TripAdvisor Traveler Rating

My husband & I have been traveling to the Princess properties for years having spent the past three at The Yucatán Adults Only. We were shocked by the complete downfall of the resort in just one year. We were informed upon check in that the Chill Out restaurant & beach club was “closed for renovations.” We were immediately disappointed as we knew our usual routine wouldn’t be happening this year. Instead we experienced the following: Rude & indifferent staffers Filthy bathrooms with broken soap dispensers and clogged toilets Dirty plates & half eaten food strewn in the hallways and stairs Floors that weren’t cleaned for our entire stay Hot room where the a/c could not be controlled Chipping paint, chipped tiles and chipped furniture Dirty and sagging beach cushions Drunk and unruly guests who spent their days saddled up to the pool bar bragging about their drunken exploits the night before. Upon check out - more rudeness and indifference from an obviously disgruntled worker. He appeared to be bothered just by our presence. Due to a call placed from the hotel midweek asking us how our stay was and we expressed our disappointment, the concierge on duty asked to speak to us prior to our departure. As we listed our complaints and explained we wouldn’t be returning ever again, she simply smiled and said nothing other than “ok.” No apology - just “ok.” Wow. Fantastic customer service on full display. The ONLY good thing about our visit was the spa- the massage therapists were lovely and well skilled employees. The property is run down and tired - just like its employees. It’s such a shame because we used to look forward to this vacation every year.

We have been to this resort and the grand sunset princess a total of 5 times, we have had such a wonderful experience every time we are at this resort This last time was so amazing we had a wonderful bell boy named Javier Reyes and his colleague Enrique they were so helpful when my husband lost his phone and with our return transfer, they were both so funny and kind and made our stay so much more enjoyable I hope we get to see them next time we come, which hopefully will be next winter

No atmosphere Cleanliness is service level Staff friendly but unhelpful Crumbling infrastructure (especially the sports centre) Rooms older and in need of some TLC Booked a two bed room but given a single king sized bed (brushed off anytime a request to be moved was made) Great French restaurant Drinks were strong Nice long quiet beach The under-construction kid friendly sister resort next door was way nicer and spent most of our timers there (better pool, better beach with a lovely sandbar, better food)

We recently returned from visiting this resort with a group and loved our experience. The bellmen Enrique and Royer took excellent care of us and shuttled us to the sister resort whenever we asked. They were so friendly (always smiling and laughing). Our rooms were in the 4000 block which was just across from the main lobby so close to the restaurants. We had swim out suites and highly recommend them. You enter via steps…no ladders. These swim outs are not connected to the main pool but you are close to the activity if you want to hop across. The pools in these rooms got sun from around 11:00 to 4:00. This resort is very established and beautiful and we will definitely visit again. Beach is small and had some seaweed but the workers were hard at work trying to keep it clean.

Amazing resort and friendly staff. Mucho gracias to Paulette for decorating the room, very beautiful. The doorman Flavio, Israel and Enrique - they been such an amazing help throughout the stay. Also Heriberto the bartender- amazing service. I wish I knew the young men who was at the taco stand near the pool - they both amazing as well. Mucho gracias and see you soon!