Family Club Princess

Mexico , Riviera Maya / Playa del Carmen
PLAYA DEL CARMEN, Prolongacion 5ta Avenida Mz 20, Lote 006
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100 reviews shown

10/10

Exceptional

13 Oct 2025

Sajidur

Nice clean room and awesome service

Leisure Family_with_children

6/10

Pleasant

11 Oct 2025

Joseph

First room had roaches took a while but they finally after about 2 hours changed rooms they wanted to spray the room while we were in the room there was no way I was going to allow this and smell poison for our stay

Leisure Family

2/10

Poor

10 Oct 2025

Raylene

The moment you get here youre greeted by time share people that harass you on every corner about getting an invitation to go platinum. They ask for 600$ after wasting 2 hours of your morning. They do not stop , are very pushy and inconsiderate of your vacation time.

When you try to relax in your room people are constantly knocking on the door or calling all hours to ask really how youre doing. Room service isnt worth it and theres an upcharge for everything. Half the resort is under construction as well. If you have the family oass you cant even use the whole resort as its for platinum members

6/10

Pleasant

07 Oct 2025

Susana

Super friendly staff, well kept place. However, this is a family resort and although the rooms were super spacious, small old TV: every family that has kids know this is somehow important. Also, there are absolutelly no drawers! we have to use the iron board to put some of our stuff and it was a constant mess. I am aware of the low season, but no music in the pool? so that means poor entertainment, I guess low season guest are not important, no food around the pool either, just a buffet that you can't take food out of, and can't get in a bathing suit or wet.

Leisure Family

8/10

Excellent

06 Oct 2025

Melissa

This was my sixth time staying at the Princess, first time in the family club. As always, the staff was super guest-oriented and friendly. The resort was very clean. We ate at the family buffet, the main buffet, and four different reservation-required restaurants. Overall, we were underwhelmed by the quality of the food, especially as compared to the Platinum adults only resort next door. The food wasn’t bad in the sit down restaurants, but very under-seasoned. The service, however, was very good. Perhaps part of this is because the resort is undergoing renovations and some of the restaurants have been relocated.
All the staff was so great with our three year old daughter and very accommodating.
The biggest drawback was the resort’s partnership with Royal Holidays timeshare program. We were hounded about attending their meeting, which was promised to be a little over an hour, no pressure, no obligation, and at the end, we were promised Platinum privileges for the remainder of our stay. We met with Enrique who was extremely chauvinistic, rude, arrogant, and disrespectful. When we told him my husband and I met at work, he asked if I was his secretary, with a laugh (I make more than my husband ever did, thank you very much). He accused us of only attending to get what was promised to us, and repeatedly and rudely pressured us to buy the package offered. It was troubling that a company Princess partnered with (and had parked at their family club) would endorse such a company.

Friends_and_family Family

10/10

Exceptional

02 Oct 2025

Sasha

This was the first time staying at this resort. It was a trip for my child and I felt very safe just us. The staff was friendly the restaurant had different types of food and the scenery was beautiful all around with lots of picture opportunities. We loved the ice cream shop and the option of taking the shuttle to the main pool and beach. The room with swim out was amazing, clean and appreciated the added amenities like mini bar, sand castle toys, child body wash and toy, robes and slippers. I would stay here again!

Leisure

10/10

Exceptional

17 Sep 2025

Chantel

Family club and swim out was amazing ! Best week in an all inclusive resort

Leisure Family_with_children

2/10

Poor

02 Sep 2025

Carl

Our check in experience was HORRENDOUS!!!!! We were not able to check into our room until we agreed on a 90 timeshare presentation with the sales guy who threatened to take away our beach access, house keeping, ALL dining privileges and majority of our pool access that we PAID for unless we sat through the presentation- after confronting the resort manager she said non of that was true and apologized- do NOT fall for that scam! Also come to find out 50-60% of the resort is under construction so you already dont have access to what you think you are paying for through expedia!!! We called a couple hours after check in to explain how horrible the resorts condition were in to Expedia- they could not help us at all stating all they could do was to cancel the reservations but could not guarantee to help us get into another resort, and after 6 hours of flight travel with 3 kids in another country we could not rely on expedia helping us as they stated there were no options,We were stuck at this resort!!! The food was beyond disgusting, disappointing that left us sick! The amenities like the pool were gross and dirty with staff stating it will be better after renovations are done- we are still trying to work with expedia to be reimbursed for paying full price when majority of the resort was not accessible (pools, restaurants, beach access due to seaweed) I extremely, highly do NOT recommend staying at this resort!!!!! This resort needs to be shut down.

