REVIEW C. | 01/06/2016 11:40am
My hasband and son both got very sick after eating chicken wings at the grill. The butler was a nice touch but inconsistent on how they could help us or get what we asked for. The resort was clean and the rooms were very nice. We were never asked to go to a sales presentation. There was a bad storm and the beach was closed for 4 of the days we were there.
REVIEW C. | 01/06/2016 11:18am
This was our second time to the resort in less than one year. We loved it. Everyone is great. The food is great. Service is impeccable. Many thanks to Raul, Gerado, and Gregorio who made our dining experiences perfect every day.
ALEXANDER H. | 07/26/2015 12:31am
This is our home resort, and we could not be happier with it - the staff is fantastic, the rooms are spacious and super clean, plenty of cabanas at the beach (even during Christmas/New Year week!), plenty of great wines, liquor (just ask for premium ones), most of the time we ordered food that was not on the menu, and never no one gave us hard time about it; if we asked to have our rooms to be tidied an extra time in the middle of a day or before bed time - it was done immediately. The uniqueness of H3R is the surrounding nature and tranquility, beautiful pools, and the good- natured people working there- Shawna, Oscar, Sammy, Julio, Alexandro, Quaquin, etc. We come to H3R every New Year, and will be back for the New Year 2016 with our big four generations family; and we all can hardly wait to enjoy our time in H3R.
REVIEW C. | 06/03/2015 11:59am
The property is beautiful BUT execution leaves much to be desired. Our ride from the airport didn't show up and the person who was to see us about it at the resort didn't show up. A bottle of wine we were promised never came. Chef didn't show up for a lunch at the grill, and many more mishaps. Their store shop has no beer or wine to buy, nor bagels, bread, etc., etc. forcing you order room service if you want somerthing in your room. There is no toaster, microwave, blender etc. And there is not one store or 'anything' in walking distance. So you're captive at their prices, their inconveniences, and their lack of management skills. We were hoping for excellence there as travel is very convenient from Raleigh and we were thinking of this location as a purchase trade with The Registry Collection. Guess we'll just have to continue our search. Unfortunately this was the last of our trade points with Registry. Such a shame - it was a beautiful place.
REVIEW C. | 05/27/2015 9:46am
Telephone charges are very excessive, made call to update roaming for cell phone was charged 1300 pesos for 14 minute call.
ROBERT W J. | 05/10/2015 6:20pm
We are owners at Tres Rios and have mixed feelings about the property. Our first visit was really great (and of course we purchased on that visit). The second time we returned, we noticed the property had started to somewhat go downhill. Many broken things in our room, pool staff not so quick to offer you a refill on your drink, beach beds dirty, and food not quite as good. Had massages that on a scale from 1 to 10, were a 5 at best (and very expensive). And LOTS of screaming children. If you don't get to the breakfast buffet at 7 when they open, then you can be sure to listen to blood-curdling screams throughout your entire meal. Kind of disappointed in Tres Rios.
REVIEW C. | 04/08/2015 1:15pm
We were disappointed that we couldn't stay at the La Herencia (Bldg 5) as we have in prior visits. We were given 3rd floor view rooms they said were equivilent to Herencia, but we felt they were a compromise. The food offerings were good and above average. Resort Staff Service is excellent .Arrangements and offerings were varied depending (depende) who you talked to. They try to push the all inclusive if you haven't signed up earlier. The 'kitchettes' are limited w 2 burner hotplates small sink
REVIEW C. | 04/08/2015 1:14pm
The jacuzzi on the roof top was not filled and we had to request that maintenance come do that, which required panels to be removed and 'jerry-rig' it to operate. We planned to use it daily, but found it had been emptied everyday when we came up from the pools beach. It took hours for ours to warm up and they never asked us if we wanted it to be emptied or told us they would do it daily. Room service food was very limited and they managed to mess up every order…the food at the restaurants was bad.
