Crown Paradise Club Riviera Maya - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

2531 reviews

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  SCAMERS!!! Liars!!! Terrible experience!!!

  SCAMERS!!! Liars!!! Terrible experience!!! gonna try to be short. we are guests from room 401. stayed last June 1. they promised refund and never did. we were able to stay in the resort only 1 night and we checked out. we were promised refund for 1 extra person (my mom) who came with us and we paid cash for her stay in the hotel about$1200 for the remaining 6 nights. Never received re fund. i have emails from them and manager there -DAVID GARDUNO that we are getting refund in 20 business days(already 60 passed) but never got. they all stopped to respond. 2. terrible seaweed smell. Seaweed season is everywhere yes but here is the worst that smells so bad everywhere and in room we could even sleep. Water in ocean is brown, nobody swims. the worst smell cuz of abounded villas by the hotel where seaweed lays all the time, nobody cleans and it becomes rotten after 1 night we went to different resort, they clean seaweeds and it smells naturally not like rotten eggs like in this hotel 3. kids play ground were closed nobody informed us about incoming construction . we were with 4 kids it was very important 4. water leak in room i have video 5. not taking care well of the resort. on our way to our room we saw dirty dishes by neighbor room , next day mid of day it all was still there NEVER COMING BACK!!!

  Sep 30, 2025
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  So bad, We LEFT!!! Buyer Beware - Please stay somewhere else! Especially in peak / holiday season

  Our experience was far different from the ones listed on this forum. Before booking a trip, I always try to do my due diligence and check out all the reviews. Sensira had all the pictures and reviews we were looking for initially. We take our family to Cancun every year for Christmas vacation. My wife and I travel with our 3 adult children, and 2 grandchildren (7 total) The first problem we had here was check in. There were only 2 desks available for check in, and a ton of people in line. It took quite a long time to check in, and without checking in, you can't really enjoy any of the amenities without having a hotel wrist band. Second, and probably our main issue, was the food. There food at this resort was a disaster. We booked 5 days, and when we got onsite, the first thing we tried to do was book a restaurant. They were ALL full until the next week, after our departure. There was no way to book before hand. We finally complained to the concierge and they were able to get us into the Italian place at almost 10 pm. (try that with 2 grandchildren). The following morning we went to the breakfast buffet. See the pictures below. The buffet was sparse, and there was no way the poor kitchen staff could catch up with the volume of people. Other's were complaining as well. The poor concierge was so overwhelmed. I talked to him in spanish, and he pulled me to the side and told me the hotel was not prepared for the volume of people at the resort, even though he said they were at 90% capacity. While at the pool, they had no food available. Our kids tried to order a burger, and it literally took 1.5 hours for our order to come out. Keep in mind, if you do stay here, the rooms are nice, but they have a glass door for the restroom / shower. So there is little privacy because you can see through part of it. I really felt for the staff. They looked stressed and overwhelmed. We tried to make the best of it. The pool is marketed as being heated, and it was quite chilly. The beach did NOT look like the pictures. It was murky and full of seaweed. The pictures are deceiving. There are several areas of the hotel with weird storage areas (pretty much trash), heavily chipped paint, and broken amenities. The children's play area was full of broken activities including ping pong tables and video games. It was quite the disappointment for our grandchildren. The next day we attempted the breakfast buffet again, and had an even worse experience with food. There were more people there, and as soon as they would put food out, everyone would hurry to the buffet and literally clear it out. We finally had enough and asked for a manager. We decided as a family to leave the resort due to the poor experience we were having. I spent the morning and found a hotel that had availability in the hotel zone. I talked with the manager who gave us a form (see pic) for a refund. I only requested a refund for the days we did not use, which was half our trip. The manager assured me that they would process the refund and apologized profusely for the experience. We wound up going to another resort on the hotel zone and had a night and day experience. They were so accommodating, and fulfilled everything we are used to on a trip. Fast forward to months later and several phone calls to the resort and credit card company, they did NOT refund us for the 2 remaining days of our stay. First of all, calling the number leads you to a reservation company and it's almost impossible to get a hold of someone at the actual hotel. When I did finally get a hold of someone, I had to send in my documentation multiple times, and submit the forms over and over again to try and get our refund. At my last resort, I put in a dispute with my credit card company, and after a month, they denied it because of the hotel's terms and conditions. At the end of the day, a huge lesson for us. We wound up making great memories at the other hotel we stayed at, but what a headache with Sensira. I read all of the other reviews and really hope everyone had a better experience than we did. Honestly, I question if those reviews are real or AI. We stayed in January of 2025. I waited until Sept 2025 to write this review in hopes the hotel would make it right. All I wanted was to be refunded for the days we did not stay there. So now I'm out those days, as well money spent at the other resort we went to because Sensira was inadequate. Please save the hassle.

  Sep 26, 2025
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  Response to queries is poor

  I have made a reservation for two rooms in October, largely based on reviews here, but am getting concerned as all my efforts to contact the hotel with simple queries have been either ignored or incredibly slow to respond. I called the hotel prior to booking to see if the tennis courts were still closed, as per website - several transfers later no one was able to answer me so I was told they would follow up but they didn’t. I emailed on 7 August to ask; no reply so I emailed again on 10 August, and the 11 August as still no reply and I wanted to make my booking. Finally I got a response on 26 August (confirming they were actually open even though the website said they were closed for maintenance). 3 weeks to get a response de to a simply query, when I’ve already called, seems excessive. I emailed another query on 14 September (regarding the credit for booking directly: is this per room or per booking?), and still no response. I’m not trying to be a super demanding guest, but just a bit apprehensive about the set up at the hotel as first impressions trying to contact them are not good…

  Sep 22, 2025
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  Truly a Gem!

  Truly a Gem! We stayed at This beautiful hotel for the first time located in Bahia Petempich,beautiful rooms we choose the Amber suites,with breathtaking views, service from our butlers Rafael,Humberto & Marcos were amazing,Laura the house keeper was awesome,Hortensia the laundry lady was great too, bartenders Angel,Misai,Jose were incredible attentive can’t say enough of how great our vacation were truly special thank you all the Sensira Team definitely will come back

  Sep 22, 2025
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  Such a good trip

  Had a wonderful stay. The whole staff was so kind and attentive Rafael Galaz especially went above and beyond to make sure our stay was perfect. Will definitely come back.

  Sep 21, 2025