Leisure Family

8/10

Excellent

19 Aug 2025

azdren

It’s a good family friendly resort. However this time the lots of seaweed and smell was bad if you staying by the beach area. Away from the beach you don’t smell anything. Right side of resort is under construction and totally blocked off. Other than that it’s a good resort, good dining options, good buffet. Nice beach

Leisure

10/10

Exceptional

19 Aug 2025

Moyses

It’s the second time we stay in the hotel. We love it. 100% recommend. The only thing I would say is that in the room they need more plugs that are accessible to charge phone, iPads etc.

Leisure Family_with_children

10/10

Exceptional

13 Aug 2025

Dionata

Love it

Family

4/10

Poor

11 Aug 2025

Candice

We went to Cancun for the beach and there was zero beach access due to the seaweed. Whether it’s an issue in the summer or not this should somehow be shared prior to bookings. Super disappointing.

Leisure Family

10/10

Exceptional

09 Aug 2025

Martina De La

My 8 year old had a blast. She loved the toy Pirate, the food, the staff, the room, how beautiful the property was. We ate, swam, slept, relaxed and did not want to leave! Amazing, highly recommend!

Family

6/10

Pleasant

07 Aug 2025

Jose

The property is in remodeling

Leisure Family_with_children

4/10

Poor

02 Aug 2025

Rayna Lynn

Kid oriented

Leisure Family_with_children

10/10

Exceptional

01 Aug 2025

Mary Grace

We enjoyed the food, the Ala carte & the show every night. Lots of activities everyday.
The staff are awesome & they make sure we’re ok.

Leisure Family_with_children

10/10

Exceptional

01 Aug 2025

Alondra

My kids has a blast.

8/10

Excellent

30 Jul 2025

Ana

Staff was very helpful professional and friendly

Leisure Family

8/10

Excellent

28 Jul 2025

rafael

Property was under construction if i knew this i would've went somewhere else. Wish they let people know. Other then that staff was helpful.

Leisure Family

10/10

Exceptional

27 Jul 2025

Verified traveler

Loved it!

Loved the hotel. Staff are exceptional. Grounds are lush and beautiful. So much wildlife. Food was plentiful and varied. We will definitely be back!

Friends_and_family Family

8/10

Excellent

26 Jul 2025

Joshua

The beach area was not clean at all, unable to get in the water. The resort itself was wonderful.

Leisure Family

6/10

Pleasant

20 Jul 2025

Dustin

This resort is meeehhh. Nothing seemed special except the wildlife. We decided to spend most our time away from the resort.

Leisure Family

10/10

Exceptional

18 Jul 2025

Maria

This place is amazing! We went as a family and I loved how they had a little bit of everything for every age range in the Princess Family side of the resort. The rooms are very spacious and clean. Food is so good with different themes every day. Different buffets to try. Really liked how they had activities for the kids throughout the day and the kids pool section was super close to our room! Highly recommend, and would book here in the future for sure!

Leisure Family_with_children

4/10

Poor

13 Jul 2025

Shiela

The property was a nice place to stay. However, no where to do laundry. Great pools though. The food was horrible. Every single place. If you’re a foodie then this is not for you. Staff was nice.

Leisure Family_with_children

6/10

Pleasant

09 Jul 2025

Sherri

It was ok. They are very pushy trying to get you to become a privileged member. I would not go back.

Leisure Family_with_children

6/10

Pleasant

08 Jul 2025

Julia

Wasn’t very accommodating for a big group traveling together that wanted to eat a dinner together for a birthday celebration. Not a lot to do. Had to shuttle (pay) to town to eat good.

Leisure Family

2/10

Poor

04 Jul 2025

Jeannette

No connecting rooms

2/10

Poor

04 Jul 2025

Taylor

We were not told the property was under construction and the food was not good.

Leisure Family

6/10

Pleasant

02 Jul 2025

Nelly

The room was not as pictured, it was definitely older than we expected.

The staff was okay for the most part, but 2 staff members in particular were really rude to us for having triplets.
One of them was the train driver, his name Bernabe who didn’t want us using our stroller. He made a comment along the lines of people being so insensitive bringing big A$$ strollers into the train. I told him my husband and I were outnumbered, and if I had only one child, I would not be bringing a stroller; but we have triplets. On top of that he was blocking us from getting on the tram.
The other member was from the family club who spoke too fast and wasn’t flexible to us regarding the hours. Yes, we went 18 mins before closing, but she said she needed that time to clean, she had a lot of attitude towards us. Definitely not appropriate, her coworker was a lot more understanding and let us play for a little bit, we helped clean up the toys.

Everyone else was very nice and attentive to us.

On the first day they wanted us to get a “free” VIP breakfast and gift, it was a waste of our time. They wanted us to buy shares. They were very annoying, especially knowing we went for vacation not for business. There was also nothing VIP about the breakfast.

The food was mediocre at best.
Lots of reconstruction, which meant a lot of walking and nothing in between point A and point B. Although the wildlife did make up for the long walk in between.

Creeps in the kids pool & no security.

