TripAdvisor Traveler Rating

Just got home from a week at the resort. This is my second visit as I came here during the soft opening about 8 or so years ago. Like any resort you can definitely see the wear and tear in the rooms from being about 10 years old. We had a swim out room 2026, my parents a Jacuzzi balcony room and our 2 other guests both had standard room. I always suggest the swim out rooms here as the pool chairs fill up really quick! If you don’t have your towels out by 9 you may not have luck for the day. Beach chairs hard to come by too but easier at the Princess side if you have patience for children. We went over to the regular Princess side on the Thursday evening for the night market which was super cool. Housekeeping was great, shortage a few days on face clothes and beach towels. No biggie. Service was good at bar, buffet and reception. Never an issue getting what you ask for. Germaine (Jeremy) was great at Buffet. We had the Italian (which was my favorite), the Japanese (meh meats a tad overcooked but good entertaining show) rodeo was absolutely disgusting. We all had steak and just terrible. No seasoning, not cooked right. Japenese restaurant tried to con us one night into buying a bottle or wine to open up a table. We said no. You can get iced coffee etc in reception area. Oh and the beach bar / restaurant was decent too. If you are a so called foodie. This is not the resort for you. It’s your typical all inclusive food. Nothing at all amazing. We didn’t go hungry but nothing at all wowed us. At least this visit lots of English movies and tv shows. Entertainment at night wasn’t at all exciting, our group was aged 42/43/44/63/65 and 70 and we will seemed bored. Would we come back? Probably not as for the same price point you can get better. Nice resort just wasn’t for us.

My daughter and I wanted a place where we could pick and choose activities but also just comfortably do next to nothing all day, and Platinum Yucatan Princess fit the bill precisely. Our room - we had a Deluxe Junior Suite with double beds - was spotless, roomy, and had all that we needed. We really appreciated that our mini fridge was kept well-stocked with beverages daily. The beds were comfortable. The grounds are beautiful and cared for daily by the hard-working maintenance staff. Some reviews mention the coatis: yes, they roam the grounds, as do some stray cats. You won't see the coatis except when food is near, and they aren't aggressive. They are clever, though: on our first day I forgot my own advice and set my bag on the ground while I shifted things on my deck chair. A coati snatched an open packet of nuts out of my bag neatly and so quickly I had no time to react. Lesson learned! We only tried a couple of the restaurants beyond the buffet, and they were good, but with my dietary restrictions (I am gluten intolerant), I found the buffet to be the easiest place to eat, and we were both happy with the daily changes in the offerings that kept it from being monotonous. All of the dishes at the buffet are marked with allergens so I could easily see what my safest bets were. Lucia, a host there, did a lovely job of making us feel so welcomed each day. Poolside, there was a daily offering of food where we got our lunch tacos. The cook who served us every day we lunched there did a great job in the hot sun. We chose to each have a Yucatan massage at the spa. Both masseurs did an excellent job of tackling big knots and also leaving us completely relaxed. The bartenders are skilled and hardworking. We especially appreciated Santos and his crew at the Salsa Bar, who were efficient and sly-humored and who kept the later-night party going for the guests. There was a flaming coffee station after dinner each evening, and I had one just about every night because they were so good. What really made our vacation outstanding was the activities offered and run by the marvelous entertainment crew. They led games at the pool, activities at the sports park, and evening events, all of which we really enjoyed. Shout-outs to Umberto, Luna, Rhamses, Ivan, Malu, Yveta, and Joni for a job well done, and appreciation for them making us feel so welcomed. There is an app available on the website that shows you the daily activities, and we found it very helpful. It was a marvelous week and we hated to leave. I look forward to visiting again!

Had a great time. Food was very good in the buffet. Liz the hostess Helped ever morning with my needs. Spa was relaxing and they where very helper with making me feel relaxed. Enjoyed the nightly shows (for the ones I went to ) Fire show was very good and the pirate show

