Platinum

6/10

Pleasant

14 May 2026

Lisa Ann

We stayed at this property about six years ago and it was lovely. It has declined since that time. The service at the buffet is extremely poor. Good luck getting a refill on some water or coffee. The buffet food is average. While the hotel advertises that it has four restaurants, during our stay, only two were open each night. One of them was terrible and the others were average. The service in the restaurant is better than the service in the buffet. The bartenders at the pole bar in the quiet pool were excellent and did a great job and the drinks were delicious. The overall maintenance of the property is very poor. There are many broken loungers at the pool, and they do not clean the chairs and tables each night after the pool closes. Further, there are several areas where there should be reflecting pools, but they are empty, so instead of beautiful surroundings, it looks terrible with plumbing exposed. Also when we were visiting (early May) the beach is unusable due to seaweed in both the water and the beach, which also results in a terrible smell.

Family

4/10

Poor

14 May 2026

Dylan

Our stay was very mid. Disappointed about the beaches not being able to be used due to seaweed. Food was a huge hit or miss. Not much going on at the resort. Things closed earlier than advertised. It was a bummer. Staff was mostly friendly but we did encounter some that were not, but not rude.

Friends

8/10

Excellent

14 May 2026

Jennifer Lee

Food is always great, never go hungry. Whole hotel in spotless.

Partner

10/10

Exceptional

13 May 2026

Rosalyn

Yes

4/10

Poor

11 May 2026

Bruno

Pros:
Clean property
Helpfull and friendly staff

Cons
-Room was outdated, damp, mouldy and had rust all over
-A/c cannot be adjusted to your comfort settings. 22 degrees centigrate is the lowest you can go, making the room extremely hot
- platinum status is a hoax . Save urself some money and just get deluxe
-if you have a problem , concierge wont care
- half the restaurants are closed.

Partner

4/10

Poor

11 May 2026

Steven

The sheets, the pillows and the towel had a damp musty smell.
When we asked for extra towels we were told they could only give out so many per day

The food was just fair, there no night life

Friends

6/10

Pleasant

11 May 2026

Nattalee

This hotel is no longer a five star furniture in rooms are old and need to be updated. Staff were friendly and tried their best to help. Most of the restaurants were closed in the week out of five only two would be opened.

Partner

10/10

Exceptional

10 May 2026

Quincy

The resort was amazing! Me and My Wife had a good time. The swim out pool was our favorite thing about our stay and the room service. Only issue is that our bath tub was a little dirty/rusty so we weren’t able to use it. The food was a 7/10, and the service from the waiters and waitresses was a 10/10. Weather our entire stay was PERFECT! Definitely have to put on sunscreen, the pool water feels like bath water. The Swim up bar was another highlight at the resort that we really enjoyed. Overall, this vacation was well worth it and each day got better and better. Can’t wait to come back!

Partner

10/10

Exceptional

09 May 2026

Destiny

Some pools could
Be cleaned more
But cool vibe

Partner

10/10

Exceptional

09 May 2026

Clariza Adakwu

Loved our stay. Huge rooms. The resort was at 55% capacity so it was nice and empty at the time

Friends

6/10

Pleasant

09 May 2026

Senad

No beach . Like 0 beach. If you like the pool. Its good.

10/10

Exceptional

08 May 2026

Bobbie-Jo

Was a wonderful resort with really good food and excellent people to deal with only downside was the beach and the sea seaweed which was not the hotel’s fault

Family

8/10

Excellent

07 May 2026

Kimmy

The hotel was definitely older. Some maintenance needed to be done. Loved how you could go to the sister resorts and use their amenities as well.

Friends

8/10

Excellent

06 May 2026

Gregory

The sister resort next door has way more food options. Pool deck is very rough and needs resurfacing, bring appropriate footwear. Beach front was washed away. Not much sand area and first 20+ feet of ocean is very rocky.

Friends

8/10

Excellent

06 May 2026

David Gordon

The beach is very disappointing. Not much beach area left and it was unusable due to the large amounts of Sargassum.

Partner

8/10

Excellent

05 May 2026

Ruben Cisneros

We are a hispanic couple and we noticed that some of the staff wasnt as nice as they were with the americans there. At Aroma restaurant my husband asked for a beer 3 times, never got it. We ended leaving that restaurant and going to another place, reservation for one of their restaurants we were unable as well, we were surprised that another couple that were white Americans and were on line behind us they were able to get in, they told us later at the dancing bar. They asked us how come you guys didnt get a table when they did. Besides that, not everyone was like that, there were also a lot of friendly and attentive staff that were incredible, but issues like the ones i mentioned did make me think if i would recommend it.

