Generations Riviera Maya A Gourmet Inclusive Resort, by Karisma All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6437 reviews

• 

  Stay away!

  Stay at your own risk! From the moment we checked in, things already felt a bit off. The gentleman at the front desk confirmed the length of our stay, quoted us the total cost, and asked whether we would be paying with cash or card. I was confused and explained that we had already paid in full and that my credit card had been charged. He said, "Let me check," and although I'm not sure he actually did, he returned in under a minute, handed us our room keys, and called for a bellhop. When we got to our room, we realized it was on a lower level, even though I had specifically booked and paid for an oceanfront room on a higher floor. I called the front desk to request a change and was told a higher-floor room would be available the next day. We then went to the concierge to make dinner reservations for our stay, only to be told everything was fully booked. Ana, the concierge who assisted us, mentioned that guests staying more than three nights receive access to the Nickelodeon water park. However, before giving us the tickets, she tried to sign us up for what was clearly a timeshare presentation (though she didn't explicitly call it that). She asked us to meet her in the concierge lounge the next morning so she could take us to the presentation and then to the park. We chose not to attend and instead drove ourselves to the water park. The next day around noon, we were notified that our new room was ready. We packed our belongings and moved upstairs. Couple hours later, concierge notified me that I had left my wallet behind, something that felt very strange, as I had checked the room multiple times. I assumed I may have dropped it under the bed or under the coffee table. When my wallet was returned, I quickly checked inside and immediately noticed that $220 USD in cash was missing. I also saw that my credit cards had been moved out of place. I went down to the concierge to report the incident. The concierge manager, Luis, showed no sympathy and did not apologize. I was informed that I will be updated in 24 hrs. 24hrs later, I received 0 calls, 0 updates. I escalated the issue to the front desk hotel manager Emmanuel, and received the same response. No concern, no urgency, no apology, and no follow-up, no accountability whatsoever. At this point, I've accepted that I likely won't recover the missing money, but I wanted to share my experience. The resort itself is beautiful, but based on what we went through, I would advise others to stay at your own risk. I will not be returning!

  Apr 14, 2026
• 

  Another great trip!

  We go to Generations twice a year for 2 weeks each time because the staff is our extended family. This trip our son and his family joined us for 4 days and they all loved it. As I stated, it is the staff that keeps us coming back starting with the great management team of Carlos, Fabiola and Berenice. They are very approachable if one has a concern. We really appreciate their leadership and friendship. Because we are members, one of our favorite groups of people are the butlers; however, we do NOT like the head butler moving them around from resort to resort. We were fortunate to have Paul and Gerardo this trip with Ana filling in as needed, and we loved seeing Eddie there, but we REALLY missed having Luna, Imelda, Pablo, Luiz and Israel at the resort. We really hope this procedure of moving butlers around (and not informing them until the last minute) will change before our next trip. It does not benefit the members or the butlers. We also love the food and service. We would like to acknowledge the head of the restaurants, Urbano, for leading such a great staff. Standouts for us were Chef Daniel, Chef Paco, Chef Alexander, and Chef Miguel. We appreciate that at each restaurant a special of the day is always offered. The captains and hosts/hostesses at the restaurants kept things running smoothly including Miguel, Aimee, and Elena at Chef’s Market, Octavio and Sarahi at Palms, Fernando at Habb and Tovar at the Wine Kitchen. We received outstanding service from the following servers: Juan Carlos, Brian, Alma, Eduardo, Karen, Mario G. And Garcia at Chef’s Market; Israel, Roberto, Alvis and Xavier at Palms; and Gerardo, Ricardo, Marco and Octavio at Wine Kitchen. I must also include the team of sommeliers in my review including Edgar, Fabiola, Ricardo and Omar. What a wealth of knowledge each of them possess! They are all a wonderful addition to the staff. Entertainment staff is top-notch with Xiomara as the leader. Wendy, Daniela and Ingrit went above and beyond with our granddaughters in the Kid’s Club. Paty, Emanuel and Emiliano provided great activities in and around the pool. Drinks by the pool,were ever present provided by Erbie and Martha. Housekeeping services were exceptional with our daily person, Carmen and Sharon filling in on Carmen’s day off. We appreciated our nightly turn down service from Leny. We knew our luggage was safe with the bellboys and our pick up times would be honored with bellboys Julian and Enrique. All in all another great trip. We look forward to our return in October and we really hope our butlers won’t get moved around anymore unless absolutely necessary.

  Apr 12, 2026
• 

  Friends and a honeymoon!

  We keep returning to this resort! The location, the food, and THE PEOPLE! Gerard, Ana, Imelda, and Luiz took great care of us. Management checked in on us just to see if everything was as we desired.

  Mar 29, 2026
• 

  The truth- pros and cons

  Just came back from March Break with the family. Pros: Food was really good, swim out on the main level is excellent, service and staff are friendly. Included in your stay are a few excursions all of which were fun - book them when you get there, we did the Nik waterpark and the Beach day trip with snorkeling- food was amazing there! Cons: No entertainment or anything to do besides eat and lounge at the pool - my teens were very bored, better for younger kids that swim eat and sleep. The beach is not good, you will not be swimming there. Resort is a bit run down with parts of the resort being completely abandoned looking. If you are looking to relax by a pool with great food and drink this was great! If you are a beach person that wants to socialize after dinner or if you are coming with teens this is not for you.

  Mar 21, 2026
• 

  Paid for premium room and did not receive

  Booked a swim up room and was told none available when we arrived. Booked 6 months in advance to enjoy main floor swim out with family. Offered resorts credits which we were not interested in. Will not deal with this hotel group ever again

  Mar 17, 2026