Francisco Uh May Trip

The front desk workers were especially helpful, most notably Lvany and Pedro who accommodated me and my partners every need which included late night room service! :)

I’m giving Haven Riviera Cancun one star because of how disappointing the customer service was when circumstances completely outside of my control prevented me from making the trip. I understand that the company has policies, and I was not expecting those policies to simply disappear. However, I also work in customer service and know that there are situations where exceptions or alternative resolutions can be considered. I initially requested a refund, but if a cash refund was not possible, a full-value credit toward a future stay within a reasonable time period would have been a fair alternative. Unfortunately, there was no meaningful discussion, flexibility, reimbursement, or credit offered. What made the situation even more frustrating was that my friend, who was already at the resort, was told she could receive a partial refund if her sister did not make the trip. Meanwhile, those of us who were unable to arrive at all and therefore used none of our all-inclusive stay were offered nothing. That inconsistency was difficult to understand. I was eventually able to recover my expenses through separate travel protection benefits available to me, but that only happened after Haven declined to offer any refund, credit, or alternative resolution. Because of this experience, I would not stay at Haven Riviera Cancun again, would not choose another resort associated with the company, and would not recommend this property to anyone I know. Policies matter, but so do empathy.