I stayed in hotel Riviera Caribe Maya from Jan 3 - 8 with my girlfriend. We were very pleased with our room : it was pretty and very clean. We liked the location of the hotel as well (very central and close to 5th avenue, but not on it). The one thing about the location, though is that it was difficult to find a place to park our car (the hotel has only 2 places).

Our main concern is with their customer service :
1- lacking information and wrong information at reception
2- we paid for a breakfast that was not given to us on the last day : we have repeatedly called and emailed management of the hotel about reimbursement; however they still haven't replied.

1- when you are in a country you don't know and for which you'd like to discover, you kinda expect the people to guide you in what should be the most authentic or at least to avoid the "tourist catcher". We asked reception the first day to help us find a restaurant but they couldn't help. We asked about tours … they gave us their book (like 100 pages!), but no advice Plus the guy didn't know the tour they were offering. When we finally got to the point to decide on one tour, they offered to call the tour guide to get the answer to some of our questions. Which was nice, except they never did (we asked 3 times… we finally stayed at the counter while they called! and finally discover this is not the one we were "sold". We finally found one very nice walking in the streets and talking to people !

2- Our room included a breakfast that we enjoyed at the italian restaurant 2 blocks from the hotel. Since we had to leave early on Sunday to catch our flight, we checked with the reception at multiple times what could be done in advance (we started asking them on wednesday)
+ at first on Wednesday, the reception desk said that the italian restaurant would be open. However, after checking with the owner of the restaurant on Wednesday, he confirmed the place would be closed on Sunday.
+ We then came back to reception on Thursday  and were told that the solution would be the restaurant of the hotel. Two people told us this on two different days, including Saturday night.

So it was to our surprise and disappointment to discover on Sunday morning right before leaving that the hotel restaurant was closed... which obliged us to incur unexpected expenses for our breakfast.

I tried to reach the manager/owner by email and almost every day by phone; each time I was told by reception that they have relayed my message to the manager. After 6 calls and 3 emails, I still don't have any answer, not even negative.

Just wanted to share our experience so you can avoid the same issue!