Ratings based on 2,729 Verified Reviews
They paid and stayed. We double-checked.
4.9 Room cleanliness
4.9 Service & staff
4.8 Room comfort
4.9 Hotel condition
They paid and stayed.
for Everyoneby A verified travelerfrom Louisiana
Perfect getawayPosted Apr 19, 2015
Anniversary trip for 4 nights was exactly what we wanted it to be. Great hotel, food, drinks, and beach!! Very easy shuttle to the hotel using Great Day van. Will go again with friends.
by A verified travelerfrom IN
Beautiful resort but staff was terriblePosted Apr 19, 2015
Not enough staff. Stuff never got replaced in our room or Mini bar. Only one server on each side of the beach. Slow service. Room service was never right.
for Couplesby A verified traveler
Posted Apr 19, 2015
Pros: Breakfast was very good, as was every dinner in Isabella restaurant
Cons: House wine
Good food and excellent beach. This is the best place in Cancun.
by A verified travelerfrom Westchester NY
Don't be lulled into felling securePosted Apr 19, 2015
My husband and I just returned from 5 days at this resort. We are not new to Mexico or all inclusive resorts. We wanted to love this place: rooms beautiful, staff very accommodating, food was fine. However we had a bad experience. I take full responsibility for leaving my diamond ring on the bed frame. It was gone on my return to the room that day. We reported this to the management. They searched our room as did my husband and I multiple times. After an overnight investigation management concluded that no one on their staff was responsible because of the procedures that have in place. Their investigation did not succeed because they really were not looking for an answer.Their implication was that I still had the ring or I lost it somewhere. I assure you I did not. I will not bore you with the details of management,s incompetent response to the situation. If you choose this resort, please be aware that there is no security on the premise to keep anyone from entering the resort from the beach. Anyone can enter the resort and have full access to guest suite areas, so beware. The resort relies on front gate security. This does not adequately provide for guest safety. As I said I take responsibility for leaving the ring out, but I was disappointed in the resort's response and lack of concern about the matter and I did not feel safe after the incident
for Everyoneby A verified travelerfrom OH
Exceeded my expectations!Posted Apr 18, 2015
My wife and I stayed here for 5 nights to get away from the kids. Stayed in excellence club jr suite. The service is out of this world! There are numerous quiet pools and also party atmosphere in main pool. Always plenty of chairs on beach and pool. Food was great and very many choices. Never waited long for a drink or dinner. Would highly recommend spa too! Nothing bad to say about our stay....
for Couplesby A verified travelerfrom Denver, Colorado
Posted Apr 17, 2015
Pros: the resturants were excellent.
We reserved a king size bed, but none was available until the next day. We reserved over 7 months in advance and could not unpack until the next day to move into a room that had a king size bed.
for Everyoneby A verified travelerfrom Boston
Awesome as always.Posted Apr 17, 2015
4th stay here and it was lovely as usual. While the consistency with the food has not been there the last 2-3 times, this stay was better than last. Other improvements were more floaties, less crowded, great concierge service (Thanks Gloria!), and a new Sports Bar and coffee shop. This really is my happy place!
for Everyoneby A verified travelerfrom New York, NY
Lack of communicationPosted Apr 16, 2015
Good Hotel with very good amenities and hard working staff. What lacks is communication among the staff. You will have to personally make sure that what you asked for is happening or not. I was very disappointed, since I have some dietary issues and restaurants in the resort weren't informed or prepared for it. That happened, after notifying concierge 3 times (24 hrs, 12 hrs and 1 hr before we went to the restaurant of our choice). Restaurants try their best to accommodate us. But many can't. And we don't pay $1000 per night to be accommodated. I would expect a quality treatment for the price, which I didn't get due to lack of willing to communicate.
for Everyoneby A verified travelerfrom Omaha NE
Very nice resort.Posted Apr 15, 2015
Pros: Pool, beach, swim out room
Cons: A/C was having hard time keeping up but they did everything they could to accommodate us by bringing a fan to help cool the room
Location: Good location. Only a few resorts along this stretch of beach
Great place. Check-in was fast and seamless. We were upgraded to the excellence club without even asking. We were in the pool view swim up room which was very nice. The air conditioning in the room didn't seem to maintain a very even temp so it would get a little warm in the room. I called the front desk and they had maintenance come check it and they said it was working. I requested a fan and they did bring one to the room. I don't think this is uncommon as I have stayed at many resorts in Mexico and because of the heat and humidity in this area it is hard to maintain really cool room temps. The food as a whole was very good. French restaurant was exceptional. Buffet had a wide variety to choose from and was what I would consider a good all inclusive style buffet. Room service was good and always came quickly and was the appropriate temperature. Pool area and beach were both very nice. The staff was very friendly and eager to help in any way. Ever at the pool was out waiter and he was a great guy. He kept us supplied with drinks and would get us food if we asked. We treated him good and tipped him regularly which is optional but only seems fair for the good service. Overall A great place.
for Everyoneby A verified travelerfrom Kansas
Great group tripPosted Apr 15, 2015
Awesome trip with friends! This will be short and sweet. Pros: Excellent wait staff, service was always great, pools and facilities were well maintained and clean. Beach was clean and didn't have the people trying to sell you things we've run into at other resorts. Room was awesome with great amenities and always stocked with beer and liquor. Felt like a VIP the entire trip. Cons: East facing beach means no beach sunsets (if you've looked at a map of Cancun you probably already know this, still a con though). Beach was relatively small. Bed wasn't the most comfortable, hallway was noisy outside of the room. Restaurants don't take reservations and EPM touts this as a benefit, but at least for a group of 6 or 8 like we had this was a BIG problem because it made it very difficult to get seats together. The French restaurant did go out of their way one night to accommodate our entire group of 15 so we appreciated that. Overall a great experience and we would definitely go back. Went to Couples Swept Away for our honeymoon and it was a more intimate setting that we liked for the two of us, but with a group of friends Excellence Playa Mujares lived up to its name!