TripAdvisor Traveler Rating

This is our 2nd time at this place. We stayed at colonial the first time and absolutely fell in love with it. We had plans on joining the Palladium membership club. This time we decided to ‘upgrade’ and stay at the adults only, TRS. After a full day of travel and the 1.5hr personal ride we had to pay for from the airport, we finally arrived. It was 4pm, we wanted to check in, shower, pool quick and dinner. It took over an hour to check in and have the try to sell us the upgrades and ‘premium’ experience. We politely requested to check us in to our suite and we would come back tomorrow to discuss. They finally brought us to our room. First night, we were brought to our room, the room was beautiful but hot, humid and sticky. Carlos asked if we wanted to change rooms right away, we should have taken him up on offer as the room never got cool the entire 7days we were there. The safe didn’t lock, they were supposed to send someone the next day. Never happened the entire 7 days we were there. They offer a 3 day for 300$ or a 5 day for 500$ American, premium experience. We decided since we were there for 7 days, we would to the 5 day experience. We went to the front desk signed and paid for it all. We had the ‘premium’ area at the pool Beautiful cabana beds and scenery. There were pool concierge that would ask what we needed or if they can get you another towel but to never return again. There was one pool attendant for the whole premium area. It was faster to go get a couple drinks ourselves. She was sick and coughing over everyone’s drinks. We went to Helios for dinner that night and saw the ‘romantic beach dinner’ maybe 20ft from the restaurant, not on a beach. We decided that night the 5 days wasn’t worth the money. We went from dinner to the front desk, my partner spoke to Orlando and told him we only wanted 3days now. He told us we would get reimbursed in 2 weeks. He asked to get something in writing, Orlando wouldn’t provide it. He told my partner, we aren’t the first people to decide to cancel the 5 days and just do the 3 days. Unfortunately we believed him. It’s been over a month, no reimbursement. We called the resort, spoke to managers, they provided other people to call and email. Not one response back. Don’t fall victim to their lies and deceit. It is truly unfortunate it ended up this way as they could have had us as returning customers for years. Over a few measly hundred dollars that was more important to them and their sales. The rest of the time was spent at the pool as there is not much more to do there. We did get chic cabaret tickets as part of the premium experience. It would have cost $45 a ticket per person. There was no entertainment on the entire resort besides a piano player at night the entire 7 days we were there. They did have a 20’s dinner at the saltwater pool one night we were there, it was over 100$ per couple. Bingo, cost $. We were supposed to get premium liquor, snacks in our room and a turn down service. We had to request it all, it was literally never provided for us. We had such high hopes for this trip as we had loved it so much before. The Restraunts were ok. Steak house was not good, the French restaurant was surprisingly our favorite. We did not receive preferential reservations at restaurants as promised by n the premium experience. We won’t be back to any of the Palladium resorts. We were so disappointed in the whole experience and lies by Orlando. We have also encouraged our friends and family to steer clear of these horrendous business practices. Hopefully you will read this and steer clear.

Having traveled to Mexico quite frequently over the years, and staying at many different resorts, such as RIU, and Iberostar, I have to say this resort stood out in every category! 1. Service. The staff at this resort go above and beyond for you to have the most pleasant time, seriously, from checking to check out, 5*! 2. Butlers. We had the pleasure of being taken care of by Fernando and Eric, guys, our personal shout out to you both , and thank you, you were nothing short of amazing! A special shout out to Patricia and her lovely colleague (I'm sorry I forgot her name) at Capricho during breakfast, their smiles were contagious. 3. Room. Wow again, just blown away, clean, luxurious, big, and the hot tub on the balcony, just amazing! Used it everyday to relax after the day, such an added pleasure, highly recommend the upgrade. 4. Food. Exceptional quality and delicious, there's always something for every pallet. Restaurants are fancy, honestly, like going out to a fancy place here in Toronto, with the same high end level of service. 5.Pool, there are two, the natural ocean one, and the infinity pool, the ocean one is great but its o'naturelle, so if you don't like a rocky bottom, maybe not for you, I loved it though, and because its natural many ppl don't chose to go there, so if you're looking for a less crowded space to lounge, this is it. The infinity pool is beautiful, fancy and clean, you have non stop drink service from your extremely comfortable loungers. 6. Beach, TRS does not have a beach, but the Palladium resorts, (to which you'll have full access to for food and both alcoholic and non alcoholic beverages ) do. I give the beach 3.5* and I must underline this is not the resorts fault, its just what it is, and what is it, well much smaller then beaches closer to playa del carmen, the sand is not as white to what we're used to in Mexico, there are many rocky areas, which really limit swimming to one main area that tends to be crowded. However, to a huge plus, the beach has no public access, and there are only a handful of select beach vendors, so you do not get bothered every few mins. To some up my wife and I really enjoyed this resort, it was truly a 5 star experience, thank you to everyone there that made our experience unforgettable. We will surely return :)

Myself and two friends spent nearly a week here in April 2024 and had a wonderful time. There were a few minor hiccups (the TV in their room was finnicky, their original room type wasn't available so they got upgraded to a better room instead which they were fine with!, the Japanese restaurant wasn't as good as the others we went to), but I mention those now to get them out of the way since the many other things we experienced were so so wonderful. Each villa has around 30 rooms (just estimating from memory) and has a "butler"/concierge stationed at the front door. They are truly invaluable as they are able to call golf carts to pick you up and take over all over the massive four-resort property, they make reservations for you, and in general help you out with whatever you're needing. They use WhatsApp to help communicate with you and it's so handy to be able to reach them during most of the day (8a-11p if memory serves). My butlers were Bernardo and George and they were fantastic! Bernardo knew it was my first time staying at TRS Yucatan and walked me up to room and even showed me how to use the TV to order room service and what all of the various light switches did. Not having to figure that out myself saved me a lot of time and hassle and was a perfect indicator of the kind of easily accessible staff support at this resort. We really enjoyed the Sunday night Mexican dinner at Capricho, and the breakfast buffet at Helios. Also enjoyed the Chic Cabaret night, which is a full 2.5 hours of non-stop dance and music performances that is so high energy, we had a blast but were exhausted just from clapping so much lol!!! The infinity pool was gorgeous and we rarely had trouble finding at least two chairs together, though before about 9:30a was the easiest time to get a good choice of spots. We must have lucked out on timing because there were no bugs!! We brought bug spray but didn't need it, it was awesome. My room was large, airy, and bright with great AC and it felt very clean, I loved it. My other favorite part of the trip was a friends photo shoot we did with a photographer from PhotoPro (based out of the lobby of Katenah, one of the other resorts on property). Lisa was our photographer and she did a phenomenal job, she made sure to get a huge variety of locations and types of shots for us and we left with some wonderful photos of us. I cannot recommend her highly enough, thank you Lisa!!

Everything about the resort exceeded our expectations. Great food, service, transportation. All staff was extremely helpful and welcoming

great setting, rooms and pools. the beach is better than I expected the pools are amazing, the staff are wonderful and we saw a monkey! ps. I slept 8 hours a night.