Hacienda Tres Rios Resort, Spa & Nature Park-All Inclusive

We stayed from April 6th- April 10th and had a good time overall, though there were several minor problems. The wildlife was cool to experience, and staff members were nice and polite. Our room was clean and nice, but the shower door was coming off its hinges. We called to have it fixed, but no one came. Stepping onto the balcony, we got a foul smell from the downstairs private pools, whose water looked brown and murky. We also had trouble getting information. When we arrived, we were welcomed and sent to the concierge. She told us to come back after breakfast, but when we did, she was helping another family and suggested we go to the pool and return later. We came back again, and she was gone. Nobody who checked us in told us about the amenities or Easter weekend events. We enjoyed soccer and the family pool on our first day, though we kept stepping on loose pool tiles. The beach wasn't great either, the water wasn't clear and looked really brown. One reason we booked was that the Expedia listing said free transportation to the Xcaret parks was provided, but that's only for members, not regular visitors. That was a bummer.

The nature preserve setting is amazing, and the atmosphere is hard to beat. This feels like our home away from home, with many of the staff returning year after year. Everything here is first class. We love coming back.

The best parts for me were the rooms, cenotes, and beach. The renovated rooms are beautiful, but breakfast was subpar, and they seem to count an assortment of condiments as a buffet. We toured the property and were told it was in a “renovation phase.” I think that partly serves as an excuse for the trash around the site. The food and the trash were the worst parts. We came for a “rental owner club” presentation.

We've been members since 2012 and have reviewed plenty of places on Google. I want this to give future guests a fair picture of our recent stay. After many visits, this one left us discouraged and unsure about continuing our investment. The resort still has potential, but the service has changed. A few staff members were polite, yet attentiveness and consistency were below what we'd experienced before. Food was a letdown in both quality and consistency. There was a good range of fresh fruit and vegetables, but hot dishes and restaurant meals varied a lot. More than once, the same dish ordered at the same table arrived noticeably different, despite a clear menu description. Nobody explained the changes, and the meals were simply served as they were. Dining felt functional, not enjoyable. Restaurant and buffet hours also don't overlap, leaving gaps with no food unless you time meals carefully. We had a frustrating experience trying to get a drink at the beach with our children around 10:40 am. We asked for water or juice and were told service didn't start until 11:00. When we asked for a bottle of water, we were told to wait the remaining twenty minutes. So we had to walk back to the hotel for water, then return when service opened. It was inconvenient and avoidable, especially with kids. I don't know whether this is standard policy or one person's enforcement. Although the resort is marketed to families, it may not work well for those with younger children. Rules for activities seemed inconsistent and often depended on staff discretion. We were repeatedly unable to join activities with our kids, and the kids club age rules let one child in while excluding the other. If you have mobility concerns, be aware that many tours and activities we asked about weren't available, with few alternatives. Two years ago we were told the renovations would be finished. Several areas are still closed and poorly maintained, especially around the mangroves, where garbage was visible. Staff said this was due to ongoing renovations. Some internal water areas looked murky and smelled noticeably. Aside from the beach, activity choices felt limited. Coatis were everywhere and often got into garbage and guests' unattended belongings.