REVIEW C. | 03/30/2015 11:52am
Upon arrival at the resort we were immediately hit up with their timeshare pitch, even before we were checked into our unit. The staff person who hit us up was rude and declined to give us an overview of the resort when we made it clear we were happy with our existing fractional ownership. Our reservations showed we were to be in the 'Herencia' building. We assumed this was the case, but discovered (on our own, by looking at a resort map I obtained from Concierge) that we were simply assigned at their will
REVIEW C. | 03/30/2015 11:51am
Room furniture broken, sliding glass doors cracked. ants in the room Hotel hallways very old. Really needs an update. Carpets dark and dingy.
REVIEW C. | 03/30/2015 11:47am
The food was awful. I actually lost 2 pounds in 6 days. The drinks were terrible. The people were great. Not Registry Collection worthy.
REVIEW C. | 02/10/2015 2:42pm
Our concierge, Andy, our butler, Adrian and countless others were wonderful, and helpful. The check in process was very long. WIF should be free throughout the resort. WE opted for an all inclusive plan and we were extremely pleased with the quality of the food and beverages. The resort is unique and many activities are included. The nature park at tres rios and beach are beautiful and pristine. Amazing.
REVIEW C. | 02/10/2015 2:41pm
This was a beautiful property - but not the quality of REGISTRY COLLECTION we were expecting (not a very good beach) The service was poor and the quality of food very inconsistent along with no Internet Access in our room This was our first REGISTRY COLLECTION vacation and we were disappointed especially with the amount of credits and all-inclusive money we paid.
REVIEW C. | 01/05/2015 4:00pm
I seldom have comments on trades, but with this place I have to comment. Plus - spacious rooms, personnel hustle to help minus - We had reservations in 'la Herencia' but when checking in for 2 rooms were given 2 rooms in 'RCI' area which were fine but not the primo slots for registry. in a nutshell, service was sporadic, requests were delayed or ignored, opened in 2005 but needs attention to details to be good. note that timeshare presentation we attended was typical and not a hard sell
REVIEW C. | 12/01/2014 4:13pm
Our private spa was empty and full of debris, they did fill up after we got there. Our room leaked rain water in multiple areas, at one point we had an inch of standing water in the bedroom Because of the a part of the ceiling fell in the shower area they repaired after two days The kitchen sink dropped out of the counter area space and landed on the floor We reported everything to the front desk and usually within 24 hours they responded to everything else but only after multiple request
REVIEW C. | 11/19/2014 2:18pm
Great rooms, amazing staff, sad list of all inclusive alcohol.. The bar did not have wine by 7 on a Thursday so instead of calling one of the restaurants to bring to the bar, I had to run and get a bottle myself. Also zero entertainment which makes the evening very long.. The food is pretty basic for a resort with so much potential and it's important for registry collection owners to be aware that if you don't buy their timeshare presentation, you're banned from their resort for 3 years.
| 07/09/2014 1:13pm
This was an amazing exchange. There are so many extras one gets in the Herencia building. We did not do all inclusive and were more than fine, even given 2 dinners a week. I would let the resort know before arrival that you need refrigerator and cooking utensils and they will already be set up. I cannot say enough about how wonderful the staff is and how beautiful this place is. Be aware that there are only certain times that not having all inclusive is available. Spent 5 great weeks here!
| 07/09/2014 1:12pm
First and foremost I would like to recommend that Registry Collection NOT offer optional all inclusive properties. The resort treats all guests as if they were all inclusive i.e. the portions are small, alcohol is practically nonexistent and menu options are very limited. Prices for those guests who were not on the all inclusive plan were ridiculous. For example, if you wanted to eat the dinner buffet the cost per person was $650 pesos each or about $52 per person! I could go on and on...
| 07/09/2014 1:11pm
| 07/09/2014 1:11pm
Overall, a great resort in an excellent location.
