TripAdvisor Traveler Rating

I had a very negative experience during my stay on June 1st 2026 at the Riviera Maya Princess. A gold chain worth in aprox $1,200 and $60 USD in cash that I had stored inside my room, specifically in my travel bag, were stolen after my room had been serviced/cleaned. These items disappeared from what should be a secure and private space. I immediately reported the incident. An internal investigation was conducted, but the conclusion was simply that nothing was found, with no resolution, accountability, or clear explanation provided. Even after speaking with management, I was advised to contact the Mexican police on my own, with no further support from the hotel. This experience left me feeling frustrated, unprotected, and without any real assistance. I understand that unexpected situations can happen, but there was a clear lack of responsibility and proper handling of a serious issue involving guest belongings. I am writing this as a warning to future guests: be extremely cautious with valuables during your stay, as the handling of security concerns was, in my experience, highly unsatisfactory. I did not feel safe for the rest of my stay, and I cannot recommend this property based on my experience.

We had a lovely stay in Platinum Yucatan! The resort was huge since you can access the sister resorts as well. The food was great, the pools were everywhere and it was not crowded at all. Overall, my friends and I had a great time, but the staff made our time even more incredible! All the servers in the resort were awesome and friendly! However, Benedicto and Bryan went above and beyond to make sure we were having a great time during our meals. Even though we weren’t seated in Bryan’s section, he still greeted us with the warmest smile and acknowledged our presence. This small thing made our breakfast/lunch even better. We also had the pleasure of getting Benedicto as our server for two nights in a row. He was so attentive and accommodating. He made sure we were satisfied with our meals and was extremely nice to our group. If you ever stay in this resort and come across Bryan and Benedicto, then you will have the best meal and time during your stay! While staying in the resort for a week, we made friends with our bartender, Jacinto. He made sure we were having the best time of our lives while serving us good drinks! We loved his personality, and he was truly a gem during our stay. Lastly, we wanted to give a big shout-out to our hotel attendants (bellboys), Misael, Amaury and Javier. Everyone at the front was friendly and welcoming, but they really made an impact during our stay. Misael and Javier drove us to the other resorts and spots with the friendliest aura, and of course shared plenty of funny stories along the way. They also made our stay even better by offering short rides to our room building and ensuring we had a ride on the way back from the sports park. Amaury made sure we were well taken care of and even set up our luggage pick up and wake-up call since he found out we were leaving early in the morning. We really enjoyed their company and appreciated their kindness and positive energy. All staff, especially the ones mentioned above, truly helped make our stay even more memorable! The hospitality in this resort was definitely top-notch!

Hotel itself could use a small update but good value. Food was just a little more than average. Service/Staff was excellent - everyone was so friendly and helpful and special shoutout to the swimup bar bartenders. And the entertainment staff was top notch. Luna and the boys kept us at the pool all day with fun activities. For them to learn and remember our names made us feel so special. They were so good at making sure we met other people as well. Thanks for the wonderful memories.

My family and I stayed in Mexico for the very first time and the entertainment staff at the Yucatán Princess made our experience an amazing one that we will never forget. Especially Luna, who took the time to get to know every single person in our group and spread so much joy! We had such a fun time, thank you Luna and the entertainment team we love you!!!!!!!!

The sports activities with Luna and gordan Ramsey was amazing. The energy was fabulous ??. As far as the service and the room swim out . No one come around to get drink orders and our friends made the vacation. Not our favorite place . .