Location
Riviera Maya - BeachProperty information
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Resort details
Hotel advisories
General policies & fine print
Check-in Policy:
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer ratings & reviews
TripAdvisor traveler rating
957 reviews
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Oct 18, 2024It was just ok
The resort is beautiful. Over all I would rate it a 3.5/5 Pros: the beach is amazing, the food is fresh and really good, the rooms are impeccable,, very clean and big Cons: too much coaties.. I am all for advocating widllife but they have become to rampant and actually harmed a little 3 year old while we were by the pool. The resort is Huge be prepared for alot alot of walking especially when trying to get to your room. I would recommend if the price is right, go for it but not worth it to pay full price especially when going with the little ones because of the walking distance.
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Oct 14, 2024Terrible experience (staff steal money)
Caution, the housekeeping staff opened my safe and stole cash, the concierge staff (Supervisor Andres) challenges the guest and refuses to share public information, issues such as policies and privacy notices and rights. Even the security report is not signed by any manager or hotel staff, despite having the spaces that indicate that they must place their signature. As a regular guest I will never return to Princess, I hope upper management takes action on this matter as it is a beautiful hotel.
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Oct 12, 2024Family Vacation
We had high hopes and expectations due to this being advertised as a family-oriented 5-star resort but were let down. The greatest let down was the lack of children’s activities for a resort with a whole section dedicated to families with children. My kids are young (1, 3, 5) and still managed to get so bored they didn’t want to do any swimming activities at all on our last full day as pool-hopping was really the only thing they could do the whole week+ we were there. We visited the Kids’ Club one day around 11am/12pm, which was being renovated and REEKED of paint fumes, it was near empty and we asked if we could stay with our kids since they are so young but they said “Family Time” is only from 1pm-3pm. Not sure who came up with those hours but I’m pretty sure they don’t have kids because that’s pretty much prime nap time for all younger kids. We never utilized this “Kid’s Club”, which by the way looks so worn down on the exterior, the castle looks like it’s going to come crashing down any day. This brings us to the next point, renovations are desperately needed which I hear they are thankfully starting next year. Everything is falling apart… there was even a part of the flooring in our room that looked like maybe a hammer smashed into it at some point? Tiles were missing/falling off in the pools everywhere. The pool jacuzzis did not always work. One of the bridges had to be completely rebuilt during our stay. Now the best part of the whole “Family Club” aspect was definitely the ice cream parlor which was secluded only for Family Club guests so it was always empty and the AC was always strong which was not the case in the rest of the resort. The Family Club buffet was nice for being secluded, but that was also the downfall. Since it was rarely utilized, many nights we went by it sat empty with only employees stopping in for their shift meal, the food seemed to just sit out forever and wasn’t fresh. The other thing we loved were the balconies of the swim up rooms in the Family Club section. We noticed they are larger than the other sections of the resort and have nice sliding gates to prevent children from jumping into the water without adult supervision. The kid-friendly touches in the room were amazing, another one of our favorite parts of this resort. They provide beach toys, kid robes, kid slippers, kid-sizes towels and little pirate dolls upon your arrival. The rooms, although dated, were definitely designed with children in mind. We loved the window from the bathroom to the bedroom and the separate toilet stall. However, the lack of drawers did make it hard to organize clothing during our stay. Another huge con for us were the lack of and size of elevators. Again, as a family oriented resort, you’d think they’d consider the fact a lot of families would be utilizing strollers but that is not the case. The lobby and Family Club section have destinations on the second floor and there are a total of three tiny elevators (our double umbrella stroller just BARELY fit). The placement of the elevators is bizarre—one on each end of the lobby which is quite long and then one whole elevator to service the entire Family Club section right across the street from 1/2 is the lobby elevators. A LOT of our steps were used to get from one floor of the center of the lobby building to the other floor because we couldn’t utilize the centralized plaza or lobby stairs with a stroller. The food was very subpar… most of the al la carte restaurants were AWFUL and these are typically one of my favorite parts of vacationing at all inclusive