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Nickelodeon Hotels & Resorts Riviera Maya is often lauded for its friendly service, though special requests may not always be met with consistency. The spacious and modern rooms receive compliments, but some guests find them smaller than expected.
While the resort's cleanliness and family-oriented amenities, such as the water park, are highlights for many, the atmosphere has drawn criticism for inclusivity concerns. Reviewers frequently note the resort's high prices and additional charges, suggesting that the value may not meet everyone's expectations.
Atmosphere
Lively
Rooms
Spacious
Value
Expensive
Cleanliness
Meticulous
Service
Inconsistent
Amenities
Comprehensive
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The resort has banned Tripadvisor -- never a good sign! The resort is pretty new and doesn't even appear on Google Maps satellite view. I added a bunch of pictures and details on Maps, but it's unclear how many were accepted.
Airport transfers: Were included! Yay! But they didn't have car seats for kids. Either way. The way from the airport was a private SUV, and the way to the airport was on a mini bus with another family.
Arrival: This place is HUGE. Where was my slime smoothie? It seems we arrived at the wrong time for slime smoothies-- I never got one! (Not a huge deal, since there were many other drinks in the week)
Staff: Lovely front desk staff. All the staff were so kind and friendly.
Upcharges! Lots of upcharge options, which is a bit annoying. They're not clearly priced until you ask. Character breakfast is $129 per adult and $109 per kid (infants are free). My jaw dropped! For reference, character breakfast at the Disney resorts is $39-59 for adults. There are a bunch of additional purchase options at Aqua Nick, I assume because it's open to the public.
App: Karisma resorts has an app, which is useful for descriptions of the restaurants and the schedule. I wish it had a map so I didn't have a pile of paper maps. It would be nice if you could make reservations through it. The restaurant times are not all correct.
Getting around the resort: Shuttles run regularly. It sounds like this has been geatly improved since they opened. And yes, you want to take the shuttle. It's a 2km walk (More than a mile for the Americans). It didn't bother me at all
Restaurants
General: Is salt illegal in Cancun? Everything was under seasoned. Some have water that isn't bottled, but mostly you get bottles. Spoons have to be requested. Every. Single.yjme
Good burger! Stellar service. Food was decent. I was surprised they had more than just burgers. I was expecting fast-food style, but it was sit-down. They had beef carpaccio and ribs. My daughter inhaled the fries (their fryer was on point for crispiness). Ice cream bar was fun for kids. We came back on our last night (just adults) and had a "grown up" meal.
Le spatula: - Where is the Reptar cereal??? - it's easy to miss parts of the breakfast bar because it's so huge and spread out. - My daughter was obsessed with the bagel tree. They have all the fixings - must request butter ~40% of the time - the milk they deliver with coffee is warmed! - Sitting at the tables with the TVs is an extra US$30. It comes with bubbly and OJ. The tables are raised, so not a possibility with high chairs - I just realized I haven't seen a booster seat anywhere
Bikini bottom bar: Always good for a drink. And they give you chips and salsa! Good kids drinks too.
Nick bistro: the closest buffet to the water area.
Yacht club: Says reservations are required in the app, not true. It's a buffet. The grill-to-order station was super tasty on night 1, but way under seasoned on night 2. Great service.
Rooms: I should have remembered that "suite" in Cancun parlance is just a room with a seating area. I had been hoping that with 2 kids we could close a door while they slept, but nope. We had the swim up unit, so the adults can go outside and chat when kids are asleep. We could def hear the neighbors. Personal swim area is lovely. Rules say no swimming after 10pm, but enforcement is unclear. They clean the main pool between 6pm and 6am, so not sure how that affects swim up suites on the ground floor
Rooms building: Hallways are not air conditioned. Elevators are tiny-- there may only be one? Or there is one per stack; unclear. The yacht club, Good Burger, and Bikini Bottom Bar are all in this building.
Kid supplies: Had to ask for a crib explicitly. They brought three different bottle warmers when we asked. When they brought the bottle warmers, they also brought a diaper pail. The concierges have strollers at both front desk and the rooms. The strollers are good, but don't have baskets underneath, on the handlebars, or on the back. They are NOT for offroading.
