TripAdvisor Traveler Rating

We had such an incredible experience at the Platinum Yucatan Princess, and a huge part of that was thanks to Enrique, the bellhop. From the moment we arrived, he went above and beyond to make sure we were taken care of. He was always friendly, professional, and had a genuine smile on his face that made us feel so welcome. What really stood out was how consistent he was—every time we saw him, he was eager to help with anything we needed and did so with such a positive attitude. It was clear that his work ethic and kindness rubbed off on his colleagues as well, as the level of service across the team was fantastic. Enrique truly made our stay more enjoyable, and we’re so grateful for his exceptional service. He’s a big reason we would absolutely recommend the resort. Thank you, Enrique!

I will start by saying that this is not a 5 Star resort. More of a 3 1/2 Star at best. The transfer was not 45 minutes as advertised. It was over 1 1/2 hours (not great for the two of us who suffer from conditions making it very difficult to travel far). This is one of the reasons that we picked this resort Stay away if you are a beach person!! The seaweed was so bad that we could not sit near the ocean without gagging. The clean up was pretty much non existent. There is a lot of rocks in the ocean, If you wan to swim, you must go to the sister resort (two doors down) and there is one small sandbar you can go out. The garbage on the beach is abundant and not cleaned up. The chairs are old and uncomfortable and need to be replaced. I was at their Dominican (Punta Cana) location twice before. The difference in quality is unbelievable!! Dominican has nice chairs with cushions. There is nowhere to grab a quick bite on the beach. The pool is very hot during the day as the breeze off the ocean is blocked by the mangroves. The food was the worst I have ever had at a resort, as a seasoned traveler, I would have expected a lot better. I feel like the service at the sister resort far superior. The room service menu is pathetic. I booked a Ocean View Honeymoon suite as we love sitting on my balcony at night to watch the Ocean. well... There is no such thing as an ocean view room at this resort. Shame on Air Canada for charging me Thousands more than I needed to spend. This is not the resorts fault, however they should be responsible to a certain extent for false advertising. Our room (5347) was dirty and they had to come and re-clean it. We only had two uncomfortable plastic chairs and no table to put anything on. We requested a table three times and never received one. This huge terrace should have had a lounger, like Dominican. The hotel itself is not very clean. We looked at the same band aid on a walkway all week and was never picked up. Israel was the only staff member that truly went above and beyond. You can get a much better resort for less. I would say 1/4 of the resort is under renovations. No club and the entertainment was not great All in all, this vacation turned us off of that part of Mexico all together.

We spent 10 days at the resort. It’s a beautiful resort and perfect for party days at the main pool or relaxing days by the quieter pools. We initially had issues with our room, when we checked in we were advised a king bed was not available and to come back the next day for a room change. The next morning we were advised the staff had no idea about being asked to come back because a king bed room was not available. We had other issues with room allocated, again advised we could not be moved, however the hotel had the maintenance team resolve the issues for us, which was good customer service, however, the hotel should review quality of furniture and fittings as standard and shouldn’t wait for complaints. At the time of the complaint some of the staff were very accommodating, some of the staff became very defensive. On a whole the majority of the staff were happy to help. We were happy the issues were resolved. The food was excellent in both the buffet and the restaurants. Over 10 days we didn’t get bored of the food at all, including breakfast. Service by the pools was excellent for drinks. The bar next to the Italian restaurant was excellent, the bar staff were very pleasant and took pride with the drinks they served, the drinks were amazing. This was not the case for the main bar - drinks often tasted vile - for example, we ordered several espresso martinis, one was poured into a large glass including the ice from the shaker another wasn’t shaken at all. We left several drinks because they tasted odd and in some cases, disgusting. A huge difference to the lobby and bar next to Italian, it seemed to us the effort was not there to provide decent drinks even with tipping. Quite often there was a weird smell/taste from the plastic glasses. We avoided this bar as much as we could. Entertainment was excellent daily with theatre shows, entertainment at the main bar and the pool entertainment. The hotel pools and common areas were very clean. There are dedicated smoking areas as non-smokers this is excellent, however guests continued to smoke on loungers in the quieter pool areas, staff should really remind guests if they see guests smoking. The beach was undergoing issues with seaweed, it was a pity but this was outside the control of the hotel, a team worked tirelessly with this daily. Overall an amazing trip, worth a stay

Im here now and everything is amazing but I haven't had any warm water since I got here three days ago. I paid extra for platinum and its not cuba. Trying to call your concierge is useless. Don't pay the extra...but like I said the food and people are amazing. I just need a warm shower...

Javier and Enrique were absolutely phenomenal butlers! From start to finish, they made our stay truly unforgettable. They were so accommodating — nothing ever felt like too much to ask. They kept us informed about everything the resort had to offer and somehow managed to make every interaction genuinely fun and entertaining. You could tell they really love what they do. If you’re lucky enough to have them as your butlers, you’re in great hands. We couldn’t have asked for better!