| 07/09/2014 1:10pm
We would not recommend this property. Choosing non inclusive in an all exclusive is awkward. No pots and pans in the kitchen unit, even though the unit was equipped otherwise for cooking and dining in. No self laundry facilities provided. Very expensive to travel outside of resort. The resort is very isolated, with nothing available within walking distance. Pest control is a problem there. Our choices were to endure biting insects inside the unit, or be there while the fumigators fumigate inside
| 07/09/2014 1:09pm
We reserved a room in La Herencia building but were given another room next door. We paid points (900) for a 2 bedroom but they tried to give us a one bedroom with a pull-out couch. The room had great potential but many things did not work such as the phone, the private jacuzzi and drapes. The master bed wreaked of vomit and we had to sleep in the other bed for several nights. Little attention was given to these matters until 3 before departure. Beware of this destination
| 07/09/2014 1:09pm
Very much enjoyed our experience at Herencia. Service was great, especially julio, our main butler. Having priority access to beach beds was very nice. Registry members were treated very well. The private rooftop deck in our own building was especially nice for sunset or nighttime views.
| 07/09/2014 1:08pm
The suites are great but we would have preferred a full kitchen. The property is amazing with a lot of activities that are included for Registry guests. We chose not to do the all-inclusive, which was a great decision. The food was just OK. We prefer to rent a car and check out the local restaurants in the area.
| 07/09/2014 9:58am
Food was way over priced, quality of food was worse, service for food was ridiculously slow, constant mistakes on orders, ran out of food, internet was awful, rooms had bedbugs in them 5 of us are completely covered in bites, beach was not kept up, beach chairs we not cleaned or setup regularly, orders of methane throughout the resort, dirty facility walls doors and floors......not a Registry Collection quality property and would not recommend anyone to go there!
Alex H. | 01/08/2014 2:51pm
Our family of nine (three generations!) just returned from Hacienda Tres Rios after spending there a week and celebrating the New Year 2014 year in a fabulous atmosphere of a great resort! This was our third time in this resort ( a week in May 2013, the New Year Week in 2013, and this week of New Year 2014). And each time is gets better and better… Every visitor of the resort is greeted by the “Welcome to Paradise”. And it is not exaggerated: The location of the resort (in the nature park, the rivers, the views to the mangrove forest from the room), incredibly friendly and helpful staff (from cleaning service to our butlers), the improved food (thanks to Oscar!), lots of pools, spacious rooms with breathtaking views, the privacy at the beach even during the highest season – are just a few pluses of the resort to start with. This year we made a last minute decision to have some family celebratory event while in Tres Rios. We let the resort staff know about it – and they were the most accommodating – sent a waiter with Champaign, flutes, chocolates, and pastries to the place of the ceremony at the beach, and reserved a special dinner for our family. We always have meal plans. And this year we were very pleased how accommodating were all the restaurants that cooked special meals for our Grandpa (he is a picky eater) and for one of my sons that was not feeling well; my daughters were allowed in the kitchen to make fish Tacos for the family; our green juices were delivered to our rooms within 10 minutes after the room service call. Our wishes to have food and deserts that were not on a menu were always fulfilled and with the SMILE! Even a rainy day in Tres Rios is fun – the spa with massages, saunas, steam room, Sports Bar and Café Paris with sumptuous desert – “Welcome to Paradise!” We could tell many more great things about Tres Rios and about people that work there… But how about that we tell you that we have already reserved a week of New Year 2015?
Paul & Laurie E. | 09/29/2013 1:47pm
Beware of fraud at La Herencia Tres Rios! We stayed there last year through an exchange with the Registry Collection. We enjoyed our stay and decided to go to the timeshare presentation suggested by the concierge. At the presentation we bought a 5 night all inclusive stay for 2 people, to be used within 2 years. When we tried to make a reservation using this certificate recently, we were told that the company was no longer there and La Herencia would not honour it. We spoke to many people, complaining that we bought this through the resort, not a third party timeshare, but still we are out a considerable amount of money. I warn people not to go there or if you do, be careful. They are very dishonest there.
Bill C. | 08/26/2013 2:31pm
We just spent 15 days with 2 other couples at La Herencia and we had more than a wonderful time. The staff work as hard to speak english as we try to speak spanish. It was the most enjoyable time we have had in Mexico over the past 20 years. The art of 'relaxing' hard is elevated to a fine art here at La Herencia, Julio / Fernando and the other Mayordomos go out of there way to make 'everything' requested was done to the best of their abiliity. We had requested to have a special dinner on the roof top, we were more pleased than we could have expected by the special dinner that the staff planned for us - the various resturants provide a great variety of food options. Anyone that can honestly say that they did not have a good time at this resort was working very hard to not have a good time -- from the moment we arrived and were greated by our Mayordomo to the last painful second when we had to leave, everything we wanted, needed and did not even know we wanted was provided by this wonderful staff. We will be going back, we will recommend this location and we will enjoy each and every day at this truly great resort.
