Ratings based on 1,064 Verified Reviews

4.1 out of 5
77% of guests recommend
4.5 Room cleanliness
4.1 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler from New York

Very Disappointed

Posted Sep 8, 2017
Pros: Food at Casona and the snack bar is decent.
Location: The location of the property is far from everything. You will have to take a cab to get anywhere.
This was our third time staying here and while our previous stays were great, this time wasn't. When you check-in, there are so many concierges. They pretend to want to help you with any questions or requests but all they want to do is sell you a discount card if you attend one of their timeshare presentations. We got sucked in the first time and it was an awful experience. 4 hours of them trying to push us into a timeshare we didn't want. When you refuse, they are no longer there to help you. During our stay, one of the main pools was under construction and we were told it would be back in service during our stay. It wasn't. That was extremely disappointing since we have a young son who looked forward to that pool. There was no disclosure of this prior to our stay. The food at Zama and Hiroshi was terrible and there isn't much selection for children. At Zama, you will get eaten alive by mosquitos. The snack bar is where we ate most of the time as the food is decent. The beach is rocky and full of seaweed. Upon checkout, we had an issue with our transportation to the airport. When I asked Ruth, a manager, to look up our reservation (because the printer was broken in the hospitality suite), she basically told me it was our problem and walked away to talk to a family that has just arrived. Overall, not a good experience and a slow decline of what was a great resort. I will not be staying here again or recommending this resort.
Comment from Hotel Management
Sep 13, 2017 by JuanG, Hotel Management
Dear Nicole, Thank you for letting us know your comments about your recent stay with, are deeply sorry to learn this time wasn´t as good as the previous ones. We want to let you know we are working very hard with our concierge team providing a deep training in order to raise the level of service. Unfortunately we had to choose a date to renovate our main pool, our goal is to keep the property in perfect shape so all our guest can enjoy at best in the future years. We firmly believe if you give us a second change you will find the same resort you experience your first two times. Sincerely, Juan Carlos Gonzalez General Manager
3 out of 5
by A verified traveler

Tons of Mosquitoes

Posted Sep 6, 2017
The room cleaning crew was spot on and kept the room nice and clean everyday. Other than that, the food was horrible for 100 plus US dollars a day (all inclusive), crazy amount of mosquitoes conjugated in the elevator and outdoor area, staff trying to sell membership of the resort to us when we were there with 3 hours and presentation and refuse to let us leave until I told them I‘m getting mad and it was taking too much of our time.
Comment from Hotel Management
Sep 13, 2017 by JuanG, Hotel Management
Dear Guest, Thank you for sharing your experience. We are located in mangrove swamp area, usually on rainy days the presence of mosquitoes increases considerably, there is a specialized company who every day sprays the common areas in order to reduce the impact of the presence of mosquitoes. We are sorry to disagree with the perception of the food quality, since we believe our chef´s do a terrific job, and the selection of the proteins regarding quality is very competitive in reference with the best resorts in cancun; however this motivate us to keep growing on the culinary concepts we are offering. Your comments are very valuable for us and is our main goal to provide extraordinary experiences, accept our apologies if this time was not the case. Sincerely Juan Carlos Gonzalez General Manager
1 out of 5
by A verified traveler from New York

Not good hotel for family with Kids

Posted Sep 2, 2017
Not the right place for kids vacation. Restaurants are small size , you end up by waiting list , or you take any thing from the snack bar. They close the big pool , saying that there is construction repair needs to be done , so why they don't do this in Winter so they don't spoil the kids time. Kids Club is poor , small , kids get bored and not enough activities to do. Because of the Pool construction , the paint smell was going inside the kids room , so they cannot even play inside , end up by a table outside , and the kids sitting doing face painting. So over all , it is not the right place to have your vacation, not to mention that it is not expensive , if you want , go to Hard Rock Hotel , or the moon palace,similar price , and much better facilities , specially for the kids.
Comment from Hotel Management
Sep 4, 2017 by JuanG, Hotel Management
Dear Albert, We are very disappointed to learn we have created such perception, on behalf of Villa del Palmar Cancun we want to offer you an apologize. One of the goals of the company is provide top-level facilities regarding the physical appearance of the property. We selected this season to renovate one of the 4 pools available on the resort since is the lowest season of the year. Regarding the restaurants we will review what could happened since in this season our guests do not experience waiting lists. Our resort is commonly selected for big families including kids, our measurements tell us we usually do a good job on our entertainment programs, but we will continue working on them in order to improve our services. Sincerely, Juan Carlos Gonzalez General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from Tennessee

Relaxing stay at very nice resort!