resorts. Contrary to what we anticipated, Miso (not the teppanyaki side) was actually our favorite. Their “Oriental” buffet theme night was awful so we thought their Asian al la carte would be as well but the flavors were so much better (although nowhere near authentic). Their “steakhouse” steak were all the same thin cuts of meat, their buffet steak was actually better. Our favorite lunch spot was the taco stand, however the coatis on the resort truly ruined this for us as these animals are VICIOUS. Attacks anyone and everyone with food and steals items out of bags, even non-food items (stole a pack of toilet seat covers out of my bag). During one attack, one of them scratched my husband and broke his skin. My daughter was PETRIFIED of them. We didn’t think they’d be THIS terrible at first, especially my husband who is an animal lover and even wanted to make friends with them initially but they definitely ruined the taco stand for us. We stayed only in the Family Club pools the last few days of our stay to avoid these vicious animals. The employees for the most part were friendly when approached but not every single one. We noticed the female servers were a lot less friendly and attentive in the restaurants and buffets for some reason. Additionally, for a place that caters to tourists, we thought the language barrier was much greater at this resort than others we’ve been at. Another huge peeve was the smoking. There are signs all over the resort stating it’s a smoke free facility, with designated smoking areas away from the main areas for those who do smoke however this was never enforced. We had seen plenty of people smoking on main walkways and even on lounge chairs right next to pools! As a “family oriented” resort, this was a huge disappointment that no one enforced the rule because all the kids there now have to unwillingly inhale that second hand smoke because someone is smoking on a main pathway that the family has to pass through to get somewhere. Due to no fault of the resort itself, we also noticed the general population of people here seem to be less well mannered. This is not enjoyable for anyone anywhere on a normal basis, especially not while on vacation. All in all, this would not be a resort we would consider returning to in its current state.
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Oct 09, 2024
Terrible experience , terrible customer service
I had left my wallet in my safe and went to the beach when I came back it was gone , the resort did absolutely nothing about it , told me it would take atleast hours to investigate, then I ran out of time and had to leave without them doing anything ..
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Jul 26, 2024OK, but for all its size there isn’t that much to do. Especially for kids.
We have just returned from 2 weeks here. I would give it 3.5 stars rather than 4. To summarise the main points; First of all, this place is BIG. It’s about 3 hotels on one site so there are literally thousands of guests. I felt it lacked the friendliness of smaller resorts - people don’t seem to mix and if your kids are looking to find holiday pals here then it isn’t really that kind of place. There are so many guests that you can see people one day and then never bump into them again The staff are mostly really good, welcoming, friendly and hard working. The rooms are clean and tidy. Be aware that the tropical climate means it can get humid and damp and that can make the rooms smell a touch musty at times. That’s normal for AC’d rooms in this climate though. Entertainment is pretty good. There’s a dance group who put on different shows every night. Just be aware that if you’re not early then you’re going to be sat at the back of a very big theatre. The shows are best viewed from the front rows but you need to be sharp to get them. The pools are good. There are about 4 of them on site and they get very busy. Usual thing with people putting towels down on loungers early in the day in the prime shaded spots. The beach isn’t the best. The hotel remove the seaweed but it still gets a bit smelly and dirty. It’s also quite shallow - more a paddling beach than a swimming beach. Don’t expect pristine blue Caribbean water. Check the tide times online - they don’t alter the shore much but the water is much cleaner at high tide. We were in the Kids club but my main issue with this resort is that, for all its size, there isn’t that much for kids to do. The ice cream parlour and small splash park are fine for an hour or so, but other than that it’s a bit lacking. We have a 6 year old only child who likes to make holiday pals but, as mentioned, it really isn’t a good place for that and he was frequently bored which was a shame and the main reason we won’t return here. Overall we had a good time, but for all the size of the place we had hoped for a bit more variety in things to do on site. It was really our excursions that made our holiday - Chichen Itza, the Xel Ha Waterpark (brilliant) and the Pirate Boat in Cancun. We booked all these through Tui and the organisation was very smooth. If we hadn’t done these then it would’ve been a fairly boring holiday due to the lack of variety on site.