Partner

8/10

Excellent

05 May 2026

Joey

Great experience.

Friends

8/10

Excellent

04 May 2026

Fabian

Clean with helpful and friendly staff

Partner

2/10

Poor

04 May 2026

Luis A.

Upon arriving the place seemed okay and clean. After unpacking we started noticing different things that were just not ignorable. Food quality 3 out of 10. Property was 3 out of 10. Outdated and our room jacuzzi didnt hold water and also leaked from supply lines. Never got to use and I even called to get serviced. Staff was not really helpful at all amd couldnt explain excursions fully and properly.

Partner

8/10

Excellent

04 May 2026

Althea Lane Barona

Hotel is very nice, lots of pools and very good food. Staff is also very nice. Only thing to note some of the chairs by the pool had bird poo and coatis poo on the ground, it can’t be helped but hotel does provide beach towels and gets replaced everyday. The mini fridge and towels also get replaced & replenished daily. The beach is also really nice but we went during sargassum season, so if you want to enjoy the beach I suggest going when they’re not in season.

Partner

6/10

Pleasant

03 May 2026

AZRA

Nice property, very chill.

Friends

10/10

Exceptional

02 May 2026

Robert Allen

Food was excellent

Friends

10/10

Exceptional

30 Apr 2026

James

We absolutely loved it and will stay again

Partner

10/10

Exceptional

29 Apr 2026

jucara

The staffing were so nice and friendly, clean place. Good food

Friends

10/10

Exceptional

29 Apr 2026

Samuel

Rooms were very clean. Staff were awesome. Pool was great and food was top notch, there was always a variety of food to eat from the buffet breakfast, luch and dinner. Overall experience was exceptional.

Partner

10/10

Exceptional

28 Apr 2026

Mariana

food was clearly labeled with allergens. only thing that could be better is the pool bar hours, they close pretty early at 6pm. otherwise, everything is great.

Partner

6/10

Pleasant

28 Apr 2026

Tatiana

Good experience.Lobby has AC and staff is friendly. Had great experience to check in. The room is within 10 min of walk from lobby. Room is clean and furniture was in a good shape. AC is in good condition but a bit noisy. I had swim out that was a plus but the plastic lounger chairs were not comfortable. Luckily, the comfortable lounger chair across the swimming pool, not too far. Main swimming pool looked a bit dirty but luckily, I was in the furtherst corner room and my swimming pool did not connect to the main pool. The restaurants and buffet were 10 min walk but acssesable to get chair every evening and no limit on visits. 2 restaurants were closed every second night. Food was the best so far I ever had in all inclusive resorts. Coctail options a bit disappointing and simple, however they have mobile coctail bar where Miguel Luna makes the best mojito. Resort is connected to sister resorts and I would recommend to go to sunset resort for better coctail variety. Beach was underwhelming. Tiny and had a smell. Again, as a resort is connected to sister resorts, it is better to go to the sunset or the grand Rivera beach. Benefit is adult only and food. The rest would say is everage experience.

Family

10/10

Exceptional

28 Apr 2026

carlos l

Best place I have been so far

Family

8/10

Excellent

28 Apr 2026

Shania

Decent food options for all restaurants! The shuttle to the main gate leave every 15mins so you must time accordingly as they don’t make any exceptions. Javi at the concierge deck was the best honestly. Not a resort for young people as there wasn’t much to do

THIS HOTEL IS IN A COMPOUND SO GETTING TO THE MAIN ROAD IS A WALK AS THERE IS NO TRANSPORTATION

Friends

10/10

Exceptional

28 Apr 2026

Alyssa Anne

This trip was absolutely worth the price. The entertainment was great, and the food was genuinely amazing. I’ve stayed at other all‑inclusive resorts before, and they usually serve the same buffet food in their restaurants, just plated differently — but that’s not the case here. Everything was fresh, flavorful, and truly delicious.

The staff was incredible, and Jovita quickly became our favorite bartender/server.

A couple things to keep in mind:
• Don’t feed the wildlife — they’ll keep coming back.
• The drinks are strong, so pace yourself.

The only thing I wish I would have done differently is pay for a swim‑out room. It would’ve made an already amazing trip even better.