Leisure Family

10/10

Exceptional

02 Jul 2025

Maria G

It’s all inclusive which I enjoyed. It is very family friendly. They have an ice cream shop inside the resort with unlimited access. The food was good. They always have activities going on thru the day. Would definitely come back.

Leisure Family_with_children

10/10

Exceptional

01 Jul 2025

Blanca

Absolutely loved our stay at Princess Riviera Fam

🌴 🌴

We had such a great experience — from the moment we arrived, everything felt welcoming and family-oriented. The kids' pool was a big hit with my son, and the ice cream shop was his favourite treat every afternoon 🍦😊. The food was amazing, with a great variety and delicious flavours every day.

A special thank you to the Family Club team — Víctor, Araceli, Elizabeth, Isaac, and Remigio — all of whom were incredibly attentive and kind. They went above and beyond to make us feel at home. We even had a lovely birthday celebration for my husband, which made our stay even more memorable 🎉🎂.

All the staff were friendly, especially with my little boy — always greeting him with a smile and making sure he was happy. The small touches and warm service really made a difference.

Highly recommend staying here with kids — everything is tailored for families and you’ll feel the love from everyone around 💛.

Friends_and_family Family

10/10

Exceptional

28 Jun 2025

David

Great service

Leisure Family_with_children

10/10

Exceptional

28 Jun 2025

Ramon

Everyone was very friendly

Leisure

6/10

Pleasant

23 Jun 2025

Altynay Akylbekova

The hotel is huge and amenities are very limited. The staff greets you with selling their timeshare versus showing what hotel has to offer. So it’s hard to know where to go which direction or what food areas are there or even to find bars/drink stations. There is only one elevator at the building in family section so the distance to walk is pretty far. I wouldn’t recommend to parents with strollers to go as it is a hastle and very hard in heat. I choose this hotel for family kids mainly but the kids club is only from ages 4 and up. Kids that are younger didn’t have any activities before noon. Everything is from 1-4pm which is inconvenient. The beach is covered with seaweeds so no beach either only pools are the entertainment. The forest around the hotel is nice lot’s of animals and wild life. Food quality in the family buffet is just horrible. It seems like they put leftovers in there from prior day or something. The only one buffet that was good is riviera buffet. The food choices are same in each buffet with slight variation. Reservations in the restaurant was hard to make if you come in on weekends because everything gets booked 3 days in advance. But even with that the restaurants are not so busy. The service is better at some places, food is okay. Overall I probably would pass on this hotel in the future, because of its size and not much to do other than pools and greenery.

Leisure Family_with_children

8/10

Excellent

21 Jun 2025

Carlos

The rooms were great and the AC worked very well. The jetted tub was nice. It was helpful to have multiple restaurants throughout the resort. The food was hit or miss, not terrible but not great. We loved the ice cream parlor. There was a good variety of pools. The beach was horrible. I'm not even sure it was open because of all the sargasso. It smelled really bad too. We would consider staying here again, but may check out other options first.

Leisure Family

4/10

Poor

17 Jun 2025

Fredy

We stayed at the Family club in the resort. It’s nice and clean, good was decent (except room service). Staff was great, but This is the first time I stayed in all inclusive resort that’s not all inclusive when it comes to food after a certain time. After 10:30 room service is not free! That’s a bit complicated when traveling with a 2 year old like I do and because of different time zones kid is waking up at 11 asking for food. Hence why I had to order room service and food was sub par. Also there is also a resort fee for daily stay at the resort which I didn’t know until I was checking in and half the hotel is under renovation that limits pools and entertainment. Entertainment was lacking.

Leisure Family_with_children

10/10

Exceptional

14 Jun 2025

Hebler

Place was nice ,very clean. Workers very friendly. Very nice place. I will go again.

Family_with_children

10/10

Exceptional

06 Jun 2025

Genadi Vasilev

Friendly stuff, and good rooms.
The food could be slightly better. Being at the sea, I was expecting more sea food, especially varieties of fish.

10/10

Exceptional

05 Jun 2025

Jaclyn

This was our 8th visit, and although the VIP package which was previously honored was not this time, it also didn't change my review. We have been many times; the renovation was similar to traveling here during covid. The only thing I would say could be re-evaluated is the evening show. The theater is really an amazing spot for patrons and performers and although outside was ok for some, people who are older or with limited mobility had an obvious hard time enjoying. One night it rained, and the show was moved to the disco club, which was a bit chaotic but manageable. Its seaweed season beach was as best as the hard-working staff could do. The new taco station by the beach bar was a great idea. There was a noticeable decrease in wildlife from previous visits. The staff all were kind and worked hard. It would have taken some strain off the bar tenders to have 2 or more at the swim up bars at all times but still wait time wasn't long. Check-in was efficient and pleasant. Our room was clean and ready for our stay. Overall, we would return again.