Resort and grounds very nice and grounds were well maintained. Yes there are wildlife no they are not problematic. No there arnt animal droppings all over. Food - you won’t starve but it is in no way 5 star , breakfast options consisting of left overs from dinner the previous night. Colette station good but what hotel can’t make omelettes. Dinner again ok some better than others not 5 star food or close. Italian was inedible food served cold and just not nice. Drinks - good drinks good selection. However they serve in plastic cups really grated on us. Yes not a big deal but on an evening I don’t want my drink in a plastic cup and consistently had to request in a proper cup. Entertainment - the sister hotel has great entertainment both day time and evening this hotel does not. The theatre is lacking plastic chairs in a freezing cold room on a small crappy stage. Go the sister hotel totally different yet this resort is meant to be better ? Evening entertainment not great few shows live music. Atmosphere lacking. The whole feel of the plaza is very uninviting no sofas to sit no comfy chairs. Rooms - big spacious cleanliness is an issue it’s to the point of disgusting. I’ve attatched to photos so judge for yourselves I’m not the type who expects daily bed changes but I do expect a certain standard of cleanliness. Overall the hotel is just ok personally I wouldn’t be back I don’t think it’s good value for money at all . The sister resort is much better. This hotel Lacks facilities, it’s advertised as premium in but dirty rooms, and mediocre food is not 5 star luxury or platinum as advertised by Tui ! Staff were very nice and the beach was nice and maintained

We stayed in room 5201, and it fell far below expectations. The room was not clean—there was sawdust under the sofa, stains on the floor and walls, and the sofa itself was broken in one spot, causing it to collapse when sat on. I didn’t feel safe using the whirlpool bath on the balcony due to its poor condition, including missing jet nozzles. The balcony itself was large, but the railing was loose and needed urgent repair. The shower heads were rusty, and there was mildew on the grouting. To avoid the filthy floors, we had to wear the provided slippers just to keep our feet from turning black. I understand that dust can accumulate, but mopping the floor should be basic upkeep. Simple tasks like wiping down the vanity unit and bedside tables were neglected by housekeeping, and we were left with marks from previous guests, which I ended up cleaning myself. The bed was incredibly noisy, creaking as though it might break, and it sank in the middle. Clearly, it needs replacing. The entire room had a musty smell, and our clothes felt damp throughout the stay—likely due to the humidity. The hotel should consider investing in dehumidifiers to improve comfort. The food at the buffet was frequently lukewarm, and on several occasions, there was no microwave available to reheat it. We also tried going to the buffet at different times to try and get freshly cooked food but even then the food was still lukewarm. At the onsite Rodeo Grill restaurant, we were horrified when a cockroach crawled out from under the birdcage seating, thankfully my husband had quick reflexes and threw it over into the water. The service was extremely slow, taking 22 minutes just to receive a drink - albeit there was just one server to the 4 occupied cages. We were already on edge, worried about more insects showing up and ate the tasteless, lukewarm food quickly. While we understand there are insects in the area, we certainly didn’t expect to encounter them at the dining table. The best meal we had was at the onsite Teppanyaki restaurant, where the food was cooked in front of us, ensuring it was hot and full of flavour. The service we received at this restaurant was outstanding. We don’t consider ourselves overly fussy eaters, but we do expect hot, well-prepared meals. Additionally, despite staying for seven nights, no fresh bed linen was provided, and the linen was never changed. I know this because my mosquito band left a mark on the sheet, which remained there the entire stay. We also never received fresh pool towels after Wednesday, even though we made multiple requests. The mini-fridge in our room was often not restocked, and when it was, we were given an excessive amount of water—7 bottles in one day—despite leaving notes and a tip. Also, here’s a tip for others: leave the cupboard door slightly open to help the fridge stay cool. If you need to use the lift, be aware that it’s often out of service. We had to carry our luggage down from the third floor, and despite calling the bellhop for assistance, no one answered. By the platinum pool, the loungers were scarce, and good luck securing an umbrella for shade. If you want one, you need to place your towel by 7am. The loungers themselves were uncomfortable, with thick metal frames and a 3" mattress to lay on that made it impossible to relax. The pool bar service was disappointing—the young lady walking around the pool serving drinks was rude unless you tipped generously for every drink. This is not how service should be, especially when you’re staying on the platinum side. The barman, however, was friendly. The beach was lovely and was constantly being swept/cleaned by staff to keep the seaweed at bay, as I was getting bitten a lot by the sand flies we decided to stay around the pool (I'm a walking buffet for mosquitos and flies). Yes, I used repellent and many other concoctions like citronella soap, Avon skin so soft etc. We don’t mind tipping, but it should be at our discretion, not something expected for every service. Furthermore, our booking with Tui clearly stated that tips and gratuities were included, so this felt like an additional, unwelcome pressure. Overall, our stay was disappointing. This hotel is nowhere near the 5-star standard Tui claims. In our view, it’s a 3-star at best. We tried to find a Tui representative to voice our concerns, but there was no one available to speak to. While I acknowledge that this review reflects our own experience and others may feel differently, given the cost, this holiday was not worth the price. Sadly, this was our first and last time in Mexico.