Overall, we had an incredible time. There’s plenty to do and see if you want to venture out, or you can just relax and enjoy the hotel. Highly recommend.

Friends

10/10

Exceptional

28 Apr 2026

Richard

The Beach was almost non existent, errosion has taken the sand away. The daily dump of sargassus left a hum.
Staff were great, especially Jose the pool cleaner in front of building 1 swimouts. He workes hard to keep pool clean, please tip.these people they deserge extra money.
The restaurants served top notch food. You get a real steak at the Rodeo. Duck Confi was mouthwatering. Beer and spirits were good.
We would return if only for the beach, (we prefer beach to pools).

Family

10/10

Exceptional

27 Apr 2026

Ever Antonio

The pool and everything was fantastic

Self

10/10

Exceptional

26 Apr 2026

Luke

Not very good beach. But very good food and pools

Partner

10/10

Exceptional

26 Apr 2026

Carmen Chirinos

Ignore the bad reviews, this resort was great! The staff were extremely friendly and helpful. So much wildlife, like iguanas j chillin on sidewalks as your walk around, very cool to see!
The adults only pool was small, not a lot of chairs. The family side however had a ton of chairs and a lot more pools. Yolanda on the family side was our favorite waitress!
The rooms are typical Caribbean rooms. We personally did not have a musty smell like others claimed. Might’ve been my shampoo but it smelt like my shampoo every single day. Wish the room temp got a bit cooler or there was a fan but by the end of the night I didn’t really care!
Lastly, the buffet was great! Smaller than other resorts I’ve been to but still lots of options. There’s also a waiter there who makes a bunch of animal noises - a cat screeching specifically. Caught me off guard at first but we truly enjoyed it! Very friendly, very attentive, great memory and remembered folks!

Partner

10/10

Exceptional

26 Apr 2026

Michele Lee

Everything was excellent. Food was good and staff was amazing. Our only complaint would be it took 2 hours to eat at Aromas. Very slow. But food was so good. Great time had by all.

10/10

Exceptional

26 Apr 2026

Olivia

The sports pool/ bar was amazing and loved how they had activities to do thought the day!

Friends

6/10

Pleasant

26 Apr 2026

Jocelyn

The outside looks good but lots of stuff broken and stained in rooms. Slow draining sinks, showers, etc. Hotel probably used to be very nice, but they havent invested the money to keep it up and fix/update things. Its very calm though so nice place to relax. You just have to overlook things.

Self

8/10

Excellent

26 Apr 2026

Gregory

The food could have been better. Clean room, nice stage swim out suite was very nice.

Partner

8/10

Excellent

26 Apr 2026

melissa

The staff is excellent from the bellboys to the cleaning staff. The hotel is starting to show wear but is well kept.

Partner

10/10

Exceptional

26 Apr 2026

Megan Prince

Pool was amazing and never felt crowded. The room was great, very spacious. Everything was clean, staff was amazing and the food was great, even at the buffet!

Partner

10/10

Exceptional

25 Apr 2026

Tanya L

Swim up pools were amazing. All staff pleasant

Friends

10/10

Exceptional

25 Apr 2026

Andrew

Surpassed expectations!

8/10

Excellent

25 Apr 2026

curtis

Not a lot of food choices as 2 restaurants appear to be closed for renovations. The food is good though.

Staff is great, pools are well maintained and huge.

This is not a Beach Resort. Lots of Seaweed and Rocky.

Grounds are well maintained.

We enjoyed our stay,

Friends

8/10

Excellent

24 Apr 2026

Emily

Loved all the food (room service, restaurants, buffet) and cocktails, great service, beautiful beach location, more party vibes at the main pool and a more chill atmosphere at the other one, lots of wildlife around, many opportunities for activities, and such a big beautiful room with a comfy bed. Didn’t love the lack of lounge spots at the main pool, no welcome drink (as advertised), and the AC could’ve been colder in rooms and in main areas.

Partner

8/10

Excellent

24 Apr 2026

adam

Had a great time rooms where nice buffet was good everytime we ate there wish there was more opions for breakfast all dinners at the reasturants tasted awsome but slow. Staff was good.
Wish there was a lounge with bottled watter and beer to restock your room yourself. But all in all great trip.

