TripAdvisor Traveler Rating

This resort is the worst resort I’ve ever been too… DO NOT COME HERE! The service is terrible and rude:. It’s big bugs in our rooms they did nothing.. we had a snake in our room they did nothing but laugh about it we spent over 4k to stay in this resort for a week and to be treated like trash is absolutely ridiculous.. we’ve been followed around insulting our party by saying we were smoking marijuana and it was a black and mild we spoke on random guest sitting in our private swim area and nothing was done about it! This resort staff down to the concierge is very unprofessional he yelled and got upset when the same energy was reciprocated. The concierge then told us that we’ll be kicked out with no refund if we had any other issues with the property but how? At the end of the day we come to your establishment and get treated like we didn’t pay money like everyone else! someone should step in and do something about it DONT NOT come to princess Yucatán if you wanna have a good time.

This was advertised by TUI as a 5* holiday but it is most definitely not. The hotel is a little tired and we felt that we were not getting the holiday that we had paid for. That said, there were elements that were great. The staff are amazing and every one of them is a credit to the hotel. They work so hard and always have a smile on their faces. The rooms are enormous and come with so many great features such as double rain showers, slipper bath, jacuzzi, robes, slippers, double sink and the biggest bed that we have ever stayed in. The loungers around the pools are lovely with thick cushions and the animals ... omg ... this was like being in a massive zoo with all sorts of creatures just running around you. The beach shack is the best place to eat during the day and the food is great to eat whilst sitting next to the Caribbean sea ... not a bad life We were in block 5 and if you want the peace and quiet (we did) this is where you need to be. The problem was that everywhere around the hotel and pools and rooms was very 'tired'. Where they had tried to paint walls or furniture there were paint marks all over the floors or lights and it just had not been finished properly ... not to a 5*. The shower heads were really dirty and the corners of the shower floor were dirty and broken. There was a very large leather sofa in the room that doubled up as some form of bed, this was broken and the end kept falling off when you sat on it, not that you sat on a leather sofa often because you would 'stick' to it due to the heat and humidity. The balcony doors were great because when you opened the glass door there was a mesh screen to stop any bugs from coming in .... the glass doors leaked when it rained in both of our rooms and the mesh bug door in our room was ripped so was not of any use. The jacuzzi sides were all open and you could see the inside of the motor, a couple of the jets had come out and it was a worry as to how safe the whole thing was ... first world problems I know, but this IS what I paid for!! The food was very varied and the restaurants all provided different choices should you want it, plus you can use the other hotel restaurants. The problem was that the food is never hot, lukewarm at best. We tried to be positive about this but we have been home over a week now and are still suffering the effects of this .... if you know what I mean!!!!! Share prices in Andrex have shot up since we came home! More could be made of the beach front, we knew in advance that there was going to be some rocks but it really was bad, perhaps some form of floating walkway over these would be an idea and would definitely encourage people to use the beach more. There were lots of sunshades that were broken and lying around and loungers that were in the full sun without shade, these should have been fixed and again this would encourage people onto the beach. Would we go to this hotel again ... no! but this is because it is advertised as a 5* and would only really be a 3* or a 4* at a push. We had a nice holiday and made the most of our trip but were let down by TUI (again) for selling something that it is not. Talking of TUI, if you want to see a Rep you have to go to the other hotel, only a 15 min journey by hotel bus, but it is just another annoying problem as you have to set time out of your holiday to get dressed, travel over, find the rep and then return ... again, there are some reps at this hotel but not TUI ... don't know why! 1st world problems I know but something that you should not have to deal with when staying at a '5*' hotel and paying that much money.

Our first time in Mexico so went full of excitement and some concerns. We had been told Customs at the airport was difficult & slow and that there was a gauntlet to run between the exist and the bus collection. We clearly went on a good day. Border control was fine, baggage arrival was a bit slow but no worse than Gatwick and no hassles through the airport. The hotel was about an hours drive away and the check in friendly and efficient. Lots of security. We had booked a Swim Up room (and very pleased about that) which was of a good size and well equiped, but a bit tired. Fridge was full of beers, soft drinks and three small bottles of spirits. Not a child to be seen. We have gone to other Adults only to see children walking around. The Buffet resturant was as expected with always plenty of room and good supply of food. Staff were very helpful and friendly. There are some themed resturants and we went to the Rodeo Grill and Italian on several occaisions. Very reasonable interetation of Italian quisine and the grill resturant was great. Please note though they DO REQUIRE MEN TO WEAR LONG TROUSERS. I know not evey AI hotel enforces the dress code. Pools were cleaned daily and the place looked very clean and tidy even with an array of wildlife wandering around. Some of our fellow travellers said they had issues with their rooms but ours was great. The main pool was a bit noisy as a result of our American Cousins but we were fare enough away not to be bothered. The down side: Hurricane Beryl paid a visit as a Cat 2. Good preperations by the hotel with very quick clean up after. No alchol for 36 hours preceeding the hurricane was served and breakfast fallowing was a bag meal delivered to the door. This was a bit poor with no choice. Cheese sandwich, an apple and two apple yogarts. We dont eat cheese I I dont eat apples. Toblarone did the trick. The Rodo grill was closed in total for about 4 days. The other down side of this was the poor communications (nil) from the hotel & the Tui Rep. We did the sensible thing and stayed in the room away from the windows. The Tui rep is located in a neighbouring hotel a 5 min internal bus ride away. We visited Chichen Itza - early stat, great day out, a bit expensive but well worth it. All in all while we will proberbly not return we can recommend this hotel.

I'm just about to check out this hotel, been here for 7 nights, I was a bit worried about the reviews on here but I'm happy to say it has been one of my best stays in Mexico. Please don't read in to the bad reviews too much, I honestly don't know if they have been staying at the same hotel as me, food and restaurants were great, staff are amazing. I had a swim out room and well worth it, I think some people a far too critical, I've had the best stay here, need to check out now to go home but I don't want to??

Not happy with this hotel , run down , roofs were falling in , food was cold in the restaurants, Food for breakfast in all you can eat was leftovers from the restaurants from the night before, would not be going back Staff were nice but that's about the best of it .