Generations Riviera Maya, a Spa Resort - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6440 reviews

• 

  A Huge Disappointment. The Service and Overall Operations Have Declined Significantly.

  Unfortunately, my stay was far below expectations. The problems started before I even arrived. When I made my reservation through the call center, Dolores never asked whose name the reservation should be under or which email address should receive the confirmation. She simply processed the booking without verifying any information or asking for additional details. Upon arrival, I immediately noticed a lack of coordination. There was no welcome, and I was not directed to the Exotic Members Reception, as if no one was expecting me. During my stay, I experienced several issues. The most frustrating was the room door: neither my wristband nor the key cards would unlock it. I had my keys reprogrammed at least six times, but the problem was never fixed. I eventually requested a room change, but Marisela González initially refused, even though my room was on the fifth floor and the elevator was out of service. Every time my door failed to open, I had to walk up and down five flights of stairs. On top of that, the complimentary evening turndown service—a benefit members are required to sign for upon arrival—was skipped on two different nights. The biggest disappointment came when I wanted to extend my stay by one night. Marisela González told me it was not possible to extend my existing reservation and advised me to make a brand-new reservation instead. I followed her instructions immediately. However, when I returned to confirm everything, she completely changed her explanation, saying the new reservation would now be treated as an extension instead of a separate stay. As a result, I lost my Exotic member benefits. She also insisted I remain in the same room with the defective door lock. I followed her directions exactly, yet I was the one who ended up being penalized. To make matters worse, Room 19531 had a broken shower and dirty bed sheets, forcing me to sleep in my brother's room. I found this completely unacceptable and very unprofessional. I would also like to mention an unpleasant experience during the catamaran excursion. At the end of the trip, the crew did not present tipping as optional. Instead, they explicitly stated that the "minimum contribution" was MXN $100 per person. A tip should always reflect the quality of the service received and remain entirely voluntary—not be presented as though it were a mandatory fee. This practice is inconsistent with the level of hospitality that a luxury resort should provide. Despite all of these issues, there were several employees who truly stood out for their professionalism and dedication. Mr. Rodrigo from Food & Beverage made our next two dinner reservations exceptional, along with the outstanding team at the Italian restaurant—Urbano, Pastrana, Silverio, and the chef, whose food was excellent. I also want to recognize Karla at the Front Desk, Amado at Santa Fe Restaurant, Lupita at Rancho, Hermes from Grupo Lomas Activities Reservations, Alex at the Gala Dinner, and especially Israel, our butler, who was the only person who consistently anticipated and took care of our needs throughout our stay. The contrast between these outstanding employees and the rest of the operation makes it clear that the hotel's problem is not a lack of talented staff, but rather inconsistent management, poor communication, and weak leadership. What concerns me most is that the hotel continues to sell memberships by promising first-class service and an exclusive luxury experience, while the reality I experienced was very different. If you are considering purchasing an Exotic membership, I strongly encourage you to read recent guest reviews before making that investment. I sincerely hope management takes these concerns seriously. The dedication of a few exceptional employees cannot compensate for an operation that has clearly lost the level of quality and consistency that once made this resort stand out.

  Jul 28, 2026
• 

  Frustrating from the start

  We have been Emerald-level Exotic Travelers members for nine years and have stayed at many Exotic properties, including Prestige properties before the split. We chose Generations because there are only two Exotic properties that truly cater to families. Unfortunately, this stay was disappointing and well below the standard we expect as long-time Emerald members. There were some positives. The property is small and easy to navigate, which is helpful with kids. Ana, our butler, was excellent—warm, helpful, and one of the highlights of the trip. Javier from housekeeping also did an outstanding job every day. The pool was clean and enjoyable, and we liked Jade and Wine Kitchen best for dining. Aqua Nick was also a fun excursion for our kids. Our room was very spacious and the layout worked well for a family. That said, the problems were significant. The pre-arrival experience was awful. We received one email the Monday of our arrival week to complete the pre-arrival form and then heard nothing else until less than 24 hours before arrival, despite multiple emails from me trying to confirm transportation. When we landed in Cancun, we learned the wrong transportation had been arranged. Then when we arrived at the resort, we were dropped at the main office with no escort or direction to member check-in. As Emerald members, the arrival experience felt disorganized and anything but special. The room itself was large, but dark, dated, and in need of renovation. We had to turn on every light just to make it reasonably bright, and even then it still felt dim. The room lacked natural light, and even a burned-out light over the stove that we reported was never fixed. Turndown service was also inconsistent and careless—missed one night, moved our things after we asked them not to, and sprayed the room with a scent we did not choose. More broadly, the property feels tired and neglected. The fitness room was run down and also needs a makeover. Overall, this resort needs a renovation. Even at only 40% occupancy, the service and upkeep felt inconsistent and underwhelming rather than attentive. At this point, I am not interested in receiving the resort’s standard generic response thanking me for my feedback and saying they will share it with the team. Every negative review seems to receive the same dismissive reply, yet the reviews remain poor and nothing appears to improve. What this property needs is not another copy-and-paste response—it needs meaningful changes in service, upkeep, and overall quality.

