Sensira Resort & Spa Riviera Maya

If you’re looking for a Murphy’s Law vacation experience, this is the place for you. Sensira oversold the dates that we were there and had no operational strategy in place. 3,000+ guests and not nearly the staff to accommodate. I booked a room with two beds; we were given a room with one bed and told there was nothing they could do. There were three of us. 2 hour waits for lunch, only one bar open during the day leading to 30+ minute wait for anything other than water, pool towel restrictions (a family of 3 but you couldn’t get more than 2 pool towels), incredibly slow dinner service (2+ hours for basic meals), none of the hospitality services advertised (no butler, concierge, generally anyone to handle questions), room service orders denied due to “too many requests”. This happened every night. Dirty rooms, dirty bathrooms, generally dirty facilities, dirty restaurants; we saw a cockroach at breakfast and reported to a busboy who grabbed another busboy so that they could laugh together at the cockroach, then walked away. No one ever removed it from the restaurant. All three of us have Celiac disease; there were no accommodations. Prior reviews highlight gluten free options at the buffet; there were none. I informed the concierge of our allergies ahead of arrival; no one ever responded. When I asked about gluten free options on our first day I was laughed at. The overall sentiment of the staff, when you could find someone, was “not my problem” Go literally anywhere else.

Good: food, rooms, activities for kids, beach Bad: poor maintenance and upkeep. One day the resort decided to shut down a pool deck so that a conference group could have a private party. They then blasted karaoke in the main outdoor area directly beside our room until 10pm. Completely unacceptable and disrespectful at a family resort.

Check-in was very frustrating and took hours. There was no proper organization, and no one showed us the way to our room. After such a long wait, we were simply handed the keys without guidance — it felt chaotic and poorly managed. The buffet situation was also unacceptable. There was only one buffet open, so we had to wait in long lines just to get in. In addition, we constantly had to wait in line at the bars just to get drinks. It was clear that there was not enough staff to handle the number of guests. Service was very slow throughout the resort. To make matters worse, two of our friends got food poisoning during our stay, which was very concerning and completely ruined their vacation. Overall, this was a very disappointing experience, and unfortunately, I would not recommend staying at this hotel at all.