Platinum Yucatan Princess All Suites & Spa Resort reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 4.0
  • Rooms 4.5
  • Service 4.5
  • Value 4.0

7759 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Great vacation spot!

Valerie R on Oct 01, 2023

My husband and I came here for our honeymoon and everything was amazing! We checked in with Juan at the lobby and he helped us get everything sorted out. Super nice. We had a swim out room by the main pool and it was great. When we come back in the future, I would honestly love to have that room again! We got to try most of the restaurants on the resort and we were very happy with the wonderful service and delicious food. I also got a nice relaxing massage, however I regret not using the hot tub area since I forgot my swim suit. They said I could have came back to use it, but I was having a lot of fun by the pool. I have to highlight Almendra, Melanie, Rhamses, Richi, and Emmanuel. They are genuinely good people and I wish they could come to Chicago with us lol. They put on the best shows and entertainment! I think I did Zumba almost everyday and we even got a funny but helpful Spanish lesson from Rhamses and Emmanuel. At night, we really enjoyed the casino night and burlesque show. Overall, we truly enjoyed our stay. We did not encounter any rude employees so I’m shocked to see that in other reviews. The ONLY reason I wanted to leave was because I missed my cat back at home lol. We can’t wait to come back and we hope all the same staff is still there!

TripAdvisor users rated this property 4 out of 5

Not as good as it used to be

JocelyneL45 (Ottawa, Canada) on Sep 23, 2023

We have been going to this hotel for 5 weeks of 7 nights and 19 times for 1 night. We saw this hotel when it was brand new, and now we see that it is falling apart. PROS When we came in April 2023, some lounge chairs around the pool were changed. You can go for dinner at The Grand Riviera/Sunset Princess, just go see the concierge to reserve 2 days in advance. Smoking areas have been set up. I want to mention NAOMY, she was very helpful to us and she always had a beautiful smile. CONS There are 2 elevators, but one has been broken for at least 2 years. The one left was not working for 3 days out of 6. Internet: that is a joke. Again it works very very slowly or not. Building 5 is in need of being seriously repaired. The doors of the rooms are falling apart. FRIDGE: The little fridge in the room is OK, but one day we wanted to take a beer and both of them had disappeared. So I went down to the lobby bar to get 2 beers and report it to the concierge. BUFFET: food is very varied but the food that needs to be hot, it is not kept hot. BEACH TOWEL: the system to change the towels does not work - you have to put it in the bathtub, so that means you do not have one to go to the pool or beach until your room is cleaned. STAFF: there is a lack of staff and the ones that are there are not responsible for anything and some of them are not very helpful. A funny situation at La Fleur, as they were not able to pronounce my last name, they kept on passing other people in front of us, up until I told them that we had arrived before 2 couples, so he called us by our room number.

TripAdvisor users rated this property 1 out of 5

Bad ?? customer service

Etobicoke R on Sep 21, 2023

My wife and I Went there with 6 other people 4 couples in total. And the food wasn't as it used to be. They cut down on food and also on premium drinks. We had to pay for a taxi from the airport because it wasn't included like it used to be. And the stuff at the concierge was very rude. Specially the females. The Manager Hector was the only one nice to people. The place was empty. I have been loyal to this hotel. It's time to move on to a different branch

TripAdvisor users rated this property 5 out of 5

Terrific resort!

Heather B on Sep 21, 2023

Fantastic stay! Sally at Sell Off Vacations was great to book and managed to us exactly what we wanted - even with the most incompetent Sunwing person try to ruin it. The resort was wonderful. Special shout out to Bryan on the main buffet and Alex at the pool guy. They went above and beyond. But honestly they all do there. Couldn’t ask for anything more. Can’t wait to go back!

TripAdvisor users rated this property 5 out of 5

Loved it! Must go

Farhad H on Sep 12, 2023

I had an amazing experience at this hotel. The food was good, especially their restaurants. The drinks were phenomenal! But most importantly, the service was impeccable. Everyone at the resort was so nice and considerate. I loved the overall ambiance of the hotel. I would return in a heartbeat.

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