  Jun 23, 2026
• 

  Stay away!

  Stay at your own risk! From the moment we checked in, things already felt a bit off. The gentleman at the front desk confirmed the length of our stay, quoted us the total cost, and asked whether we would be paying with cash or card. I was confused and explained that we had already paid in full and that my credit card had been charged. He said, "Let me check," and although I'm not sure he actually did, he returned in under a minute, handed us our room keys, and called for a bellhop. When we got to our room, we realized it was on a lower level, even though I had specifically booked and paid for an oceanfront room on a higher floor. I called the front desk to request a change and was told a higher-floor room would be available the next day. We then went to the concierge to make dinner reservations for our stay, only to be told everything was fully booked. Ana, the concierge who assisted us, mentioned that guests staying more than three nights receive access to the Nickelodeon water park. However, before giving us the tickets, she tried to sign us up for what was clearly a timeshare presentation (though she didn't explicitly call it that). She asked us to meet her in the concierge lounge the next morning so she could take us to the presentation and then to the park. We chose not to attend and instead drove ourselves to the water park. The next day around noon, we were notified that our new room was ready. We packed our belongings and moved upstairs. Couple hours later, concierge notified me that I had left my wallet behind, something that felt very strange, as I had checked the room multiple times. I assumed I may have dropped it under the bed or under the coffee table. When my wallet was returned, I quickly checked inside and immediately noticed that $220 USD in cash was missing. I also saw that my credit cards had been moved out of place. I went down to the concierge to report the incident. The concierge manager, Luis, showed no sympathy and did not apologize. I was informed that I will be updated in 24 hrs. 24hrs later, I received 0 calls, 0 updates. I escalated the issue to the front desk hotel manager Emmanuel, and received the same response. No concern, no urgency, no apology, and no follow-up, no accountability whatsoever. At this point, I've accepted that I likely won't recover the missing money, but I wanted to share my experience. The resort itself is beautiful, but based on what we went through, I would advise others to stay at your own risk. I will not be returning!

  Apr 14, 2026
• 

  Another great trip!

  We go to Generations twice a year for 2 weeks each time because the staff is our extended family. This trip our son and his family joined us for 4 days and they all loved it. As I stated, it is the staff that keeps us coming back starting with the great management team of Carlos, Fabiola and Berenice. They are very approachable if one has a concern. We really appreciate their leadership and friendship. Because we are members, one of our favorite groups of people are the butlers; however, we do NOT like the head butler moving them around from resort to resort. We were fortunate to have Paul and Gerardo this trip with Ana filling in as needed, and we loved seeing Eddie there, but we REALLY missed having Luna, Imelda, Pablo, Luiz and Israel at the resort. We really hope this procedure of moving butlers around (and not informing them until the last minute) will change before our next trip. It does not benefit the members or the butlers. We also love the food and service. We would like to acknowledge the head of the restaurants, Urbano, for leading such a great staff. Standouts for us were Chef Daniel, Chef Paco, Chef Alexander, and Chef Miguel. We appreciate that at each restaurant a special of the day is always offered. The captains and hosts/hostesses at the restaurants kept things running smoothly including Miguel, Aimee, and Elena at Chef’s Market, Octavio and Sarahi at Palms, Fernando at Habb and Tovar at the Wine Kitchen. We received outstanding service from the following servers: Juan Carlos, Brian, Alma, Eduardo, Karen, Mario G. And Garcia at Chef’s Market; Israel, Roberto, Alvis and Xavier at Palms; and Gerardo, Ricardo, Marco and Octavio at Wine Kitchen. I must also include the team of sommeliers in my review including Edgar, Fabiola, Ricardo and Omar. What a wealth of knowledge each of them possess! They are all a wonderful addition to the staff. Entertainment staff is top-notch with Xiomara as the leader. Wendy, Daniela and Ingrit went above and beyond with our granddaughters in the Kid’s Club. Paty, Emanuel and Emiliano provided great activities in and around the pool. Drinks by the pool,were ever present provided by Erbie and Martha. Housekeeping services were exceptional with our daily person, Carmen and Sharon filling in on Carmen’s day off. We appreciated our nightly turn down service from Leny. We knew our luggage was safe with the bellboys and our pick up times would be honored with bellboys Julian and Enrique. All in all another great trip. We look forward to our return in October and we really hope our butlers won’t get moved around anymore unless absolutely necessary.

  Apr 12, 2026
• 

  Friends and a honeymoon!

  We keep returning to this resort! The location, the food, and THE PEOPLE! Gerard, Ana, Imelda, and Luiz took great care of us. Management checked in on us just to see if everything was as we desired.

  Mar 29, 2026