Club Nick: - Bring socks for all family members, as shoes are not allowed. My kids don't mind being barefoot, but the staff all had socks and I was a bit envious. I love wearing aocks - There are daily crafts and daily cooking classes. We left our 5yo there daily, and once she was in, we were dead to her. Which was great. She decorated cupcakes, cookies, rice crispy treats. - There's a ball pit! - They have a playstation and Nintendo switch for older kids, and a TV - Our crawling baby had a blast exploring and cruising around. They have a play area with ride-on toys. Parents must stay if the kids are under 4.
Aqua Nick: - A day pass is $189 for adults and $149(?) for kids. (Suddenly, $10k for a week seems like a deal) - Amazing multiple cloisters of pools and slides for each age group. My 1-yo loved Paw Patrol, my 5-yo loved ALL of it. - Paw patrol cove is perfect for babies once they can walk. There are canopies to help with the sun. - Bikini Bottom is lots of fun for 4-10ish. Smaller water slides, etc. No water shoes on the water slides. But otherwise I would encourage them for wearing around the park. This is where the daily sliming occurs. My daughter loved and hated the slime. It's not like the thick slime of the 90s-- it's basically green food coloring. It must be some sort of organic food-type thing to not affect the pipes. - 5-yo isn't yet 4 ft tall and was super sad that she wasn't tall enough for the big slides with tubes. They're not clearly marked at the bottom with height restrictions, and the guy halfway up said she was tall enough, but the guy at the top said no. 42+" is high enough for the blue mats, which were a hit. (Suggestion to the resort: Add colors to the posters at the bottom so it's clear which named slide is which. Also add whether or not it needs a tube, mat, or neither) - Lazy river/crazy river (Adventure river-- you'll find the head from Legends of the Hidden Temple there): both highly recommended by both adults and both kids If you go Left at the end of the Lazy river, the jets are suuuuuper intense. Also, the river goes over the passage to the changing rooms-- look up from underneath and you'll see butts (my kid thought this was hilarious)
Concierges: Eli was lovely and helpful. She was full of hidden promotions and specials. They will try to sell you on the "Exotic travelers" timeshare program. This includes the Margaritaville chain. (I've stayed at these before but I don't think they're all Karisma)
Merchandise: If Disney is the gold standard for expensive, Nickelodeon makes Disney look cheap. US$80 for a baby swimsuit. A plastic pineapple cup in "gold" is US$75. Cups are $30-45. But you can custom-design your own shirt, get Reptar slippers, and various character items. They have magnets and shot glasses, per the usual gift shop.
Naay Spa. Ahhh, such a wonderful place. Bring a swimsuit if you want to do the hydrotherapy beforehand or after. The "tunnel of emotions" had me snickering at the name, then my emotion was that at 5'1", I'm too short to really enjoy it. Water in the showers takes forever to heat up. I thought it was broken. The hydrotherapy area is shared between the men's and women's sides without any sort of delineation that you've entered the area of the opposite gender, so don't go wandering too far. Both times I was in the spa by myself, or with an attendant, so no one saw me changing or anything. The spa is slightly expensive but still comparable to other upper-tier facilities in large cities or all-inclusive resorts. If you get a service, you get 20% off to return another day for more. Good deal! They also usually have a massage+facial special that's a really good deal. Mad props to Zuemi and Jeremi, who were great therapists!
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Date of stay: December 2022Trip type: Traveled with family
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.
Response from Karisma Hotels, Propietario at Nickelodeon Hotels & Resorts Riviera Maya
Responded Dec 13, 2022
Dear tigerkarebear Thank you for this exceptionally detailed and considered review of your stay at Nickelodeon Hotels & Resorts Riviera Maya We are very grateful to you for the time you have taken to share your experience of every aspect of your stay, in such a constructive and positive way. Your comments and observations are invaluable and truly welcomed. Thank you once again for your review. We look forward to warmly welcoming you again in the future to experience the Nickelodeon Hotels & Resorts Riviera Mayaat its very best.
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We just returned from our trip to the Nickelodeon resort in Riviera Maya and my family of 5 had a great time. We have children aged 11, 9 and 6 and they were all at the perfect age to go to this resort. This is a brand new resort so there was still a little work going on, but nothing that bothered any of us. The resort itself was spectacular. The service here was far and away one of the best we have had and all staff was very welcoming and willing to help with any questions we had.
