Platinum Yucatan Princess All Suites & Spa Resort reviews
7876 TripAdvisor reviews
STAY AWAY!!!!!!!!!!!!!!!!!!!!!!!!
Maps14462637832 on Mar 23, 2024
March 23, 2024 I am sending this formal complaint to every supporter of the Platinum Yucatan Princess, adults only resort. From March 9th to 16th my family of 7 stayed at this resort in 4 different rooms. This was the most expensive vacation we have paid to date. My siblings and I (who live all over Canada) were excited to join my older parents for this Caribbean vacation. What started as a beautiful holiday was quickly overshadowed by an unacceptable occurrence the second day of our vacation. This resort was chosen for all of us to enjoy the good food, refreshments, spacious bedrooms and of course the Caribbean Ocean. On our first day the entire family went to the beach, where my father wanted to be a part of this family occasion. To note, he is 78 years of age and has limited mobility issues due to complications from a previous hip surgery, he uses a cane for walking. A beach lounger is far too low for him so I took one chair from the outside seating area on the resort. The chair was place on the beach, under some shade for my father while the rest of us were on beach loungers. This chair did not move. It stayed with him all day. The next day we got up early to again enjoy our day at the beach as an entire family. Unfortunately, the lifeguard brought a person from the concierge to inform me it could not stay at the beach. I proceeded to tell them how I got it for my disabled father and we used it the day before. They refused the chair to stay at the beach. Every comment I made about him being disabled, uses a cane etc was again denied. I did not swear however, raised my voice in disbelief that the chair could not be used and demanded to speak to the manager. I followed these two-resort staff to the lobby where I met the manager. He informed me that I needed to read their resort policy about disability services at this resort. I later went on-line to see that the hotel wants you to contact them if you have reduced mobility, they never did reply to my concerns. I continued to inform the manager that in all my 15 years of travelling during March Break to resorts in Mexico, I NEVER had any issues with elderly family members needing accommodations. At other resorts he was actually well accommodated. He was respected as an elder. Sadly, I cannot say this about this resort. I again tried to explain my father’s situation to which I was told to fill out a form so they could support him. I then asked what support he would receive once the form was completed and was told he would have balcony access! I then stated how we live in Canada, cold weather, wanted the Caribbean OCEAN, not a balcony or area by the pool. He then stated it was a federal policy, there could be NO chairs on the beach. In disgust I left him yelling to all who could hear that a disabled person at this resort could not have any beach access. Many elderly actually gave me a nod and appeared to feel my frustration. To note, there is no ramp access from the deck onto the beach. There appears to be a great lack of any support to ACCOMODATE ANYONE with limitations or disabilities. After I explained this to my family, my brother and his fiancé went back to the concierge and paid one of them $100 US dollars to go to Walmart to buy a plastic chair, which was used for the rest of our stay (on the beach) so we could all be together at the OCEAN!!!! This is ABSOLUTELY UNACCEPTABLE, that NO provisions are made for elderly, disabled people. WE WILL NEVER STAY AT THIS RESORT AGAIN AND STRONGLY ENCOURAGE EVERY POTENTIAL CLIENT WHO THINKS OF BOOKING AT THIS REPORT BE INFORMED ABOUT THE LACK OF SERVICES FOR DISABLED PEOPLE SO THEY DO NOT HAVE TO SUFFER LIKE MY FATHER DID. I AM APPALLED THAT THIS HOTEL DID NOTHING TO ACCOMMODATE A DISABLED SENIOR AND THAT WE HAD TO PAY FOR A CHEAP PLASTIC CHAIR FOR HIM TO USE WHILE STAYING AT THIS RESORT. Furthermore, he could not access any shuttle carts as the staff stated they were to be used for transporting luggage, only, that their boss would not allow any transportation. Thankfully, we found a very helpful bellhop who on my dad’s last two days, offered to shuttle him from his room back and forth to the restaurants. My father, as a Canadian senior, should have been showed some respect, and accommodated for his limitations. We have travelled to the Caribbean for 15 March Breaks and have NEVER had this much difficulty, EVER!!! I can be reached at any time to answer any of your questions
