The Fives Oceanfront Riviera Maya - All Inclusive Optional

Dear Management of The Fives Hotel, I am writing to formally express my extreme dissatisfaction with our recent stay in your penthouse suite. What was marketed as a premium luxury experience turned into a deeply frustrating and unacceptable ordeal. During our stay, rainwater poured directly into the suite, soaking our clothes and personal belongings and disrupting our sleep throughout the night. This is a clear indication of serious structural issues, which are further evidenced by visible cracks in the ceiling and the presence of caution signs and buckets placed outside our suite door—suggesting that hotel staff were already aware of the problem prior to our arrival. We have documented the situation with photos and videos that clearly show the extent of the damage and the lack of proper maintenance. For the price paid for the penthouse suite, this experience was entirely unacceptable and far below the standards expected of a property of your reputation.

Staff was phenomenal and had great attention to detail. Room was clean and spacious, views were amazing. Walkable restaurants/bars, great excursion options. Felt safe here even as a solo traveler.

Truly stunning set-up. Amazing location. Wonderful wildlife. Extremely professional and friendly staff. Will definitely be returning.

Had a very relaxing stay. Staff was EXCELLENT!!!!

Cama

Trato

Abraham at the Al Mare restaurant was the best!!! He provided excellent service every visit! Even when he wasn't or server💗 the resort itself is nice, I wish there was more shade at the adults pool as I am very very pale 🤣 also wish there was some type of entertainment but we did go during the off season so no big shock there. One other note (that is not the hotels fault at all) it is quite smelly all around the hotel due to the seaweed!!! So be prepared. Our ambassador Valeria was very helpful I really appreciate all she did!

The Fives is the best!!! Val and Majjoo make it worth going , they take care of everything you need! Under new management and the Gm was great . The food is marginal at best but a short walk and u have top notch dining al Fresca . We will only stay at the fives , it is the best

This was an Anniversary trip for my family. It was a total of 12 of us. We wanted this to be a great trip but some hiccups occurred. When we arrived at the hotel, valet was very nice. We walked in and was greeted by the front desk. You're given a glass of champagne. The rooms were nice but didnt look like the photos. The penthouse doesn't look like the photos as the Anniversary couple was in that room. When we booked, we were told a credit of $555 would be available to use. $250 would be for the spa. This was received on day 3, but also you only can use $50 a day but we didnt know this. The hotel is to give you a paper with all coupons but everyone in our group wasn't given their coupons the entire trip. They only had one restaurant open, one breakfast restaurant and the rooftop you would order food and drinks. Things were not communicated well at all. They will try and ask people to listen to the timeshare meeting to get a discount on activities. Do not fall for that. We received better price on activities by booking ourselves and didnt have to listen to the timeshare meeting. When we were on the rooftop, we believe we were bitten by bed bugs. I typically bring a blue light on the trip I forgot, and this happened. We started itching thinking they were mosquitos. We were on the lounge chair for hours that day till we couldn't take it anymore. Turned out they were bed bugs once I came back to the states and saw my Primary care physician. I have marks to show. Please be careful if its windy on the rooftop, the umbrella blew away and hit me in my shoulder. The day before we left, it rained inside the Anniversary couple room and nothing was done. You don't receive much help or assistance at this hotel. How can you not address the situation. Everything close at 10pm, no room service, no activities, we went off the resort for entertainment. This should've been voiced to us prior. Once I came home and address the bed bugs situation with the hotel, the hotel denied and stated they did an inspection. The report was sent to me in Spanish and 3 pictures. If this resort was taken care of better, it would be very beautiful. I would stay at the other Fives Resorts, service is much better. I wouldn't recommend this place.

The Fives was incredible - if you are looking for a private more quiet stay right on the beach this is the place - all the staff were amazing, helpful, friendly and were genuinely interested in making our stay memorable… the rooms are exquisite and the food was top class - they could’ve had one more restaurant to choose from but the roof top restaurant is quite lovely - we had a great stay and we would go back - there was seaweed on the beach but each day it would be cleaned up and made to look pristine … We had a lively family vacation and walked into the village a few times which is a quick and safe walk