The best part of this resort was the waterpark. We were here the week before Thanksgiving and the water part was very empty. We never had waits for any of the rides and there are a ton of different things for all ages to do. The Paw Patrol area for the younger kids is the nicest little children water park area we have ever been to. The middle area with some of the bigger slides appealed to all of our kids and the mid day sliming was a highlight for everyone. The larger slide area was also very nice.
The rockwall in the play pool area was hit all week long and the lazy river was very nice too, The crazy river isnt too crazy but my older children loved it as well. The entertainment staff at the water park made up of Sofia, Lucia, Martin, Babi and Emiliano kept our kids entertained all week and made our week so enjoyable.
The food at the sit down restaurants was very good, but the food at the buffets was like a normal buffet, nothing too great, but nothing terrible either. Eat your dinners at Piazza every chance you get. You need reservations for this one, but we never had a problem making one either of the 2 nights we ate there.
Claudia at the main pool bar was a great bartender and we enjoyed our conversations with her all week.
There was plenty of night time entertainment available that our kids enjoyed. There was a good mix of different activities for everyone to enjoy.
A few areas of concern, if you can even call them that, because they did not effect our trip at all. There is a limited number of restaurants available each day, but the food was so good at the sit down ones, we did not mind going back to them. The beach area here is not the best, so if you are looking for a beach vacation this is not the place for you. It was very tough to swim in the ocean here. You come to this resort for the waterpark and main pool area.
All in all, we could have not asked for a better trip and we give this resort 5 out of 5 stars.
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Date of stay: November 2021
Value
Rooms
Service
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.
Response from hotel management, Propietario at Nickelodeon Hotels & Resorts Riviera Maya
Responded Nov 30, 2021
Dear AandK200710, Thank you for your kind words and great feedback. It is a pleasure to read about how much you enjoyed your Gourmet Inclusive experience. Splendid experiences should begin from the moment you arrive till the moment you depart and we are happy to hear you encountered just this. Thank you again for your review, and we look forward to hosting you here at Nickelodeon Hotels & Resorts Riviera Maya many times more in the future!
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The place truly is a dream for families, especially the kids. Very clean and nicely decorated. They offer cribs, strollers, bottle warmers.. You name it! They have plenty to do with the schedule being loaded. You can do things like learn to make cotton candy, meet characters, SLIME night party and even watch comedy shows. That's not even scratching the surface. The food was very good as well, one downer is that there aren't so many restaurants. BUT with all the items to choose from at each restaurant you barely feel it. Besides... there's Good Burger. Need I say more? The water park is really great as well. I think out of everything that we enjoyed there it was how personable and patient everyone was. From the minute we arrived to the time we left, everyone went above and beyond to help us. We had our own concierge at arrival who did the most to make our stay comfortable. The Fun Squad from team Nick was awesome and we made some friends along the way. Claudia, Sophie, Ximena, Luiz Miguel and Jair were some who made it that much better with their fun personalities and eagerness to make sure we had a good time.
Btw, they do provide COVID testing on site for a fee. They also have a great transportation company in house too in case you'd like to go somewhere. We went to Xcaret and everything with great.
Cons: We had a little bit of trouble with our room key locking out after a certain time at night. We just had to reprogram it in the morning. Some things that were not included with the all inclusive were a little pricey. I guess we had all-inclusive stuck in our mind so it was a bit of a shock. It is understandable though because it's Nickelodeon.
All in all, it was truly a one of a kind trip and I can't wait to go back!
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Date of stay: February 2022
Rooms
Cleanliness
Service
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.
Response from Karisma Hotels, Propietario at Nickelodeon Hotels & Resorts Riviera Maya
Responded Mar 26, 2022
Dear 735danielc, Thank you for allowing us to host you during your recent visit and for taking the time to share your words of appreciation. We are thrilled to know you had such a wonderful stay at Nickelodeon Hotels & Resorts Riviera Maya and cannot wait for you to experience another Karisma experience with us. We all look forward to the privilege of serving you on a return trip to Mexico and the Mayan Riviera!
