Senses Riviera Maya Oceanfront Boutique hotel - Adults only

We arrived and checked into our room late night. Upon getting to our room we noticed the door doesn’t even hang correctly and you can see through where it’s supposed to shut. The refrigerator was broken the drinks were hotter than the room (they did fix that after two days). Every time I called to report the broken stuff in our room they would either hang up on me or say ok they will fix it yet NOTHING was done about it. We had to go to the front desk and physically speak to someone for anything to be done. Went to shower the next morning and half of the shower head didn’t work barely any water came out at all. (Also fixed after two days) So I went to take a jacuzzi bath instead only to find out that the jets didn’t work in the tub either. They came to fix that and now sure the jets turn on but it is EXTREMELY loud and they BARELY work. The toilet constantly ran. There was mold coming through the paint in the bathroom. Our key pad to our room didn’t work 3/4 of the time we spent there and that was very frustrating. Room service didn’t get ONE single order correct. They either send something you didn’t order or forget to give you what you did order. The food comes cold and the drinks warm with all the ice melted, VERY disappointing. They say they “don’t have” something yet if you leave and go somewhere else you can get what they “didn’t have” The fan blades in our room are held up with one screw when there should be two and one of the blades fell off and landed on me! Would be really cool if they put felt pads on the chair legs in the upstairs rooms as you can hear your upstairs neighbors chairs loudly screeching through the floor all night long. The pool was dirty and and greenish then they ended up taping the pools off for non use for the last two days of our stay. (No idea when it was re opened) Just very disappointing with one thing after another wrong here when you expected to just come and everything be in working order at a 4.5 star resort where you pay a good chunk of change to go and have a relaxing vacation. On a different note the wait staff was very friendly and kind. The beach is fantastic the beach side service is great. The breakfast buffet is good. The salad bar at lunch was great! The drinks were good. I wouldn’t book here again.

We have gone here 3 times since 2014. 2014 was absolutely amazing in all aspects. The second time was nice, was just the right blend of luxury to price point. We just came back from a week and we will not be returning until there are some upgrades. Staff: very nice but very understaffed. It wasn’t uncommon to have one waiter in one restaurant running from table to table. It was very hard to find staff when you needed something (towels) Food: decent but quality has taken a huge downturn. Maybe less staff? Facilities: this is what caused the low rating truly. The air conditioning barely worked in the room, several pools were drained and appeared to have been that way for months, rooms had leaky doors when raining and just in a general state of disrepair. Overall still good resort but not at the price point anymore