Sensira Resort & Spa Riviera Maya

The only good part of our 5 night stay was The room itself and Marcos as our “butler” for the time we stayed in the ámbar room. Having paid extra for the “ámbar” package you gain access to private bar with higher quality liquors. During the 5 days we got drinks there twice as it was constantly waiting and asking to send bartenders there. One time specifically I asked to send a bartender and we were assured they were on the way. After waiting 30 minutes we were informed that the bartender was actually off site and no one was able to give us drinks. The room itself was beautiful but being all inclusive the fridge was supposed to be re stocked daily with beers and waters. Each day we had to ask 3-5 times for them to restock and 3 of the 5 days nobody showed up to restock. Service was utterly terrible from nearly everyone asides from Marcus, he was great and understanding the whole trip doing anything he could to make our stay better. Room service would arrive late and food was cold nearly every time. This place is nowhere near a 4-5 star resort more accurately 2 and maybe 3 star on the best days. — Lo único bueno de nuestra estancia de 5 noches fue la habitación y la presencia de Marcos como nuestro mayordomo durante la estancia en la habitación ámbar. Al pagar el paquete "ámbar", se accede a un bar privado con licores de mayor calidad. Durante los 5 días, pedimos bebidas allí dos veces, ya que estaban constantemente esperando y pidiendo que enviaran camareros. En una ocasión, en concreto, pedí que enviaran a uno y nos aseguraron que ya estaban en camino. Tras esperar 30 minutos, nos informaron que el camarero estaba fuera del hotel y nadie podía servirnos bebidas. La habitación era preciosa, pero al ser un todo incluido, se suponía que la nevera se reponía a diario con cervezas y agua. Cada día teníamos que pedir de 3 a 5 veces que la reabastecieran, y en 3 de los 5 días nadie apareció. El servicio fue pésimo por parte de casi todos, excepto Marcus, quien fue genial y comprensivo durante todo el viaje, haciendo todo lo posible para que nuestra estancia fuera mejor. El servicio a la habitación llegaba tarde y la comida estaba fría casi siempre. Este lugar no está ni cerca de ser un resort de 4 o 5 estrellas, más precisamente de 2 y quizás 3 estrellas en los mejores días.

Our kids love the adventure club in this hotel. They ask us to come again and don’t wanna leave. Daniela, Marines, Lupita, Josephine, Fatima and Amairany in the club are amazing. Highly recommend the hotel if you are planning to travel with kids

Smaller resort, but a lovely stay. We had a Ruby Suite and the butlers, Marcos, Rafael, Humberto & Joao were outstanding- excellent hospitality and service. We had hoped to eat at the French restaurant, but it was not open during our stay. The smell of the seaweed was strong, but expected. The poolside cabanas were very relaxing and where we spent most of our time. We appreciated the adults only pool area.

We met Diego, awesome and respectfu,he helped us with our bags very kind. Marcos and Rafael were our butlers. They were very professional and we enjoyed our time with them. They took care of us very well.

Traveled with my family of 5 to this resort. The road to the resort is super bumpy, the moment you arrive to the hotel you are slapped with the scent of the seaweed from the ocean. No one swims in the ocean as it is very dirty. Staff and concierge are super accommodating, we had many instances where reservations were messed up and the staff still seated us at restaurants. There were few things the hotel can improve on: only bottled water at concierge desk? Why is that a thing? Towels not open until later on in day- two pools closed in 1 day due to someone pooping inside it. Left my kids and the at capacity hotel with 2 pools for the entire day. Buffet had same options daily. Overall not a terrible experience we had a good time, but will not be returning due to beach and limited food options.

This is a good family hotel with great facilities for kids and I would rate it as 4.5 stars. Could be improved by having more pool activities and more teen activities and more food choices in the buffet restaurant. If these bits were better I would have given 5 stars. I visited with my husband and 2 kids aged 12 and 17 for 10 nights. The staff are amazing and the best feature of the hotel. They are all friendly, approachable and helpful. They make you feel like nothing is too much trouble and they genuinely want you to have a pleasant stay. A more detailed review is below. Food Buffet - the grill station saves the day for dinner and lunch as you can choose your meat and fish and how it’s cooked. Food choices are very similar each day and not the amount of choice we’re used to from other Mexican/ Caribbean AI hotels. All the food is nice though. Breakfast has the usual made to order omelettes and the kids loved the waffles and pancakes. Service is generally quick. We only had to wait further a table if we went for breakfast after 9.30 and even then it was pretty quick. Everything is very clean and well organised. The Tea House - this is a nice touch, there is a good range of hot and cold drinks, ice creams, sweet treats, sandwiches and fruit. It’s open 6–6 so works very well for those hungry before breakfast starts at 7am and before dinner starts at 6pm. The snack bar - this is by the main pool is good. It’s a help yourself buffet style. Chips, burgers etc… sometimes you have to order a burger and wait 10/15 minutes which is a bit of a pain. Restaurant Reservations - We ate at the Mexican one night without a reservation. But then booked our restaurants for the rest of the week at the concierge desk ( you have to do it before 2pm I think). Mexican - food was very slow to come and wasn’t that great. We didn’t go back. Italian - food was good. Kids enjoyed the pizzas. Steak - we went 3 times it was amazing. The menu provided a really good choice and the food came quick and was lovely every time! The staff at the Mexican were also the most attentive. Reception Our check in was fine, I think we paid 50USD for the environmental tax. We only went to reception one other time which was to report no electricity in our room and I was very happy with the service. They sent someone straight away and it was back on within 10 minutes. We had to call reception once because we needed an extra towel and they brought one within 5 minutes. Very good service. Concierge Staff were helpful in booking us a taxi to Play Del Carmen. They also sent up some extra slippers when requested really quickly and we were able to get beach towels and water to take out of the hotel for our day trips Beach On some days the beach didn’t smell that bad and quite a few people enjoyed a swim. The sand area is a decent size, big enough for volley ball and still plenty of space to walk around. The smell on a bad day is quite strong when it hits you. But you do get used to it