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This is a new resort and therefore some kinks to work out that I won’t belabor (many mentioned in other reviews). What really made this resort exceptional was the staff, in particular, Alejandro was an exceptional concierge at the hotel and Gui & Ana were spectacular at the water park. I didn’t get all the names of the restaurant staff, but they were all very attentive and helpful. The hotel/rooms are situated right next to the sea and each room is truly oceanfront. The waterpark is cool and unlike any we’ve experienced in Cancun; daughter loved it. There is only a very small “kiddie” pool at the hotel, with the “main” pool being that which is the swim out for 1st floor rooms. There are a few logistical issues that will prevent us from returning, including the resort setup and the beach, which are 1/5 stars. There are massive concrete blocks that contaminate the view of the sea. The sand is very “gritty” making it very difficult to walk on or play in. The worst part of the resort for us is the setup, the waterpark is a good 1/2 mile through the mangroves from the hotel, requiring shuttle transportation (which are very nice and air conditioned). I included a picture taken from the hotel of the lobby and waterpark in the distance, with waterpark on the right and lobby to the left of that (you may need to zoom). It was explained to us that the waterpark will eventually be open to the public, hence the location near the highway. The lobby building does have a restaurant and is where most of the activities occur, so shuttle ride needed (pay attention for the wet seats from the water park patrons, as we ended up with wet bottoms in our dinner clothes as the seats are fabric covered). Just a few Covid comments: the staff all wear masks, and most guests, however, masks are not mandatory for guests so there were numerous times there were groups on the shuttles not wearing masks, making us nervous with the wildly contagious delta variant and a negative Covid test mandatory to return to the US.
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Date of stay: September 2021Trip type: Traveled with family
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Response from Karisma Hotels and Resorts, Owner at Nickelodeon Hotels & Resorts Riviera Maya
Responded Sep 27, 2021
Dearjenniferl508 Thank you for taking the time to share your experiences with the Trip advisor community. We have taken note of all comments, concerns, and suggestions mentioned within your review. There is nothing more rewarding than to receive the praise from our valued guests and we will certainly share your experiences with our employees. We are very happy to hear that Alejandro, Gui and Ana had such a positive effect on your visit and they will be rewarded for their efforts. We listen to our guests, to identify what is wanted and needed within the hotel and we would like every guest, past, present, and future, to know that we are dedicated to ensuring that the Nickelodeon Hotels Resorts Riviera Maya provides a World Class Vacation Experience. Thank you once again for your review. We look forward to warmly welcoming you again in the future to experience the Nickelodeon Hotels Resorts Riviera Maya at its very best.
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My family and I arrived on the 27th after 2.5 hours in customs we made it to the hotel around 8 pm. We checked in at the lobby area from the Lobby you have to take a shuttle about a mile to the hotel. We were told our luggage would be waiting on us in the room. We went to the room and decided to go eat while we waiting for our luggage. I’ll review the food later. After dinner around 9:30 pm our luggage still had not arrived. We called and were told they don’t leave luggage in the room if we aren’t in there. Another 20 minutes later we got out bags. In the meantime, we noticed there were no sheets for the pull out bed. It took them an hour and a half to bring up the bedding! Luckily I was able to get my four and 7 year old to bed and the 15 year old didn’t mind waiting until 11:30 for bed. As for the Rooms. They are nice but the builder did not use anything to reduce noise from the rooms beside you. The first two nights were great but when the guests arrived beside us on the third night it was awful. You can hear everything! Especially the doors slamming to get into the rooms. And the people beside us obviously didn’t have any children because they sat up yelling and partying until 2 am. The least the hotel could have done is make sure the rooms are quiet if parents are going to have to deal with getting slimmed running after kids and eating disgusting food all day! Speaking of the food. Best meal is room service breakfast. But you have to call three times before they will answer and prepare to wait an hour for the food. We ate at all of the restaurants and the food at best was mediocre… The character breakfast was fun but also an extra $525 for our family of five. And it was entirely in Spanish. Which is fine because we are in Cancun but every other event was both languages.
Our 4 and 7 year old had a great time. The water park was fantastic. The staff was nice but I guarantee you will never want to hear “It’s a pleasure” again when you leave:
While we were here the hotel was only running at 40% capacity. They are going to have a ton of issues when this increases.
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Date of stay: December 2021Trip type: Traveled with family
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.