Poor customer care and disregard for seniors
guzzy66 (Calgary, Canada) on Mar 23, 2024
I am writing to share my disappointment with my recent travel to Mexico's yukatan peninsula princess resort March 08-15 2024. Reality grounds itself was clean and the food was great. As a single occupant I paid a substantial amount for the trip. I booked on line in December 2023, for a king bed high floor deluxe jr suite. On arrival the receptionist shared that there were no king suites available at that time as the booking was based on availability. I commented that I booked and PAID for a king suite in December 2023 to which should secure that room on my arrival. I was given a room with 2 double beds on the second floor of building 3. The reception stated I need to consult with the travel booking company and and not the resort itself. I was then told I would need to stay packed and come down to the reception lobby in the next morning to see what they have available to assign me a king suite. I made the decision to sleep in the double bed room I had not booked and on the second day the resort found me a king bed in a different building facing the back of the resort. I shared I was not going to move all my items to another building that faces the back of the resort with no view. I proceeded to stay in the room With 2 double beds. I work very hard in my career to save and afford a kind bed I do not want a double bed-- I'm not 15 yrs old!! If I book and pay for a king bed suite I expect to have one secured on arrival nor runaround for another room the next day. My vacation time is limited so I don't want to be moving room to room . I want to get unpacked and enjoy the resort . The fact I paid well in advance should have secured a king bed for me. I am too old to sleep in a double bed. I will reconsider booking with red tag in the future and will never stay at yukatan again. Furthermore and to make matters worse, My disabled father at 79 who came on the trip was denied a chair on the ocean to sit in and denied shuttle support from his building to the lobby. We had to purchase a plastic chair from Walmart for 100$ us !! Concierge was rude unprofessional and unaccommodating . Terrible management! Disgusting and unacceptable on the resorts responsibility. Shame on yukatan. I will NOT be recommending this resort to anyone! Ocean Maya Royale was lightyears better! Marnie
Really not a 5 star ??
Mathieu R on Mar 22, 2024
Not a five star hotel -not good service in bars -no special service in restaurants -the beach is really awful and they should partner with the other ressort that is a princess one at the right of this one for the platinum spot with the nice chair etc… on the beach… we were kick out… The beach is 1/5 for the vegetation that’s it… really dangerous to swim. -bad room service no communication. -no good cleaning service… room not well done -ask to pay for the mini bar in the room -
Avoid at all costs
sjgc (Ottawa, Canada) on Mar 20, 2024
Currently on day #4/10, it has been a nightmare. Avoid if you can. Upon arrival they booked us with 2 single bed confidently telling me that I requested it.. food is not that good, if you know good food and last night my entire room flooded. Fell in one of the restaurant and I was told point blank that I drank too much. My wife and I shared a bottle ! Speaking about drinking the included wine’s is a fermented grape juice @ 11% alcohol and the good wine starts around USD $80 which is a real ripoff About the flood in my room look at my pictures showing excrement coming out of the shower drain
So wonderful.
vivalavidalisa (Ontario, Canada) on Mar 19, 2024
The service here is exceptional!! From Diego at bell who remembered our names and birthday to the staff who took drink orders pool and beach side and at each corner of the resort to the beautifully clean property. It is a big resort and the adults only is a slice of this entire property. There really is something for everyone. And a great value. Honestly, we have been to a lot of places (ie: sandals, excellence etc) whose only higher score would be food, the food here was good and the pool side lunch stand was fantastic. The entertainment was so well rounded at pool side and in the evenings. There was something for everyone. Give this place a try. You might come for Mexico and the price but the service here is some of the absolute best that we have ever had!!!! Thank you all staff at Yucatan Princess Adults only. We had an amazing few days.