Friends

10/10

Exceptional

24 Apr 2026

nelida

The best massage pack

10/10

Exceptional

24 Apr 2026

Travis R

Yes

10/10

Exceptional

24 Apr 2026

Rhonda

I Love this Resort! It might be a little bit older on the platinum side, but my room was always clean. The staff is always helpful polite and so much fun. We had a swim out so I spent my days floating in my pool with about 10 other folks enjoying life, making new friends, and breakfast at the buffet always fresh and yummy with so much to choose from that goes for lunch and dinner as well. Buffet was the Most fun with server Brian who makes all the best sounds. We spent each evening testing out all of the restaurants and have nothing but good to say about all. There is something for every adult here. This was our second time here and we will return. I learned a new cocktail and it is an espresso martini with cream tequila Yum Yum Yum

Friends

6/10

Pleasant

23 Apr 2026

Bastian

Paying premium prices for an average resort. Save your money

6/10

Pleasant

23 Apr 2026

ANGEL

The rooms were clean, staff was not attentive, every time I asked for something it was I’m getting off even though they continue to serve others. The main dinning (buffet) had a weird odor, so I would ask for the window seats it didn’t smell funny. The vents very black. So that made sense.

I thought with my upgrade I would be served poolside. I was at the pool two hours before I even seen anyone. And she didn’t even ask if I needed anything. So when I did she said oh I’m off.

Also you have to book at the restaurants by standing in line. So I had to make sure I took time to stand in line (early) just to book at certain restaurants.

The buffet wasn’t fresh, I pretty much just ate fruits.

You can visit the other sister properties. The beach has random people walking and selling things. So it seems open. Which I was a little weary about. It’s filled with rocks, never mind the seaweed that’s normal. But you can’t swim there. A seaweed vehicle kept driving to clean the area, which made the beach smell pungent.

Again waited to be served there as well. The bar they have on the beach I didn’t order from. The guy came from the back, the condiments like the buffet were all out with flies and other insects circling.

The spa was great.

Self

6/10

Pleasant

22 Apr 2026

Nasrin

This was more like a 3.5 star resort.
The good: relaxing pool, evening activities and entertainment.
The bad: Food quality was bad (except for Rodeo grill) cocktails and mocktails quality, Activity pool very small, no music throughout the property grounds.
The ugly: property needs updating!
ensuite bathroom doors are in tough shape.
Bathrooms around the property are terribly small, the one near the beach is so small it’s hard to get in.
The bridge to the beach needs updating. One board collapsed while we were there. Safety issue.
Beach might have been nice in the past, but at some point probably from a hurricane it has been destroyed. Tree branches and rocks everywhere. You can’t walk anywhere on the beach without getting hurt.

Partner

10/10

Exceptional

21 Apr 2026

Kelly

Very relaxing and amazing staff and a great option that you can go to the sister resorts for dinners or to just enjoy their facilities. Would stay here again

Friends

2/10

Poor

20 Apr 2026

Craig

Room stank of mold. An old man pulled down his bathing suit at the pool. The crowd was drunk and staff nasty. Terrible beyond. I checked out the same day. It was the worst experience I have ever had. I was also told I had a view of the beach and my view was trees!! Manager was unhelpful and was not willing to understand and provide a refund for a hotel that is supposed to be 5 stars but is probably 3 stars. No elevator, no class and I have travelled the world and this is the worst experience and worst hotel I have ever been too.

Friends

10/10

Exceptional

20 Apr 2026

Sean

Everything from the arrival to departure was easy. All employees very helpful and would go out of their way to help you without even asking. The restaurants and food (at buffets) were delicious and fresh as could be. Surrounded by nature, pools and easy access to the beach.
I traveled solo and couldn’t have felt more at home. I was very fortunate too as all the guest I encountered were awesome people that I got to share my trip with. Made plenty of new friends.
I was surprised by how sad I was to go my last day (I stayed for 6 days). Smoking is bad but I am a smoker. They have 2 smoking locations. One by where they have the foam parties (more secluded if that’s your fancy). The other is where I spent my time as it was a direct door to meeting and interacting with fellow travelers. I recommend that whether with your spouse/partner and even solo.
The entertainment was great (the ones I saw) and the bartenders were doing their best keeping up with the orders. Somehow they still breezed through it like a typical day. Tip your bartenders!
I am already planning on returning this October. I just havent set it up yet.
What are you waiting for? Find out for yourself!

Self

6/10

Pleasant

20 Apr 2026

Jaylyn

Loved benito our server. This hotel was highly recommended to us but we were disappointed overall. Not bad still enjoyable and the food was good. Drinks needed work as well as some of the staff.

