Platinum Yucatan Princess Hotel

Kamryn Wilson

Stayed at this property from nov 24 till dec 4 staying in the deluxe junior suite with hot tub My stay had several disappointing moments, especially during check-in and interactions with the concierge. The check-in process felt disorganized. Our passports were taken for verification, but when we asked for them back before being escorted to our room, the front desk staff insisted we already had them and spoke to us as if we were lying. Only after we pushed the issue did he check a cabinet under the desk—where our passports had been the whole time. His attitude made the situation feel unnecessarily tense. The concert he assigned to us was not very kind. I did not catch the gentleman’s name that worked alone side her but he was much more pleasant and willing to help. On a positive note, the property itself is beautiful, well kept, and the grounds are maintained exceptionally well. The beachfront was absolutely beautiful and taken care of .The staff member who brought us to our room, I believe his name was Israel, was extremely polite and kind. However, the rooms themselves could use an upgrade as they have lots of wear and tear and offer little to no privacy as it’s all open concept. Also the hot tub on our balcony did not have hot water so it could not be used . Checkout was also underwhelming—the bellmen were rude both when we dropped off our bags and again at departure. I’m not sure why. Food was mediocre, and because you can’t make reservations at the restaurants, there were often long lines. The buffet was the most reliable option, though the selections became repetitive. Room service was listed as 24 hours but the quality was poor, and we were discouraged from ordering later in the evening. Restaurant staff were great—very kind and attentive— the woman who worked as a hostess in the buffet often during breakfast and lunch service was extremely kind and the pool bar staff by the beach were phenomenal (and made great drinks!) if you are looking for a quieter vacation this was the pool to be at . The other large pool on the property was great if you are looking for day time activities. WiFi was frequently slow and kept disconnecting. We also had to request new beach towels and bottles of water daily, as none were left in our room and the front desk did not provide them. We experienced room issues as well. Despite booking two double beds, we were given a king. When I raised this, we were told we couldn’t switch rooms, even later in our 10-day stay. The concierge assigned to us (Fernanda) wasn’t able to offer much assistance and even suggested calling WestJet, which made no sense because how is an airline going to suddenly make a room available? We had stayed at the Grand Riviera Princess last year and had a great experience, which is why we booked the Platinum Yucatán Princess this time, expecting an “upgrade” and access to all three connected properties. At check-in, we were told we would have full access, but when we explored, we ran into construction closures. No one could clearly confirm what was open, and we only learned on day three—from the Nexus representative, who was the most helpful person we spoke to—that only Yucatán and Sunset were accessible. Many advertised amenities were unavailable, and the shuttle was inconsistent, often making walking along the beach the easiest option. I don’t believe the price difference for the platinum side was worth the service provided. Overall, the lack of clear communication, poor support, and frustrating check-in experience took away from what could have been a much better stay, despite the beautiful grounds.

Renee Adams

We just returned yesterday and want to give a true assessment of what you can expect when you book here. Our group (of 11) had a great time! Now it is not a 5 star resort...let's face it...it's an all-inclusive resort. HOWEVER, the food at the buffet was good, the choices were many and the service was attentive. The entertainment staff was EXCEPTIONAL!!!! From making guacamole, decorating hats/t-shirts to their overall attention to all the guest was beyond what you would expect. A big shoutout to Luna and Johnny who made our stay extra special. The shows at night are exceptional. The dancers are amazing and engaging! The pools were clean, the beach without seaweed and the rooms adequate. Here is where I, in my opinion, would suggest some improvement. The rooms need some love, if they spent just a little money to upgrade the resort it would go a long way. The Pool bar staff need to focus a bit more on their guests. I found the service slow and less than friendly. Fernando in the late night bar was great and did his job very well. The mornings were a bit slow going and it was always his fault :). I have already started looking at another vacation and I wouldn't be surprised if we returned! Our overall experience was great.

Klarice Segeren

A wonderful place to stay!! Any review regarding poor service should be disregarded because it’s likely from an entitled vacationer. The service around the entire resort was exceptional! Everyone is polite and happy to help you! We just got back and were a group of 10 and we were always accommodated - which is a challenge (shout out to the buffet hostess for always remembering us!) The resort is a perfect size and the amenities were always available to use. A gem of a location! If you want the big resort, you can still go next door but if you want to meet people and enjoy the offering, this is the place. Don’t sleep on the sports park - so much fun! The club was also a great time. For the age of the resort and the amount of maintenance that goes into it, this team makes everything look spectacular, clean, and ready to use! I cannot say enough good things!

Maressa

The property exceeded my expectations from start to finish! The atmosphere strikes the perfect balance between elegance and relaxation. The buffet offered a wide selection for breakfast, lunch, and dinner. I also had the chance to try the Italian restaurant, which was pretty good as well.Restaurant availability is rotated daily which was my only con. The location is convenient for excursions off the resort but still feels private and peaceful once you return. The beach was the highlight of my stay.There's plenty of shaded seating, attentive service, and a beach bar that serves lunch so you can enjoy a full day by the ocean.Diego is great at remembering your favorite drinks,preference etc. Service throughout the stay was excellent!. The staff was professional, welcoming, and always ready to assist. I received a room upgrade, and the view was absolutely breathtaking. It was exactly the kind of stay I was hoping for. Overall, quiet luxe resort that delivers on every detail. Highly recommended for travelers seeking comfort, quality dining, and a relaxing beachfront experience.

Sarah Addison

We were taken to the wrong room at first and it wasn’t ready, looked like they were maybe renovating it, mattress thrown etc so we had to be moved to a different room away from our group. Not really any beach to enjoy. The hotel itself was nice and the buffet was probably one of the best we have had so far. Good entertainment at the pool and lots to do in the evening. For the price we paid, expected better and more kind of luxury as we have travelled to cheaper resorts that seemed much nicer.