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Pand55
Haywards Heath, United Kingdom

Disappointed

1.0 of 5 bubblesReviewed 27 Oct 2024
Currently staying at the resort for the half term. Everything has been ok - food however is not great. Particularly the beach house- service has been poor and food cold. One drink offered in 1hr 20mins, crab cakes cold and very small, chips were stone cold. So disappointed. Made reception aware of it - no apology was given but they are going to take to the manager 🙄. More staff needed maybe. Pool staff however are great! All in all not a shade on the resort from 5 years ago. Guess this will be our last visit.
Date of stay: October 2024
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this review
Responded 2 Nov 2024
Dear guest,

Thank you for sharing your feedback. We're truly sorry to hear that your experience at the Beach House fell short of expectations. Your comments have been shared with our management team, as service and food quality are top priorities for us. We're pleased the pool staff made a positive impression, but we know there’s room for improvement.

We hope to earn the chance to provide you with a more enjoyable visit in the future.

Fins up!
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 28 October 2024 via mobile

Lovely clean resort and rooms. The staff were very friendly the food was good. The downsides were they kept running out of things for example lager, orange juice, cereal. Also my gold chain was stolen from my room. It was reported, the room was searched,But because we were leaving that day they said they would be in contact with me, I've heard nothing

Date of stay: October 2024
Trip type: Travelled as a couple
Thank Mayo29jock
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 29 October 2024

Dear guest,

Thank you for sharing your experience. We’re glad you enjoyed the resort and our friendly team, though we’re concerned about the issues you mentioned. We apologize for any shortages and are committed to improving. Regarding your missing item, please rest assured that our team will reach out to follow up.

We appreciate your feedback and hope to have the chance to provide a better experience in the future.

Fins up!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 October 2024 via mobile

Great trip. Beautiful resort. Food options were delicious. We loved Frank and Lola’s for Italian. Highly recommend ordering a pizza for an appetizer. The people truly make the difference at this resort. Special shout out to our butlers Enrique and Joaquin for making every detail smooth and easy. Also special shout out to Gabino who delivered our room service breakfast every day. His friendliness and smile helped set the tone every day for good vibes. Thank you Enrique, Joaquin and my main man Gabino!

Date of stay: October 2024
Trip type: Travelled as a couple
Thank Doug C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 29 October 2024

Dear Doug,

Thank you for your wonderful review! We’re thrilled you enjoyed Frank & Lola’s and our culinary options. It’s fantastic to hear Enrique, Joaquin, and Gabino made your stay seamless and memorable with their warmth and dedication. We’ll be sure to share your appreciation with them. We can’t wait to welcome you back for more good vibes and delicious experiences!

Fins up!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 October 2024

Very poor service from the hotel, maintenance standards are very low also with the roof leaking no hot water in my bedroom. The photo's in the brochure are a lie the beech has been washed away, very much a 2/3 star hotel. With the food standard the lowest I have ever seen far too much salt in everything. Even when you ask for no salt. The entertainment if any is third rate. .Tui have pulled the hotel due to the poor standards. Its a bit like a retirement home, running out of food, beer all the time.
Please do not waste your cash on this hotel...(the management are not interested in sorting out any problems)

Room tip: the pools are not clean
Date of stay: September 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Experience579862
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 29 October 2024

Dear guest,

We’re truly sorry to hear that your experience didn’t meet expectations. Your feedback is invaluable, and we’re actively addressing the areas you highlighted, from maintenance to service quality. Our goal is always to provide an exceptional stay, and we’re working hard to ensure every guest enjoys the high standards we’re known for. We’d love the chance to welcome you back and make it right.

Safe travels ahead.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 October 2024

We have a very mixed review of this Hotel

We are still here 22/10/24

Rooms are spacious clean and modern

Pool area very clean

Drinks are plentiful- good variety also

Boathouse open - breakfast & lunch (occasionally)

Frank & Lolas - A La Carte (Needs Booking)

JWB - A La Carte (Needs Booking)

Land Shark - Fast Food / Sports Bar

(The two so called A La Carte - are Ok)

If you don’t get a booking in either of the A La Carte you only have the option of the Land Shark - I’m not a fast food person

The Boat House - NEEDS TO OPEN EVERY EVENING - to at least have an option

The real problem is that the food in all restaurants is served Warm At Best

PLEASE PLEASE PLEASE - SERVE THE HOT !!!

Room tip: Unless - they sort out options for the evening meals and serve the food hot - book another hotel
Date of stay: October 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Gary W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 29 October 2024

Dear guest,

Thank you for sharing your feedback. We’re glad you enjoyed the spacious rooms, pool area, and drink options. We appreciate your comments on dining availability and the temperature of dishes, and we’re sharing this with our culinary team to enhance your experience. Your comfort and satisfaction are our priorities, and we look forward to impressing you even more during your stay!

Fins up!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 October 2024 via mobile

This hotel is very small, cute and quiet. The food is lacking in many aspects and it needs a little more modernity. The rooms were lovely and the staff were super welcoming, I enjoyed the gym and the massage Rosa gave me was very relaxing. We have stayed at a Karisma hotel before whilst on honeymoon but the food here was not up to that standard unfortunately and there were some unhappy guests due to this. I wouldn’t return as for the money it was not up to standard, and we did move to the sister hotel after 5 days as we weren’t happy

Room tip: I wouldn’t recommend this hotel unless you struggle to get around and don’t have much of an appetite
Date of stay: October 2024
Trip type: Travelled as a couple
Thank 372jennyi
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Karisma Hotels and Resorts, General Manager at Margaritaville Island Reserve Riviera Cancun by Karisma, responded to this reviewResponded 29 October 2024

Dear Jenny,

Thank you for sharing your experience with us. We're pleased you enjoyed the tranquil atmosphere, your room, and Rosa's relaxing massage. We appreciate your feedback on the culinary options and are continuously working to enhance our dining experiences.

Your comments help us improve, and we hope you’ll give us another opportunity to provide the elevated experience you expect and deserve.

Safe travels!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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