Leisure Family_with_children

10/10

Exceptional

29 May 2025

Joao Henrique

The staff were very friendly. Food was superb. Pools were super clean. Everything was accessible. I will visit again :)

Leisure Family_with_children

4/10

Poor

21 May 2025

William Fred

Very disappointed with resort. Came here last year and had a great time so we decided to come back this year. When we booked we were not told that half the resort was closed down and there would not be as many restaurant's and bars operating as last year. One main buffet instead of two, sports bar closed, but moved to a make shift room with some TV's hanging on the walls and a bar, sort of bar you would find at a 2 to 3 star resort. some restaurants closed, so your choice for eating at specialty restaurants was limited, if you could get a booking !. No air-conditioned Theater, had to sit outside around a make shift stage in above 30.c to watch the shows. no bars in that area, you needed waiter service to get a drink, along with a few hundred other vacationers. When we complained we where told Expedia was to blame for not telling us about the renovations, but we told them it was their site we looked at before booking, and it was still posting everything was operating as normal. when you get there you are given a map of half of the resort, that's when we knew we had been misled by the resort and the travel agent. If you are looking to book this resort I would think twice about it. Our vacation which our family (2 rooms) was looking forward to for months was a complete disappointment. They should at least refund a portion of our money because this was not the resort as advertised. If we had known about the renovations we would not have booked this resort.

Leisure Family_with_children

10/10

Exceptional

19 May 2025

Hardik

Nice staff and facilities. Must try out

4/10

Poor

19 May 2025

Latif

The food and service was poor, would never visit again.

Leisure Family

2/10

Poor

18 May 2025

Eduardo

It was unfortunate to find out until we arrived that the hotel was undergoing major renovations, half of the hotel was closed, making all the amenities smaller in size and too crowded even for the time of the year. For the same reason the service staff provided a subpar service, creating confusion with reservations and simple requests.

Leisure Family_with_children

4/10

Poor

12 May 2025

Jorge

We come here at least twice a year but this year the property is under construction and most of the restaurants are closed. The ones that are open hardly function due to multiple restaurants sharing one single kitchen.

They don't tell you this before booking so this feels like a bait and switch. They don't lower the rates and they don't compensate anything once you find out half the resort is closed.

That and the seaweed is horrible. My wife and daughter had a reaction to the seaweed so none of us got in the water anymore.

Also don't sit on the fiber glass balcony chairs unless you want to get fiber glass embedded into your legs and back. They changed the chairs once we told them about the issue but they must already know the chairs are being decayed by the sun

Leisure Family

10/10

Exceptional

09 May 2025

Luis

Good

Leisure Family_with_children

4/10

Poor

26 Apr 2025

Ekaterina

I’ve been using Expedia for over a decade. However, this was my first extremely unpleasant check-in experience. We were told at the hotel that we need to pay additional $375 for our kids apparently Expedia didn’t process the booking correctly although I had a booking confirmation for 2 adults and 2 kids. After a week long back and forth with finger pointing Expedia denied our request for refund. Please be aware of a possibility of this extortion when booking this hotel.
The resort itself is maintained but definitely outdated and shabby. Food was Ok. The territory is massive so be prepared to walk a lot. The shuttle between the lobby and the beach is very seldom.The beach is very nice and actually was the highlight of the trip. Kids club hours are odd. 3 hrs on the morning and 2 hrs in the afternoon. The stuff was friendly and welcoming.

Leisure Family_with_children

6/10

Pleasant

20 Apr 2025

Verified traveler

Disappointed by the Lack of Cleanliness, Quality,

I stayed at Princess Family Club Riviera All Inclusive with my family, and unfortunately, it didn’t live up to expectations. The resort looked worn down, with visible damage around the beach, pool, and buildings. Our room was dusty, had stained walls and mattresses, and wasn’t properly cleaned before our arrival. We checked in at 3 PM, only to enter a dirty, smelly room. Thankfully, I brought cleaning supplies and requested new towels and pillowcases.

We were disappointed that room service wasn’t included, even though we paid for an all-inclusive package. Other resorts we’ve visited offer more flexibility, but here we were told we couldn’t bring food back to our room—an issue for my elderly mother who struggled with the long walks to breakfast.

Food lacked variety and flavor, especially for those avoiding pork and red meat. Drinks were watered down, and higher-quality alcohol had to be requested. Calling the front desk often took 3–4 tries. One staff member even questioned whether my sister was a guest, despite her wristband, which was unprofessional and frustrating.

Entertainment was limited, though the silent dance party was fun. We were constantly approached about buying into the resort chain, which became overwhelming. While we made the best of it as a family, I wouldn’t return or recommend it in its current condition. This resort has potential, but major improvements are needed.

Friends_and_family Family

10/10

Exceptional

17 Apr 2025

Lisa

This is a great resort for families. We were traveling with our grandchildren and they had a wonderful time

Leisure Family

6/10

Pleasant

14 Apr 2025

Jonathan

The Riviera is a really nice property. It’s geared towards families, especially is you stay at the Family Club. Be prepared for long walks, as the resort is huge. Our swim-up room was nice, but dated.

