The Yucatan Princess is an adults only resort, taken to its finest expression, with an unbeatable location in front of the crystal clear Caribbean waters, in the heart of the Riviera Maya. The sophistication surrounds you on a resort with suites tastefully decorated with vibrant contemporary design. A perfect getaway.
My spouse and I just returned from a five-day stay at this resort and had a mixed, if not negative, experience.
--The room was spacious and the grounds were well-kept.
--The staff was friendly and hard-working.
--The resort is not close to max capacity which meant that it was really quiet and pretty low energy. Most nightly events were attended by 20 or fewer people.
--Our room twice-required a call to maintenance - once because our balcony tub was not working and the other because our shower failed to drain and our entire room flooded, soaking our clothes, suitcases and everything else that was on the floor of the room.
--We paid extra for the "platinum" room which was supposed to come with some "exclusive services" and "unique advantages," none of which we experienced. There was no exclusive check in process, the platinum lounge was closed. This extra was definitely not worth it, and I wish they would have told us not to expect any of the extras so we could manage our expectations.
--Upon check in, we reserved massages at the spa for the following morning, but when we arrived for our appointments, there was no appointments to be found. We had to move our plans around to find another time for our massages.
--Our room was not cleaned each day, which is generally not a huge deal, but one of the days we didn't get a cleaning was the day after our room flooded. We had to call for towels to shower (since ours were used to soak up water the day before) which took more than an hour and two calls to the front desk to arrive.
--As other reviews have noted, there's only one restaurant open per night (other than the buffet). We always found food, of course, but for an all-inclusive, the lack of choice was really disappointing.
--The beach was overrun by seaweed (that carried a foul smell and a lot of flies). This, of course, is not the fault of the hotel, but it made our beach vacation really disappointing. We ended up traveling to the sister resort most days to enjoy that beach which was less seaweed-y.
I understand that factors like COVID rightfully played a part of our inconsistent experience, but for the parts that the hotel CAN control, like our room flood, I was shocked that we never heard from the concierge or anyone from hotel management as we were assured we would. Customer service at this resort left a lot to be desired. Fortunately, we were able to get good meals and a good beach experience at the sister resort next door; otherwise, our trip would have been a huge fail compared to the amazing experiences we've had at other resorts in the Riviera Maya region. Unfortunately, we will not be returning to this resort and definitely would not recommend it based on our experience.
May 14, 2021
We were here a few years ago and really enjoyed our stay so I decided to come back for my husband's 60th birthday - booked the same Suite Swim-Out room as before. Unfortunately, when we checked in we were told the side our room was on was completely closed except the rooms. When I asked about changing to the other side I was told the only swim-out room available during our stay was the honeymoon suite and it would cost an additional $1000. We initially decided to keep the original room but when we got to the room and went out to swim-out pool it was dead quiet except the construction crew right across from us. We went back to the front desk and asked to change rooms. So we are now on the other side where there are people and activity (and no construction) but we had to give up the swim-out pool and didn't get a refund. Their website says nothing about half the resort being closed or that the suite we booked would be on the closed side which in my opinion is false advertising. So beware when booking at this resort - things aren't what they seem. Original front desk person was not helpful at all (Itenas) but Aldolfo was helpful when we changed rooms. Also Orlando with Amstar is great! I feel bad since we're here celebrating a milestone birthday and it fell short of our expectations.