Platinum Yucatan Princess All Suites & Spa Resort

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 7195 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    wonderful holidays

    Reviewed by edziap123() on Feb 23, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    it was my best vacation, everything great, room, food, conditions, pool, beach, service, service, people, great people working there: Ivet, Angie, Edith, Felix and Edgar, great friends and great staff. I love them and I miss them

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Rooms

    Rooms-5

    Service

    Service-5

    Good Hotel but Some Things to Know Before You Book

    Reviewed by Darrell0819(Conway, Arkansas) on Feb 20, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    First, let me say: COME TO MEXICO if you can! The resorts are open and not crowded at all. We need to support these wonderful facilities and the great people that depend on them for a living. After staying at the Platinum Princess Yucatan a few years ago, we decided to come back. As usual, the staff was very friendly, especially Javida on the beach (she should be promoted!) I wish the hotel would be more forthcoming on their website about the available services at the resort. (I guess this is why we need Trip Advisor.) After being stuck by the party pool in the Deluxe section last year, I decided to splurge to get the Platinum package. This secures a spot closer to the beach and next to the quiet Platinum only pool. The problem is that due to the limited occupancy, it seemed that all guests are staying in the Platinum section. This means that we saw no benefits to upgrading to the Platinum package. This is nice if you paid for a Deluxe room, but if you pay for Platinum, you may feel like a sucker. (I have communicated this to the hotel reservation team and requested a refund to the deluxe rate. I will update my report based on what I hear back.) This is especially true if you were paying extra for peace and quiet to escape the noisy party pool in the Deluxe area. Unfortunately, since the party pool is closed, the once peaceful Platinum pool is now the party pool. So, the peaceful benefits of Platinum are no longer available. If you value peace, you’d be better off to try to get a Deluxe room next to the closed down party pool. The other challenge is that due to the low number of people at the resort, only three of the restaurants (Aroma, Tao, and Bruschetta) are open. One of them is open each night. The buffet has been changed to an a-la-carte menu. As someone that doesn’t like buffets I thought this was good. Once again, the service was excellent. The food was also great, especially since there are so few people. However, I wish the hotel had set expectations of the restaurant closures—especially our favorite Rodeo restaurant. Understandably with the COVID impacts, the hotel has suffered from a lack of maintenance. Cracking paint and dirt-stained walls are evident through this beautiful facility. Fortunately, on the last day I saw work being done to fix peeling paint and concrete. Hopefully they will restore this property to its rightful beauty. Part of the maintenance issues were evident in our room. Late in the week when we finally went to use the hot tub we’d paid extra for, the hot tub was broken. While you are at the resort, take a very short walk from the lobby to the beautiful pool area of the Grand Princess. They have a huge pool area with thatched huts and great service. While the beach in front of the Princess Platinum is rocky, the beach by the Grand Princess is awesome. Regarding COVID, the staff was very conscious of germs. Everyone wore masks. For the guests, there were no issues social distancing as so few people were at the resort. I only wore a mask when I was entering or exiting a restaurant or lobby area. The rest of the time, live was outdoors and felt normal—a huge gift right now. As I said at the beginning, COME TO MEXICO. It is a great time! Will we come back here? Not sure. This trip may be the final nudge I need to pay a little extra and book with Excellence resorts going forward.

    Hotel Platinum Yucatán Princess is a scam. My worst experience i have ever had. DO NOT GO THERE!!