We loved the evening entertainment. They clearly put an emphasis on the quality of shows and performances. However, the food situation was underwhelming. The buffets were fine, but the a la carte restaurants were disappointing. They should have more daytime snack options, like other resorts, were you and get tacos, pizza, and other snacks, at anytime.

Overall, the resort is fine, but there are many flaws.

Leisure Family

8/10

Excellent

12 Apr 2025

Sandra

Bartenders some good some rude
Over all staff great

6/10

Pleasant

12 Apr 2025

Emanuel

My wife and I traveled with two toddlers (2 & 3). We rented a car and it was an easy drive to the hotel with plenty of parking. Overall it was a nice stay for 4 nights. However, there were a few cons that make me hesitant to visit this specific hotel in the future:

Cons:
-For us, the hotel felt too large. Family club is on one corner for the property while the beach is on the exact opposite side. About a 15-20min walk from lobby to beach.
-Pools were almost too cold
-mininum age of 4yrs old for family club activities. Wish we would've know this ahead of time. We were looking forward to different activities with our kids at the family club such as loteria, pinata, etc.
-Limited buffet option at family club buffet
-Rooms smelled and felt humid and moldy
-Not treated the same as English speaking only guest. We are fluent spanish speakers. On a handful of occasions we felt that staff would treat english speaking-only guests more attentively than they would us.
-annoying being chased down every day by someone \"offering\" extra perks to sit through a timeshare talk. Dont join the vacation club.
-Poor wifi. Would constantly disconnect. Have to pay for premium wifi

Pros:
-free stoller rentals. This was definitely needed especially with two toddlers and such a massive property
-the a la carte dinners were delicious!
-great kid pool with slides
-overall friendly staff. Our server from la vaqueria restaurant was fantastic. Wish i remembered his name but it starts witha B.

10/10

Exceptional

11 Apr 2025

Jessica

The grand riviera family club was amazing we had a blast

Leisure Family

8/10

Excellent

10 Apr 2025

Abbey

Great spot for families. Very family friendly with fun options for young kids. Food was always good with something for everyone. Pool facilities were great, beach was nice if a little crowded with chairs, but kids still were able to have fun in the sand and swim in the ocean.

Leisure Family_with_children

8/10

Excellent

09 Apr 2025

Princela

I did not like being hounded for a timeshare opportunity. One of the workers was relentless. However, everyone else was a delight, especially at the swim up pool.

Leisure Family

6/10

Pleasant

07 Apr 2025

Andrei

Family club was dated and getting updated in May 2025 however I don’t think the price reflected the condition.
Staff was excellent, helpful and courteous.

Leisure Family_with_children

10/10

Exceptional

06 Apr 2025

Jonathan

EXCELLENT family and kid focused property. We stayed at the princess family club side and the kids pool was amazing as well as the kids buffet option and ice cream shop. The shows were great. With that being said, they had lots of options for the entire family at the main pools etc.. and lots of friendly staff, buffets, restaurants and more! Highly recommend

Leisure Family_with_children

10/10

Exceptional

04 Apr 2025

Tony D

A lot of food choices for family, family activities.

Leisure Family

10/10

Exceptional

01 Apr 2025

Stephen Corey

Great family oriented all inclusive. Lots to do within the resort, and close to a ton of cool adventures. Would definitely go again!

Leisure Family

8/10

Excellent

31 Mar 2025

Harold

Great pools

10/10

Exceptional

24 Mar 2025

Jagjit singh

Perfect for family vacations....

Leisure Family_with_children

8/10

Excellent

23 Mar 2025

Paolo

Food was great,

10/10

Exceptional

21 Mar 2025

Deborah

We stayed at the Princess Family Club, but you have access to all areas and ammenities of the Grand Riviera Princess. We went with our 3 year old granchild and he had a blast! The Family club has a pool for small kids, a playground, a kids club and a restaurant, all with Pirates theam. They also have an \"Heladeria\" (icecream shop) decorated as in the 50's that was a great addition to our stay. To get to the beach it's a long walk, but they have carts that take you and are part of the fun for the little ones. The pirate restaurant it's very cute and although it's smaller than the restaurants at the Grand Princess, they had many options and all the food was very tasty. It was perfect for breakfast before the beach. There is a bar at the beach and they have que kiosko too where they serve simple food @ 12.00 pm for those whe want to stay longer (burgers, hot dogs, french fries, etc). The big pools of the Grand Princess are very close to the beach, and they have a buffet restaurant for lunch that opens @ 12.30pm. They had an offer that you pay 15.00 usd per person per day and they give you access to the Platinum Club. We took this offer and were very happy to do it. They have a lounge with delicious sandwiches and coffe and drinks, the pool is small but private and it was perfect to relax during our last day. It also includes free room service 24hrs and a private area at the beach with drink service. The beach was not the best (but being originally from Cuba, we are spoiled)

Leisure Family_with_children

10/10

Exceptional

12 Mar 2025

Sarah

Loved the a la cartes and how they had gluten free options at all of them.

