Desire Riviera Maya Resort - All-Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3460 reviews

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  EDEN at Desire RM - Disappointing New Year's Eve Experience (Premier Member Review)

  Before you read this constructive criticism, please keep in mind that we'll be back, as we really value how unique and fun Desire is. We hope that Desire will continue to improve and meet the standards of a 4-star resort in 2025 and beyond. MISLEADING PRICING & THE GUESTBOOK CASH BACK PROGRAM: Let me be crystal clear about the pricing deception (using $1,000 for illustrative purposes, though we actually paid significantly more). They advertise a 5% cash back program, but here's the reality: We paid $1,000 total, but they only applied the cash back to $462.50 (base room rate), giving us $23.11 back - that's just 2.31%, not the promised 5%. Even more concerning, they charged $537.50 in "taxes and fees" - a 116.2% markup over the base rate! This needs to be transparent upfront. The Guest Book program has been notified and is looking into it. ROOM REALITY: The "suites" are misrepresented. What you actually get is a large room with a Jacuzzi placed in the middle. This doesn't meet true suite standards by any luxury hotel metric. The Jacuzzi is more of an inconvenience than an amenity - it requires heavy bleaching that leaves a strong chemical smell throughout your stay. We had to request no cleaning to avoid the daily bleach odor. NOISE ISSUES: The building's design is fundamentally flawed. The hollow, open concept creates a sound tunnel - bass from the pool music and communal Jacuzzi literally makes your room vibrate. Even as party enthusiasts ourselves, we couldn't find peace when needed. This wasn't an issue in the old RM section. INFLEXIBLE POLICIES: Despite being premier members, early check-in was impossible (we repeatedly heard "come back in an hour," then "20 minutes," until it became 3 PM). We obtained a late check-out only after having to argue. Their management seems stuck in outdated practices, with endless approval chains for basic requests. They're clearly aware of these issues but choose not to address them. An AI system to regulate arrivals and departures and cross-reference it with the room cleaning crew would be beneficial. POSITIVES: • Newly renovated facilities • Improved reception area • Large communal Jacuzzi • Spacious pool • Better dining venues • Enhanced nightclub • Awesome and playful people PERSISTENT ISSUES: Year after year, basic service items remain problematic. Simple requests like getting spoons at breakfast or salt and pepper during meals are unnecessarily complicated. Another ongoing issue is the localized, lingering sewage-like smell around (we believe) unit 1702, likely due to its proximity to the cleaning facilities, pipes, or something similar. We stayed there once and had to move due to the pungent surrounding smell. I don't understand why this hasn't been addressed. Nevertheless, we tried to take a different path whenever we remembered. We wish the staff were more forthcoming with guests. It seems that most staff members either tell half-truths or are hesitant to provide contextual information. RECOMMENDATION: While the renovations show promise, the pricing deception, noise issues, and inflexible policies make it hard to recommend, especially for the premium price point. Consider the old RM section instead if you value peace during rest times. Management Response Needed: Please address the misleading cash back program and explain the 116% markup in taxes and fees.

  Jan 21, 2025
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  Great staff makes this a great experience

  Great time the entire week. This was our 2nd visit. What made the trip special was the staff. Andrea our hostess and server in the evening was outstanding. Her positive attitude and her attentiveness was such a pleasure. Edwardo was our pool server for the week, what a great guy and always went above and beyond for us. Elizabeth the barista is simply amazing. We only met her one time 3 months ago, she not only remembered us, she remembered our specific coffee requests. She is the best. And for the butlers, Alejandro, G, and 1 other whose name escapes me are so attentive, it really made the trip special. Thank you to this great staff.

  Jan 20, 2025
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  Great place as usual

  We visit this place every year and it never disappoints!! There are some changes there like the opening of Eden and honestly we were so used to the original property, it took us a minute to get used to the new vibe. The staff is always a highlight of the stay. There are a lot of new hires and we were happy to see the veterans still work there (Carlos night bartender, Danny by the pool, Chris bartender) Ever bartender, Jorge from pizza bar!! Elizabeth front desk, all the butlers!! All new playmakers are great Pina, Jorge, Alex and of course Javi. Pina however is the new Star!!!! He is amazing. We enjoyed our stay at Desire and will return again

  Jan 20, 2025
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  Disappointed

  The resort is average, entertainment is average, food is below average, rooms are ok. But on the smaller size, beach is ok, service is horrible unless you walk around with a lot of cash and throw it around. This resort has been around for any years, but the quality of service has deteriorated drastically in the past couple of years.

  Jan 16, 2025
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  Excellente

  A unique and intimate space of the Riviera Maya that allows you to enjoy in a full way of intimacy with your partner making your fantasies come true in the middle of an erotic and comfortable atmosphere Excellent space and with a very fun and romantic musical show! I loved it!

  Jan 15, 2025