Friends

8/10

Excellent

18 Apr 2026

Adam

Yes and yes

Partner

10/10

Exceptional

18 Apr 2026

Michelle

This resort exceeded expectations in all the right ways. The grounds and rooms were impeccably clean, and the staff created a warm, friendly atmosphere throughout the stay. Dining options were solid, with consistently good food. The standout feature was definitely the swim‑out rooms, beautifully designed and especially enjoyable when connected to the main pool. Highly recommended for anyone looking for a relaxing, comfortable getaway.

Partner

10/10

Exceptional

16 Apr 2026

Brent Luis Liwanag

The resort was amazing.

Partner

8/10

Excellent

16 Apr 2026

Taylor

My stay was very good. All staff was friendly. I also enjoyed the food more than other resorts in Mexico. There was also a wide variety of entertainment and activities. My only negative review is that the pool with all the main events is located in the middle of all the \"deluxe\" rooms. It is very loud in your room from 11 am - 6 pm every day. I wish I would have known this ahead of time. I greatly enjoyed using the sister resort next door as well, which had GREAT food. I would stay here again.

Partner

4/10

Poor

15 Apr 2026

Emran

Inside the property was always kind of dirty, with food leftovers all over the place—probably because animals were just roaming freely around the resort and even inside the buildings. The staff weren’t very friendly either, especially the waiters. The pool was nice, though, probably the only real positive. And the beach… there was seaweed everywhere and it smelled pretty bad, so we only went there once.

Partner

6/10

Pleasant

15 Apr 2026

Arba

The staff was great and so was the main pool. Unfortunately the beach is really not great. We were on the adults only and had to go to the family side to even be able to walk in the water. Super rocky. The food was great. We did have a bad experience at Rodeo steakhouse with undercooked steaks and no staff to even check on us once food was delivered. The entertainment team was great and the staff was lovely! Def a pool resort and not a beach resort

Friends

10/10

Exceptional

14 Apr 2026

Mairiea

What can I say!! This property is a 10000/10. We had a beautiful swim out suite. The room was cleaned daily. The staff went above and beyond. The spa was amazing. If you are weighing your options just book it! You will not be disappointed. The drinks are strong and the steak house is really world class!

Family

10/10

Exceptional

14 Apr 2026

Seth Grant

The pool was very clean and well kept. Staff couldn't have been better!! 10/10 entertainment. Breakfast was nice as well especially after a night of partying at one of the clubs.

Friends

4/10

Poor

14 Apr 2026

KALPANA

Room smell like mold

6/10

Pleasant

13 Apr 2026

Lindsay

Very run down and not well maintained. Small pools and restaurants had average food. App doesn’t work and you cannot get uber from the hotel. Would not stay here again

Partner

8/10

Excellent

13 Apr 2026

Christopher

Overall, we had a great stay. Our room was great and worth the money for the swim out. The staff were friendly however there was not a lot of service pool side. And I thought that the liquor selection was on the lower end even though it said high end.

Friends

10/10

Exceptional

10 Apr 2026

Gordon

I had an awesome time, this was my first experience at an all inclusive resort! Room was clean and spacious. Food and drinks were great. The hotel staff were very friendly and helpful. By the 2nd day they already recognized me and the family and they suggested fun activities.

Family

8/10

Excellent

10 Apr 2026

MELISSA M

I

2/10

Poor

09 Apr 2026

magen

Overall experience was mediocre. Room didn’t feel too clean.

Family

8/10

Excellent

07 Apr 2026

Ana Laura

Staff was amazing, the rooms were OK but a bit outdated.

Partner

8/10

Excellent

05 Apr 2026

Joshua Joseph Brian

It’s getting older. Can see wear And tear. Did seem like the coati’s were better than previous visits. Didn’t seem to have many pool waitresses this visit.

Family

10/10

Exceptional

05 Apr 2026

Ibrahim

Clean

10/10

Exceptional

05 Apr 2026

Ryan

My fiancée and I had an incredible 5-night stay. All staff were extremely kind and eager to help, the food and drinks were delicious, the room comfortable, and the amenities plenty. We hope to return many times.

10/10

Exceptional

04 Apr 2026

Lindsey

Everything about this resort was wonderful
Staff were so friendly, food was incredible, rooms are spectacular
One of my favorite resorts now! Will definitely come back

Partner

10/10

Exceptional

04 Apr 2026

Alexander

Amazing staff! Good AC in room!

