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When entering the resort it feels like you’re entering a dump site (too much trash in the front) We are completely disappointed! Spend your money somewhere else! I must admit I was beyond excited to stay here when we originally booked our room & now I can’t wait for our vacation to be over. Resort is currently undergoing some remodeling and everything is MESSY! DO NOT STAY HERE unless you want to be woken up early in the morning by drills, loud banging etc… Impossible to enjoy a nice quiet stay. This really ruined my husband’s birthday trip and our first visit to Mexico. The entire stay was uncomfortable and disappointing. Ultimately we were placed in a room with the same conditions as 214 but with a better view. He offered us a holding room while he had another room prepared. We reached out to front desk (via WhatsApp) and Raphael came up to 203 apologizing and taking photos of the condition of the room to notify housekeeping. There were clothes all over, a pair of sneakers in the walk way, dirty towels thrown about, unkept bed and garbage all over. When we opened the door, it was as if someone was still occupying it. Front desk gave us a key to 203 (our “new room” ). We came back tired from a day of activities in the sun and desperately just wanted to shower and relax. We went on our excursion the next afternoon and was assured that when we came back our new room would be ready. Of course the “hotel” said that they could not switch our room until the next day. We actually paid extra for an upgraded room so why we would have been put in 214 to begin with is beyond me. When it was, we were given 214 which is directly above the snack bar restaurant therefore, our view was obstructed by the roof of that restaurant. We arrived at about 4pm and our room was not ready.
Senses riviera maya by artisan cracked#
The moment our check in process began, when we seen the huge rusty mirrors in the lobby and old, cracked plastic champagne flutes that our “welcome drink” came in we knew we made a mistake in booking this place. Armando, Hernan and Rufino were all amazing, meeting them was a breath of fresh air during this awful stay. Wait staff was the only positive part of our trip. The front desk communicates with guests via a WhatsApp number however, they don’t seem to fully comprehend English so it’s makes communicating difficult. Very limited menu that is the same each day. You have to allow the water to run for at least an hour for it to warm up. There isn’t any hot water readily available.
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The mirrors in the rooms are rusting and in terrible shape. The furniture, sheets and towels are all filthy and even have holes in them. There are broken floor boards and furniture everywhere including the poolside cabanas. If you decided to stay here I would not expect it to be the same kind of service you would get at other all-inclusives. Ruby at the pool was great and helpful but you could tell she was overwhelmed. Considering we paid $500 USD per night I would expect it to be much better! The view and the pool were nice.
![senses riviera maya by artisan senses riviera maya by artisan](https://www.wanderlustmyway.com/wp-content/uploads/2017/01/DSC_1108-e1484828594312.jpg)
The food was not great, it was like fast food and they had a very limited menu. Once we placed our order we found out that we had to pay a $6 USD delivery charge every time we had them bring us something and we could only order 4 drinks at a time. Our room was not ready when we arrived, once we got to our room, we wanted to order room service but they had no QR codes in the room(the only way you can communicate with them is by Whatsapp) so my husband had to run back down to the front desk to get the QR code. Everyone told us that you would be treated like a king and queen at an all-inclusive, not at this resort! We were treated like we were bothering them. it was our first time at an "all-inclusive" resort.