Beloved Playa Mujeres by The Excellence Collection

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 5870 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Horrible Customer Service

    Reviewed by Laurasteed13(Stockton, United States) on Nov 19, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I will gladly update this review if I find the customer service improves. In August, we scheduled our trip to the Beloved for our honeymoon in October under a promo they were running when they were reopening. We received an email in October saying they were moving us to a different resort because they weren't opening the Beloved. We never received confirmation of where they were placing us -- nor did they reach out and ask if we had a preference of the Excellence or the Finest. Then, all of a sudden, we got a charge to our credit card... so we called and asked, how could you charge us if we don't even have a room assignment? They placed us at the Finest. We called and complained and they said we were in a comparable room -- however, this is not comparable. At the Beloved, we were supposed to be in a two story casita. They placed us in a two story suite. They aren't comparable, and if you try to book them online, they are charged at different rates. Therefore, we said, we should get refunded the difference. Instead, the tennis pro (andrew?) that I spoke to on the phone said, "Not to worry, it's your honeymoon, your knees are going to be up anyway." I then tried to call back and talk to someone else. I got Julio on the phone. Julio's customer service was even worse. Instead of listening to me and trying to help, he continuously spoke over me. When I said the rooms were a different rate and not comparable, he insisted on reading off the website the amenities of the room and how they were "comparable." As the customer/client, they are not comparable -- so I asked how they were going to make it right. He said we could cancel. At this point, we couldn't cancel because they waited two months to make the changes, and there were no other resorts or rooms available for the sale price that we booked during the promo. Fast forward to our honeymoon, where we were promised that we would in the adult-only section fo the hotel. You guessed it, we weren't. The first night of our honeymoon, we heard kids screaming in the hallways at 9:40-11pm. Not very romantic for the honeymoon we'd imagined. They finally had another room available for us the next day at 5pm. However, I had to waste a good part of my second day of the honeymoon in the office complaining. Wasting my valuable time of vacation. This October 26th. They said they couldn't give a refund in the office for their errors or the difference in the cost of the rooms, but we had to email customer service. We emailed them on OCTOBER 26th, and again on OCTOBER 29th stating our issues with the errors the resort made. We still didn't have this resolved or ANY COMMUNICATION from the resort when we left on November 3rd. Still waiting to hear from their customer service, we complained and submitted a ticket on November 8th -- FINALLY on November 10th, we received a reply stating they will do a thorough investigation regarding the refund, and we should expect it take 15 days. 15 days from when? We sent you our email on October 26th. Why isn't this resolved yet? Between Andrew being rude, Julio speaking over me, and the complete lack of response from their customer service email system (WHICH IS THE ONLY WAY THEY WILL COMMUNICATE REGARDING REFUNDS), I have lost all respect for this resort. We are very disappointed. Our friends recommended this resort to us -- however, unless this is resolved, I will not be recommending Finest, Beloved, or Excellence. I absolutely would not suggest this for a honeymoon. While the on-site staff are kind, the quality of the rooms, the linens, and the amenities did not match our expectations.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Rooms

    Rooms-1

    Service

    Service-1

    Horrible booking process through their packages

    Reviewed by Jorge L() on Oct 27, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Do not book through their vacations by excellence packages! I have a upcoming reservation in march for my honeymoon and I booked the flight and hotel through their official site.I don't know who they outsource their customer service and ticketing services to because they screwed up our flight tickets by not even issuing a plane ticket to my fiance. Now I've spent 5 phone calls and A LOT of hours on hold while they try to figure out what went wrong ( apparently ticketing is to blame) but now they can't find a flight with the same seats available. They keep saying that they will call back and never do. This is very frustrating since its no fault of our own and they don't seem to know what to do, also they won't transfer me to a supervisor that can do something. A week and a half of going through this, overall a very bad experience.

    How we miss the fabulous Beloved!

    Reviewed by MTATRT(London, United Kingdom) on Oct 25, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We stayed in this wonderful hotel for 2 weeks (for the 3rd time) in February before it closed! We were planning a return visit in 2021 for my husbands 50th but I fear the UK government will not let us fly to Mexico for sometime to come. Last week we were devastated to hear about the death of Daniel who was such a fabulous and well loved member of staff. Daniel's passing reminded me that I had not done a review of our last trip. All of the positive comments you read here are true but it is the staff really make this place! They are all wonderful but I have to make mention of three members of staff who were simply amazing and made our holiday. Firstly, Daniel - may you rest in peace - your smile and happy conversation made our days. Secondly, Walter - simply the nicest, kindest and the best guy to make your holiday super special with little surprises and a fabulous kind smile to greet you every time you see him! And then Alberto - my husband suffered terribly after putting his back out - Alberto kindly lent him a gym ball to help with the pain and he was there constantly advising him and helping with little exercise suggestions - thank you. So please, Beloved, open soon so that we can return sometime in the future!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Do Not Book!

    Reviewed by Ellen B(Frisco, Texas) on Oct 16, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    First off I have to say - it pains me to write this review. I have stayed at the Beloved twice and it was an amazing experience. I booked my 3rd trip for 2020 but I have not been able to get a refund or a response for a booking I cancelled because they keep pushing back their re-opening date. That is the most disappointing - that a property that prides themselves on service - gets all quiet and non-responsive when the time comes to hold up their refund end of the bargain. I have serious concerns about their financial health - and am concerned any deposits made will not be refunded - even though they claim they will. My recommendation is Do Not Book until the property has actually reopened - I suspect it probably won't ever again and all money spent is lost

    DO NOT TRUST THIS HOTEL REFUND/CANCELATION POLICY!

    Reviewed by 442mariajosee() on Oct 09, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    DO NOT TRUST THIS HOTEL REFUND/CANCELATION POLICY! I have been waiting for a refund of $2,000 for more than 60 days already of an rsvp canceled due to COVID. I have been calling the call center and every time your answer is the same... No answer, no solution, nothing. Except that it takes 30 to 60 days when it has already been more than 60 days. Give me a real ETA of when I'm getting my money, give real solutions to clients. Do I need to take legal action? go to the BBB in the US or PROFECO in Mexico. It seems to me that this company is trying to hold on to the money as long as they can!!!. We were thinking of rsvp again in here for our honeymoon but with this service regards the refund I wouldn't even consider it anymore, keep yourself accountable to what you promise to the clients