Partner

8/10

Excellent

02 Apr 2026

Nicole

The resort was beautiful. The staff were wonderful and very helpful. The bellman even remembered who we were after one time ( he took our luggage to room). This was our second time staying there.

Family

6/10

Pleasant

01 Apr 2026

Gloria

Nice pools, good chairs around pools, good service, good food but no beach; it’s full of algae, the chairs are old and dirty, very small beach. Old and dirty bar on the beach.
One looses the experience of being in a beach resort

Partner

8/10

Excellent

31 Mar 2026

Yu

The rooms smell so bad of mold.

Friends

2/10

Poor

31 Mar 2026

Carl

The rooms smelt terrible. The food was gross. We only ate dinner there one night the second night we ended up leaving the resort to get dinner because the food was cold. They served me ice cold soup. We tried to check out, but they wouldn’t refund the rest of our stay even though we agreed to pay for the two nights we were there, they just offered to switch our rooms. We went to Walmart and bought a fan and plug-ins to try to make it smell better. For this to be rated a five star resort is laughable. We will never come back here again. Expedia was supposed to get back to us within 24 hours to let us check out and never did.

Partner

10/10

Exceptional

29 Mar 2026

Erick

No chairs at the main pool seem like everyone claims them early in the morning. We ended up going to the other side and enjoying foam party.

Family

8/10

Excellent

29 Mar 2026

Kathleen

Great stay, but would not recommend “platinum.” It is not worth the extra money. I have been to other properties where paying the extra gets you much more.

Family

2/10

Poor

27 Mar 2026

Ash

Rooms are big, clean and nice. Staff is HORRID! My check experience was absolutely terrible. The lady checked me in was rude and barely knew any English. She had me waiting for good 20 min to finish counting her cash register. Her priorities are all messed up. Didn’t even acknowledge my arrival with an eye contact. Totally horrible. I barely understood what she said and just wanted to get away from her asap. Buffet staff are hit or miss. My last day breakfast @7 am on Friday March 27th, the host rolled her eyes cause I asked her to sit me closer to buffet due to discomfort. Place was empty anyway. When I asked her why would u do such a thing, she lied about something getting into her eye. Entertainment team tries hard but no experience at all. Bunch of kids spending more time socializing with each other rather than the guests. Food was mediocre at best. The smoothie bar at breakfast was great. Not a lot of healthy protein options. I don’t drink so I can’t judge on alcohol. Night shows are not bad. Some are good actually i.e fire show. Room service don’t pick up after midnight even though menu says otherwise. Most first are Canadian and are super nice. Beach is nonexistent. Small and full with seaweed. Smell is bad. Would I go back? Had the staff been nicer, I probably would consider. But as is, absolutely not. That rolled eye experience on my last day was horrendous.

Self

10/10

Exceptional

26 Mar 2026

Elizabeth

We love staying at Platinum Yucatán Princess. The staff are simply fabulous. They are so warm and friendly. Food is always good. We love the swim-out suites. You can participate in various activities or just veg poolside with a good book. Access to the sister properties is nice. The beach is not always available because of large amounts of stinky sargassum but that’s nature. While it may not be the most luxurious resort we have stayed at, it meets all of our needs without paying an arm and a leg. Love going back to see our friends Javier, Garameel and many others.

Partner

10/10

Exceptional

26 Mar 2026

Jacy

Everything was great!

Friends

10/10

Exceptional

26 Mar 2026

Agnes Mary

The food was excellent! Beautiful, serene and fun property. Abelio at the breakfast was very hard working and sweet man. I want to go back to Yucatan Princess soon! Very memorable and beautiful stay.

Self

2/10

Poor

25 Mar 2026

Ryshaun

To Expedia Executive Relations & Hotel Corporate Management,

I am formally escalating a complaint regarding my recent stay booked through Expedia at the Platinum Yucatán Princess Adults Only resort.

This experience was unacceptable from both a hospitality and consumer protection standpoint and significantly impacted what was meant to be a milestone occasion—my wife’s birthday and her first visit to Mexico.

