TripAdvisor Traveler Rating

Amazing service. Sunset princess Alexis, lupita and crew were amazing. Extra charges like the seafood at rodeo grill not worth it. Tuna could be mistaken for overcooked beef. Dead shellfish also on plate.

I found this resort highly disappointing! I had read the reviews, which were all fairly positive so I was a little surprised from the moment I walked in the resort. We got in fairly early in the morning so our rooms were not ready so they directed us to three small bathrooms outside the spa to change into our bathing suits and these bathroom bathrooms were disgusting. Smelt like urine, mosquitoes were so bad we couldn’t undressed in them in the mold on the ceiling and walls. The food was less then desirable, the main swim pool was absolutely disgusting! Band-Aids, floating in the water, trails of body oil, and sunscreen throughout the pool. The pool bar at the bottom, swim up smelt like strong urine. The staff couldn’t make even the basic drink properly and they definitely didn’t look like they enjoyed their job even with a tip. When speaking with other tourists, none of them would leave their swim ups either to go to the big pool because of how disgusting the water was and the maintenance of it. Now let’s talk about the entertainment! The entertainment was so immature and juvenile people weren’t even paying attention If you’re going to entertain adults, then have adult content games. These were absolutely childish games and unless you were extremely drunk, nobody played. So don’t have any great expectations of their poolside games. Music was terrible, the whole pool side swim bar was just very un appealing. The only decent meal we had when we were there was at the steakhouse and the last day we took the shuttle to its Sister resort buffet Wish I would’ve found that rate from the beginning because our buffet was terrible. We were a family of nine and they were less than accommodating to our group size. Needless to say the majority of our vacation was spent hanging out in our swim up area. The last night, our air conditioner didn’t work, but we were leaving at 3 AM in the morning so we just basically stayed awake. Then, when we went to freshen up in the morning before catching our shuttle, there was no water to our rooms. By the time the water was turned back on we were already leaving our rooms to our pick up shuttles. I definitely would never recommend this resort to anyone! And a person can’t say you get what you paid for because it wasn’t a cheap resort by any means.

Amazing trip at platinum yucatan princess. Food was good, the quiet pool was nice. Special mention to Bryan at the Yucatan buffet, he is very friendly and gave great service.

***** must read belongings are not safe**** stay was spring of 2026. just stayed here with a group of 19 friends. Hotel was clean, food was good nothing special. Hotel servers and staff not as friendly as other hotel I have stayed at and this was noted before the insiders and by most people in our group that haven been to Mexico before. Most importantly on the day before we left the hotel we have multiple friend at our swimm up room all day. The cleaning service cam later in the day around two too four in the afternoon. Friends report they seen a man cleaning the room similar to the the one we had tipped very well all week. Once we got back too our room after getting out of the pool in front of our room we were getting ready for dinner I a went to grab some tip money from the short pocket I was wearing that morning. The shorts were no where to be found. Or the tip money. Me and my wife searched the room multiple times and ask our friends if they had them mixed with any of there towels. No where to be found. I gave the cleaners the benefit of maybe they got swept up in laundry and made a report to the concierge and went do dinner. After dinner the concierge said they check in the laundry area and there was nothing in the lost and found. So I made a report of stolen money and clothing I filled out the report and security checked my room head to toe once more still couldn’t find them. So I still was optimistic that the next day in the morning and the day we were leaving they would turn up. The next morning when I went to the concierge’s desk to ask again is when the story gets very even more suspicious. They must have talked to the cleaners because they told me there was many people in my room and they are the ones that took my money and stole my shorts. (Ok friends from 40 years stole my clothing and money) I said the was completely not the case. They also said the report was only for 100 Passos, and that was complete not what I wrote on the report. So I told them either there is two reports of this or they change the value on the report of how much money was stolen!! I asked for a manger to have a talk with and the see the report that I wrote to take a photo and they brought out another conseirge out not someone in charge of the hotel. We had an argument and they kept blaming it on my friends and said there is no way a hotel staff could taking anything out of the building. Ironic that I ended up having to jump on. my shuttle transfer to head to the airport. Needless to say I believe the cleaner was moving my shorts off the bathtub and felt a bunch of Bills in my pocket and just tossed them in with the towel and then kept the cash and tossed the shorts. Not sure if it is common but I realized after there where no cameras on the hotel any where after looking. I will not be going back. And caution with your money and belongings with this hotel This is the first time in all my trips to Mexico something like this has happened.

