TripAdvisor Traveler Rating

Resort is nice, I stayed in Platinum as it is on beach. Food good in all restaurants but service is not good. Shuttle drivers were all very friendly and helpful. Bell and front desk seemed like they didn’t care about service or being helpful. I visit Cancun 3 or 4 times per year and food at most all inclusive is good, the Princess restaurant staff are not attentive and lack the helpfulness of properties like Planet Hollywood or the Marriott properties. I’m an Ambassador elite with Marriott and always stay at the Bonvoy brands, I decided to try the Princess as I had stayed there about 15 years ago and enjoyed it. Room was good, plunge pool also a nice feature. Can say room and hotel were great. The service is where I see such a difference, Marriott properties are very attentive and at Princess I expected the same as Platinum is the best they offer. No help with bags or sending to the room, shuttle drops you at Platinum and you lug your own. I always tip very well, my housekeeper did a great job and was like a Marriott. Hotel meets standard but staff needs improvement.

Staff - absolutely fantastic! I will say, we were not impressed with the staff who checked us in because he was suggesting we didn’t purchase platinum bracelets last year (as we told him we had) when we were there. He also did not seem to try too hard to help us have rooms close together. After returning to the desk moments later I found another staff and he and the manager went out of their way to find a way to solve my problem. Overall staff was fantastic! Random check-ins, friendly interactions and going above and beyond every day. We had one issue while there and they did everything they could to help plus checked in with us the next day. Rooms - very nice, clean and nicely redesigned. Maxi prepared our rooms daily and never have we ever had our rooms done up so nicely. She made us cute towel animals and fish daily and topped it off with pretty flowers. It was not as fancy when Maxi had days off but still neat and clean. We had two swim ups and love love the convenience of that! Floors are very slippery when wet so we make a towel trail. Food - sooooooo much selection. Delicious. Not sure how people could complain about food here or what they expect. The snack bar was a nice touch too. Difficult to get into the à la carte restaurants. We tried the steak house and the Mexican à la carte. Both were nice, not super delicious but a nice experience with amazing service. We had room service once and it was hot, fresh and delicious. Excursions - this year we did the one where you could go in the cave, swim, jump and zip line in the cinote. It was beautiful but was expecting a short day. We felt the guide was nice but very scattered. Our review they asked us to do reflected our thoughts and it was quickly responded to apologizing to us for not loving the day. We just felt like there was a lot of waiting and. Lot of riding in a vehicle where we were stuffed in the back of the van. Beach - not great, definitely not the hotels fault but I prefer beaches in Cuba and Dominican. A lot of grass and rough water while we were there. Only went to the beach once.

?? I had a bit of a mixed experience at this resort. On the plus side, the cleanliness and food were top-notch ????! However, the service was a letdown due to a lack of staff at the pool and check-in desk ??. The staff seemed overwhelmed and could have used some extra support. I've been to other resorts where the staff were more proactive and helpful ??. The resort's large size and lack of signage made it hard to navigate ???, and I wouldn't recommend it for those with mobility issues ??. And to top it all off, there weren't enough carts available to transport guests to the restaurant ??.

Maria at the pool bar is amazing. Take care of her and she will take care of you. She remembered my name and helped me every day and gave great advice on things to do!

Our shuttle driver Bernie is so amazing. Kind, genuine and full of joy! If you get to meet Bernie you will absolutely love him! Thanks Bernie for some great rides up and down the resort! Can’t wait to come back!