The issues encountered include, but are not limited to:

Filthy stairwell conditions that remained unresolved throughout the stay
A room delivered in an unsanitary state at check-in (urine on bathroom surfaces, trash in closet)
Refusal by staff to provide a new room, requiring us to wait for cleaning
Repeated neglect of requests for basic necessities (towels, toiletries)
Consistently poor room service, including cold food on three occasions
Food safety concerns (bones found in chicken dishes such as tacos and tostadas)

These issues were reported both to hotel staff and the on-site Expedia representative, with no meaningful resolution provided.

This situation reflects a failure of duty of care, misrepresentation of accommodations, and a breakdown in service standards expected from both the property and Expedia as the booking platform.

As a federal employee and service veteran, I approach situations like this with professionalism, patience, and a high standard for accountability. I do not make complaints lightly.

Partner

10/10

Exceptional

25 Mar 2026

Brianna Hope

This place really was pleasant. A little more quiet than I expected, but still was a good time. Buffet staff were the best and so attentive, but we do wish there were more things to do at the resort other than drink, play pool and whatever few activities were available during the day. I’d say a 7.5/10, and I wouldn’t mind returning.

Partner

8/10

Excellent

25 Mar 2026

Linda Marie

It was our first time there. It was ok. Food was great, staff were ok. Entertainment was ok. We were three adults in our room. Everyday we had to ask for a third towel or face cloth or a beach towel. It was annoying. It is an older resort and it shows. I have seen worse but also better. We did enjoy the swim out. That was lovely. Luckily we didn’t need to but the chairs around the pool were reserved by 7:00 am.

4/10

Poor

23 Mar 2026

Hannah

Multiple issues throughout the stay including housekeeping missteps, broken tiles in pool, rude

10/10

Exceptional

22 Mar 2026

Neal

The room and all areas of the resort were very clean and staff was always working to ensure that

Partner

8/10

Excellent

22 Mar 2026

Teresa

The property and service was very nice. But i was disappointed in lack of beach access there's absolutely no icean views from anywhere on the property and the little bit of beach within walking distance was very small and full of seaweed

Family

8/10

Excellent

20 Mar 2026

Kayla

Very clean and the staff were great! I would say the resort felt closer to a 4 star vs 5 but it was great value for the price and they had amazing shows in the evening (like the fire show). We had a great time.

Family

10/10

Exceptional

20 Mar 2026

Kathryn

This was my first trip as a solo traveler! And i'm gonna tell you right now-- BOOK IT! This was the most wonderful place I've ever been! The staff are constantly cleaning, always smiling, and are genuinely very happy to help! I have never felt so cared for travelling than i did at the yucatán princess resort! The food was amazing, different cycles of chefs each day in each of the restaurants! Room service was always prompt, if you needed a night to stay in or just needed that late night snack! The companies who come in with excursions are very reputable and the hotel staff will let you know if it's legit! The main thing i really appreciated was all the transparency and honesty in everything included in the resort! I can't wait to come back!

Self

10/10

Exceptional

20 Mar 2026

Christina

The stay was excellent. The staff was kind and very helpful. I'd stay here 1000 times and again. Expedia and world 2 meet for travels I'd never use again.

Partner

4/10

Poor

19 Mar 2026

manuj

Reception staff was so rude not at all helpful.
Beach had sea weed all around.
Only 3 restaurants were open.

Partner

8/10

Excellent

15 Mar 2026

Kaitlin Trinity

My friend and I stayed for 4 nights, which felt like the perfect amount of time. The rooms were clean and spacious, the grounds were easy to navigate, and the staff were very friendly and helpful. Most restaurants didn’t require reservations (except Teppanyaki), and the food was very good—especially the International restaurant and the taco bar by the pool. One restaurant was closed during our stay, which was a bit unfortunate.

The resort caters more to an older crowd, but you can easily take a quick cart ride to the neighboring all-ages resort if you want a livelier atmosphere.

The only downside was the beach, which had a lot of sargassum and a strong smell.

Friends

8/10

Excellent

15 Mar 2026

Bonnie

Yes and yes

Friends

8/10

Excellent

15 Mar 2026

Christa Jean

Check on was easy, no long lineups. Very clean rooms with so many pools to enjoy! Restaurants were great, really like that we didn’t have to make reservations. Entertainment was good, and lots to do all day long. The beach is not the greatest if you are a beach person. Loved all the animals at the resort.

Friends

10/10

Exceptional

15 Mar 2026

Reuben

The Staff are really great

Partner

10/10

Exceptional

15 Mar 2026

Rosetta

Great property.the staffs are great and super helpful especially Enrique he was the besttttt..will definitely be back on the future