Leisure Family_with_children

8/10

Excellent

10 Mar 2025

Holly

This place was very family oriented the kids did not have any issues playing with other kids. The food in the princess family club buffet was not the best. Very dry over cooked food. The snack Rivera is where I would recommend going to for food.
A few safety things I would recommend would be making sure all patios have the lock on, not every room does. Thankfully ours did but my mom’s did not. Another thing I would suggest for the company would be to put a chain lock higher up on the door. Young kids can easily get out when they should not be. Overall was a great vacation!

Leisure Family_with_children

6/10

Pleasant

20 Feb 2025

Nakul

We stayed at Princess family club for 7D/6N and this is not a 5 star property by any means. The rooms were clean but showed their age. The staff is welcoming but the reception is rude, when I tried to look for the manager the reception staff behaved as if they don't know her. We were informed that our rooms were not ready after all the check in formalities were completed neither we were offered any welcome drinks.
Although they have different cuisine every day but the taste at the buffet is bland. The ala carte restaurant are hit or miss We liked the family club and kids activities. There are bars all around and the bartenders are generous.
Go if u get a good deal otherwise give it a pass. We are not coming back.

Leisure Family_with_children

10/10

Exceptional

15 Feb 2025

Pierre

We loved it. Service/food/entertainment was amazing, the only thing I wished was that they had 24 hr (our at least the majority of the day) snack bars where you could take the food out of the buffet - if you want a late night snack, you have to use room service which you have to pay for.

Leisure Family_with_children

10/10

Exceptional

15 Feb 2025

Luis

Nos encantó. La verdad es un hotel muy completo. Muchas actividades pasa niños. La comida estuvo riquísima.

Friends_and_family Family

6/10

Pleasant

04 Feb 2025

Olga

The grounds of the hotel are great - very spacious, lots of different pools and entertainment for kids, nice beach.

The hotel itself was very dated. When we checked in there was a leak from the ceiling in our room - the plaster had come down and the floor was flooded. It took a very long time to get hotel staff to sort it and move us to a different room. We were exhausted from a 12h flight and our kids were asleep in the corridor while nobody seemed to be in a rush to help. Eventually they moved us into a room next door without any apology. Shame, as it left a bitter taste from the start of our stay. There was a very bad smell in the bathroom which got worse the longer we stayed. I think it's due to old facilities as it wasn't dirty per se.
The food in the buffet was poor, although there was a lot of choice. Breakfast was usually good but other meals less so. Not loads of choice of vegetarian meals, apart from fresh salad. We tried a few restaurants but the food quality wasn't fantastic and we couldn't get early bookings as everything was already fully booked, and couldn't go too late with children, which meant we had to do buffet dinners most nights.
This was our first time in Mexico, so we didn't know what to expect, but having then stayed in an apartment in town and tried many regular restaurants we soon realised just how amazing food in Mexico is and how very average it was in the hotel, unfortunately. Not very authentic, and not overly fresh.

Leisure Family

4/10

Poor

04 Feb 2025

Maria

The staff are amazing!

Leisure Family

8/10

Excellent

04 Feb 2025

Robert

Was ok. But found cockroaches in the room so the quickly moved us to another room and the same thing. Never got a good sleep the whole time I was there. Good staff. Ok food

Leisure Family_with_children

4/10

Poor

23 Jan 2025

khoa

Roaches in their Room & not a quick walk to the be

They had roaches in their room, 1 was stuck in the map on the door & we killed 5 more on the floors. We didn't feel safe leaving our luggages open. We paid for family of 5 correctly on hotels.com & then they made us pay more & the differences of adult price for our 17 years old child vs accommodating/waiving the extra fees with their infested room 31133 & us paying correctly on hotels.com. We paid over $800 for that night. Not worth it, not an easy walk to the beach, everything is far. Staff were not accommodating or kind. Food was ok. The resort on the outside looks grand & beautiful & tailored for kids & family but didn't give our family a great experiences.

Friends_and_family Family

4/10

Poor

21 Jan 2025

Verified traveler

Way too expensive hotel with tasteless food and slow service. Our first room had mold in it and smelled terrible. It took a full day for Them to give us a New One (so we had to sleep in the smell and mold). I really expected more - it’s a 5 star hotel!

Friends_and_family Family

6/10

Pleasant

18 Jan 2025

Ruslan

Princess family club building is very close to some kind of industrial fan that is very loud during the night. Ventilation/ AC in the room is very old, smells and loud too. Beach is very rocky and it’s hard to get into the water, they do not clean passage. And you have to ask about service.

