TripAdvisor Traveler Rating

I recently stayed at Princess Platinum Yucatan, and while there were a few things I liked, I would personally rate this as a 2 star experience at best. I’ve stayed at better 4 and 4.5 star resorts, so calling this place five stars feels very misleading. Within the first ten minutes of arriving, I already had a bad feeling. The bellhop didn’t take our luggage to the room, which set the tone right away. The grounds are pretty and generally well kept, but the gravel paths really need to be repaved. The resort itself is huge, and although the pools themselves are clean, the areas around them are not. At the main pool, I saw the same bandages, hairnets, and napkins sitting there for days without being cleaned up. We spent our last four days at the quiet pool near Building 5. It was peaceful, but they played the exact same music every single day, which got old quickly. The hotel overall feels tired and overdue for a refresh. The rooms look worn and outdated, and although the bathroom was cleaned daily, I still noticed handprints on the walls near the mirrors. The toilet area honestly felt more like a prison than a luxury resort. The stairways leading to the rooms were filthy and often littered with garbage. Every day, we opened our door slowly just to make sure there weren’t raccoons outside rummaging through the garbage can near our room. It really took away from the experience. Most of the staff were friendly, but the buffet was a mess. I found a hair and a dirty dish, and when I pointed it out, the staff member simply removed it without saying a word. No apology at all. I also saw a guest walking barefoot in the buffet and no one said anything. Dishes were rarely cleared from our table, and at one point a waiter was making strange cat noises, which felt completely inappropriate for a supposed five-star adults-only resort. The beach was another big disappointment. The sand is white, but the beach itself is very small and full of seaweed. On the positive side, the drinks were great. They used good liquor and poured generously. The nightly entertainment at the Sky Bar was actually very good, and we enjoyed the live bands. The restaurants were hit or miss. The Redo Grill was excellent, and the Italian restaurant was good enough the first time that we went back again. Unfortunately, the second visit was a letdown. The service was extremely slow, and it took forever for our food to come out. Even leaving the resort was frustrating. When it was time to check out, no bellboys came to get our luggage. We were told to wait in the room, which would have taken even more time, so we ended up bringing our luggage down ourselves. Looking around, it seemed like most guests were doing the same thing. I honestly don’t understand how this resort calls itself five stars. Anyone leaving 5 star reviews clearly hasn’t experienced a true 5 star hotel. I wouldn’t return, and I wouldn’t recommend this resort to anyone looking for a luxury experience. If you want that luxury feel and vibe, this is NOT it. AVOID!!!

It was a great full experience,staff were pretty gentle and very helpful,food was perfect tho.I recommend this resort to anyone who wants to have a nice trip to Mexico. There’s pools and animals everywhere, rooms are pretty clean and very nice!

Fabulous hotel ! I am an extremely sensitive celiac so I was worried about the food situation! But on an evening the manager rogelio sorted all my gluten free food for me and also made sure the staff knew for breakfast and lunch that I needed the gluten free menu ! I tried the Buffett 1day and was ill !! He told me not to do that again he would help each day ! What can I say but amazing! He took away the stress of the fear of being ill thank you rogelio and also to the rest of the family he also gave advice on what foods to try x if you want beer come to this hotel and have an allergy seek him out amazing man xxx??

This is a very big resort with beach frontage. The rooms are huge and well appointed but lack a full length mirror which I think is v important. The staff were efficient and polite and helpful. There are areas that need improvement and these were mainly the public area toilets which were very below par and some of the walkways to the rooms were scruffy and along with the elevators were not cleaned very often. The beds by the pools were not too clean either. The food was plentiful in the buffet and the speciality restaurants were very good. Entertainment was v professional and varied. Don't go to this hotel if you don't like walking as everything is v spread out and takes time to get to,it is,however all accessible for less abled people. There are lots of animals roaming around iguanas,coatis even a deer and a Capybara but they are harmless and v entertaining! All in all, good value for money but room for improvement here and there.

I had such an amazing experience. I'm specifically writing a review in regarding Rogelio, who worked in the buffet restaurant. He was truly the best. I'm in recovery and sober and he helped find out from chefs if there were any food that may have cooked with alcohol, since I'm in recovery. We went over and beyond to help me out. Truly this man deserves a RAISE. I have never seen someone going out of there way to give people the most wonderful experience with a sense of security. I WILL DEFINITELY BE COMING BACK TO THIS RESORT BECAUSE OF HIM AND THE REST OF THE STAFF.