Ratings based on 1,901 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
79% of guests recommend
4.3 Room cleanliness
4.1 Service & staff
4.2 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
by A verified traveler

Nice hotel excellent service

Posted Aug 18, 2016
I stood at this resort for my honeymoon. The service was excellent the room was clean and updated. The food and drinks were also great definitely will go back.
5 out of 5
by A verified traveler

Excellent location

Posted Aug 18, 2016
Great hotel, and staff!!! Excellent location, close to all the attractions!!! But difficult to make reservations to the restaurants!! Only thing I DIDN'T like!!!!
4 out of 5
by A verified traveler

All great except the mattress and pillows

Posted Aug 16, 2016
Great service beautiful people good amenities poor transportation bad pillows and mattress
Comment from Hotel Management
Aug 16, 2016 by Management, Hotel Management
Thank you very much for your feedback!!! We work very hard in order to please our guests. It is important for us to be beyond your expectations!!!
4 out of 5
by A verified traveler

A great resort

Posted Aug 14, 2016
I really enjoyed this resort ! There are a lot of options to eat at, my room was close to the beach and pool area. The employees were all hard working and gave me their undivided attention. The were a few things they could improve on however. The transportation was somewhat hard to catch at times, leaving us to walk around 7 to 8 min to get to the lobby, but that was because our room was far away from a lot of the restaurants! Maybe hire more employees for transportation? The ones that weren't doing transportation were very busy working hard so I wouldn't expect them to be able to handle more work than what they are already given. Also the food at the buffet was not all that great but the restaurant food was really good!! Just make sure to book all your dinner reservations the day you arrive !!! The place was very well maintained and clean! Loved staying here!
Comment from Hotel Management
Aug 14, 2016 by Management, Hotel Management
Thank you very much for your feedback!!! We work very hard in order to please our guests. It is important for us to be beyond your expectations!!!
4 out of 5
by A verified traveler from Citrus Hts, CA

Over all experience is ok.

Posted Aug 12, 2016
Pros: I liked that it's GRAND, and location is good. Nice views, space to do lot's of walking.
Cons: Staff must be improved. Staff seemed to me not professional and little discriminating. Not all speak fare English.
Location: Location is the best as far as beach and water. 15 min drive to down town Playa Del Carmen.
Over all experience is ok. I'd say that family club front desk staff needs to be a little nicer and understanding, not discriminating! Also other staff is also seemed not professional when you get in contact. They all seemed to me tired after all. They need vocation too!
Comment from Hotel Management
Aug 16, 2016 by Management, Hotel Management
We really appreciate your comments; Princess Resorts cares about customer service and quality service. We hope you come back soon to our beautiful hotel.
4 out of 5
by A verified traveler from Dallas, TX

Nice resort. Nice room but bed was hard.

Posted Aug 12, 2016
Pros: It's on the beach & is very clean.
Cons: Service!
Bartenders at pool bars would only serve the Spanish speaking guests. The bartenders in the sports bar were amazing.
Comment from Hotel Management
Aug 12, 2016 by Management, Hotel Management
Thank you very much for your feedback!!! We work very hard in order to please our guests. It is important for us to be beyond your expectations!!!
4 out of 5
by A verified traveler from denver,co

Nice, the beach is about 3 to 4 minutes walk.

Posted Aug 10, 2016
Overall not bad, great for kids big and little. Love the nightly shows. Food very good. Con, check in time, there was one day my room was not cleaned, but they came up the next day. If you can avoid the sales pitch do it. We went on the tour and was pressured into joining the vacation club when I said I need to think about it I was told I just wasted the person that gave me the tour his time and if I didn't want to join I should have gone back to the beach. Of course you left with my kids. Staff is friendly but they need more English speaking staff, but we got thorough it. The kids club is not included with the price but cost 10.00 per day per child. Overall not a bad place I would go again.
Comment from Hotel Management
Aug 13, 2016 by Management, Hotel Management
Thank you very much!!! Princess team works very hard to please you during your vacations, feedbacks are much appreciated and we truly believe in customer opinion. We will be expecting you to come back soon!!!
1 out of 5
by A verified traveler from los angeles

Nice hotel but very bad staff

Posted Aug 9, 2016
Very bad staff specially the entertainment department. The shows I see reservations on the seat and I ask how could I reserve they say there is no reservations it is first come base. And second the most important the Internet, there is no internet at all the only location is in the lobby and it does not work at all. For Bussiness people I don't recommend this resort at all.
Comment from Hotel Management
Aug 11, 2016 by Management, Hotel Management
We would like to change your perspective and be able to care for her best, appreciate your feedback. We are committed to continuous improvement attending each of the cases you mentioned. Management has been notified of these situations, we will arrange follow up their complaints reported.
2 out of 5
by A verified traveler from New York

Large hotel, understaffed..

Posted Aug 8, 2016
First impressions not so great. Upon arrival, the lobby had 3 long lines of people checking in.. We waited about 20 minutes until we were able to get to the check in person at the counter, only to be told that this was the wrong line. It was check out only.. No body was directing, and no large signs. The person showed us a small sign, about 5 inches size, that is not visible until you reach the counter. I then ask for the restroom location, as this was a long day and I needed to use the main lobby restroom. After entering, we opened the stall door, and found NO toilet seat !!! Moved to the next stall, found no toilet paper !! At this point, I am very discouraged with my first 2 interactions with this hotel. We were taken to our room, (which was a platinum suite, top of the line room) where I wanted to shower.. My shower had a used soap bar in it, with multiple human hairs on it, certainly from the previous people's stay.. Shower stall leaking into the toilet bowl area. Maintenance was called and attempted to fix this over 3 days with multiple attempts.. We tried make dinner resevations on the Tuesday we arrived, we were told that there were no reservations available at any restaurant until Thursday. They explained to us that the buffet was our only option.. Mind you, this is all in the first day of checkin.. Service at the bars was under par, because there was not enough of bartenders to handle the large amounts of people.. Drinks were watered down, food was "OK" at best ..
Comment from Hotel Management
Aug 11, 2016 by Management, Hotel Management
These comments are very important because we can improve our service for future families. All Princess departments involved in the service and attention have been notified of their complaints. We offer a sincere apology and thank you for your comments posted.
3 out of 5
by A verified traveler from New york

Beautiful resort but lots of walking!!

Posted Aug 7, 2016
This is a gorgeous resort we had a great time!! There is a lot of walking to and from the lobby and to the beach, we took the shuttle bus everyday but had to wait 10-20 minutes. The buffet was amazing the food was delicious, however the restaurants were not as great ., the steak house was not good, miso was okay, the Mexican place was the best, the fajitas were good. My 8 year old got sick on the last two days the doctor fee is $145 and there pharmacy was not open 24hrs, we could not get the proper medication, the dont have Motrin or ear drops at the hotel, and he got swimmers ear so it was painful. The hospital was an hour away! Otherwise we had a great vacation. The beach was beautiful but not the best I've seen, it was very rocky !!!
Comment from Hotel Management
Aug 11, 2016 by Management, Hotel Management
Thank you very much for your feedback, we offer you one apologize for the incidents you have reported to the management, it is on our intention to repair those issues in order to be a better service provider. We are at your services.