10/10

Exceptional

09 Jan 2025

Janice Elfreda May

I would like an information booklet on check in. No idea what and where everything was. Had to call the desk too many times to find out about laundry process etc.
Also the booking of the special restaurants was a nightmare process. Always seem full every time we went in to the app to book. Wishing there was a desk to line up for booking. We where there for 2 weeks and the buffet became to repetitive, same items. Towel process for the pools and beach was also a nightmare. First week no problem, just picked up our towels on way to pool, 2nd week needed to have a card from the concierge or sign out the towels. Crazy why the change. Laundry was pricey, and would have liked to have washer and dyer for doing it myself. If not in the room than in an public area.

8/10

Excellent

08 Jan 2025

Markku

Really easy place for family with small children

Leisure Family_with_children

6/10

Pleasant

07 Jan 2025

elia Michelle

the rooms were clean. We received our room service and needs fine. However, the service crew were unpleasant. Always ugly face and an attitude. the family club side was super nice and great. The pirates buffet was super kid friendly. The buffets all had the same food. they had different food daily, but al lthe buffets had the same.

Leisure Family_with_children

8/10

Excellent

01 Jan 2025

MERCEDES

Dinning was a major problem. The buffet were not efficient in serving and too often the the dishes were empty. Seems like there are not enough personel in the kitchen. There were nights when I did not get any entree to eat. You are very cheap and inefficient about food.
I will not recommend your resort based on the terrible dinning.

Leisure Family_with_children

4/10

Poor

28 Dec 2024

Emil

The pros: beach, very nice beach. The cons: cold water in all the pools, not one jacuzzi, no slides for the kids(well they have one but only at the kids club). Kids club is empty for my 9 and 11yo to be used in the teen club. There were some smaller kids in the kids club. Food is the same no matter which buffet so I was not impressed by the food. No mango slides anywhere, sea food barely there. So that was not impressive. Some toilets are disgusting. Oh, and all the toilets have that push button and I hated it so much. Even the room ones had push button but worse, from the side and hard to press. I will not go to this again.

Leisure Family_with_children

10/10

Exceptional

27 Dec 2024

olga

we liked that it was kids friendly, lots of different pools, fiod was great.

Leisure Family_with_children

10/10

Exceptional

27 Dec 2024

Kimberly

Nice

Leisure Family

8/10

Excellent

25 Dec 2024

Vadim

Overall good, but we won’t be back here.

Overall good resort and that’s why we came back here second time. Will we come back again? NO.Few things got changed here not for the better but worst. Read my complete review if interested to hear our family's story.

Friends_and_family Family

10/10

Exceptional

25 Dec 2024

Ignacio Graciano

Everything was wonderful.

Family

4/10

Poor

15 Dec 2024

Mallory

Room smelled like mold

Leisure Family_with_children

8/10

Excellent

13 Dec 2024

Sarah N

We had an amazing time here at the Princess Family Club. Staff was nice, food was decent, lots of different places to eat and swim, the beach was sensational! If you don't like to walk this isn't the place for you. We walked a LOT. There are shuttles that can transport you around. But it was perfect for us and our 8 year old. The wildlife is so neat here, too! We will come back again for sure.

Leisure Family_with_children

10/10

Exceptional

02 Dec 2024

Alena

We enjoy staying in the Princess, all was amazing.

Leisure Family_with_children

10/10

Exceptional

01 Dec 2024

Jeffrey

Have nice for family vacation

6/10

Pleasant

25 Nov 2024

Verified traveler

Menos de lo que esperas,lo salvan ciertos detalles

El hotel definitivamente no fue lo que esperábamos, a la llegada la chica de recepción grosera y mal encarada, no respetaron la habitación solicitada, no pudimos solicitar un carrito de bebé por que no había concierge, los horarios de comida horribles y super cortos, llegamos 4pm y nisiquiera el restaurante de snacks estaba abierto por que según estaba en mantenimiento, mis hijos con muchísima hambre después del viaje, instalaciones viejas y notoriamente mal cuidadas en el área dónde nos hospedamos fachadas con moho, un colchon de la litera con las sábanas manchadas como si se hubiesen orinado, el mismo que nos apoyo a cambiarlas, nos dijo que a veces como el huésped anterior “no las usó”, dejan las mismas y no se cambian, el area de niños con juguetes viejos, sucios y rotos (carritos sin volante, area de supermercado averiada, no le permitieron a mi hijo integrarse a las actividades por su edad “3 años” y en el horario que podía hacerlo “family time 1-3pm” las chicas, totalmente desentendidas y apáticas, ni por error los voltearon a ver, total desilusión). Los restaurantes de buffet todos monótonos con comida similar y diario casi lo mismo, las bebidas malas. Lo bueno… los restaurantes a la carta muy buenos, en cuanto a sabor y porciones. Las albercas sumamente limpias y muchas. Toallas todas las que solicitarás y en excelente estado, blancos de muy buena calidad. Los detalles de cortesía muy lindos, kit cubetita y palas para la playa, bolsa de playa. Cool las batitas infan