    Reviewed by CruiserGG1987(Brooklyn, New York) on Feb 15, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Few important points: - Dirty Rooms - no service (premium price paying) - False Advertisment - Dirty beach - Money Scam Me and my wife booked a hotel based on great reviews and pictures for our 7 days vacation. Everything looked good and perfect on pictures, even thou the price per night was little bit high considering the fact that hotels only started to open up after covid closure. This was our fourth time in Mexico (as we stayed before in Cancun, Playa De Carmen and Tulum). We decided to try something new and chose this hotel located in Yucatán. When we arrived there, our troubles started. We have been told that out of 5 or 7 restaurants, only two were open. One of which was a breakfast and lunch buffet and other dinner. When you book an all inclusive hotel and pay premium and hotel advertised that all restaurants are supposed to be open, that’s not what you expect to hear, especially when you are there. But then it’s fine, we thought about that and kind of accepted. They upgraded us with a better room. But, it was unpleasant upgrade/surprise. As once we got into the room, we noticed that the room wasn’t really cleaned, there were spiders and bugs in the bathroom. The bed sheets as well as pillow cover had stains (gross). They are lucky that we didn’t take any pictures as we are not high demand folks, we can live with things. That’s why we called reception desk and asked to change the sheets and if possible to do some light cleaning while we go the beach. And, what we were thinking, that beach is definitely no all inclusive, not even close. Thanks god, we have stayed at much better hotels for less price even and not even close to compare. Where to start, first.. really small, dirty and not been cleaned. You can find garbage laying on the sand, food leftovers and even cigarets. I mean common on, you guys charge $300 per night after covid and this is what you get. But then the worst is water, have some proper shoes in order to get in a it has rocks and stones all over the place. Again, can’t complaint about that as this is might be nature of Yukatan. But nobody mentioned that. So just be ready. So, we didn’t stay for too long on that beach and probably within an hour went back to our hotel room. Of course it was not cleaned and we called again and been reassured that it will be done soon. I mean the hotel is occupied less than 30%, you have no time to change dirty sheets. Whatever. We went for a dinner, another unpleasant surprise. But don’y want to get into it. I would just say, there are so many much better hotels that you will have better selection of food. Just trust me, you don’t want to go to that hotel. As what they advertise on their website and pictures is not what you get. As no surprise, we left after one night, booked a different hotel (which was amazing as all inclusive). But, the worst part of all this. Based on hotel policy, if you checked out after one night stay, you should be refunded the rest of the stay (6 nights in our case). It has been almost two months of me waiting for that refund, i even opened a claim case with my bank and the hotel lied to the bank as a result i have been charged a full amount. Plus you will not get any proper customer service or any apologies. I understand this is just one review, but trust me Mexico can offer so much better service than this criminals!!!!

    Individual ratings:

    Rooms

    Rooms-1

    Service

    Service-1

    Met and exceeded expectations!

    Reviewed by Angigirl456() on Feb 14, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Let me begin by saying that the entire staff was superb! All employees wore masks, were friendly, helpful and attentive! The food was all delicious. The room was beautiful and well kept by housekeeping every day. If I had to find a complaint it would be that the wi-fi was not too impressive but we weren't there for that so it wasn't important to us! Some helpful info: Men take at least one pair of pants!! You are required to wear pants and a shirt with sleeves in the al a carte restaurants. Other than that, the attire is comfy and resort casual. Due to covid the shops and a lot of restaurants are closed at the 3 adjoining Princess resorts but its just a short taxi ride to town if you forget something. One staff member even offered to go get nylons for me because I forgot mine and the shop at the resort didn't have any! I can't tell you how much we enjoyed everything about this resort! The reduced occupancy made it for easy social distancing and the staff held the same energy they would have if there was 1000 guests there! We will definitely be back!

    Individual ratings:

    Cleanliness

    Cleanliness-1

    Location

    Location-1

    Service

    Service-1

    Average at best

    Reviewed by L9187SPjoanneh() on Feb 07, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Not sure why this is a 5 star hotel or where these top comments came from. Will start with the good bits - nice beach, big and well equipped gym, and good service / staff. The bad bits - food is not good!!!! Breakfast lunch and dinner ! We both had stomach upsets . Bed is uncomfortable, our stay was very noisy due to a Batchelorette party. Rooms were tatty and in need of refurbishment. Our air con super noisy. It’s a shame as has all the hallmarks of potential good adults only hotel.. just needs to do better.