Posted Sep 1, 2017
We had a great time at this beautiful resort! We upgraded to the one bedroom ocean view suite and it was well worth it! The food was really good too with an amazing breakfast buffet! There is also a small grocery store onsite which was so convenient! It has a Starbucks and a small ice cream parlor. The beach is small but we stayed at the pools most of the time. I would definitely recommend this resort. It is not a party scene and is more low key which is what we wanted.
Comment from Hotel Management
Sep 2, 2017 by JuanG, Hotel Management
Dear Angie, Your kinds words are more than appreciated it, our staff will be delighted to read your review. Every day our staff do their best to provide a unique experience to our guests and maintain the property in excellent conditions, is wonderful to know their efforts have their rewards. Thank you for staying at Villa del Palmar Cancun, we will be waiting for you in the near future. Sincerely, Juan Carlos Gonzalez General Manager
3 out of 5
by A verified traveler from chicago

Posted Aug 31, 2017
It is not kid friendly.. Too far away from the Parks The food is not so much so good. Overall i didn't like that Expedia chose for me and left out the the Inclusive part which I didn't know it wasn't inclusive. There's not many good option Beautiful Resort but they have to accommodate food.
Comment from Hotel Management
Sep 2, 2017 by JuanG, Hotel Management
Dear Rebecca, We are sorry to learn that there was a confusion about your reservation inclusions, we always work hand in hand with our partners, we will research what could happened in order to prevent this happen again. Our guests typically give us a good rate on food quality, but we will continue working on providing the best quality posible since our goal is that every guest enjoy our food quality and selection. There is a kids club on the resort that provide every day a dedicated program for kids from 4 to 12 years old, we are working on the implementation of activities than can cover ages from 12 to 18, since we recognize we can do better on the activities we provide on this range of ages. Sincerely, Juan Carlos Gonzalez General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from California

Nice hotel and great hotel staff

Posted Aug 29, 2017
Had a wonderful experience with both hotel facilities and staff. Staff was very accommodating to questions and last minute request. Overall had a wonderful stay.
Comment from Hotel Management
Aug 31, 2017 by JuanG, Hotel Management
Dear Elena, On behalf of Villa del Palmar team, we want to thank you for your kind comments, the staff will be happy to learn about your comments. We hope to see you next year! Sincerely, Juan Carlos Gonzalez General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from houston

Nice hotel and wonderful installations

Posted Aug 27, 2017
excellente hotel, beautiful beaches, good amenities
Comment from Hotel Management
Aug 31, 2017 by JuanG, Hotel Management
Dear Henry, Is awesome to read your comments, we appreciate the time you spend on recommending us. It will be grate if we have the opportunity to serve you again. Sincerely Juan Carlos Gonzalez General Manager
1 out of 5
by A verified traveler from georgia

Would not recommend Hotel

Posted Aug 24, 2017
First of all Rome accommodation for one king-size player was not available even when it was request from February and did not arrive to hotel until August construction work was being done was not aware and staff was not very friendly I would never recommend this hotel or return to this location ever again.
Comment from Hotel Management
Aug 30, 2017 by JuanG, Hotel Management
Dear Jerry, We would like to thank you for giving us the opportunity to serve you. My team and I would like to offer you an apology s for not being able to create a great experience this time. Is important to clarify that bed type preferences are subject to availability at arrival point, we will work on our communication so the information is clear when processing the reservation. We hope we can have the opportunity to have you here in the near future and be able to change this experience. Sincerely, Juan Carlos Gonzalez General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Wonderful stay

Posted Aug 23, 2017
We had a wonderful experience at villa del palmar. Specially working with the concierge, Gloria. She was great and made sure all our needs were met.
Comment from Hotel Management
Aug 31, 2017 by JuanG, Hotel Management
Dear Guest, Gloria will be exited to know about your comments, we will recognize and encourage her to keep this performance with our guests. Our team will be delighted to have you again in Villa del Palmar Cancun in the near future. Sincerely, Juan Carlos Gonzalez General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 21, 2017
Pros: Some one recomend me this hotel
Cons: the beach was not so clean
Location: litter far
It was and Extraordinary experience, we love the hotel the buffet the service
Comment from Hotel Management
Aug 31, 2017 by JuanG, Hotel Management
Dear Guest, On behalf of Villa del Palmar Cancun Staff, we want to thank you for choosing Villa del Palmar Cancun for spend your precious time, we are amaze to learn our team accomplish what we promote, an extraordinary experience. Sincerely, Juan Carlos Gonzalez Gerente General