John C. | 05/28/2013 1:49pm
We just completed a 15 day stay at La Herencia and found it to be much better than expected. The small building closest to the beach is the one reserved for Registry guests. This locaiton, VIP check in, and Mayordomo(Butler) service make all the difference. We needed additional refrigerators placed in both 2 bedroom suites we reserved and the butlers immediately obliged us. Thus, we had a cook top and 2 smaller refrigerators in each suite. This makes it much more possible to opt out of the all inclusive plan and find inexpensive groceries at numerous locations about 20 minutes south in Playa Del Carmen. The entire staff at this location are extremely and consistently friendly. Timeshare is NOT pushed on Registry guests. We were provided two free dinners and shows each week during our stay. The water by the main beach and the restaurant food quality are the only negatives. Everything else is a definite positive.
JAMES M. | 05/23/2013 3:07pm
We initiated our Registry Collection membership with a trip to La Herencia and enjoyed it immensely. The butlers were very helpful and the facilities were very nice. It was particularly pleasant to have our own little enclave in the middle of the larger resort. We decided to participate in the all inclusive plan and enjoyed the luxury of having anything we wanted. Having the eco park in addition to the pool was a good balance for my wife and me since she likes to read by the pool and I like to engage in activities. Although the main beach was not accesible during our stay the resort had just begun to deposit massive quantities of sand the day we left.
Barbara S. | 02/09/2013 6:33pm
We have stayed at this resort 3 times. If you are looking for a "party" atmosphere, this is not the place for you! But if you want a very relaxing , quiet vacation- you should be happy here! The staff go out of their way to serve you and always greet with a friendly "hola" and smile. The grounds are beautuful, I love the "green" concepts that they have strived to keep and kayaking and swimming in the cenotes and rivers are fun and different. The rooms are large and beautiful. The food is good but not stellar-the liquor plentiful. It is a long way from town so the all-inclusive is preferable unless you rent a car. The two pools are beautiful and never seem crowded- the beach is not quite the turqouise you expect for the area- but they are upgrading it while sticking to their eco promise to let the mangrove forests and rivers grow naturally. There is still beautiful white sand and nice beach beds to relax in. We love our stays here and especially the wonderful staff!
Carol M. | 12/17/2012 1:12pm
DO NOT GO to La Herencia at Tres Rios. We just completed a week there with our family, including our infant grandchild, and it was terrible. There were old urine stains on the duvet covers, water stains and black mold on the ceiling, stains on the curtains and some of the curtains were broken and could not be opened. The "kitchenette" consisted of 2 burners, a coffee maker, some cups and 24 wine glasses. No pots/pans, utensils or anything to cook with. There was a tiny bar refrigerator and no washer dryer, as we were promised. The only 2 bedroom is on the first floor next to the concierge desk and is very noisy with no view of the ocean (as we were again promised). It has a view of trees on one side and a sidewalk where people pass right next to the bedroom and look straight in on the other. The housekeepers are down right hostile, hardly anyone speaks English and they wash your dishes in cold water. Everyone is hard sell of the "all-inclusive" and once convinced that we did not want this offered no further information as to what was available to us on the property. Free transportation from the airport was listed as an amenity, but we were told it would cost $39 p/p so we rented a car. The food was mediocre, the spa minimal and the products used in the spa were poor. My polish peeled off 2 days after my manicure. The Eco-Park is nothing more than a path cut through a mangrove forrest. The quality and service of this resort is far below expectations and should not be part of the Registry Collection. We were definitely swindled.
| 08/21/2012 1:48am
Our personal Butlers Francisco and Julio were faboulous. Everything was perefectly executed when requested. The room was very spacious and ellegant. A lot of detail went into the design. The food was not that great. I'm glad I didn't purchase the all inclusive program.--Kevin D.