Response from Karisma Hotels, Owner at Nickelodeon Hotels & Resorts Riviera Maya
Responded Jan 4, 2022
Dear jkimbrell Thank You for your Patronage towards the Nickelodeon Hotels & Resorts Riviera Maya Please accept our sincere apologies for not coming up to your rightful expectations. We at the Nickelodeon Hotels & Resorts Riviera Maya pride ourselves on our high levels of service and glorious offerings; we are terribly sorry if that did not come across during your visit. We take all guest feedback seriously and I thank you for highlighting these areas that need our focus for improvement. We would like to encourage you to contact our customer service at customerservices@karismahotels.com so your experiences can be personally addressed. We do hope that we have the opportunity to welcome you back to the Nickelodeon Hotels & Resorts Riviera Maya in the future and we will ensure that your next experience is nothing short of perfection.
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The food is Ok, the people are warm and kind and give their best. Its a $1, 200 USD x night all inclusive hotel.
The hotel design and architecture is TERRIBLE. (Cheap)
The beach is probably the worst in all the mayan riviera, all rocks, no sand, to be fair, The hotel has a water park for kids that saves the experience for them, because for you adult it really is a bad experience!
Its a Kids hotel, there are NO bathrooms for kids 🙃 the boys baths rooms are all tall (for adults, 🤦🏻♂️)
My room had too many issues: the child safety pool door did not work, so my son ran to the pool unchecked, a real risk if your child cant yet swim, during check-in the room was 3 hours late, the swim up terrace from my room was never cleaned and the towels never replaced.
My bracelet key stoped working and the people in the deso couldn’t figure out how to fix it!
Concierge service had no clue on how to resolve simple things like getting aspirin, which never came! and they don’t keep a log on what requests are open for the guest, so every time you have to explain again to whoever answers the phone.
My shower was faulty, I reported it and the technician came knocking at 11:30 pm!!!! To fix it, 2 day late! Besides the shower floor is on the same level as the bathroom floor so the water drips out of while you shower and the bathroom floods!
To go from the rooms to the park and restaurant one has to wait (25 min) for a shuttle to come.
And many other small things that made the experience not worth it, having so many hotel options with water parks in Cancun I don’t recommend this option.
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Date of stay: March 2022Trip type: Traveled with family
Room Tip:Go to other hotels
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.
Response from Karisma Hotels, Propietario at Nickelodeon Hotels & Resorts Riviera Maya
Responded Mar 26, 2022
Dear Ebanuet On behalf of the management team and our staff at Nickelodeon Hotels & Resorts Riviera Maya, we appreciate the time taken to write about your recent experience. It is with great regret to hear about the inconsistencies with the level of service you encountered. Typically we are known to provide our guests with exceptional stays from the moment our guests arrive till the time they leave. It is so disappointing knowing you had challenges during your stay and this ultimately affected your overall experience with us. Please rest assured we have addressed your experiences with the corresponding department heads for their internal review and we would like to continue our communication with you, please do not hesitate to contact us customerservices@karismahotels.com In the future, we hope to have an opportunity to host you for a stay that truly exceeds your expectations.
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I can't believe this is a luxury hotel. Their customer service agents hired through Karima Hotels are the worst! The hotel hasn't even opened yet and their reservations are being handled by Karima. I booked back in June and at the time we forgot to add our 6 year old son. It took over two weeks to finally speak to a manager to add my son. Apparently none of the agents can make changes only a manager. I spoke to about five different agents who promised to help add my son at the promotional rate we initially got the room for back in June. My son was eventually added after two weeks for an additional $980.00 dollars and I was charged a Flex Charge of extra 69.00 dollars without my consent. It has been the worst experience and booking nightmare. No one is able to help and the resort hasn't opened so there is no one to contact at the resort for help. I have had to rely on second party representatives from Karisma to assist. Shame on Nickelodean Maya for having terrible service and not keeping their promises. They claim to be a "luxury" experience and this has by far been my worst experience. The hotel is so money hungry that they could care less about service and more about money when they haven't even opened!! So disappointed that i was never given the rate for my 6 year old that I was promised but rather I was overcharged and the best they could do is give me a $100.00 dollar credit for a future stay. Just a joke. Even Hilton Honors gives me more perks and better customer service!!!
