Generations Riviera Maya, a Spa Resort - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6446 reviews

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  The reason it feels like home

  We’ve stayed at Generations Riviera Maya enough times now that it’s a touchstone for our family. Physically, it’s stunning—manicured grounds, luxe suites, swim-up layouts we’d never get tired of. That private transfer is a real luxury and sets the tone. But honestly, the lasting part is the people. Luna has been our butler five times or more; she anticipates needs we don’t even say out loud, remembers tiny details year to year, and checks in even when she’s off shift. That’s beyond service. That’s friendship. Pablo, newer to our stays, is all warmth and momentum—always smiling, moving, making things happen. When something is needed, he’s on it. Pure energy in the best way. The resort is beautiful, yes, but the heart of it—the reason it feels like home to us now—are people like Luna and Pablo.

  Sep 27, 2026
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  Worst hotel I've ever stayed in.

  Our family had a nightmare experience here for an Indian wedding. The worst service imaginable and then some. Please if you are thinking of booking an Indian wedding here - DON'T!! YOUR GUESTS WILL REMEMBER YOU FOR PUTTING THEM IN THIS TOILET HOTEL!!!! ABSOLUTE GARBAGE!!

  Sep 25, 2026
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  family vacation

  My husband and I decided to go to the Generation Riviera Maya Resort because we love their huge rooms swim up Ocean view. We were greeted at the airport by the Lomas Travel employees and headed to the hotel in a private car; the driver offered us cold water which was a nice gesture from him. At the hotel reception Aaron made the check in very easy. We were taking to our room which was nice and clean and kept it the same way during our stay by Tatiana Vega, great job Tatiana. We had a great vacation celebrating our 50 anniversary with family. We want to thank some especial persons that made our vacation a great experience: Aketzali from the restaurant Habb, she was amazing she even delighted us with her voice. She loves opera and we wish her not to stop singing. Sr Carlos a wonderful person best waiter at the Market buffet, Flor Azusena for her beautiful smile, Ulises at the entertainment and last but not least Gerardo our butler. See you next year

  Sep 24, 2026
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  Great restaurant and Alma & Elena fantastic ladies

  We had breakfast at Market garden in Generations Alma & Elena were absolutely fantastic, great ladies who looked after us so well , they are a credit to the hotel xx Food was delicious as was the champagne xx

  Sep 03, 2026
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  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