Friends_and_family Family

8/10

Excellent

17 Nov 2024

Jenny

Wonderful staff and the family club was perfect for kids 0-10! Would gladly return. One suggestion would be a daytime snack/dining option for family club as my kids were so tired and hungry in the evenings (ages 3&5) that they barely made it to the 6pm buffet opening time and we had to go to the main resort sport bar to get them food before the buffet opened.
But this place was excellent and so nice to have so many families near by and swim out room was fantastic! Thank you all

Leisure Family_with_children

8/10

Excellent

17 Nov 2024

Liubov

We loved the themed restaurants and huge territory. Great services, however some staff need to be trained properly. Additionally, we were denied in breakfast to go when we checked out at 5 am to the airport

Leisure Family_with_children

6/10

Pleasant

13 Nov 2024

Ania

Good was terrible, no flavor, same thing everyday. Hotel is ok, nothing special. Very far from the beach. Have to take the shuttle and wait for it. Not very convenient. I would not come back to this hotel.

Leisure Family_with_children

8/10

Excellent

12 Nov 2024

Jeffrey

Check in was incredibly long and we were left on our own to find our own room

Leisure Family

10/10

Exceptional

10 Nov 2024

Daniel

Superbra hotell . vi älskar princess

Väldigt stor resort. Vi upplevde hotellet som väldigt bra och lyxigt. Vi bodde på family club delen som tyvärr låg längst bort från stranden, så fick åka små \"golfbilsbussar\" till stora poolen och stranden. Man kunde såklart gå också, men tog ca 8min. plus att när man har små barn orkar de inte. Barnpoolen med splash fanns nära rummet men tyvärr var det så hög ljudnivå av vattnet att vi inte ville vara där så.mkt. vi har 3 barn och den äldsta som är 9 år var för stor för splash poolen. 7 åringen tyckte det va kul men vill ha djupare pool. 3 åringen vågade inte va där pga att hon inte vill ha vatten i ögonen. Vi bodde på andra våningen. De som bodde under oss hade direkt tillgång till pool från rummet. Så man kunde gå till den avlånga poolen om man ville bada djupare där..Men kändes konstigt att bada utanför någons rum så det gjorde vi aldrig. Hade önskat att familjedelen var lite närmare stranden. Vi gick förbi villadelen och där hade man velat bo hellre. det var växlighet mellan main pool och stranden och lite avstånd. så man såg inte havet från poolen. Solstolarna ingick för hotellet. Vi betalade extra för platinum då fick man använda solstolarna med tjocka madrasser. man fick även tillgång till VIP poolen. men var rätt liten och inte så kul för barnen..så vi va aldrig där. Fanns många poolbarer.👍 och flera pooler. 👍 Maten var jättebra på bufféerna och de andra restaurangerna vi besökte var superbra. rummen var väldigt rymliga och bra för oss med 3 barn. vänlig personal.

Friends_and_family Family

10/10

Exceptional

08 Nov 2024

Alex

We liked everything the room service was good and very clean around the resort area.

Leisure Family_with_children

6/10

Pleasant

07 Nov 2024

Bhikhu

Average

Family

6/10

Pleasant

07 Nov 2024

Yusleidi

Mientieron con el servicio de la habitación

Family_with_children

10/10

Exceptional

07 Nov 2024

Deyan

All the staff is amazing.

The property could use some cosmetic work and maintenance - I hope they plan on it in the near future.

The food was good. The Sushi restaurant though served the same sushi they had at the buffet and was not worth making the reservation to go there. The desserts could use a little improvement, but that kept us from gaining too much weight on our vacation. :-) The French Restaurant was our favorite - would definitely recommend. Overall, the food was good.

Overall, great value for the money we spent. The resort is very nice and clean. And, the staff is really amazing.

Leisure Family_with_children

8/10

Excellent

06 Nov 2024

Robert

Our second time this year at the property. As a family unit with young kids it’s great for everyone! Although what I really didn’t like is all the smoking and vaping everywhere we went. Even though there were smoking areas and signs saying no smoking people weren’t respectful and nobody enforced the rules it was disappointing. Adults were smoking in the pools even! And one of our last nights there at la fondue a few tables over a man was consistently vaping at his dinner table with zero respect for the other tables around with young children. Also we had a few bad experiences at the reservation restaurants. Being ignored by the waiter and at one point after waiting a 1.5 hrs for our food we had to leave and go to a buffet.

Leisure Family_with_children

10/10

Exceptional

27 Oct 2024

Christina

Party of 7, teenagers. Rooms were clean, plenty of activities. Would recommend!

Leisure Family

10/10

Exceptional

21 Oct 2024

Luke

Great place to stay