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Senses riviera maya by artisan email contact11/30/2023 ![]() ![]() My third issue was with the staff and their sort of nonchalant/arrogant/dismissive attitude when I was bringing this to their attention. Doesn’t make sense to me and it is not detailed anywhere on the website as of when I made my reservations in early November 2019. All the Honeymoon Suite is are decorative roses on the bed/tub and chocolates and champagne the first night yet, you are charged the Honeymoon Suite (most expensive option) rate for each night you stay there. 2.Ělthough I kind of already touched on it, what is not disclosed is what the Honeymoon Package consists of. They offered me free room service and something else I can’t remember, basically useless options. I gave them an opportunity to make this right and compensate me for what I felt I paid for, they did not. It didn’t matter, the first night they put us in the worst first floor room where there is no privacy and didn’t even have the Honeymoon Package (roses and chocolates) set up on our arrival or check-in. They confirmed my request and guaranteed me a premium view on the 2nd or 3rd floor and there would be no need to change or alter my reservations (I have this documented and pulled up the email for the staff to see). I requested that if I am not getting a 2nd or 3rd floor room to please change my reservations to the Ocean View, guaranteeing me a premium view. I reached out to the hotel’s reservations department and voiced my concerns. After making my reservations I read in some reviews this was not the case. This was my fault, thinking the Honeymoon Suite was the most expensive, I immediately thought it was the best. Honeymoon Suite/Package: Anyone who elects to select this option must be aware that it is the most expensive option out of three choices (Ocean Front – bottom floor, Ocean View 2nd or 3rd floor, Honeymoon Suite – whatever they have available). In brief, the fact that we did not get what we paid for and/or confirmed with the reservation department, and the lack of compassion from the staff to address our issues during our stay made me give them this poor review. At the end, their reasoning wasn’t logical and they essentially were okay with me writing a negative review and being unhappy. And just FYI, the hotel had every opportunity to correct my issues, concerns, and requests they chose not to. I will start off my review by touching on what my made my experience a negative one, then I will highlight areas for improvement at the end. I did not have a good experience at the Senses by Artisan Riviera Maya resort.
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