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Date of stay: July 2021
Service
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Response from Karisma Hotels and Resorts, Propietario at Nickelodeon Hotels & Resorts Riviera Maya
Responded Aug 5, 2021
DeaR e7076UGlaural Firstly we would like to extend our most sincere apologies to you and your family for whats seems to have been a difficult and frustrating situation. We do our best to ensure making a reservation with us is seamless and as easy as possible. Unfortunately, we can not identify your reservation from the information provided, and therefore we would like to invite you to contact us at customerservices@karismahotels.com where we have a team of agents ready and waiting to assist you, making amends for your past experiences and allowing you to look forward to the Nick experience waiting for you . We look forward to hearing from your very soon.
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KIDS HAD A BLAST! It just wasnt for me considering the cost! Upon arrival, there wasn't a shuttle set up for us. I was traveling alone with three children and there was a lot of confusion as to why my shuttle wasn't set up prior to arrival. After making my reservation online, I frequently checked the 'customer portal' to see if any additional information was needed (like flight info) but could not find anywhere to enter the info after the trip was booked and I never received feedback from the resort or Lomas travel that they didn't have my flight info. Finally, after much back and forth, the rep for Lomas at the airport accommodated us and got us to the resort. Very stressful and confusing for us! Upon arrival to the hotel, check in overall was an easy process. We boarded the shuttle to make our way to the hotel building. After getting to the hotel, there wasn't any employees to be found when we walked in. Later we realize that the concierge employees are typically there to help show guests around and to their room. No one was there when we arrived and we subsequently wandered the hotel looking for an elevator to get to floor 5. I later visited the concierge desk at the hotel to schedule some reservations because I saw on the app that reservations were needed for Mexican fiesta. If I wouldn't have done that, I wouldn't have known that I also needed one for the Italian restaurant too. Just very poor communication. Three days into our trip, I met our "personal concierge" who had said he had been looking for us since we arrived. All he really wanted to do was sell us on a timeshare. He really didn't provide any help at all to us. We stayed in room 506. I was excited because I had heard the hotel was new and assumed it would be spotless. The glass doors to the patio were dirty, the doors to the bathroom/shower were dirty and the room smelled of sewage. The abundance of bugs and debris in the pool on our patio caused my three children not to want to use that pool at all. Very disappointing. The fact that there isn't anywhere in the actual hotel to eat breakfast was extremely disappointing as well. With three small children it would have been nice to have something on site for breakfast and a coffee, besides room service. Having to pack up the stroller/bags/etc to board a shuttle to get to the ONE breakfast restaurant was just extremely inconvenient. The buffet food was simply mediocre, there was a lot of food, but the food quality was not there. (Excluding the Mexican buffet night and Piazza, those were the 2 best meals we had during our stay) Snick Lounge: My kids were there playing video games and I noticed bugs crawling on the floors. Very unsanitary. Activities: I would have liked to see more children's activities at the actual hotel that didn't require us to board a shuttle every time we want to do something. Aqua Nick was great and had a lot to do but there was very little activities for kids at the hotel itself. The beach was dirty and not pretty at all. The water next to the sand was brown and dirty.
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Date of stay: June 2022
Rooms
Location
Service
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.
Response from Karisma Hotels, Propietario at Nickelodeon Hotels & Resorts Riviera Maya
Responded Jun 14, 2022
Dear nandrews81 Thank you for this exceptionally detailed and considered review of your stay at Nickelodeon Hotels & Resorts Riviera Maya We are very grateful to you for the time you have taken to share your experience of every aspect of your stay, in such a constructive and positive way. Your comments and observations are invaluable and truly welcomed. Please know that we take all guest feedback seriously. It has never been more important to us than now, to listen to what our guests have to say, especially, due to the world's recent challenges, we have to continuously adapt and quickly adopt many new measures throughout the resort, relating health, safety, and hygiene. We care very much about how we make our guests feel and please rest assured that each part of your Nickelodeon Hotels & Resorts Riviera Maya journey will be carefully reviewed with the team. Thank you once again for your review. We look forward to warmly welcoming you again in the future to experience the Nickelodeon Hotels & Resorts Riviera Mayaat its very best.
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Not worth the money only 2 restaurants opened and literally pizza and burgers for a family of four at 1000 bucks a night stay at the W. At the pool you get served house brand liquor and food is below average. I have this resort a 2 because of the slides and water park. Service is below expectations I’m not being critical just realistic. Everyone staying at the resort is saying the same.
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Date of stay: August 2021Trip type: Traveled with family
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.