This review is for those who want to know what to expect when they come to this resort so they aren’t surprised upon arrival. We stayed for 9 days in a deluxe swim-out in Building 3, which we specifically requested. This building has direct pool access to the main pool and pool bar, so it’s one of the livelier areas of the resort. Expect noise and activity from around 10am until about 5pm. We don’t nap, so this didn’t bother us, but it’s something to consider depending on your preferences. Pros: The staff are lovely and work very hard. Everyone was pleasant and agreeable throughout our stay. The bed was decently firm, and the showers were consistently hot. We really enjoyed the Bruschetta restaurant and went three times. Overall Property Condition: The resort is showing significant wear and tear, and maintenance does not appear to be keeping up. There are cracks in floor tiles throughout the property. Cabinet doors are often crooked or falling off hinges, and trim around floors is peeling or coming apart. The public bathrooms are in quite rough condition. They have a strong urinal cake smell, poor lighting, and hand dryers that don’t work. Room Details: Humidity is clearly affecting the rooms. We noticed rust stains on the floors from rusting furniture. The pillows are hard and lumpy and feel like they should be replaced. The towels have noticeable soap buildup and feel rough on the skin when used. A good vinegar wash is needed to improve this. Vanity lighting is very poor, even with the light-up magnifying mirror. The hair dryer, however, worked very well. The double showers are spacious, which is great, but the shelf space is very small. There is also visible limescale buildup on the shower heads. Coatis are everywhere. They’re cute, but they are a nuisance, and you won’t realistically be able to sleep with your patio door open. The AC worked well overall but was noisy. Housekeeping / Towels: Our room attendant was sweet and helpful, but there appears to be a towel issue at this resort. From day one, we requested four shower towels daily through both concierge and housekeeping. If you shower in the morning, after the gym, and again after the pool or an excursion, you can end up using the same towel multiple times—and these towels do not dry between uses. Despite making this request about five times, we only received the full amount once. Pool towels were also difficult to exchange. We often had to go find someone or hang them out to dry ourselves. Requests through concierge were not fulfilled. This was our biggest frustration. It’s a simple service item that would make a big difference if addressed. Staffing & Service Flow: It’s very noticeable that the resort is understaffed. At the pool bar, when it gets busy, there is often only one server working. Wait times for drinks can be 15 minutes or more. In the à la carte restaurants, the servers are clearly working hard, but they are stretched thin. They are not only serving tables but also clearing and resetting them, which slows everything down. Because of this, service can feel slow—not due to lack of effort, but because there simply aren’t enough staff to keep up with demand. It impacts the overall dining and poolside experience. Gym: The gym is fairly well equipped, especially when it comes to free weights. However, it is not well-maintained. The AC is turned off during off-hours, so humidity builds up significantly and is taking a toll on the equipment—many items are rusting. When the gym opens and the AC is turned back on, the first few hours are extremely muggy while it cools down. The weight machines max out at relatively low weights, and some cable machines appear to be incorrectly labeled. If you train in pounds, note that the weights are in kilograms, so it helps to know your conversions. Food: The buffet is typical of most resorts. I was always able to find something to eat, especially when going right at opening, when the food is fresh. The pasta station was a standout for me, and my partner really enjoyed the omelette station. Beef (Context for Canadians): For Canadians, this is worth understanding. Canadian AAA beef comes from younger cattle and is aged. Mexican beef is typically from older cattle and served fresh, without aging. This results in a different texture. Even when cooked and seasoned well, the steak can feel noticeably different—firmer and sometimes rubbery. We had one great steak at Rodeo, but when we went back another night, the same cut was very tough. The rest of the meal there was excellent. Aroma: Aroma is very tasty, but portions are quite small. It’s common for people to head to the buffet afterwards for more food. Drinks: This could be a pro or a con depending on your preference. Unlike some resorts (like Riu) where drinks are watered down, drinks here are strong—especially at the pool bar. Even when requesting “easy on the alcohol,” they were still quite strong, which made them less enjoyable for me. The house red wine was decent, though I’m not a wine expert. Vibe: We are a middle-aged couple (45 and 52), but still enjoy a lively atmosphere. This resort leans more toward a middle to older crowd and has a more relaxed vibe. The entertainment staff do a good job trying to engage people, but the activities reflect the crowd—bingo, aqua aerobics, etc. The foam party was fun, but due to the smaller guest population, it doesn’t get very big. Renovations: During the last four days of our stay, most of the shops were closed for renovations. While renovations are needed, the areas being worked on did not seem to be the ones most in need. The rooms and public (non-revenue) areas require more attention. There was also loud construction noise (likely from Building 2), so work may be starting elsewhere. The pool decks and swim-out patios are in rough condition and need resurfacing. In some areas, the concrete has deteriorated to the point where it feels sharp underfoot. Beach: If you are a beach person, this may not be the right resort. The beach is very limited and appears to be disappearing. Ocean entry is rocky and not very enjoyable, in addition to ongoing seaweed issues. You can walk to a nearby sister resort for better beach access, but it includes children. Transportation (Playa del Carmen): If you’re used to Uber in Cancun, that option is not available here due to local taxi regulations. Taxi prices are high—around $35 CAD one way for a 10 km trip. A round trip to somewhere like Walmart can cost around $70. There is a $5 shuttle option, but it requires about an 18-minute walk after drop-off. For anyone with mobility issues, this may not be practical. This was a major deterrent for us and a key reason we wouldn’t return to Playa del Carmen. Overall: Overall, we had a nice time. We relaxed, went off-resort three times, and the pool temperature was great most days. We met a lot of Canadians—it felt like a bit of a takeover. The swim-out room was 100% worth it and was the highlight of the trip. That said, the resort doesn’t align with our expectations in terms of maintenance, service consistency, beach quality, and location, so we wouldn’t return.