Platinum Yucatan Princess Hotel

Elissa Tourangeau

I hope this message finds you well. I wanted to share some concerns regarding our current stay at the Platinum Hotel. Firstly, we’ve noticed that the cleanliness of the hotel does not meet the expectations of a 5-star establishment. There is a significant amount of garbage and leftover food scattered in the hallways. While we understand that the hotel is surrounded by wild life, better management and maintenance would go a long way in improving the guest experience. More importantly, we were informed at check-in that no reservations were required for the à la carte restaurants. However, on our very first evening, we were told there was no availability due to full waiting lists. Out of the four restaurants, only two were open — and both were at capacity. This left us with no option but the buffet, where we had to wait over 30 minutes just to be seated. Given that this hotel is marketed as a 5-star resort — a rating that was also confirmed by Air Canada at the time of booking — this situation is unacceptable. While we recognize that there may be staffing challenges, continuing to accept new bookings under these conditions is highly disappointing and misleading to guests. We hope to see improvements during the remainder of our stay and look forward to your response.

Shay C

Horrible experience with some of the staff here. This resort is more like a 3 star or less which is why the rooms are heavily discounted. I had no hot water in the shower. My friend’s initial room was disgusting and seemed to have water damage. Also, don’t bother thinking the Platinum rooms are anything special. They never told us what was included or gave half/conflicting information when asked. My room was missing most of the perks advertised. The 24 hour room service seems to dissuade you from even using it. Most of the restaurants were not available besides the buffet and horrible steakhouse!! Also, I was sexually harassed my first day by a staff member which left me feeling uneasy. There is zero professionalism with 90% of the staff here. The smell throughout the resort was similar to raw sewage and the beach unusable. Lastly, there was not one good meal besides breakfast. Nothing served was authentic, not even guacamole which is insane. Worse food I ever had on a resort. I found the concierge and managers to be scamming liars. Those rodents running around 24/7 also put a dent in the trip. Stay elsewhere or better yet just stay in Cancun or another part of the country.

Cecilia Silva

Within 24 hours of check-in, we encountered several major issues that made our stay stressful and disappointing. First, we found a sharp golf tee embedded in the bed—an alarming safety hazard that raised serious concerns about housekeeping. Combined with a staff member saying our room “wasn’t the nicest” and a non-working safe, we felt anxious about what else might be overlooked. The bathroom lights flickered constantly, causing headaches, and were never repaired despite repeated requests. Our “free upgrade” included a balcony jacuzzi that leaked heavily; maintenance could only provide a temporary fix. The room safe was eventually repaired after we called maintenance, but by then our sense of security was already impacted. Finally, many restaurants, the sports club, and other amenities were closed due to maintenance, private events, or unadvertised schedules—making the “all-inclusive” experience feel misleading. When we raised our concerns, concierge insisted issues were resolved and offered an hour in the sauna. While appreciated, this didn’t make up for the multiple unresolved safety, health, and service problems we experienced.

Kim berland

For my first time traveling out of my Country and to an all inclusive resort, I couldn't have asked for a better first time experience! Once entering the resort it was nothing short of paradise! I've read many reviews before coming and none made me shy away from coming! Yes theres sea grass on the beach (they cleaned it daily) swam in the beautiful ocean anyways and it was so warm and beautiful! Our room was clean and gorgeous from the third floor. The cleaning staff were phenomenal and respected our wishes when leaving on the door if we wanted our room cleaned somedays or not. Never phoned us on days we didn't want our room cleaned, stocked the fridge right up and changed our sheets, replaced towels and cleaned on days we did want their services. Only tried two of the restaurants, the bruschetta and rodeo grill. Rodeo grill was the favourite but honestly ate at the buffet daily because we love ample choices! Also the wings at the beach restaurant were AMAZING! Espresso martinis were amazing! We went on two excursions set up through the hotel, The Tulum, cenote, food, and turtle snorkeling, and we did the animal Sanctuary. Both were interesting, loved the food in Tulum as it was authentic Mexican. I also did the spa treatment, it was the second day! I recommend doing massages early in case you get sunburnt! Our second last day we ventured to playa del carmen, a very interesting place, I recommend going with a local! Big shout out to all the workers there, whether cooks, pool cleaners, activity workers, house keepers and spa workers! An especially big thank you to Cynthia at the front desk, she assisted us multiple times with money exchanging and checking a friend into the resort! Another big thank you to Rafael at the front desk who also helped us with plenty of requests and money exchanges, he made our experience upon entering so stress free! Our BIGGEST THANK YOU and shout out is to the Bellhop Enrique!! Honestly the most down to earth guy and really looking out for us to have the best time possible! He took very good care of us and our guest and made sure we had anything we needed upon request! He is an outstanding host and Bellhop and I'm sad we didn't get the chance to say bye to him before we left! Thank you to all staff for our wonderful experience. The exotic animals, the views, the plants were so awesome to see!

Christine Qillasiq Lussier

This was my first all-inclusive and I am glad that I selected this place. Room service for cleaning and food included. My friends and I took the adults-only resort, although there is a sister resort that is family-friendly a few steps away, which I would assume is a perfect in-between for larger groups with different lifestyles. We stayed for four days. Amazing rooms. The star I left out is because I anticipated spending a lot of time at the beach (it is steps away from the resort) but there was too much algae to enjoy the water and the beach, so we spent all of our time at the pool, which is fine too. Just adjust your expectations in this regard. Some people swam on the family-friendly side, but we did not. The beach is fine to see the sunrise however. Nice entertainment and variety of foods. Not a lot of opportunities to eat local dishes unless you take a tour outside of the resort. I highly recommend the tour that brings you to a Mayan village, the Chichén Itza (one of the 7 World Wonders), swimming in a cenote, and a colonial-style colourful city. It was the highlight of my experience. The team members were very kind and friendly. We used the spa and had massages, it was a lovely experience all in all. I highly recommend!