Villa Del Palmar Cancun Luxury Beach Resort & Spa - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

8367 reviews

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  Family-friendly excellence

  What an amazing resort - truly a tropical family paradise! We loved everything about our stay, the food was amazing, the beach is small but nice and private, the kids club staff are awesome, the pools are heated and excellent. There is nothing not to like about this place, truly exceptional service from all of the staff, clean and well-appointed rooms, etc. We did the all-inclusive option and it was awesome, that said, I think we can get an even better deal without it given that we don't drink that much alcohol. Still was just an awesome trip overall and kudos to the staff for making it great.

  Mar 28, 2025
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  Nice place, though, book at risk

  Hello, I want to first start off by saying the property, staffing was great. Now check-in and check-out were not great at all and has deterred me from staying here in the future. First off let’s talk about check-in. Check-in process should not take 30-45 minutes, and this goes for everyone checking in not just isolated to my experience. Room numbers were mixed up with other groups, and also if I book a room and it states check in is at 3, I should not have to wait till 5:30 to get my room. This is a waste of my day, and money having to wait for my room when half the day is done, also not fair when we have to check out on time which is 11 or we get charged another day, does not make sense, and is terrible service. Now let’s get to check-out. This was the worst check-out experience I have ever had, I just want to re-iterate that this property is a 5-star resort. I am paying for a 5-star resort. We should not be having check-in and out issues to begin with. I went to go check-out, which we were all on time for, so we could leave the property. As I am checking out I was told I owed a remaining balance on my room. This was incorrect as I paid a deposit pre-check-in and paid the remaining balance at the time of check-in. After some time of conversations with the front desk I was told someone with the same last name as I checked out earlier this morning and they did not pay their balance. Therefore, it was assumed by the front desk, since we have the same last name, we are related and so I was left with the payment. First off, this was a mistake my Villa Del palmar and they tried to pawn off their mistake on to another customer, which sound to be illegal. Continuing on, these are two separate reservations, so how could you move someone else’s payment to an unrelated reservation, because Villa Del Palmar made the mistake of checking out the guest without requesting complete payment of their stay. Also we had charges on our room that we did not make. Fortunately this was removed as guests through out the whole week have been having issues with unrelated charged to their room. After some frustration we had to leave to catch our flight, so I went ahead and paid for the room that did not belong to me, made from someone else, because we had the same last name. I will write a separate review on the website and urge my friends and family and hopefully future guests to avoid a place where they make you pay for other people’s rooms if Villa Del palmar, a 5-star resort, makes a mistake and makes guests pay for unrelated peoples rooms. Thank you.

  Mar 24, 2025
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  Not good customer service

  Horrible front of the house customer experience. They double charge uou even when you have all inclusive The fro t desk does not treat you well . Long wait lines to dispute charges for meals when you already paid for all I clsive. The staff of the resort is amazing, kind and hard working. I have spent every day at front desk disputing charges. The fro t office does not seem to care about clients. I excepted much more ... very disappointed ... still at resort and will write a new review when I check out

  Mar 23, 2025
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  Disappointed

  This resort is not what we expected. We booked a transfer with them and we paid for the private transportation 1-4 people. However we had to wait 40 minutes for the van when we arrived and we shared with other families who were dropped first in a different hotel. We tried speaking at the concierge about this issue, they were rude, not helpful and just said to contact the representative that Booked the transfer for us. We then send an email to her and till now she hasn’t responded. Also on our way back to the airport we also had to share and to wait for the other family of 6 people to check-out and board the van. We did not agree to this! It is our 4th time in Mexico, first in Cancun and we had gone to a lot of all inclusive resorts and this resort don’t have a lunch buffet so you either have to eat at the snack bar, or in one a la carte restaurant or have in room dinning service. Also it is not kid friendly, the pools are deep and not life guards. The hallway railings are very low that one of our friend kids was already climbing it. Our kids friends all got little welcoming bag with treats and souvenir from Mexico and our son did not get any, we asked 2 times and first we were told by the concierge that we had to pay $30 and that our friends had it on their package and the second person we asked at the front desk said it was included but when we mentioned my son did not get it then she replied you have to pay $15 dollars for it if it wasn’t included. Our room smell very strong of paint, we had to leave the balcony open all day when we arrived. You have to sign bills all the time for everything you order even-though is all inclusive, and you can leave the tip there which they will deduct on the $500 deposit you make at the check in. Make sure you ask for a detailed charges when you check out since our friends were getting charged for a bottle of vodka they never ordered. It is so disappointing, we were really looking forward since we love Mexico and we never had any issues like this before at the previous all inclusive resorts. The hotel is beautiful and small, the a la carte restaurants were amazing, and the staff at the restaurants and bars were really nice and friendly, however we will not be coming back to this resort based on our experience.

  Mar 22, 2025
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  Fun, Friendly & Exceptional!

  Alejandro & Jorge were the absolute best pool butlers! We can’t wait to return! They made sure we had everything we needed, took great care of us & were so fun! They have the best personalities for the job! Checked on us consistently throughout the days & always had a smile!

  Mar 21, 2025