TripAdvisor Traveler Rating

Had a wonderful and invigorating morning workout at the Sports Park. Marco guided my family and I through a gentle yoga flow on a paddle board. Not as easy as it looks but Marco was calm and instructed us on how to keep our balance through the poses. Ivette taught the Pilates class afterwards and took us through a series of simple yet challenging movements. I was working muscles I didn’t know I had! Overall, the instructors are friendly, professional and offer great assistance to get the most out of your morning workout. Highly recommend if you’re looking for some fun movement to start your day!

We stayed at the resort 1 wk…what a fantastic experience. Staff are so friendly & helpful. Yucatán Princess will not disappoint, huge suites, clean, excellent pools & bars, the food from every restaurant & buffet is delicious. All the supervisors & staff in restaurants so detailed to your every need, like Georgina from buffet restaurant… Nightly entertainment is really awesome, especially the Pirate Show??

We have been vacationing at the Sunset Princess Resort since 2016, and after many wonderful years there, we decided to try Platinum Yucatán this year, expecting an upgraded experience. Unfortunately, this ended up being one of the most disappointing vacations our group has ever had. Every year we travel with a large group of 12–30 people and spend a significant amount of money at this resort. Because we have been loyal guests for so many years, we naturally expect a certain level of quality and service. Sadly, this year did not meet those expectations at all. One of the biggest disappointments was the beach. Many people in our group love spending time by the ocean, but there was barely any beach left due to the overwhelming amount of seaweed and the unpleasant smell that came with it. While staff worked daily to rake the seaweed, the cleaning efforts were nowhere near as effective as what we experienced in previous years at Sunset Princess, where machines were used to keep the beach in much better condition. The service overall was average at best. Housekeeping repeatedly forgot to leave bath towels or hand towels in our room, despite us tipping daily. It honestly made us wonder if there was a towel shortage. The biggest issue, however, was management. There seemed to be very little concern for guest satisfaction. Restaurant reservations were not accommodated, and guests were rudely told to line up before opening time—if the restaurants were even open, since several rotated closures throughout the week. The food was another major disappointment. More than half of our group became sick during the trip, including myself. We are experienced world travelers and understand how to be careful with food and water while abroad, but this was the first time we experienced stomach issues this severe in Mexico. The presentation of the food looked beautiful, but unfortunately the flavor and quality did not match the appearance. The drinks were overly sweet and lacked the quality we remembered from previous visits. The elevators were also constantly out of service, sometimes both at the same time. Thankfully there were stairs available. As a scuba diver, I also had issues with transportation. The shuttles refused to take me to the front entrance to meet my dive group, forcing me to walk both days with my gear. Whether due to short staffing or policy, again it was frustrating and unnecessary considering the price paid. The public bathrooms throughout the property were often dirty, smelled unpleasant, and on multiple occasions did not even have toilet paper available. For years I highly recommended this resort because it once provided a great balance of service, relaxation, Mexican culture, cuisine, and hospitality. Unfortunately, those days seem to be gone. After this experience, neither I nor my group will be returning. Spending $20,000–$30,000 annually as a group clearly does not seem to matter to management anymore. I can no longer recommend this resort to others looking for a relaxing vacation. The beautiful beaches shown in advertisements are no longer the reality, and the excessive mosquitoes, seaweed, poor food quality, and lack of attention from management made this one of the worst resort experiences we have had. To the management and owners: please take these concerns seriously and make improvements so future guests can enjoy the quality vacation that this resort once provided.

We had an absolutely amazing stay at this resort! From the moment we arrived, Raul, Luna, and Christopher went above and beyond to make our experience unforgettable. Their kindness, professionalism, and attention to detail truly stood out. The sexy Raul was incredibly welcoming and always made sure we had everything we needed. Stunning Luna brought such positive energy and made every interaction enjoyable, and handsome Christopher was attentive, friendly, and genuinely cared about making our stay perfect. The resort itself was beautiful, clean, relaxing, and exceeded our expectations in every way. The outstanding service from this team made all the difference. We can’t wait to come back and highly recommend this resort to anyone looking for a five-star experience!

My partner and I had a great time at Platinum Princess and would like to extend our thanks to the F&B Buffet Lunch Team! It was always wonderful to see and be greeted by Karen as you enter the lunch room. Such a great smile and energy that will make your day! I'd also like to personally thank Armando for always tending to our needs. A real role model of hard work and perseverance. Quick on his feet and gives his guests a proper guest/customer service. A real asset to your team! Thank you also to Melisa and Brian for ensuring that guests are happy and content with their dining experience.