My wife and I just returned from two weeks at HR Riviera Maya. We are Legendary members and this was our seventh visit over the last several years. We always enjoy our stay and enjoy the food, service and hospitality. Even though we did have some issues during this visit, the bottom line is we will stay there again. |The Bad: It was raining when we arrived in the afternoon (3-4pm). After about an hour in our room, the room developed two leaks from the ceiling. One leak was dripping at the foot of the bed (leaking around the smoke alarm) and the second leak was running down the electrical wire from the ceiling to a hanging desk lamp (a little concerning). Our room was on the second floor. We called the front desk and they sent maintenance. The repairman recognized that he could not make a repair and called the concierge. He said they would get us a new room. I also called the concierge and told them what was going and that we would be going to eat while they were deciding where to move us. Three hours later we didn't have a new room and had heard nothing. We went to the front desk to figure out what was going on. They said maintenance had fixed our room. We laughed and said that wasn't possible because it was still leaking. They wanted to send someone to the room to "verify" but my wife wasn't having it. She got the concierge to go to the room with us to see for herself. After witnessing the leaking water and taking some photos, we returned to the front desk. This time a manager got involved and after much whispering among themselves and typing on the computer, they found an empty room but then had to "verify" that it was clean. The resort was not close to being full so they had vacancies. We returned to our leaking room to repack to move to a dry room. After another call to the front desk and another call to the concierge we finally got a bellman to come to the room and help us move. By this time it was around 10pm. Our wristbands wouldn't open the door of course since they were keyed to the old room. The bellman got us in and we made another trip to the front desk in the morning to get our wristbands synched to the new room. This whole process took entirely too long and was not handled well at all. |The Good: The next day another concierge started in on us with apologies and asking what they could do to make things right. They wanted to give us free spa services, etc. My wife told them bottom line, the only thing that she wanted from them was an upgrade to a swim up suite. It took a couple of hours but what do you know, we were moving again but this time to a swim up suite. That is an approximate $900 upgrade (if you book it yourself). After that, the remainder of the trip was smooth and fun just like always.|Standouts: We always like to mention specific employees that go the extra mile to make sure you have a great experience. At the Eden pool, pool waitress Maria was awesome. She remembered us from our last visit in February. At the Faro restaurant, Francisco (waiter) is just the best. Also, at Faro, Gaby (waitress) is a joy. At the Arribo bar, Armando is the best bartender in the entire resort. Not only is he a fantastic mixologist, he is a lot of fun to talk to. He was there in February as well and we were very glad to see him. One last praise, Maria is a manager and works in many different restaurants and oversees some wedding services. In February she was at Le Petit Cochon and during this most recent visit she was at La Isla. She is so kind and personable. We always enjoy seeing her. |Restaurants: Le Petit Cochon is always, great. Toro and Ciao are good as well but can be loud. Umo is probably tied with Le Petit as being our favorite. La Isla is fairly new and is a good concept for a buffet. Again, it's really loud but the food is good. Faro is by far our favorite for breakfast.