Response from Karisma Hotels and Resorts, Owner at Nickelodeon Hotels & Resorts Riviera Maya
Responded Aug 17, 2021
Dear cruz2244 We are so very sorry to read your review and greatly appreciate you bringing these issues to our attention. We greatly regret that you sadly left the hotel with a poor impression of your time with us and I offer you my sincerest apologies, as you did not experience Nickelodeon Hotels Resorts Riviera Maya at its best. On this occasion, it seems our usual warm welcome and caring service was regrettably missing and this is certainly not the level of service we wish for our valued guests. I would like to learn more about your dining experience and which eateries you visited so that I can discuss your findings with our team. Your opinions are important to us and I hope when you are next in the Riviera Maya, you will allow us the opportunity to try to create a more memorable experience. Again, we are truly very sorry for your experiences, and we would like to continue our communication with you directly, for this reason, we would like to invite you to contact customerservices@karismahotels.com.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This is my first review ever. Although I typically dont write reviews I thought this was worth it for all the mothers/families looking to go to this resort. I guess I can start with the good things which are only 2. The pool in each room gives the hotel a nice touch & for the kids to enjoy. The workers (cleaning staff & waiters) very nice people. I want to begin by saying if you are a mom or a family looking to take your kids to a nice/fun resort. Nickelodeon is not the place. Everything that they offer you on their website is a lie. We were very dissapointed since day 1. Our first day upon arrival we spent all afternoon switching rooms… there were spiders all over the bed!! TONS. The water in the bathroom wasnt working…. Amongst many other things…. The workers seem to come fix things at 10pm/11pm at night which for me as a mom was very upset as my kids were sleeping. You also get “curtesy” calls from spongebob at 10pm! (Again not ideal for kids). The food is VERY limited. They say they have various restaurants but some of the ones the offer arent even operating yet. They only have 1 option for breakfast, the other option is to have breakfast with spongebob and charatecters for $119USD per person (which is ridiculous). They dont tell you this up front! So keep in mind whatever they advertise on their website they hide the additional cost. There is NO playroom as indicated on their website for kids. It is a room with a small tv and a couple of blocks. That is it! Room service runs 24-7. However, many times they “run out” of things on the menu. Again… very limited food. Overall… Nickelodeon resort at Riviera Maya is NOT ready to open yet. They are missing so many things starting with having functional facility, managers dont have a clue of most things you as them, the staff needs to be trained… etc The facilities are new and nice however it is NOT worth the $$. Save your money. Most things in there are not child friendly unless it is the water park. We encountered so mAny guests from all over the world complaining, dissapointed and wishing they would of done differently. There are so many other things that took place but here is just some. I hope this helps someone looking for an honest review. Price is not worth it. Definitely NOT a 5 star hotel. Perhaps a 3 star will do.
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Date of stay: October 2021Trip type: Traveled with family
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.
Response from Karisma Hotels and Resorts, Owner at Nickelodeon Hotels & Resorts Riviera Maya
Responded Oct 4, 2021
Dear AlannaMena We are so very sorry to read your review and greatly appreciate you bringing these issues to our attention. We greatly regret that you sadly left the hotel with a poor impression of your time with us and I offer you my sincerest apologies, as you did not experience Nickelodeon Hotels Resorts Riviera Maya at its best. Typically we are known to provide our guests with exceptional stays from the moment our guests arrive till the time they leave. It is so disappointing knowing you had challenges during your stay and this ultimately affected your overall experience with us We take all guest feedback seriously and I thank you for highlighting these areas of our service that need our focus for improvement. We have reached out to you via private message which I trust you have received and I hope we will have the pleasure to welcome you back to Nickelodeon Hotels Resorts Riviera Maya in the future; I am confident that you will find our services are much improved.
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I don´t remember the brands of the wines and liquors we got at the hotel, but I do recall non of my husband and son favorite tequilas were available (that means no Dobel Diamante, no Julio 70, no Casa Dragones, no Patrón, no Herradura). The only alcohol I drink is wine, and all the ones included in the menu scored less than 3.5 in Vivino, sometimes as low as 3. So I prefered very cold white wine, because I´m less picky with it. The only problem is that it warms up very quickly, because of the humidity. Consider bringing a thermos tumbler.
There are more places to choose from in the Playa Paraiso area.
PRICE RANGE
$717 - $1,094 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del CarmenPlaya Paraiso
NUMBER OF ROOMS
280
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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